New Poster
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2 Messages
Why is customer service non-existent or bad?
I have been an Xfinity customer for over 10 years. In the beginning the customer service was great.
But I don't watch much TV, and for the last two years I have been trying to cancel my TV package. I tried phoning two years ago and told I'd get a follow up. It never came. I tried the chat. Again, I was told I would receive an email with details. It never came.
I tried to do a chat today, but the chat is obviously a computer with limited abilities, and no way to get to a representative. On the website there is no number displayed to phone support - all the links keep taking you back to the computer chat. I had to google the number.
When I got the number, the first representative was nice and helpful, but she said the rates I could see online were impossible. I thanked her, and said I understood she was limited, but if I could speak to someone higher, I'd appreciate it.
I was transferred to someone who said her name was Swan. She also insisted the rates I was seeing online were not available to her - that the online service was completely separate from the call center. I again said I understood. I said I wanted to cancel my service - and she simply said "ok" and began that work. I then said I also wanted to speak to someone higher, because it seemed absurd to me that there would be two "Xfinity"'s, one online and one through customer service, and the two could not be connected. She balked at this, saying I would get the same answer. I said that was fine, but I would like to be transferred.
Swan then told me instead of transferring me, I could fill out the survey on xfinity.com I told her there was no such survey visible. She told me yes, it was just at the bottom of the page. I said there was not. She asked me what page I was on, and I said "Xfinity.com". For a time I listed in silence as she logged in and described what she was seeing (of note, at no point did she mention seeing the survey I would find).
She then asked about my navigation through the site. Had I clicked this link? Yes. Had I clicked that link? Yes. I honestly had no idea why she was asking, as my issue had been, unhappily, resolved. The next time she asked me about a place I had navigated to, I interrupted and said that I had clicked through all the links and had not found help, which is why I'd called, and that at this point I was asking to be put through to someone above her.
At this point she started yelling at me, saying she couldn't help me if I wasn't going to help her, and that she "wasn't going to do this and go in circles". I interrupted again saying I didn't ask her to help me navigate the site, that my issue was no longer about navigating the site, and that I just wanted to speak to someone above her about the disconnect, and about how disappointed I was to have to terminate with Xfinity after 10 years.
She then told me she'd opened a ticket for that, and I would receive an email detailing the cancellation of my service.
At this time I have not received the latter (consistent with previous attempts to cancel) and I have no doubt no ticket for the former was submitted.
So my question is....what gives? Why does such a good internet service have such lousy customer service?
XfinityJustinC
Official Employee
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1.3K Messages
2 years ago
Hello, @Kylemac. Thank you for reaching out over Xfinity Forums, you have contacted the right place for assistance. This isn't the experience we want you to have when trying to look at repackage options, or disconnection of service.
When going to the website, since we provide service in numerous areas, when you first visit the site you may see promotions that have specific requirements to receive the pricing. If you log in with your Xfinity ID, you will be able to get more accurate pricing as it will show you eligible promotions. If any issues arise with promotions once signed it, it will display a message to call into 1-800-Xfinity.
We are always looking for ways to improve as a company, and receiving valuable feedback is important for us to know where we can make changes. I can help with any changes you would like to make on your account. Since I will need to gather some account specific information, I will need you to send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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user_0c358k
1 Message
2 years ago
I am experiencing an absurdly awful, similar situation. I have screenshots of my conversations with an agent promising me a specific deal, making me sign a contract - again promising they would edit the remaining changes on their end as soon as I signed. They have yet to fix it...two months later. I have spoken with agents since who have told me they submitted a ticket and I never heard back, even though I was promised that I would within 48 hours. I have never been so frustrated with a company in my life. I've wasted so much of my time and energy on this. I don't know who they have running their chat agency but the people have thus far been dishonest and unhelpful. I am at a complete loss as to what to do.
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