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user_us3jt0
1st Topic

Visitor

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4 Messages

Monday, June 30th, 2025 5:51 PM

Change in Store Procedure Overnight

Fact 1: Your customer service and "IT" support staff are incompetent and rude.

 

Fact 2: Xfinity mailed defected equipment to which I had to return/replace at a store - 1700 Kingfisher Drive, Frederick, MD. While waiting I watched people returning equipment, without having to wait.

Fact 3: One of my devices wouldn't connect to the gateway and after spending hours trying to get this fixed, "IT" support told me to call HP. This wasn't and HP issue - it was a router issue. It's a shame that Chat GPT was able to help me and not the people you pay overseas.

Fact 4: When I returned the old equipment, I expected to drop it off in the same way I had seen other customers did just the day before. Instead, we were faced with a rude and lazy employee who yelled that everyone was angry and made us all wait at least 30 minutes, listening to her complain about her personal problems at her home rather than simply do her job. COMPLETELY UNACCECTABLE. This person should NEVER work in customer service.

Fact 5: When She finally called my name, she asked for my phone number and took the equipment. A 10 second encounter that she was too lazy to do 30+ minutes ago. And, she failed to give me my receipt. 

Fact 6: Xfinity and its employees are a very poor excuse for an American based organization. 

Question

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Updated 

13 hours ago

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XfinityArmand

Official Employee

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2.2K Messages

14 hours ago

Thanks so much for taking the time to reach out to Xfinity Support @user_us3jt0!  We are so glad to hear from you and want to help in any way that we can to ensure you are being provided with the best service experience.  No worries!  You have reached out to the best team to ensure things are taken care of.  Please feel free to shoot us a private message with your details so that we can get started. 

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 • An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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user_us3jt0

Visitor

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4 Messages

I was on the phone and dealing with "official Xfinity employees" all weekend. I have zero desire or confidence that this generic chat forum will helps any situation. Hence, I'm sure the main reason for your extremely low customer service scores. One fact that I failed to include earlier - as a 35-year year-long customer, to be "managed" in this fashion, tells me everything I need to know to push for Verizon Internet and cable services in my area sooner than later. Switching providers will make this past weekend worth it the hassle and frustration. 

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14 hours ago

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XfinityMatthew

Official Employee

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331 Messages

@user_us3jt0 I am sorry to hear about your recent experience with us this previous weekend. We certainly appreciate your loyalty with us and wouldn't want this experience for any of our customers. Our team here on forums is part of our corporate group and can help with a multitude of issues you may be experiencing. If there is any unresolved issues with your account that our other teams failed to fix for you we would be happy to get it fixed. Please feel free to direct message us if there is anything we can assist with. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 hours ago

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user_us3jt0

Visitor

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4 Messages

If you don't take immediate action on the overnight change of procedures and lack of customer service at the Kingfisher location in Frederick MD, it confirms that you support this kind of service and makes it even worse that your complacency comes from what you call your "corporate group"

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13 hours ago

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XfinityMatthew

Official Employee

 • 

331 Messages

We would be happy to send this case over to the Corporate Employee Escalations to look into the store and the employee that you interacted with there. To do this we would need a direct message with your full name and your service address to get the information required, so any personal information isn't posted here on the public forum. Please send us a message if you'd like to move forward with that. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 hours ago

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