xb8

@XfinityChelseaA​ 

Here is my response to last Xfinity Employee who tried to sell this line:

To be really blunt this is a stupid process!!!! Most of us who are looking for the new model already have the XB7. It is an insult to our intelligence that we would accept this model as a replacement. It is also the worst customer service practice. Looks like Xfinity cannot be up front about a product they offer but cannot produce to the customer. What does the President of Xfinity think about this practice? I would love to hear his input.

@user_c93bbf I do get what you are saying. I know that this process can be frustrating at times. I myself am waiting until I can get an XB8 modem. Due to shipping constraints, the XB7 will be sent out in place of the XB8 if there is still an issue with inventory. 

Please look at the promise I was given 10 days ago. No response as promised.

@user_c93bbf I am fully aware of the entire conversation and I completely understand where you are coming from. I have placed orders myself for the XB8, and an XB7 was sent out each time due to the lack of inventory at the moment. I can assure you that as soon as the XB8 inventory has been replenished, you will be able to get the XB8. I do apologize for any confusion on our part and the inconvenience that this has caused. 

This does not address the issue when you call in the Agents do not know this and make promises they cannot back up. Basically, to just get you off the phone and onto the next call. 

@jcln52​ [Edited username to remove PII] 

This does not address the issue when you call in the Agents do not know this and make promises they cannot back up. Basically, to just get you off the phone and onto the next call. 

I would say the statement you made is absolutely correct - they do not know about the inventory shortage so they place the order in good faith and an XB7 is sent.  I'm not making an excuse for them, but given the number of complaints I surmise that is what is happening.  Why word hasn't gotten to them is beyond me, but I really doubt they are lying to the customer or trying to get them off the phone and on to the next customer who is most likely calling for the same reason.

You also have to realize that companies are still dealing with the chip shortage and are trying to catch up from that.  None of this has been an ideal situation, however, understanding the overall picture and knowing the reps aren't to blame goes a long way for developing patience during this situation.

@flaboy​ 

I totally agree with you.  I don't know, maybe Comcast didn't think there would be such a demand for the XB8, but they certainly have dropped the ball.  The only thing I can think of is that the lack of supply has to do with the lack of chips, which is affecting everything.  I know manufacturers are trying to catch up making the chips now, but since they supply a lot of devices now, including cars, I think this is why there hasn't been enough XB8s.  But, this is just my opinion, and not any "official" from Comcast.  Even my supervisor here [the forum administrator] is at a loss as to why there is no inventory.  And, as far as the reps go, I've had a long list of complaints about them over the last five years or so, and the biggest one is that they aren't always well informed.  They're aren't techs, after all, just CSR's and they only have information that they have been given, and some of that, as we all know, isn't up-to-date.  Plus, I believe that if memos are sent out, they don't always read them or remember them.  [And in this industry, being a CSR isn't a glamorous or high paying job, yet they still have to face irate customers while trying to remain calm and understanding.  It's often a thankless job.]

At any rate, I know it's frustrating to say the least, especially when you think you're getting and XB8 and you keep getting an XB7.

But remember, it's not your fault, it's not the CSR's fault [they just put in the order and the warehouse sends out what inventory they have], and it's not necessarily the warehouse for not having the inventory - they can't ship what they don't have.

Be patient is about all I can say, and about all you can do.  I realize this is like being a little kid at Christmas expecting that big ticket gift and you can hardly wait for it to get here.  But, hang in, and hopefully they will get the XB8 in sooner rather than later.

how do I get XfinityKimberlyB to actually follow thru with her response to check on my 8 order??

I can’t direct message her for some reason.

she promised to write back to me on the 28th, yet nothing has been done or sent by her.

check this thread and you will find her promise made on the 20th.

I do see the follow up that was offered previously, on the 20th, for the 28th. I'm deeply sorry for the inconvenience behind this, and I apologize for the delayed response, but the inventory for the modem is still out of stock, at this time. We do not have any further information, as for when they will become available again. If there is anything else that we can help you with, please feel free to send us a private message, including your full name and address, and we'd be happy to help! 

I'm sorry to hear you didn't receive the new XB8 on your previous order, @user_ded1d2. I would be more than happy to review your account to see what we can do to help resolve this intermittent internet issue you've been experiencing.

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?