Visitor
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2 Messages
Why is your customer service so poor?
Xfinity customer service, please check all that apply:
Our backend systems are so bad that we can't figure out how to make our customer service better.
We find it entertaining to pass customers around to multiple agents on a chat.
We find it entertaining to have it take an agent 30 minutes to set up a service call.
We find it entertaining to have customers try a set of diy problem solving instructions multiple times.
We are averse to keeping notes on prior customer service interactions.
We have a Gen Z fear of telephones.
We enjoy using sugary language on chats and calls that just irrates the customer.
We're trying our hardest to keep customers from contacting us.
We don't train any of our agents.
We run a series of local monopolies, so we can do what we want.
We don't care.
Offshoring is fun because in addition to a fuzzy phone connection, there is also a language barrier.
XfinityQue
Official Employee
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162 Messages
6 hours ago
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user_yyp8si
Visitor
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2 Messages
3 hours ago
I understand that there are procedures, but there is clearly something broken at Xfinity. This morning, I was attempting to help my parents get their service established. It was determined early in the chat that a service call was needed. The agent was unable to get one scheduled because of some error he/she was receiving through your system. He then transferred me to another agent in sales who said I was in the wrong place. That agent then tranferred me to another agent who was finally able to get the service call scheduled. The last agent took over 16 minutes to get the service call scheduled and the whole chat took over an hour. That is a broken process.
As for your other points:
I have gone into a retail store before to try to get a similar situation resolved. They told me that they couldn't help and to call customer service. When I have called customer service, I have always had to call multiple times. They always try to run me through the same troubleshooting script even after I have told them that I have been through that multiple times. It has taken me hours on the phone to get someone out to my house to help get the issue resolved.
I have tried calling, going to retail stores, and chat which has only led to significant frustration. I should not have to resort to Reddit, Facebook, or X to get customer service that isn't a frustrating mess. I know it's not your fault as an employee; you're just working within the system you're given, but the system is not working.
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