Xfinity customer complaint

Dear Xfinity Customer Support,

I am writing to you with a heavy heart and profound disappointment regarding my recent, and thus far, deeply troubling introduction to Xfinity services. Just last week, I made the decision to entrust both my internet and mobile services to Xfinity, initiating a switch from my long-time provider, Metro PCS. This decision, however, has led to an experience characterized by deception, disrespect, and a significant waste of my precious time, energy, and personal resources.

The catalyst for my decision to sign up was a clear and explicit promise made by one of your sales agents: I was assured that by signing up for Xfinity Mobile, I would receive a free Google Pixel 9. This was a significant factor in my choice, and I moved forward with the sign-up process based on this seemingly straightforward offer.

Imagine my distress when, following that agent's instructions, I drove 8 miles to the Xfinity store, only to be met with a harsh reality. A store agent informed me, quite bluntly, that the promise of a free Pixel 9 was a lie, a tactic apparently used by the initial agent merely to secure a sale. To compound this disheartening revelation, the store agent I interacted with was exceptionally rude and dismissive, showing no empathy for my situation or the misinformation I had received from their colleague. The feeling of being intentionally misled and then treated with such discourtesy was incredibly upsetting.

This entire ordeal last week consumed hours of my time – time spent on calls, time spent understanding the offers, and then the wasted trip to the store. Beyond the hours lost, there's the wasted gas for the 8-mile journey, and the emotional toll of being made to feel foolish and then disrespected. As a new customer, I expected a welcoming and honest experience. Instead, I've been met with what feels like a bait-and-switch, followed by appalling customer service. It's left me feeling exhausted and deeply saddened by the way Xfinity, through its agents, has conducted itself.

Before I fully commit to transferring my mobile service from Metro PCS, a step I am now incredibly hesitant to take, I implore Xfinity to make this right. I expect the commitment made by your sales agent to be honored. I am requesting the free Google Pixel 9 that was the cornerstone of my agreement to sign up for Xfinity Mobile.

My hope was to begin a positive, long-term relationship with Xfinity. However, this first impression has been profoundly damaging. I sincerely hope you will take my complaint seriously, understand the frustration and sadness this has caused, and take immediate steps to rectify this egregious error and restore some measure of faith.

Please inform me how Xfinity intends to resolve this and provide the promised device.

With sincere disappointment,

Justin [Edited: "Personal Information"]