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Customer Service Bites

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Frequent Visitor

Customer Service Bites

One of my little TV boxes died. No big deal. It happens. But all nearby stores are closed due to Covid-19, so have been trying to get a new box shipped to me. Three attempts and over 3 hours on hold later, still no delivery of the box (it was supposed to be shipped but wasn't, then was supposed to be delivered by a technician but wasn't). I get Covid is messing up normal procedures, but this is waaaaaay beyond that. I think it may be time to cut the cable.

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Official Employee

Re: Customer Service Bites

The Xfinity stores are open again (in most places, but not in Florida, because COVID...)

https://www.xfinity.com/local/store-offers?q=39.9605013%2C-75.1764561


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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Frequent Visitor

Re: Customer Service Bites

Your response is another indication of poor customer service.  As I said in my original post, ALL THE NEARBY STORES ARE CLOSED. Trust me, if I knew this would have been so much trouble, I would have driven the extra distance to an open store, ANY open store!

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Official Employee

Re: Customer Service Bites

@dcotz 

 

Volunteer here (who works at HQ and does this past his 8-7PM day job). 

Makes sense it's closed as you're in Florida and the Ft Lauderdale store does indicate that. 

 

UPS indicates a self-install kit was delivered this morning at 10 AM, did you only recieve your HSD gateway and not video boxes? If so I'll escalate it, we need folks with biller access to take a look to process the swap. 

 

 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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!
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Frequent Visitor

Re: Customer Service Bites

Yes, I received the little cable box. Only took 3 calls, 3 hours, and 10 days. Now we’ll have to see what happens with my bill, which is reflecting both “new” service changes as well as some credits.