Visitor
•
4 Messages
Why is Xfinity customer service so incredibly POOR and horrible?
Problems started June 1st and after 9 tech support visits, supervisor visits, 9 cable cards, advanced repair team tickets, poor overseas support and script reading and the problem is still not resolved. I can’t believe Xfinity can get away with this. Yes you read that right. 3 months of craziness and the problem is still not fixed. No one to contact to express our concerns about the poor service. Ironically the billing works like clockwork and if you threaten to cancel your service you get a live person immediately. How convenient.
First off, move your support team to the US when the people can understand one another. Secondly send you csr’s to training on how to properly address customers and use a headset that doesn’t sound like it’s hanging around their ankles. Stop reading the scripts and listen to what the customer is saying, just repeating it doesn’t mean understanding. Learn how to transfer a call to the right department. Supervisors shouldn’t let their voicemail boxes fill up and then forget it’s filled up as an excuse not to return calls or prevent customers from leaving further messages. These are just a fraction of what I’ve experienced in this nightmare of dealing with Xfinity customer support. Is this really good customer service? I think not.
I’m beginning to get the feeling that Xfinity is only interested in the dollar and not the customer. Anything to avoid any commitment or ownership of any problem. It’s really very very pathetic!
And Xfinity wonders why people are cutting the cord. This is why! POOR CUSTOMER SERVICE!!! Should be a law against this. Come on Xfinity. Get your act together!
MCPO
New Poster
•
2 Messages
1 year ago
20 plus year Xfinity subscriber here and I am now researching alternatives to Xfinity. Yes, their customer service [Edited: "Language"] and they have been raising my bill 4xs faster than inflation. I spent an accumulation of hours on the phone with reps to lower my bill, eliminate services etc. The result was services eliminated but I am still being billed the same amount, with those same services, yet I don't have a for! Time to bundle my internet with my cellular carrier. SO glad I did not add their cellular service.
(edited)
1
0
PPN-Steve
Visitor
•
5 Messages
1 year ago
The ability of the average Xfinity CSR to resolve an issue CREATED by Xfinity is terrible. No one seems to have the tools or authority to take responsibility and resolve self-created issues correctly or sometimes at all.
Someone at the executive level needs to review and redo how customer support is provided, including the ability to escalate to departments that CAN help without the customer having to jump through hoops, spend 4+ hours on the phone or 6 hours in a chat with some offshore person with the mindset of sell, sell, and get off the line.
Its a horrendous business practice in 2023.
0
user_ucgy3t
1 Message
1 year ago
Very well said! I'm experiencing the same nightmare.
0
user_l771w3
3 Messages
1 year ago
Comcast mistakenly switched back my replacement Flex box with the old that failed and that I replaced last month.
On the tech support line with someone who insists I have the wrong Flex box - 30 minutes.
On the phone with a human who also told me I must have the wrong S/N but I have to take it up with the "U.S. Team" - 60 minutes. (Gee, I thought Comcast was a U.S. company.)
Waiting for the call from the U.S. team that was supposed to call last week - 5 days
Dealing with a monopoly that jacks up your bill every other month and doesn't give a [Edited: "Language"] about you - Priceless.
(edited)
1
0
user_z1t780
1 Message
1 year ago
Same here. Service was fantastic, but this year something has gone drastically wrong. I’ve spent hours trying to get help, promised emails & phone calls that never happen.
still no resolution for my issues.
Will need to make a move on changing service.
1
0
user_l771w3
3 Messages
1 year ago
So...Comcast's insistence on using chatbots to address problems IS part the problem. We complain. Comcast responds on this thread with an automated response from.....(wait for it)....a chatbot. Telling us how to solve an issue by (wait for it again) emailing them.
Oh, the irony.
0
user_eokzqk
1 Message
1 year ago
100% agree absolutely the worst customer support ever!!!!!!!!!!
0
user_pvuv5l
1 Message
1 year ago
It is very frustrating not being able to talk to a human being based in the USA. Why does Xfinity outsource customer service to people [Edited: "Inflammatory"] that you can only "chat" with?
(edited)
0