The problem is that you are existing customer,,,
Apparently, xFinity spent 7.7 billion dollars to cover the Winter Olympics and are using this to promote their 4K broadcasts. Sounds good right? Looked into it and was able to determine that my X1 box needed to be swapped out to watch the various 4K broadcasts. So I tried to contact customer service-- via online chat. After 2 attempts, gave up and had them call me back-- autobot did immediately but lost me on transfer. Tried again, got connected with customer service representative. She listened to my needs and was able to confirm that my local store did have the 4K X1 boxes (in fact there were 40 of them). I asked if she could reserve one of them for me and she said she was able to do so. I drove over to the store (with my X1 box, power cord and remote) and had to figure out their protocol-- had to sign in and wait for a representative. About 45 minutes later, spoke with a young man who was interested in what type of 4K TV I had.
I explained that I had reserved a 4K X1 box in an earlier call to the 800 support center. He went in a door to a back room for about 5 minutes and came back telling me that their store did not have any 4K boxes. He knew nothing about my reserved box.
I was livid-- then I realized that this is typical for existing customers.
As I was driving home, contacted the 800 number again, told her my story and was able to order a box through the mail. Explained my story, and expressed that I would like an explanation of how this misservice could have happened... We'll see,
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