wifi pods "warranty" - Xfinity Customer Service Nightmare

Xfinity "customer service" nightmare

I have spent way over 6 hours trying to get help with a xfi pod that quit working (red flashing light an no connectivity) and is less than a year old, so supposedly still under warranty.  I have been given the run around over and over by xfinity reps.  First, I did the the online chat to troubleshoot it.  They confirmed there was an issue with a pod (I have 2).  This is where customer service at xfinity goes off the rails.  This rep, and many others I talked to, said the easy fix was to take the pod to the store and, "they will replace it no problem". These pods are 9 months old.  So off to the store for trip #1.  Rep at the store said, the store cannot process xfi pods that are more than 30 days old.  Rep at the store said they get this ALL THE TIME where chat and phone reps send customers to the store and they can not help, the store reps are frustrated because they get angry customers all the time that the call in to customer service are sent there, only to be told they can't help.  Store rep tried to chat with someone on the computer and got a ticket number and sent me on my way, and said someone would be reaching out to me in 48 hours.  Guess what... no one calls.  It is apparent customer service NEVER actually will call you, its a quick way to get you out of their hair.   So after 48 hours called customer service, 2 more hours wasted with customer service rep back and forth giving info, and being told it was fixed.  Nope, ticket they created was closed shortly after my call.  Lesson #2 about fake customer service from Xfinity.  A support ticket means nothing.  Next call I asked for a supervisor, have determined that is not possible to get, the rep will waffle, distract and do anything in their power to not get you someone else to try and help. This rep after deflecting many times, told me they would transfer me to a supervisor (after asking multiple times) only to be sent to xfinity phone purgatory, the phone line sounds like being transferred, it rings, an no on ever picks up.  Neat trick indeed!  Next rep was even better, this arrogant rep told me I didnt know anyting and there was no warranty for a year and then when I pulled up the warranty language online and read it to him (1 year) he said xfinity has no warranties more than 30 days, 90 at the most.  His solution was I needed to go buy a new pod, that was the "fix".  He tried to lie to me repeatedly about "different terms in the paperwork", basically telling me the warranty I was reading was for something else.  Next rep seemed nice, after another hour of re giving all the info (by the way I actually still have the receipt from the store where they were bought, that becomes important!) he said he discussed with his supervisor and they did a special request and would be back in touch in 24 hours with an update.  Guess what??? that didnt happen either.  He had mentioned that a second solution would be to go to the store where they were purchased (vs the store I went to in trip #1), so that generated trip #2 to an xfinity store.  Guess what they said at that store, doesnt matter if they were purchased there, after 30 days they can do nothing!  They gave me the number to "customer retention"  which wasnt really that either.  New rep said only way to get anything is to fill out an online form, which I had stumbled across online the day before and already filled out.  I told the rep I would like confirmation it was in their system, nope not possible, just wait 3 to 5 more business days and might get something back.  Funny thing, he was the first rep out of the more than 6 I have talked to that said that was how to get help.  Every other rep either tried to tell me take them to the store, or took a bunch of info from me about the purchase, or told me the ticket they created would solve the issue, none of which are true.  Also the warranty page on the pods has a link to "contact us"to get warranty assistance, that link takes you to the chat and phone link, not the online form. 

So here I am, over 10 days into this mess with xfinity.  I have spent time with chat, phone and store reps, I have apparently been lied to multiple times as to a way to get a replacement pod under warranty. 

I think now Xfinity really doesn't have any real warranty on xfi pods beyond 30 days, and saying there is one for 1 year is just a gimmick.    It is very sad that customer support is telling customers to do things that are wrong (go to the store, or open a ticket).  Wasting customers time, Im pretty sure to frustrate customers into just buying a new one instead of them replacing a bad one.

What is worse is xfinity doesnt care that you the customer might spend hours trying to get the service you were promised, be given a run around and told countless lies.  Your time as a customer is meaningless and of no value, and promises by xfinity reps (I cant count how many times I was promised this would take care of the issue by a rep) are worthless.  

I doubt posting here will fix anything either, Xfinity doesn't seem interested in helping customers, even one they have had for over 20 years.  I just hope anyone thinking about buying xfi pods reads this and understands the warranty promised of 1 year probably doesnt really exist, and after 30 days if something goes wrong you probably will be faced with tossing it in the garbage and buying a new one.

Signed,

 An exhausted, angry, frustrated, possibly ex-Xfinity customer