C

Visitor

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2 Messages

Sunday, July 3rd, 2022 11:35 PM

Why is xFinity Mobile customer service so terrible?

I've been trying to figure out why your customer service is so bad since I realized I was getting the "run-around" on June the 29th. Let me tell you my story!

Over a year ago (almost 2) I broke my Galaxy S20 and had to order a replacement through the insurer you provide: Assurant. Totally painless process at that time. So, on June 26th when my phone was stolen at a festival, I didn't panic. I had that previous experience that reassured me. As long as I paid my deductible, everything would be fine. I should have panicked instead.

My replacement phone arrived on June 28th and I charged it up then I contacted your chat support team to activate it. I had to wait a bit while the "advanced team" was notified and then I was given the news it would be 24 hours before the activation could take place. Something about the "phone updating in the system". No big deal, really. I thanked the agent and waited 24 hours.

On June 29th, things got worse. The first agent I spoke to contacted the "advanced team" and then let me know it would be 48 hours. I was beside myself. I asked for a supervisor because I now have the fear that, if I just sit and wait those 48 hours, I'll get told there is another delay. I'm fairly sure the person I got was not a supervisor, but they claimed they could get it down to 24 hours since I had already endured so much. Suddenly this inevitable 48 hours was flexible. Knowing that I was being lied to I got a bit irate. That agent tossed a bunch of text in the chat and then closed it out. I calmed down and chatted back in, got put in a long queue for a manager, waited while he contacted that lovely "advanced team" of yours, and then had to swallow the same answer I've been given 3 times up to this point: Please wait 24 hours.

So, June 30th arrives. 24 hours have passed. I head to the local xFinity store because I want to talk face-to-face with a real human being. Hopefully it will be harder for them to blow me off. I should not have underestimated your staff in such a way. One of the managers at the store in Colma / Daly City called my name and I told him about my problem. He whipped out a phone, dialed xFinity support, and put me on speaker phone in a loud store with that agent. Let that sink in please. A manager at your store just literally phoned it in instead of helping me. After being transferred around, would you like to guess how long I was asked to wait before I could activate my phone? If you said 24 hours, you are a winner! This time, though, the guy said it would just work (no need to contact support) and that I could "trust him". I told him that he could trust that - if it wasn't working after 24 hours - I would be getting out of this arrangement with xFinity.

And that brings us to July 1st at 4 PM. 24 hours have now passed (3 times technically) and my phone does not work. I didn't actually trust that it would. I got in my car after work and went back to the xFinity store, hoping for a different manager. I let the person who took my name know I would need a manager, which he completely ignored. The person who called me over listened to my story (so tired of telling it at this point) and then called over a manager. Her idea...bless her heart...was for me to return the replacement to Assurant and get my deductible back. Let's set aside the fact that Assurant states the deductible is non-refundable for a moment and look at where that would leave me: Paying you for a phone I no longer have, even though I did everything that I was supposed to do as a customer. I pay my monthly insurance fees and I handed over the deductible to get a replacement. Yet her idea would see me punished for following the rules and your company would profit from its inability to do something as simple as activate a phone. I guess, to her, it would get me out of the store and it seemed like a "win / win situation".

Finally, the actual manager of the store came over and sat down with me. He did listen to my store and I felt like he really did understand why I am no longer willing to "wait 24 hours" and I want out. He let me know that the phone Assurant sent me would not ever work on xFinity's network due to a technical issue, and those 24 hour waits weren't doing anything. Unfortunately, he was not empowered to make this right on his own. His resolution was to put in a "tier 3" ticket requesting that the remaining payments for my stolen phone be removed from my account and...you guessed it...wait. With the holiday weekend it was actually "wait 72 hours" this time. I did get a response within 24 hours though: "We are unable to process your request". It was slightly more elaborate but just as mechanical and devoid of understanding or care.

I wish this was the end of my story. Honestly I do. I started service with one of your competitors on Saturday and they let me know all I would need to use my old S20 while I waited for my new phone to be shipped would be an unlock code from xFinity for that old phone I paid off months ago. I should have saved that "guess how long" comment above for here. I contacted your chat support team and was told that code would be sent to me in a short 24 hours. I laughed hysterically at this point.

