Community Forum

Customer Service Bites

dcotz
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.

ComcastJonathan
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


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dcotz
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!

ComcastJonathan
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 HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
dcotz
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.