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Brandonsf415
1st Topic

2 Messages

Friday, August 23rd, 2024 7:34 PM

Closed

What happened to customer service?

Online support is terrible. They will lie about quotes and offers, make fake promises, and always try to upsell you. Phone support is just as bad, as the managers say "theres nothing we can do". Why even have the possition of management then? I think its such a big company, that no one actually gives a F about your experience. Looking at recent reviews, this seems common. I really hope they get things together, and understand the importance of great customer service and reviews. 

Question

 • 

Updated 

9 months ago

82

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XfinityKei

Official Employee

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1.5K Messages

9 months ago

@Brandonsf415 I’m sorry to hear how your previous experiences has made you feel.

Can you tell us more about what's going on, so we can turn things around for you! 

2

0

Brandonsf415

2 Messages

I was promised a quote, with the same TV lineup (125+ channels). I agreed to the price, and have an order number. My TV lineup gets cancelled and now we have 10 channels. The next day I chat with support again, and I have that agents ID also, and he promises to add each channel back manually and keep my bill the same. He doesnt add anything, and never calls as promised. Yestersay I call support, talk with a manager, who says theres nothing they can do because online support is different. I contact support on reddit, who does nothing to help. Basically, the customer service here has gone downhill, fast. I have order numbers, chat ID's etc and no one will accept any responsibility for the online staff maing fake promises and offers. After 19 years Im ready to find a new provider. 

9 months ago

0

XfinityJeniece

Official Employee

 • 

3.1K Messages

 

Brandonsf415 We definitely do not want to lose you as a customer. I would be happy to take a look at your current services to get to the bottom of the service change. I know how important it is to have access to the channels you enjoy! You have reached the right place! 

 

 

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9 months ago

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