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jonnod
1st Topic

2 Messages

Thursday, October 31st, 2024 6:58 PM

Is this normal customer service?

I am trying to have an issue resolved with an online agent. But they seem to take enjoyment out of making me wait. It's been 35 minutes and counting... See the attached screenshots with timestamps.

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15 days ago

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XfinityThomasB

Official Employee

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1.5K Messages

22 days ago

Howdy jonnod

Having some time between the messages is normal but repeating that same message and the short messages after the wait is absolutely not normal, we will help get this figured out. We have been very busy getting recovered from the hurricanes, but all those repairs are almost in the rearview so the pace should for be speeding up. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

 

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jonnod

2 Messages

Hello,

The issue is with the customer service I was receiving. The agent seemed to be purposefully making me wait, and then doing nothing. I don't think that I'm being paranoid, the messages pretty clearly show the agent responding at 5-10 min intervals with nothing other than "I'm still here"

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15 days ago

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XfinityGabriel

Official Employee

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1.9K Messages

 

jonnod, Hi there! Thanks for reaching back out. This is definitely not the superior experience we strive for. You've come to the right place. We will do everything within our power to rectify this. Our team of corporate digital and social media experts will make this right. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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15 days ago

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