Hi @XfinityMarcos,

I'll reply to your DM but want to clarify that I sent a DM to ask a personal question about my personal username here in the forums and it was a situation that I didn't want broadcasted (it helps no one and is pertinent to only me).  For all the issues I've described, I posted here and waited for someone to potentially respond.

It's funny that you say Xfinity wants to be as public as possible, but your system has no way to save or print chat transcripts with support agents (a common topic of contention I've found here in the forums) and you claim it's because chats are for internal training and use only ... um, if it's a chat with me, I am privy to the information.  I always find it shady when a company makes saving a chat transcript difficult and Xfinity goes above and beyond - even printing it is near impossible and if you try to select the chat transcript, you can only select pieces of it at a time when trying to print it and even then it won't print it all.  It's like Xfinity is intentionally handicapping customers from documenting their experience.

Your company allows SALES chat transcripts to be saved, printed, and even emailed quite easily - but not the actual SUPPORT chats that show your SUPPORT agents misspeak, lie, or are just unhelpful.  Why have a totally different chat platform for SALES vs SUPPORT where SALES chats get US-based reps and pre-customers have the ability to save the information for future reference, but once you are a paying customer, your platform for chat is an automated system (Xfinity Assistant) that is anything but intelligent and when you get connected to an actual agent (when the automated assistant is useless), it's an overseas rep who can't understand half of what you are saying and has a script they have trouble deviating from?

I've been a customer for a few days and I've had more issues than days I've been a customer.

I'll follow-up with your DM (which I appreciate).  But I don't like being openly "scolded" for sending a DM for a private matter that has no application to other customers - when I very clearly posted my issues that could apply to other people in this original post.  I didn't send a private message about the many issues in my original post (nor any of the continued issues I've encountered).  Edited to Add: You may not have intended it that way, but that's how it came off - especially since my DM I did send had nothing to do with this post, but you correlated the two by replying here and bringing up a reminder of violating your forum guidelines when this post did not violate your guidelines (at least to my knowledge).

I'll reach out shortly (this evening or tomorrow) with the information requested.  Thank you.

Also Edited to Add: I only reached out here on the forums because I the support from your chat support agents has been abysmal, to put it politely, and I leave each communication with more headaches than answers.  I've heard horror stories of Comcast / Xfinity support, but I thought maybe those were one-off situations.  So far, I can't say I've been impressed.

@user_wkk228, I can only imagine the frustration and bad taste it leaves when you just started your account with us and ran into some issues. I'd be feeling the same way, but I promise I'll do all that I can to help you. Since we'll need to get full access to your account, we'll need to proceed in a DM. I look forward to working with you. 

@user_wkk228​ 

Just jumping in to provide a bit of insight into our Xfinity Forum and how it operates. @XfinityMarcos was following our Forum Guidelines and Forum Acceptable Use Policy when they reminded you to please refrain from sending unsolicited direct messages to our team, or any other forum user. Sending unsolicited direct messages, even for a private matter that no other customer can assist with, is a violation of those posted policies. We ask that you please review those documents thoroughly, as repeated violations could result in a user's Xfinity Forum posting privileges being revoked. While we never want to get to that point with any user, please remember, by having an account and utilizing these forums, you have already agreed to the rules, policies, and guidelines contained within those document as well as any other posted documents throughout the community. As an Official Employee, it is all of our collective responsibility to ensure all users are adhering to all posted policies at all times in this space and ensure we share information about possible violations to help users avoid concerns in the future.

As for your username, like with unsolicited direct messages, all forum usernames are required to adhere to all posted policies and guidelines throughout the site. This means, if there is any type of potential violation, Forum Moderators will edit the username to prevent any future concerns. If you would like to have it changed further, you are welcome to share your new requested username with me directly, and as long as it adheres to all posted policies, we will happily change it on your behalf. 

For any other questions or concerns related to this Xfinity Forum, feel free to share them with me directly.

Thank you in advance for your continued adherence to all posted policies. 

-Forum Administrator