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user_d6vjfp
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2 Messages

Friday, September 6th, 2024 5:26 PM

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Worst customer service I've ever experienced

I've been a customer for over 10 years and in the last 2 months I have had to deal with the worst customer experience. The extent of my displeasure is beyond belief. First around a month ago I called to see if there was a way to lower my horrendous bill. The agent reviewed my account and then suggested lower my internes speed by 200mps. This would save me money the agent explained. So fast forward to the next billing cycle and I go to access some of my premium channels to find that they have all been removed! The agent removed all of my premium channels and downgraded my dvr service without my consent. We never discussed my cable services, premium channels or even the dvr. Those topics never came up. Fast forward to the present. I have spent 3 1/2 hours over the last two day's talking to numerous agents who by the way always thank me for my loyalty (they always mention how I've been with them for 10 years). All of them say they understand and see my point of view but when they actually try and help they keep putting me on hold, transferring me to another agent, put me on hold again, open a ticket (that keeps getting closed). One time the agent got so frustrated about the helpless plight and just hung up on me. The one thing that's really frustrating is having to explain the situation over and over to the same or different agents and have them act like they understand, pretend that they can help but at the end of the conversation (1hr, 1.5hr, 1hr) they say there's nothing they can do for me but open a ticket which eventually just get's closed within the hour. I'm seriously at my wits end, and feel helpless. Isn't xfinity supposed to be a good thing for your life? Why is it that I feel like it's the worse company I could imagine. They disrespect you with smiles and compliments.  By the way this was only my latest issue, there have been others. Fool me once shame on you, Fool me twice shame on me.

Question

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Updated 

8 months ago

51

1

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XfinityMarcos

Official Employee

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2.3K Messages

8 months ago

Hello user_d6vjfp, thank you for reaching out and sharing your time with me, I realize this has been far from ideal for you. I would be just as upset to find out I lost out on services that I never intended on updating, but I'd love a chance to help turn things around. To be transparent, if you were on a grandfathered package or services, there won't be a way to get your old services back. What premium channels are you missing? To update to our current promotions and services, you would need to change your services, so that may be why your services were impacted overall. 

 

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user_d6vjfp

2 Messages

@XfinityMarcos​  I appreciate your comments but yet again I was contacted today and put on hold for another extended amount of time. I understand everyone is busy (including myself). I'm also a professional and I would never put someone on hold for as long as I have been subjected to. I think there are too many tools that your team has to deal with and it seems like they never have the right one. When the agent tries to reach out to someone who does, I end up on a very long hold. This time my call lasted 32 min. because I just couldn't wait a minute longer. I think my total time on the phone with xfinity is now up to 4 hours and still no resolution for what I consider a very basic issue. And by the way I had two ongoing issues. The first issue regarding my cable service is still not fully resolved. I don't agree I should be subjected to a contract that I never fully agreed to. There was a severe lack of explanation by the agent on what I was signing up for. I feel I was misled into signing a contract that with the prospect of saving money on internet speed and nothing else. My second issue is still unresolved. I've had spotty wifi and week signal at certain parts of my house. 

8 months ago

0

XfinityBenny

Official Employee

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790 Messages

@user_d6vjfp   Oh wow, I see and thanks for explaining. We appreciate it a ton and the chance to assist. We want you to know you can count on us for help anytime. You are working with a team of experts on the forums, and have information to share regarding all Xfinity solutions. I also appreciate your patience, and understand how important time is. It is super valuable, especially when you want to spend the time relaxing when you can. Troubleshooting can take up a lot of time and we thank you for being patient when reaching out. Xfinity has published resources online to help in situations like this, and ensure you get the best performance out of the service. I love that we have Xfi Pods that help increase the range and coverage for the wifi signal. That is an awesome way to increase where the wifi signal reaches. They are amazing, and super easy to connect using the Xfinity app. It's my favorite way to manage the account and service online. We also have this awesome troubleshooting tool here https://www.xfinity.com/support/articles/schedule-repair-appointment, that will check the health of the service. If something is wrong and not resolved remotely, it will help send a tech asap. They are incredible, and always take care of everything onsite. Use it now to help troubleshoot and ensure you have the best service quality possible. 

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8 months ago

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