Today, after 24 hours, I didn't have the unlock code. I thought - why not just see what I'm told if I contact support. I know my phone will probably get to me via UPS way before xFinity ever provides a single resolution, but why not!?!? Today, I must have got someone special, because they said I just need to wait 2 hours for that code. I'm sure I won't get it...but I give him/her credit for at least trying something new on me. Good job!

So, what is this support ticket about? I actually don't know. I've been yelling into the void that is xFinity customer support for almost a week now and I guess I just like the sound of my own echo. Maybe show this to someone who cares and has the ability to actually do something about it? 

XfinityAaron

Official Employee

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904 Messages

7 months ago

Hello @CadeWithNoService.I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3I9PAbM where an Xfinity Mobile expert is available 24/7?

Visitor

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2 Messages

@XfinityAaron​ Your response is a shining example of the complete lack of understanding which seems to permeate xFinity customer support. I mean, come on. Did you even read my message or did you just paste in some blanket response about how you can't actually do anything? You literally just gave me the run-around on a message that was complaining about how your department just gives people the run-around. I'm just about speechless...

Visitor

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1 Message

5 months ago

I hate calling xfinity mobile I'm on the phone right now trying to talk to someone. Called at 9 34 am and now it's 11 42 am still on hold this is everytime 😡

CCLuis

Problem Solver

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493 Messages

Greetings, @user_367a46. Thank you for your feedback. Our Xfinity Mobile specialists have been working with high call volumes, so I understand how having to wait to speak to someone can be frustrating. If need be, you can also use the chat function to get assistance with your XM account. This link will take you there. 

I no longer work for Comcast

Visitor

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1 Message

5 months ago

I always have a bad experience dealing with xfinity mobile which is too bad because xfinity home internet support is usually great. I will have to change mobile service I guess which is too bad because other than the crappy support team I like the phone service and price

Visitor

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1 Message

5 months ago

Xfinity mobile costumer service is horrible and so frustrating.   Their site has been down so you have no other way to find anything out except by calling or chatting on their chat box.

I spent an hour asking about the sale price of an iphone as an existing costumer.  I was told the price was correct and what the total would be after 24 months.  It was a good deal, so I was going to upgrade my daughter's phone.  Then wham after getting all my info and credit card on file he was going to charge my card almost 3x as much per month.  I said wait, what?!   Oh, the sale price is just for new costumers.   I replied, I asked you point blank if it was the price for I couldn't get any info otherwise your site is down and you assured me it was the price and thanked me for being a loyal costumer.   Then you reward me by being a loyal costumer by saying oh no you don't get the price I assured you you would....that's only for new costumers you have to pay almost three times as much for being a loyal costumer.   He never apologized or anything, just kept spewing out stuff.   

It was a waste of valuable time and poor costumer service all the way around.    

Official Employee

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279 Messages

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

@XfinityMarcella​ absolutely worst experience ever and I only switched two months ago and they still don't have my billing set up correctly and what I was promised from a promotion I am still fighting for and being overcharged from people that don't know what they are doing.  I wasted about two full work days on this and I am still not done.  I am dreading calling the number again and speaking to somebody in level one support because it will take another half hour just to explain what happened again and they are still clueless.  Not only are you wasting my time but it is costing you extra money when these people sit on the phone for over an hour at times with one customer.  Maybe paying 2/hour to a Indian company is not the way to go.  Also, I will waste more of Xfinity's money when I dispute the charge with my CC company because they will charge you more for returning the money to me.  I will share my [Edited: "Language"] experience on social media!

(edited)

Official Employee

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394 Messages

Hi there @user_c951bc. We are truly sorry on your experience since you switched over to Xfinity mobile. I can assure you this is not what we want for our valued Xfinity family. 

 

 

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

4 months ago

I got the same thing today in the xfinity store. It’s always something about how they have no power to do anything, but if they could help they would. Thanks for nothing

Official Employee

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503 Messages

 

@user_8bfb7a I'm sorry for you experienice while trying to get assitnce with your Phone in store. Thank you for taking time out of your day and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3S2KSAN where an Xfinity Mobile expert is available 24/7?

