Customer service experience

Hello,

I hope this is the correct place to voice my concerns. The fact that I cannot tell if this is a customer service forum and cannot find an easily labeled alternative on your webpage is indicative of the issue I am writing about.

I would like to say that once I actually got on the phone with a person, I had a wonderful experience. They were kind and efficient, I had no issues with them. However the overall experience was miserable and leaves me with the impression that I will not use Xfinity again and will not recommend it to anyone.

I wanted to cancel my service, which I feel should have been a very straightforward process. However after searching your website for 10-20 minutes I found barely any information about cancelling service, only ways to modify services, which is a very different process. Please make this information easily available. I am

aware it is well within industry standards to reduce information about cancellation, but I do not believe it excuses the action. It is skeevy and made me feel manipulated. You have a chance to set yourself apart from other large companies and have instead placed yourself close to the bottom in terms of information transparency. 

Additionally, after finding the two sentences of available information, I found out I had to cancel by phone. That is fine and understandable. What was incredibly frustrating to me was having to “schedule a callback” late into the evening, several days after my initial search. I implore you to restore the infrastructure necessary for a well manned customer service hotline. Having to “schedule a call” made me feel unwanted. As a consumer, I think it is valid to expect the ability to contact a human customer service representative within a business day. This is, I believe, well within industry standards. The chatbot you are hoping to offload some of this responsibility onto was completely unhelpful. It was unable to provide me with any of the answers I was looking for. I know the tech industry is moving towards AI, I am writing to let you know that your AI is not ready for the responsibility. Instead of replacing human customer service, you have almost completely negated customer service. 

I hope you took the time to read my email as I do consider both of these issues imperative to both customer service and accessibility. If I was older, intellectually disabled, or even blind, I doubt this entire process would have been manageable for me. I get that you want less people canceling internet service, but at what cost? 

Also, the tags button on this forum is broken. Every time I’ve clicked it, it reloads the page with an error signal and deletes my response. 

Thank you for your time.