Visitor
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10 Messages
World's worst customer service
Summary:
- Order storm proof wifi as a diamond reward member
- It was not delivered
- Chatted and they promised delivery within two days
- It was not delivered
- Chatted again for an hour - no one could help
- Called the 1800 number - it's impossible to get a real person
- Went to the Xfinity Store - they knew nothing about storm-proof wifi but at least gave me an order number
- Storm proof wifi delivered
- No power supply was included in delivery
- Talked to chat for 2 hours - 6 different representatives - no one could work out how to get a power supply sent to me.
- After 2 hours - final rep sent me back to the original chat queue - I gave up and logged out
- Setup an appointment to go back to Xfinity store to see if I can get a power supply - I highly doubt it.
I've been a customer for 20+ years and pay over 300 for Xfinity services - this is the worst experience I've ever had with any company.
Does anyone have any idea how I can get a power supply - the rewards experience seems to be punishing me.
Of course - as I started posting on Xfinity - I typed a very long forum entry and then it asked me to login - I lost everything I typed - seems that Xfinity is out to get me
I am so frustrated and so close to cancelling all Xfinity services.
EG
Expert
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110.1K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBenny
Official Employee
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790 Messages
2 years ago
Hello @SimeyC123 . Thanks for letting us know about your experience, and being so patient through the battery portion of the delivery. We're happy you're part of the amazing trial program for the Storm Ready Wifi, though. It is amazing, and the best way to stay connected during a loss of power so I'm glad you're giving us another chance locally. If you're not successful in picking up a battery back up at the store let us know. We'll jump in and help. You can get most of the details to expect and the FAQ on the set-up here https://www.xfinity.com/support/articles/storm-ready.
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SimeyC123
Visitor
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10 Messages
2 years ago
Just an update for those who are interested.
A ticket for the rewards team was created on 6/24 and it is assigned to someone (I had to send a direct message to find this out - so the latest it was assigned was 6/28 in the morning.
No one has reached out from the rewards team and as of now I still am no nearer to getting an adapter.
I requested the reward of the Storm Proof wi-fi on 6/3 and based on the fact it is Friday, and Tuesday is a holiday I doubt I'll even be provided an acknowledgement from the rewards team until at least 7/5.
I understand there are millions of customers and thousands of tickets - but surely once it is assigned, a quick not to say 'Hi, I have your ticket, with the volume of tickets we have I anticipate it will be resolved by <Date>" The direct message have been responded to very quickly - but here I am almost a month gone by - without my reward.
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SimeyC123
Visitor
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10 Messages
2 years ago
Still nothing from the rewards team. They could have shipped out replacement by now and I would have received it - how hard is it to ship out an adaptor? How hard is it to reach out to me. The forum help has been very good - but apparently being a diamond reward member means nothing to the rewards team
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SimeyC123
Visitor
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10 Messages
2 years ago
Additional update. I have now received call(s) from Xfinity sayng the replacement device is on its way and should be received this week. I wasn't able to take the calls due to conflicts with meeting but I was left a detailed message.
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