B

9 Messages

Saturday, February 24th, 2024 8:05 PM

Worst possible support available. Update!!! See below!!!

Xfinity mobile is horrible!

Talked into getting Google pixel 8's on promotion.

Received the phones and immediately regretted our choice.  These phones are glitchy and digitizer is terrible.

Called xfinity mobile "support" (what a joke).  Explained the issue and noone would help, they would just read thier script and didn't care whatsoever. Even up to supervisors who are powerless to do the right things to ensure customer satisfaction.  Finally just gave up. What a mistake choosing xfinity mobile.  Totally regret that mistake.  I'm stuck with phones I hate, paying a company money I hate even more because they don't care and I'm screwed.  Cannot find a corporate number to contact. 

I will forever regret doing any business with xfinity.  They are a monopoly that needs to be dissolved...

--update!!!

I'm not sure if I'm allowed to provide the name of the person I talked to, and will update if given permission to do so.  
The fantastic rep, Janae S, who contacted me is by far, the best rep I have ever talked to at ANY corporation!!! She had restored my faith in xfinity!!! She deserves a raise.  We worked out a resolution and I'm eternally grateful for her assistance!
Thank you, JS!!!
Bill Campbell

Accepted Solution

9 Messages

1 month ago

UPDATE!!!

I'm not sure if I'm allowed to provide the name of the person I talked to, and will update if given permission to do so.  
The fantastic rep who contacted me is by far, the best rep I have ever talked to at ANY corporation!!! She had restored my faith in xfinity!!! She deserves a raise.  We worked out a resolution and I'm eternally grateful for her assistance!
Thank you, JS!!!
[Edit: Personal Information]

(edited)

4 Messages

2 months ago

I have experienced terrible support and customer service as well. Their agents lie and promise things that they never deliver. 

9 Messages

Somethings gotta change... Monopoly corporation that's too big to give [Edited: "Language"] about customers. 

(edited)

Visitor

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2 Messages

2 months ago

Amen. Comcast as a whole has the most wretched customer service of any company I have ever dealt with and it’s been that way for decades.

9 Messages

It just isn't right.  We, the customer, are the reason they are in business.  They need to remember that. Without us,  they fail.  All I want is to be heard, treated with respect and offered a solution to my problem. 

Official Employee

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437 Messages

@user_6736c1 I am sorry you had a bad experience working with Xfinity Mobile customer service. Do you still have mobile concerns we can assist you with?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 Messages

2 months ago

Could I please get some help from a xfinity rep?  I would hope that there would be someone who would assist me?

Official Employee

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821 Messages

Hello @Bill98tec, thank you for taking the time to reach out on social media. 

We have a specialized team of experts that are able to assist our Xfinity Mobile customers. That team can be reached at 1 (888) 936-4968 via text message and over the phone. If you'd rather chat with a Mobile expert online, that can be done through this link comca.st/3G78PAk. Here's a link to our Xfinity Mobile website https://www.xfinity.com/mobile/support.We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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9 Messages

Thank you for your reply, however, I have tried all the standard channels with no success.  I need to speak to a specialized team who is willing to listen to my problem and have the authority to do the right thing for this kind of situation.  Put me in touch with someone who can help.

Thank you,

Bill

Official Employee

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2.2K Messages

@Bill98tec We can definitely see what options we have available to help you. I understand that you had purchased the Google Pixel 8 on promotion. Can you tell me more about what has happened and the resolution you are looking for? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 Messages

@XfinityBillie​ hi,  were you going to try to resolve this, please?

Official Employee

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920 Messages

Hello again, @Bill98tec! Thank you for reaching back out. While our team can help with a wide variety of concerns, due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform -- this includes billing, sales, device questions, etc. For all Xfinity Mobile related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968 or reaching out to our Secure Online Chat. If you have already reached out to Xfinity Mobile regarding your concerns, and they are still unresolved, our team can help facilitate communication with the appropriate team. Please send our team a direct message to get started.

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

2 months ago

Your customer service is wretchedly poor. You make it nearly impossible to speak with an actual human being. Customer service agents in North America are non existent. When after hours of fighting with your automated phone trunk one is connected with a human [Edited: "Inflammatory"]. The scripted responses to queries are ludicrous. When one is told you'll call back rather than have a client wait on hold for who knows how long and one agrees and the incoming call arrives you are asked to press "1" to accept the call. [Edited: "Inflammatory"]. Finally after fighting through the automated phone trunk once again and asking repeatedly to speak with an "agent " over and over again one is put on interminable hold with the obvious goal of making your "valued customer" give up and end the call in despair. If one does have the intestinal fortitude to wait on hold until an agent finally does pick up the call [Edited: "Inflammatory"]. [Edited: "Inflammatory"/"Language"]. You folks think you have us as a captive audience. You are dead wrong. I've been a Comcast customer for 30 years. Your product is good. Your prices are exorbitant. Your customer service is the absolute poorest of any company I've ever dealt with. It's been that way for decades. I was in the retail customer service industry for 45 years. I know the difference between "an enjoyable purchasing experience" and "wretchedly poor unsatisfactory service." [Edited: "Inflammatory"]. As the electronic entertainment and communication business continues to diversify and expand you have two choices. Improve your customer service dramatically and prosper or continue with your current posture [Edited: "Inflammatory"] That is a satisfied customer. Get it together or perish.

(edited)

9 Messages

@user_6736c1​ I can relate...

A little secret,  I am a former tech support engineer for a very, very large US software manufacturer, where for five years,  '98-'03, I answered almost 20,000 inbound support calls.  We were the best of the best and we took great pride in providing the best technicial and customer service available. Our average satisfaction rating was in the mid-90's out of 100%.  My personal rating was 94.3%. In '03, they decided to shift support overseas to save money and customer service has never been the same.   There rating after the first year w 7%.  Highly doubt it's gotten much better. It's sad that they put so little value in such high quality service in order to save a buck. 

9 Messages

I'm not sure if I'm allowed to provide the name of the person I talked to, and will update if given permission to do so.  
The fantastic rep who contacted me is by far, the best rep I have ever talked to at ANY corporation!!! She had restored my faith in xfinity!!! She deserves a raise.  We worked out a resolution and I'm eternally grateful for her assistance!
Thank you, JS!!!
[Edit: Personal Information]

(edited)

Official Employee

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744 Messages

That is amazing news @Bill98tec, thank you so much for sharing the update! You are allowed to speak of the experience you had as well as the name of the person you spoke with as we want to hear of both the good and bad experiences! 😀 It is so wonderful to hear that you were able to connect with the expert you needed to resolve your issue, and we appreciate your sharing such a positive experience. We will definitley make sure this is forwarded over to the correct teams for notice! If there is ever anything else that our team here can support you with, please don't hesitate to let us know. Our team is available to you every day from 6 AM - 12 AM ET to help!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New Poster

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3 Messages

26 days ago

I've had a horrible experience with xfinity mobile and even after multiple escalations with several departments I still not [Edited: Inflammatory].  I got a partial solution that let me [Edited: Inflammatory] of $454 still.  This department blames that department and thus the run a round continues.  Here's the worst part I'm an employee for comcast for over 8 yrs now  and it makes NO difference to them. 

(edited)

Official Employee

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1.1K Messages

Thank you for reaching out to us Ereese2! This is not the experience we want you to have. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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