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

3 months ago

I think they pay their people like $2 an hour in India, and the U.S. store associates are also at barely above minimum wage. I applied once a couple years ago and was offered $14 an hour. They're a horrible company and in some cities, you have absolutely no choice but to use their monopolizing asses. Their customer service people on chat support are absolutely useless. They'll ask the same questions over and over, they can't even hit the right automatic replies, I think many are barely able to read and write in English. When someone can speak well or write well, they ask irrelevant questions. Like when I was trying to stop my service and move, they asked me, by the way, do you stream? Um... does this sound like the time or place when I'm in the middle of a move, to ask me if I stream?? Just help me. Stop saying you're "looking into my account". Just be honest and tell me you're talking to four different people at the same time while watching youtube videos. I'd appreciate that so much more. 

Visitor

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2 Messages

2 months ago

It is beyond horrible.  I wish I could charge for the amount of time I waste on the phone with them.  Half of them don't know what they are talking about and they can't understand you.

Visitor

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1 Message

2 months ago

Xfinity has absolutely the worst customer service of any company I’ve ever dealt with.  It’s virtually impossible to get through their automated system to talk to a real person.  Then, when do finally get through you are on the phone with someone who is difficult to understand and spends more time trying to kiss your a**  rather than fix you problem.  Calling them makes me physically sick from frustration.  Whoever set up this customer service automated system should be fired.

XfinityAbbie

Official Employee

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1.3K Messages

@user_852078 Yikes! I am sorry to hear that this has been your experience. This is not what we wt to hear at all. If you have any issues that need to be resolved, please let us know. We are here to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

2 months ago

I am a new customer. I have been in a chat round robin with 6 "ambassadors" just to get hbo max working. Its been 2 hours already and no resolution. I dont know how they would solve emergency phone/internet issues. Did I make the right decision by switching?

(edited)

Official Employee

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503 Messages

 

@user_20d08c I'm sorry to hear about your recent experience while trying to get some help with your new service with us. This is not the experience we want you to have, and I would like to turn this around for you. Can you send us a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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8 Messages

@user_20d08c​ Hate to say it, but I wish I wouldn't have switched to Xfinity.

Official Employee

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409 Messages

Hey @user_505819 this is not the type of experience we want for any of out customers. I am here and would love a chance to turn this around.

Could you please send our team a direct message with your full name and full address?

 Our team can most definitely take a further look at this issue.

 To send a "Direct Message" to Xfinity Support:

 Click "Sign In" if necessary

 Click the "Direct Messaging" icon or https://comca.st/3EqVMu7 

Click the "New message" (pencil and paper) icon

 The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "Xfinity Support" graphic replaces the "To:" line

 Type your message in the text area near the bottom of the window

 Press Enter to send it

 See https://comca.st/3KQF8q9r for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

@user_505819​ Likewise, worst experience ever. The most callous of call center guys from India and far east have been hired by Xfinity to be called as "tech" support. And they don't know sh*t about either tech or support. Worse still, it's almost impossible to comprehend when they talk, even if it's their same rehearsed nonsensical responses. On a daily basis I've been spending hrs at length just to be bounced between 1 agent to another, only to tell my whole story all over again and then their endless disappearance act, and BAM, a new tier-1 human bot answers you - "how can I help you?"

Visitor

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1 Message

2 months ago

OMG it’s terrible I am having trouble and cannot find anything to help me. It’s all a robotic system and you cannot get anywhere 

XfinityRay

Official Employee

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1.1K Messages

Good afternoon, @user_e1f386. I apologize that you are having trouble getting help with your concern. We want things to be simple and easy and appreciate your feedback. What were you needing assistance with specifically? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

xfinity is, without question, the worst. It's not close. No company in America has worse customer "service."

xfinity, in fact, does not have a customer service department. It has a computer system - designed to prevent customers from speaking to people -- and a billing department. but no customer service department. 

Official Employee

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751 Messages

Hello, @user_87de7d. We're a corporate team here on our forums and can help with any questions you may have. Were you needing any assistance this evening? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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