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user_90day5
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Visitor

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10 Messages

Friday, June 6th, 2025 11:00 PM

Why Live Chat Customer Service agent lies, instead of doing real job?

Technician supposed to come to my house and bury the outdoor cable underground 11 days ago. However I live chat CS ask for appointment schedule many time in past 11 days. Every time a different agent gave me a different date, and I wait, but nobody show up. It's just a simple schedule checking or arrangement task, why they can't handle it? Why always gave me a fake info? Sometime one said ask for senior team for answer, then what? Still a fake schedule! 

I asking for supervisor, guess what? 1 hr+ later, I can't get anyone in charge there, after transfer a dozen rounds. You know what, why all these agents are Indians? Where is American workers?  It's in a dead loop, CS is disaster. I couldn't figure out what's so difficult to retrieval a schedule info, if it's been scheduled? If not, then schedule it and tell me when, What's so hard here?

Question

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Updated 

18 days ago

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XfinityShawn

Official Employee

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1.6K Messages

21 days ago

 

user_90day5 My team can further help you with your appointment concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

 

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user_90day5

Visitor

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10 Messages

19 days ago

It's lie again, there is one claimed himself as Supervisor guaranteed contractor would show up in 48hrs, even after I remind him it's weekend, he still insist in his schedule. Now what, 48hrs passed, nobody show up as used to. After 2 weeks dealing with more than half dozen outsourced Indian Customer Service Representatives, I've no trust on them anymore, valueless words, waste of time.

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XfinityAlyssaA

Official Employee

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2K Messages

We understand your frustrations and where you are coming from @user_90day5. This is never how we want our valuable customers to feel. We'd be happy to look into your concerns further and if needed, we can reach out directly to the local team to see what information and next steps we can find out from them and share them with you. Rest assured, we want to do everything we can to help. Can you please send us a Direct Message with your first and last name along with the service address so we can better assist?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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

 

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19 days ago

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user_90day5

Visitor

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10 Messages

18 days ago

it's 10AM EST, direct msg nobody responds there

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