9 Messages
Why is it so hard to TALK TO A PERSON? I hate Xfinity Chatbots and I think they're deliberately obtuse.
I had a horrible customer service experience this morning trying to get a lower price on my internet that's nearly doubled over the past year. The agent I (eventually!) got through to was fantastic and helpful. The problem is all the AI chatbot [Edited: "Language"] you have to deal with to actually speak to a person. (I only got through after I said I was going to cancel my service.)
Is Xfinity deliberately making the customer service worse so it's harder to get discounts or cancel your service? It seems like it. I would switch if they weren't a monopoly in my area.
I want the Xfinity corporate team to know that what they're doing is disgusting and stupid. You can't replace people with AI bots. People have empathy and can problem solve in real time instead of being programmed to offer a handful of irrelevant solutions.
Xfinity customer service is [Edited: "Language"]. I don't want to sit on my phone yelling, "Talk to a person" for 45 minutes, only to have the phone bot hang up on me because I wouldn't provide an answer that fit its script (because none of the answers were relevant).
Please stop trying to replace people with AI. It's nonsensical. It makes your product worse. I hate it and so does everyone else.
XfinityDena
Official Employee
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3.2K Messages
2 months ago
Thank you for taking the time out of your day to bring your experience to our attention @frustratedcustomer I know your time is valuable when reaching out and getting to speak to someone about your account can take a moment to happen. Here is a link: https://www.xfinity.com/learn/offers with our current promotions so that you can review without having to reach out. I am glad to hear you were able to get your account issues addressed with the person you were able to speak with.
We are also available if you need to speak to us in the future. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST.
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user_81c41e
Visitor
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1 Message
2 months ago
100% agree.
Xfinity has the worst technology. Looking for other options because xfinity is not the answer.
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