XFINITY Store by Comcast

I just love Comcast. WRONG! !!! Every time I have to call Comcast, and it is more often than I would like, it’s a nightmarish lesson in anger and frustration. The frustration begins when the call is answered with the ridiculous message «I see your a member of Xfinity Insider, a loyalty program for our most valuable customers». If the customer service I have received over the years, as an Infinity Insider, is this bad, I pity the poor customer who is not a member! The sorry situation with this company is aggravated by them having a virtual monopoly on the television cable business in my area. If this company had some competition it might resolve the issue. They would no longer be able shove astronomical charges and poor service down our throats.
My latest battle began in February when I exchanged a defective HD receiver box. My regular bill came two weeks later with charges for installing the box and a new subscription service for The Movie Channel, that I didn’t order and have never received. After the usual 15 – 45 minute wait on hold, I spoke with a customer service rep. After explaining the problem three times, she assured me she would correct the problem and that I should pay the bill, as issued, and corrections and adjustments would be calculated and reflected on the next billing. WRONG AGAIN !! The next bill had the same charges plus charges for a second month. This was not the worst of it. THE NEW BILL NOW INCLUDED A $ 33.00 MONTHLY RATE INCREASE.
It took me two more months of hearing «We have resolved the issue Mr. Holmes, and it will be reflected on your next bill», before it was actually resolved. Eventually when I threatened to cancel my service ($ 222.00 a month) because of the rate increase I was transferred to the «retainment «department where I was able to get the rate increase dropped
.
I have been with Comcast for about four years and have had numerous lousy customer service experiences, but this was the worst. I have come to believe that when you receive a rate increase, if you call and threaten to cancel, they will often adjust the increase or remove it entirely.
GOOD LUCK, Comcast customers, when you have to deal with Comcast customer service. You have my sympathy.

Do not sign up for any of their deals! Xfinity enticed me to install their home security system with a $ 200 gift card that after 8 months and hours and hours of ph calls being left on hold for over an hr each Call There is still no gift card. Finally today after 2 ½ hours of patiently waiting and being passed from one person to another I was advised that the rewards dept that took me 2 ½ to get a number for is not in charge of this and I would have to call another dept. One whom I already spoke to yesterday. More importantly my security camera’s never, ever work! Half of the time I cant set the alam, each time I call for svc I am on hold for an unreasonable amt of times and not to mention that the install was done extremely sloppy running gray wires down my walls with staples! I unfortunately signed a 2 year contract. Half of the time my internet doesn’t work. Go with another company!

We received a new cable box from this location. I liked that they have a similar setup like the ATT store where you sign in when you enter and know how many people are ahead of you. There were 10 people ahead of us but it was a very short wait, probably only 5 minutes.
The reason I’m giving 4 stars instead of 4 is that they gave us a refurbished remote control that didn’t work. That was disappointing, the remote buttons were very worn and the letters were worn off in places.
The next day we went in and 24 were ahead of us, but Aritzal didn’t make us wait. He brought out a new remote so we were out of there in less than 1 minute. Thank you Aritzal (hope I’m spelling that correctly).
On a side note, I never call customer service during the day, all of their calls are outsourced to India and Pakistan. When you call in the evening, the wait time is longer, but at least you get someone stateside.

They lost the equipment we returned.
Additionally, Milka and Ruben refused to help or offer any suggestions on how to fix our situation.

The wait here was a bit longer than I anticipated (almost 40 minutes) so it cut my lunch hour short but the gentleman who helped me made it worth the wait. His name was Dujon, he was courteous, professional, and helped me save money. I’m thankful for people like him especially this time of year!

I have no complaints about my visit to the Xfinity store. One of my cable boxes stopped working, so I came in to swap it out for a new one.
Upon arriving, I spoke with the man behind the entrance desk. He took my equipment and helped me sign in to be helped as soon as a service agent was available. According to the TV screens posted, I was fourth in line. This was around 3:00 pm on a Saturday afternoon.
There were 8 – 10 agents working. All were helping people, and it was my turn in less than 5 minutes. Michael assisted me. He was super friendly and efficient. In just a few more minutes, I was out the door and headed home with my new box.
I am happy with the service I received for my simple request.

The word «Comcast» already means bad customer service, but this store really represents the lowest Comcast can go.

It’s a shame I can’t give 0 stars because they truly deserve it. I’ve been trying to get my service connected for almost a month and I still I’m met with the same indifference that «customer service» give you. Rude people who are bothered by your problems and the reality that this company doesn’t know what communication means. I’m fed up with trying with com-​crap and I’m going to Direct.

Felt it was important to update my review. Since my previous review:
I have gone into the store once again. I received a very knowledgeable & motivated young man. He changed my service and so far so good! I am so pleased that when my name was called he was the one assisting my husband & I.
A small change that made such a difference so we will be sticking with Xfinity!

I have now stopped in there on 3 separate occasions to handle setting up a new customer account. Twice I got the same woman who was not only NOT AT all helpful was rude and downright lazy. I ended up calling the 1800 number because she told me she couldn’t help me and luckily someone who cares about Customer service and the job they do helped me right away with my issue as if it wasn’t a huge deal… Rachayle or Rachel someone referred to her as when I asked what her name was told me she couldn’t help me and when I asked for a manager or someone else she said no one else is here and walked away from me. Even another employee looked embarrassed. This is why ppl leave companies because of bad customer service people like this being employed. I have several options with cable and TV/​internet service so why use someone who has employees that treat customers like this!!! What’s worse is today was the 2^nd time she acted like this-​so clearly I didn’t just catch her on a bad day. I plan on following up bc after how easy it was so solve my issue over the phone clearly she shouldn’t be working somewhere she’s of no use and turns people away

Comcast is the biggest rip off. You can never get your bill at one price & keep it. You call
On the phone and you wait on hold to be told something then you go to the office at this location and your told something else. When I had direct tv I never had any issues with billing! Comcast needs to get better communication!!!

I will give this store two stars for its amazing location and new car smell. I will remove three stars for the unprofessional and horrible customer service. I hope this store needs to layoff some employees so they can hire individuals that actual care about their customers. It’s official, Xfinity/​Comcast is number one at having horrible customer service. Congrats!