How does Xfinity survive with such terrible customer support?

To: Kohposh Kuda (only his email and address are hidden from the public)

 

I  spent most of today (Saturday, January 10th) becoming more frustrated with Xfinity Mobile and my decision to switch last month from Verizon to your mobile platform.

Today, I had to go into an Xfinity store in Aurora Colorado to purchase a replacement smartphone for one my daughter lost.

I told the agent that helped us that I wanted to keep the same plan we had and simply wanted to purchase the phone.  (There was a deal to upgrade from Unlimited to Premium Unlimited that we declined). When we got home, I had emails confirming a line upgrade which we explicitly said we did not want and application of the promotional discount on the phone.  I returned to the store and explained what had happened to another agent.  He told us that he could fix it and indicated he had.  

This evening, I went online and saw that the promotional discount had been removed from the phone, but the line was still listed as Premium Unlimited.

I contacted online chat support to explain the problem and asking how we return our plan to what it was before the first agent made a change we did not want or ask for.  I was on that chat for over an hour with reps passing the chat off to others....a total of six different reps....each requiring me to start from the beginning!  Finally, I was able to get a supervisor who told me they couldn't fix the problem...that I would have to call Mobile Care.  (But six prior agents 'assured' me they could "fix" my problem...'were sorry' for my experience....and thanked me for my 'patience'.  Their script is maddening when it is so disconnected from what they could do.

As instructed, I then called Mobile Care and got someone that seemed to understand the problem and how to fix it.  He told me to wait ten minutes and check the web site.  He said  I should see all the lines back to Unlimited.  I waited thirty minutes, checked, and one was still a Premium Line.

I called Mobile Care again and the woman I spoke with said the only way to fix this was for me to go into the store tomorrow with the purchased phone, return it, deactivate the line, and start over!  She also indicated I should check the APP not the web site.  Not sure what is going on there, but it clearly conveyed the web site had incorrect data.

It seems if an agent in one of your stores makes a mistake, it can't be undone!  I am ready to leave Xfinity and find another provider but agreed to wait until February 5th when a new billing cycle begins.  The last agent thinks she may be able to change the Premium back to just Unlimited on that day.

If that doesn't occur, or if other issues surface, e.g. the charge per line, I will be switching providers on February 6th.

My reason for writing is that a mistake by the first store agent should not lead to a second visit, an extended online chat, and two more calls to Mobile Care.....all totaled over five hours of my Saturday to correct a mistake by a store agent and come away with the error not yet fixed!

Pretty clear what Xfinity's commitment to customers is, and its not good!