Poor customer service

I am extremely dissatisfied with the service I have received while trying to obtain the two WiFi extender pods included with our Xfinity Pro plan. Despite multiple attempts to resolve this issue, we still do not have reliable internet coverage throughout our home, particularly in our home office.

Here is what I have experienced:

• Online chat: I spent nearly an hour and was told two extender pods would be sent to our home. Instead, I received a new gateway and backup WiFi unit, which I returned to an Xfinity store.
• Store visit: I spent another hour at the store, where I was told the pods could not be provided and a technician was scheduled.
• Technician visit: I took an afternoon off work to be home for the appointment. The technician confirmed our coverage issues but did not have the pods and instructed me to contact Xfinity again to get the pods that would resolve our issue.
• Phone call: After another hour on the phone I was told they couldn't help, I was told an appointment would be scheduled for me to pick up the pods at the local store. I specifically confirmed that the pods were included with our plan and that I would not be purchasing them. I was promised an email confirmation, but I received nothing, and no appointment appears on my account.

This level of customer service is unacceptable. I have now spent approximately three to four hours trying to obtain equipment that is explicitly included in our plan, in addition to taking time off work, and I am no closer to resolving the problem.

It is particularly frustrating that I can walk into an Xfinity store today and purchase the two pods for $199, yet I cannot seem to obtain the same equipment that we are already entitled to under our existing plan.