5 Messages
Website error when purchasing plan upgrade: XCP GraphQL Status API Failure XCSCP.400.1.3
Description: See title.
Impact: Customer unable to purchase plan upgrade online. Frustrating customer experience. Xfinity losing out on money.
Steps to recreate:
1. Start here: https://www.xfinity.com/digital/offers/plan-builder
2. Select desired plan from "Choose your speed"
3. Go through rest of purchase flow
4. Arrive at the shipping step of the purchase workflow (https://www.xfinity.com/digital/install)
5. Select desired shipping option for equipment > click next.
6. FAILURE: A page showing the following message:
Looks like something went wrong
We're sorry about that. Please try again. XCP GraphQL Status API Failure XCSCP.400.1.3This has happened over 10 times over the last 7 days and is consistent across plans and time - I'm literally unable to purchase anything through your website.
2 out of 10 times it did go through (absolutely no change in user selections on my end) and I was presented with an order number. But there was
1. no email confirmation
2. no change to my plan online
3. no awareness or record of the purchase from phone-based customer support
Bonus actions:
1. call customer support 4 times.
2. face aggressively unhelpful customer service representatives
3. Realize their system does not match what offers/plans are presented to me (or it's part of their strategy?)
4. They try to talk you into adjacent plans that are demonstrably worse (more restrictive, higher cost, longer contracts, hidden conditions)
5. Be told "no one on our side has the ability to look up an order number" - what?
6. Wonder if there can possibly be a worse customer experience than the one Xfinity is delivering
7. Realize you have spent more than 5 hours of your life trying to pay a company more money and getting nowhere
To be honest, I don't blame the customer support representatives I've been talking to. I blame Xfinity's leadership (CustEx and technology) who has either designed or allowed this customer experience to persist. This is embarrassing to see and honestly really damaging to Xfinity's brand. If they weren't a monopoly in my area, I would have switched long ago. But a local monopoly is no excuse for poor service and customer experience. Do better Xfinity. And for heaven's sake, fix this issue.
XfinityKei
Official Employee
•
1.6K Messages
3 months ago
@user_o4ywpk Thanks for bringing your concerns to our attention. Our apologoes for the frustration this has caused you. Certain plans will not allow changes online. I can help you with making those chnages to your account. Can you please direct message me your first and last name along with your full service address so that I can assist you.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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user_o4ywpk
5 Messages
3 months ago
Update. Issue still unresolved.
I DM'd xfinity support at their request. I spent from 10am to 2:30pm on Xfinity's online chat feature. I spoke with Kei, Adrienne, Marcus, and now Richard. Over the course of these 4.5 hours, I was told:
1. that some plans can't make changes online
2. Actually, the plan in question is not available in my region
3. Actually, I'm being shown "new customer pricing" that is not available to me
At no point did they ask me to try things on my end, show them what I was seeing, ect, to understand and diagnose the issue. I actually constructed tests on my end to rule out 1 and 2 above, which is how we ended up at explanation 3.
My personal frustrations and feelings about their customer experience and leadership aside - I'll report back if we get a clearer picture of the problem and what the resolution is. Pray for me.
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