Visitor
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3 Messages
Complete breakdown in communication
I set up new internet service for my new home to be activated around October 4th. The current homeowners still occupy our soon to be home. For whatever reason, Xfinity shipped out the new equipment to the new address without warning and without my authorization. I called the Xfinity number to get through to an agent, which was not easy, when I got the notification of the pending delivery. They said they would redeliver the equipment to my current address tomorrow. The new equipment still ended up getting delivered to the new address today while the current homeowners still occupy it. To describe my frustration would mean to use some choice four letter words that I'm refraining from using as of right now. How in god's name could Xfinity allow this to happen? How or why would they deliver equipment when I do not live there as of yet? Why does it have to be so difficult to communicate to a living, breathing, and intelligent human being in this company? This was a huge failure, and Xfinity is completely at fault for this disaster. I never authorized delivery for today and now I don't even know if Xfinity truly knows what has happened. You need living, breathing human beings to communicate with. You can't streamline everything and people don't want to talk to robots.
XfinityJohnG
Official Employee
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3.2K Messages
7 days ago
Thank you for reaching out to our team here about that issue with the order. I am sorry to hear about that experience, and I will be happy to look into that from here. In order for me to check on that I will have to ask you to send me a direct message with the full name and the complete address for that new service. To send a direct message.
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
How to: Direct messaging within the forum | Xfinity Community Forum
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golfsmez32
Visitor
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3 Messages
6 days ago
There's more to this story, here's part 2: I get a text at 9:13pm that the driver picked up my equipment and is on their way, which is way too late to be delivering. Then, 15 minutes later I get text saying that it's been delivered and a photo to prove but it's the wrong [Edited: Language] house. I mean for god's sakes what is wrong with you people? First, you prematurely sent equipment to a house I do not yet own and then you deliver another piece of equipment to the wrong house at 9:30pm, which should never have been sent to begin with. [Edited: "Inflammatory"] This is the absolute worst customer experience I've ever experienced. I've worked in retail for 8 years, so I know what customer service is all about. My wife talked to a representative tonight, and he was at lost for words after all was explained to him. You bet your [Edited: Language] I want to be compensated for this. It is too late tonight to speak anymore of this with another representative. I want a phone call tomorrow morning with an apology and compensation for this whole mess. Shame on Xfinity for allowing this to happen.
(edited)
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Again
Expert
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34.9K Messages
6 days ago
@golfsmez32
Have you thought about talking with your real estate agent to see if they could retrieve the equipment from the current homeowners? Unless they sent it back or decided to keep it, they may have been nice enough to just leave it there for you for when you take occupancy. I personally would have just gone over there and asked if they received the equipment and could you please have it, but that's just me.
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