What has happened to Customer Loyalty and Support department?! I have been a loyal Comcast/Xfinity customer for 15 years. I have been loyal because, despite marginal customer service on many occasions over the years, Comcast has been willing to provide pricing similar to me as the "teaser" rates offered to new customers. For the past 4-5 years each time my triple play contract has expired, I have contacted Customer Loyalty Support and they have always helped me (a representative would negotiate a new 12 or 24 month agreement for me with Comcast that would be within a few dollars per month as my old contract price). Two years ago I negotiated a 24-month contract with a great representative (I think he goes my ComcastJoeTru in the forums). He told me when my contract expires in two years to simply call the 1-800-xfinity phone number, ask for Customer Loyalty Support and I would be taken care of as a long-time loyal customer.
I got off the telephone with 1-800-Xfinity about an hour ago. I had a 90 minute phone call/attempt to negotiate a new contract with a representative who said his name is "Fer" (he even spelled his name for me over the telephone). "Fer" tells me he has no knowledge of a Customer Loyalty Support department, that no one in the call center has ever heard of anything like it, and that he can give me the best contract pricing (he couldn't even get within $15 per month for my current services). I repeatedly requested that he transfer me to Customer Loyalty, and he repeatedly put me on hold and returned to tell me that he could give me the best price. I eventually demanded to speak to his supervisor and was somehow mysteriously disconnected at that point. I had also placed a request to complete the survey at the conclusion of my phone call (which I always do when I call the 1-800-Xfinity line) and have yet to receive the survey phone call (I have always received the survey call within minutes of hanging up the telphone, but not tonight! Very interesting!!). I just want to be treated like a loyal customer. I can get marginal service at a cheaper price by going to other providers. I have stayed wtih Comcast over the years because I feel there has been a reciprocal sense of loyalty between me and the company. If someone doesn't help me out quickly, I will throw Comcast into the junk heap of other "big name companies" who have lost sight of the importance of keeping good and loyal customers. I'm still hoping I can be a Comcast guy. I'm not exactly sure why. I guess I believe that loyalty should still mean something.
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