Here's the background, I received an email from Comcast to claim free extender
I tried to claim the free extender but was unable to do so online. Links take me to a redeem page.
When I click "Redeem Your Pod" it takes me to a page that shows:
Good news! Xfinity service is included at your address.
We've partnered with your community to bring Xfinity service to your location.
So I called the number on the screen 855-638-2855 to claim my free extender. I was on the phone for over an hour with the agent explaining that yes I am in a building that has bulk service from Comcast, but that bulk service only includes TV. There is no bulk internet service provided and that I separately am a direct customer with Comcast for my personal internet service for my apartment. Agent indicated a few times that I needed to check with the administration in my building for the extender even though he recognized that I am personally being billed for my internet service. After an hour plus on the phone he told me that after checking with another team member since I got the first email telling me I qualified for the extender I should wait and expect another email indicating the extender is on the way.
I do not have any confidence that in fact I will see such an email without executing an order, in which case I would expect to see a confirmation that the order was placed for the extender.
So first, I am unhappy with the online experience with not being able to self-serve presumably because the account is flagged as bulk. I also get the same result If I try to purchase extenders online.
And then even more frustrated with spending over an hour without satisfaction on the phone to attempt to do what should be very simple.
Thanks in advance for your assistance with this matter and hopefully some root cause analysis and corrective actions that would benefit all bulk customers in the future.
Sincerely,
[EDITED: Personal Information]
P.S. I also got a follow-up email to a feedback request about my recent interaction. I did reply as requested to Rene's email, but it's a "no-reply" address so Idoubt it went anywhere!
Hello [EDITED: Personal Information],
My name is Rene and I work in Customer Experience at Comcast. I want to thank you for completing our survey about your recent interaction with us. It sounds like we didn’t meet your expectations, and I apologize for falling short.
I attempted to reach you a few minutes ago by phone. Your feedback is very important to us and is essential to helping us continually improve the Xfinity experience for customers like you. Please feel free to respond directly to this email with any additional details on how we might be able to improve your overall experience.
Thank you for being an Xfinity customer.
Kindly,
Rene
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Comcast Cable, One Comcast Center
1701 JFK Boulevard, Philadelphia, PA 19103
Attn: eMarketing
XfinityFrank
Official Employee
•
1.4K Messages
1 day ago
Hi there, @user_54rudt! Thanks for reaching out to us here on the Community Forum and sorry to hear about the poor experience getting help with your WiFi Evaluation and extender. We can work with you on a resolution and pass along your feedback. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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