Community Forum

Can you improve the service and communication?

New Poster

Can you improve the service and communication?

I am a current customer of Comcast / Xfinity. I just got off the phone with one of your service representatives and had questions about my bill. I asked about restructuring my service to lower my bill enough that I might be able to add other services to it. I came away very frustrated with the experience for the following reason. I could tell that the representative did not have a great command of the english language. I don't mind that at all if we are still able to communicate, but in this case the representative was not understanding my questions, and all I was gettting back was what felt like talking points she was reading from a prepared script.

 

Unfortunately, this has been my experience all too often when dealing with customer support, be it technical questions or billing questions. More times than not when I call in, it seems I talk with someone I can't really communicate with. If I were the head of Comcast, I would be asking myself, "How much is it really helping my company or saving us if our customers are constantly frustrated when they come to us to ask a question or to get help?"

 

In the end, your product is a good one as long as its working and I don't have questons. When I do, its a terrible experience. Please take a look at this area of your company and what you might do to improve it. I enjoy your product and would like to remain a customer. Interactions like this are making it more difficult for me to justify doing so.

 

Thank you.

Official Employee

Re: Can you improve the service and communication?

Greetings, ryanskeller! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the experiences you have been running into when you reach out to us by phone. We certainly appreciate and value your feedback and I will make sure this gets passed along to the proper channels to be reviewed. Did you still need assistance with your account? If so, feel free to send a PM with your first and last name so I may further assist you.

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Can you improve the service and communication?

Hello, ryanskeller. I have not heard back from you. If you still need assistance, please feel free to start a new public thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!