Visitor
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4 Messages
wow, is the AI/customer service at an all new low?
I'm just sharing my experience with the desktop chat interface via the xfinity assistant and agents. I am still on with them after over 2 hours. I have responded immediately to all their queries and messages. i still have made no progress in my goal of upgrading my mobile line and then upgrading my mobile device per their listed offers. I strongly recommend folks to think twice before signing up with xfinity with this "customer service" level. I'm posting this in the hopes that xfinity sees it and does something about their systems. I just got kicked to another agent...
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Today
[Edited: "Personal Information - Chat Transcript"]
XfinityMatthew
Official Employee
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702 Messages
6 days ago
Hello @tk_Co Sorry to hear about your experience with the chat and our assistant. If you would like our team to check into your account and the mobile deals we would be happy to assist you. Please send us a direct message with your full name and service address and we'd be happy to help.
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tk_Co
Visitor
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4 Messages
6 days ago
And now after another 33 minutes and another agent it turns out that i was incorrectly told i could leverage an offer that was not the case. It required either moving from another cell provider or adding a new line, which was NEVER something i told an agent i was doing. So 2.5 hours today, another hour plus yesterday (and during that process somehow their agent or system booted my modem off the xfinity system), in pursuit of a mobile line upgrade and associated trade in offer that was misrepresented by an agent in the first place. Time to shop elsewhere...
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