2 Messages
Terrible customer service experiences
I have been a customer of Xfinity (mostly internet) for over 12 years and while service performance is good, the customer support and experience is beyond terrible.
- Websites are really slow (have been for years)
- By design, it is made impossible to connect to a person to get help. Phone redirects to chat and chat first avoids connecting with agent and then connects with folks in India (who have limited to no abilities to help).
- You get logged out randomly, agents in India lie, make up answers, dodge questions, put you on long holds, etc. while still being unable to actually resolve your issue.
I can write chapters on the details of my experiences but my level of frustrations for this terribly incompetent service are already very high.
I have written to Tom Karinshak, President and Chief Customer Experience Officer at Comcast (email I used was [Edited: "Personal Information"]) but his office obviously made sure to have someone call me to lave a message that they would like to send me a pre-paid visa card (instead of listening or resolving my issue). The caller sounded completed uninterested and was reading their script so fast as they likely had a list of folks they need to send visa cards too.
Sharing my experience here with others for visibility and I can dive into the comical details here with saved transcripts of some of the chats.
XfinityKei
Official Employee
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1.1K Messages
3 months ago
@user_jmvgrh I'm sorry to hear how your phone and chat experience has made you feel. I will share your feedback about the difficulties you faced trying to reach a live person, hold time and incorrect information you’ve received. Our Xfinity App also has a place for you to share direct feedback as well.
You're in the right place for help as we can assist you here.
Can you provide us with more details on the nature of why you were calling in?
I
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XfinityJustinC
Official Employee
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893 Messages
3 months ago
While we can certainly appreciate your desire to receive immediate assistance with your issue, sending unsolicited direct messages to our team or any other forum user is a violation of our Xfinity Forum Guidelines and our Xfinity Forum Acceptable Use Policy. We ask that you please review those documents thoroughly as repeated violations could result in a revocation of a user's Xfinity Forum posting privileges. Please remember, by having an account and utilizing these forums, you have already agreed to the rules, policies, and guidelines contained within those documents as well as any other posted documents throughout the community. Thank
Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. If needed, we may invite you to send us a Direct Message. Due to the nature of this platform there can be delays in our response time frames.
I'd definitely like to ensure that all your account concerns can be addressed, and will follow up with you in the DM you had sent.
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user_m273s6
1 Message
3 months ago
Terrible!!!!! I just got extorted for $350.53!!!! All started with trying to save money & cancel service. I had no contract but they somehow managed to extort me for services I didn't even receive. All because I need their high speed Internet. If I didn't need the Internet I wouldn't have given them anything!! Everytime I called to talk to an agent, they saw something else or didn't see that at all & gave me different numbers every time! A bunch of lying crooks!! God don't like ugly!!!!
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user_849wuz
3 Messages
28 days ago
Xfinity also forced me to pay a Payment arrangement early for $443.86 after I was told multiple times I could be put on a payment plan. I called multiple times trying to get a refund only to be lied to again and eventually told I wasn’t getting a refund. You all should be ashamed of yourselves. I also contacted “Tom” and I want my money back. I also canceled my service because I was tired of this [Edited: "Language"]. You all prey on all of us and treat us like absolute [Edited: "Language"] and we are tired of it. Give us all what we are owed! I want my MONEY BACK NOW!!!
(edited)
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