Why is your service so poor?

Every time I pay my bill, I wonder how Xfinity gets away with it. It's just that your service slow and unreliable -- cutting out in key moments of my life -- it's virtually impossible for me to navigate. I browse through articles, take endless loops with chatbots only to reach a dead end, download and configure your apps, only to find that more and more of my time and energy is going towards something your organizations has agreed to do for me; provide me with a utility that I can count on.

How does Xfinity get away with it? You're a nation-wide service provider.  How is it that the Better Business Bureau or some independent agency of our Federal Government has not systematically dismantled what is so clearly a con? Your CEO Brian Roberts earns 35 million dollars per year. In the city that I live in, that is the equivalent income of over 500 families. And yet, your company has resources to offer one man that enormous sum. In the last century, our government broke up television providers because the monopoly they held, and the value they provided, was not worth the cost to the public. Television had become an essential medium, an anchor in our daily lives. But it sucked, because a few greedy people put more energy into consolidating value streams than providing good service. That's why the Feds stepped in.

My coworkers all use Xfinity. Some of them are my next door neighbors. Some live in other parts of the city. Some even live in other states. We're tech workers with experience, and dedicated support teams, to get the most performance from our computers and network hardware. Everyday your service lets us down. Most days, we switch between wifi and cell service, just to complete basic tasks. Yet everyday Brian Roberts gets closer to being $35m richer. Your executives and investors, they profit from this con too. And the con goes something like this: you can trust and rely on Xfinity for a monthly fee.

In the past, people drove wagons through towns and sold snake oil. These con artists made the same pitch as Xfinity. For a reasonable fee, you can rely on this thing to satisfy some essential need. The residents of those places weren't paying for a poor product, they were purchasing something they needed. And maybe these tonics worked some of the time, but they never truly delivered on the promise offered or affirmed by the transaction. The salesmen and reps wasted the time of these folks who were just looking for help. Xfinity sells snake oil, but what's different today is that everyone requires it to meet their basic needs.

I doubt you are making $35m per year. I'm sure it's hard work to respond to volumes of customer complaints and requests in a professional and courteous way. These are valuable skills that would be difficult for anyone to do, let alone well. I'm sure there are days when you have similar feelings, as an insider, but you have bills to pay so you do your job to the best of your ability. I appreciate that. I bet you and your teams worry about the day when layoffs come because there's an even better chatbot, that will never do its job as well as you can, but will mean people like Brian can afford a a new wing to their Mansion. They can buy their kids' way into elite schools through large endowments and donations, so that the cycle repeats itself. They might wrestle with their conscience for a few weeks, knowing that a new chatbot means you'll be out of a job. But you and I both know what choice they'll make in the end. And in the end they'll reach a decision that's in the interest of the shareholders, while making things more difficult for you and me. For them it's simple choice.

I could easily cut the cord on my Xfinity account, and probably have cheaper, more reliable internet service through Cricket. That would also be a simple choice to make. I don't think the choices that guide your life are that simple, dear customer support representative.

Thank you for reading my message, and know that you are not the problem or solution to my issue. Please do not waste my time asking me to troubleshoot the things I've already checked, or sending me more links to read -- I'm not paying to be your tech support. I feel ready to be done paying for things that aren't valuable, waste my time, and make a few Ivy League graduates more wealth than any one person can use in a single lifetime. Offer me free upgraded service for the next 5 years, send technicians to my home to install anything that will guarantee fulfillment of what we agreed to. Send me the latest and greatest modems and routers, signed by Bri-man's personal accountants and hairdressers. Restore my trust in -- and I mean this without hyperbole -- one of the <EDIT: Lanuage> services I have ever encountered.