1 Message
Xfinity assistant is useless
Xfinity assistant is useless. I have a problem with unstable internet and have gone round and round with the assistant and got nowhere. I just want to speak with a live person, but can't until I go through a bunch of steps that don't resolve the problem.
I don't have the time to waste with the assistant, chat or on the phone.
I just want to schedule a tech service call because the cable that goes from the pole to the house is damaged and cause the internet to drop out constantly.
Please make an appointment for a technician to stop by to fix the problem. The account is under the name [Edited: "Personal Information"]. Thank you.
EG
Expert
•
113.2K Messages
8 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
4
0
XfinityKei
Official Employee
•
1.9K Messages
8 months ago
@user_mrou28 I'm sorry to hear of the issues you had with the Xfinity assistant. I can help you report your line issues and schedule a tech for you. Can you physically see the damage to the line? Is it hanging low or disconnected?
0
0
user_r8a2se
2 Messages
8 months ago
Xfinity assistant is absolutely useless unless whatever answer you're looking for fits within the preset questions and responses programmed by someone who clearly doesn't have xfinity service.
Spent 90 minutes with reps in chat two nights ago to finalize transfer/activate service from on location to another, which had been set up days before online and confirmed. Did what they could but concluded the issue was with xfinity equipment. Said they scheduled a tech out the next morning.
No confirmation. Nothing. No tech ever showed up.
Went to a local store tonight at 5:45pm, to find the doors locked for the business that supposedly is open until 7:00pm. Holiday? Who knows. No signs on the door, just locked.
Log into my account, but all I can get is a stupid bot. Guess I'll have to wait and stop at the store tomorrow, and be inconvenience yet again.
Worst part is I (we) actually pay for the aggravation of not being able to COMMUNICATE with ... aaaahhhh ... a COMMUNICATIONS company!
4
user_dolza
Visitor
•
1 Message
2 months ago
Having similar problem. The chat assistants rule set is very limited and can't answer some basic account questions or troubleshooting scripts. Not sure what the metric is they are tracking to but it can't be CSAT. The whole purpose of the chat seems to be to solely deflect a case (which saves Xfinity money and looks good on an executive Dashboard) not serve the customer. Example... I wanted to check the status of an extender pod request that I placed via live chat a week earlier... which it is worth noting I had to do after driving 40 minutes to a store at the direction of an agent to find out they 'don't do extender pods in store' (that was fun). What ensued was almost 30 minute loop of the agent basically presenting buttons for me to press and me asking for an agent. I was able to finally figure out the "Live Agent conjuring spell sequence" (so I have that going for me... which is nice) and seem to have resolved the issue. Pretty terrible. It is not a chat if you can only select from a specific list.
Customer Takeaway from someone that works in IT and has designed and deployed support systems (and I realize that customer support is REALLY difficult so I don't say this lightly):
IMO...Using the Xfinity assistant is a waste of your time and was a complete waste of the IT budget that developed it. I it successful in case deflection... but at the expense of completely aggravating users. ¯\_(ツ)_/¯
(edited)
1
0