Xfinity online customer service vs in-store disconnection

I went to go pick up my xfi gateway from an xfinity store and the store did not even know about it.  A couple hours earlier I was talking with a second live agent since my Wi-Fi calling died and I lost my call with the first agent twice but was only called back once. The second live agent was able to find a local store that had the xfi gateway and reserved one for me. It told me to go there later today and it would be waiting for me.  I went to the store which has an Apple Store layout but I was confused on what to even do when entering the store. There were was no sign saying check-in here. It was a pure guess.  There must have been 15 people waiting to be served.  I went to the checkin area and told them I had an xfi gateway waiting for me.  They had no record of it and the guy asked his supervisor about it and she said she would have to do it.  He told me to wait by the front door where people were coming in.  I figured it would be a few minutes for his supervisor to get with me.  After at least 10 minutes of being ignored by her, I went to her desk and told her again that I was here to pick up my gateway.  She told me it wasn’t there and I would have to wait in line after 10 people.  I don’t think the guy who helped me at first realized she was going to make me wait and not help me otherwise why would he tell me to wait in a busy place.  He would have told me to take a seat.  With her I left the store since it appears the store doesn’t know what xfinity online does when reserving hardware.  I can see a situation where I could have waited and the gateway could have been all used up.

I then called the horrible xfinity phone system which has very limited options to select. I am now finding out there is no way to make a complaint except talking to a technician agent. All the options didn’t make any sense for what I wanted and after a few times of answering wrong, xfinity hangs up on you.

The agent apologized for everything that happened at the store which means nothing.  She took my complaints but she didn’t really know where they went.  She said it should have been ready and couldn’t understand why it wasn’t. 

I have realized that xfinity wants you to text for support so that they can try and mislead you into getting product upgrades for “no charge” but when you do, it really wasn’t “no charge” when you get your bill.  I have the texts to prove this and other misleading shady things the xfinity agents do.  I was told I was going to get a credit for my inconveniences that I have been experiencing with my xfinity hardware.  Credit???  Only the charge to the faster internet speed.

It’s just so frustrating trying to talk to an xfinity live person and when you do, you have no clue what you will be in for.

Regards,

Paul