TERRIBLE CUSTOMER SERVICE - Drop Bury Request

I have had BY FAR, the most terrible customer service experience in the past 48 hours.  It should actually be a crime for Xfinity to have this listed on their website as their customer experience "We continue to be on a mission to provide world-class products and experiences that save our customers time and simplify their lives. For more than a decade, we’ve relentlessly pursued the best customer experience, driven by our longstanding Customer Commitment to continuous improvement, innovation, and listening to our customers."

It could not be more clear or obvious at how truly terrible Xfinity treats their customers... Not only would I not "recommend" Xfinity to a friend or family member, but for the rest of my life will make it my duty to ACTIVLEY steer anyone I speak with AWAY from this company.

Over 2 weeks ago, the internet line underground in my yard was cut. Right away, I called Xfinity. After spending over an hour jumping through every hoop and winding my way through their maze clearly designed to restrict their “loyal customers” from being able to speak with a real person I was connected. The “first” conversation went well. They had someone come out the next day to run a temporary cable to restore my connection, and 2 days after that, the electric and gas companies showed up to flag out their underground utilities. I was told it is typically 7-14 days before they will return to bury the cable, but could be even sooner. So, fast forward 2 weeks, I’ve had this tripping hazard cable laying across my lawn, utility flags everywhere, all of which need to be moved every time I mow the grass. Trying to keep kids from getting hurt, dog from chewing on the cable etc. with zero communication or updates from Xfinity.

So, then begins the 48 hour long, ATROCITY of a customer service experience. The first hour started with again dealing with the “avoid at all costs the customer have the ability to get a hold of a real person” experience, before being able to talk to a real person, where I explain my situation. I’m told (insert every copy and past apology/ “no need to worry sir” here), they have scheduled me for an appointment the next day for the bury service to be complete. I made it very clear that I wanted to be home when the bury process was being completed, and that to make that appointment, I would need to leave work early.  They 100% confirmed that someone would be there in that time slot to complete the bury. So, I leave work early, the technician arrives and simply asks “So, what’s going on with your internet”. I said “Nothing, you were supposed to be burying the cable”. He says “Oh, Xfinity technicians don’t bury, but Xfinity contracts a local company to complete that and I would need to call back.” So, now it is once again my problem and duty to call back and fix the issues they created, ALL WHILE LEAVING WORK EARLY TO BE THERE. So, I call again (and again, deal with the pain in the *** of trying to get a hold of someone. I explain what happened, and that I SPECIFICALLY NEEDED a drop bury request.  They tell me (again, insert all copy and paste apologies and “no need to worries” here), that there had been a mistake, and they had rescheduled it again for the next day. The next day, same thing, I go home, and no one shows up.  Call again and they told me “I never had an appointment scheduled”, and there “were no notes stating this on my account”. Yep, I must have been lying while I was starting right at the screenshot I took of my appointment confirmation that “NEVER” existed?! So, what do they do “No need to worry sir”, schedule it again. This third time, someone actually shows up, BUT, “Hey, so what’s going on with your internet?”…… “NOTHING IS WRONG, I NEED MY CABLE BURIED”. Service tech (who I realize this is not their fault), again says “Hmm, yeah this was just setup as a “trouble call service”, we don’t bury cables. You’ll need to call Xfinity and have them schedule that. At this point you can imagine my blood pressure and anger.  So, I call again.  This time, the lady tells me she ABSOLUTLEY has created a ticket for a drop bury, and I “have no need to worry”, because the other agents made a mistake, but she had completed it correctly.  This time, I get an appointment confirmation. She tells me that the time slot for the next day is simply a reserved time in their system for someone to call and schedule the drop bury, not an actual appointment. I just should expect a call during that time for the scheduling. So, this is today now, that time slot was from 10am-noon, I get a call while I’m at work, “Hi, this is your Xfinity Service tech, I have arrived at your house for the trouble call you had scheduled today, what’s going with your internet?”. ARE YOU KIDDING ME?!?!

Every one of these phone calls they have “sincerely apologized”, “escalated to a higher team to get me on “priority””, “logged a formal complaint for my troubles”.

I feel completely lost, beyond frustrated, and quite literally stuck for what I am supposed to even do from here.  MIND BOGGLING how wild and terrible of a situation this is and just want to world to know.