1 Message
what happened to Xfinity?
I would like to express my long-standing loyalty to Xfinity, formerly known as Comcast. However, I am disappointed with the current state of Xfinity's customer service. The reliance on AI technology has led to a lack of personalized assistance, which is essential for paying customers like myself. It is frustrating to be directed to an AI platform before being able to speak with a human representative. During outages, the inability to speak with a representative for assistance is unacceptable. Additionally, the use of overseas representatives who may not fully understand the company's services is detrimental to the customer experience. Xfinity should reconsider its approach and prioritize customer support by offering the choice between AI and speaking with a representative. It is crucial to address these issues to maintain the company's brand reputation and customer satisfaction.
XfinityVianney
Official Employee
•
2.2K Messages
9 months ago
Thank you for sharing your feedback and for being a loyal customer over the years. We truly appreciate your commitment to Xfinity and understand how important it is for you to receive the personalized assistance you deserve.
We're sorry to hear about your disappointment with reaching customer service. We recognize that human interaction is essential, particularly during outages or when more complex issues arise. It's important to us that every customer feels understood and supported, regardless of where the representative is located.
Thank you again for your loyalty and for bringing these issues to our attention. We are committed to improving our services and providing you with the best possible experience. If there's anything specific we can assist you with right now, please let us know.
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