XFINITY Store by Comcast

Anyone who gives this place more than 1 star is an employee or does not comprehend the 5 star rating system.
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If you are like the many millions who have cable and/​or internet services through Comcast, Xfinity and Time Warner, you are overpaying for your services and you can save some cash with a phone call.
Existing Customers
Call your service provider
Go through the menu to inquire about your bill
Get a hold of a live person
Mention you are dissatisfied with your bill (especially if you experienced a rate hike and/​or rolled off a promotional rate)
Ask to speak with a retention specialist/​supervisor
Ask about what they can do to retain your business (mention you do not want to add a landline, reduce internet speed, reduce channel listings nor sign a contract)
Ask to retain former promotional rate. If not possible, you can usually shave off some money from your current billl
Using this method, you can reduce your bill by $ 5-​$ 15 per month which can lead to savings of $ 60-​$ 180 per year.
Prospective Customers
Look online for deals
Compare rates/​packages with 3^rd party sellers i.e. Comcast Deals, Bundles, and Promotions on Comcast Internet and Cable
Other alternatives…
If you have a roommate or family member, you can cancel your service and re-​sign up with another person in your household and get the new promotional rates which can save you upwards of $ 15-​$ 30 per month ($ 180-​$ 360 per year)

Comcast is the WORST company to deal with. They are incompetent, lie all the time, fail to show up for appointments, and if they do, the serviceman has NO CLUE what he is doing.
I am sorry that I agreed to change my phone lines from A.T.T. to Comcast in late December 2015. After 2 weeks of fighting on the phone, calling their escalation department, and wasting days of home visits trying to get a simple wiring adjustment, I am still without my phone line. How they stay in business is a mystery. Everything is handled by some outsourced call center.
I had the same issue trying to get cable for my home, which took 6 different service visits. I got a new modem for my computer and they knocked out my router. A supervisor had to come and reset it. They subcontract to different outfits so who knows who will show up at your house!!!
I wish a competent cable provider would buy Comcast and clean up their act.
They are AWFUL– See the other reviews here.

So you think you are being taken care but you aren’t. I pickup a new HD DVR which was supposed to be enabled. It wasn’t. Then I spend an endless amount of time with support and they are so clueless that they do not see that the box was not enabled. They need to send out a service person to find out what I was telling them all along they the box was not enabled. So now I have a couple of days into something that shouldn’t have happened in the first place and now they bill us for a service call $ 70 which was entirely their fault. Three more calls to get them to take off the service charge. I am on the phone pretty much monthly with trying to resolve billing disputes which center around trying to charge more than agreed. I look forward to the day when I can am entirely free from this company. There is no more unethical company I have had the displeasure to deal with. Do you yourself a favor and find an alternative.

I went in to exchange some equipment and the women helping me was very unfriendly and didn’t smile once. She was clearly very annoyed by our presence and was throwing our equipment around. The customer service here was exceptionally bad and I’m hesitant to ever go back.

Two great experiences, including one from the Northgate location: Maurice immediately identified what I needed just by the info on the cable box I was replacing. It was so nice not to have to go through the drill of providing account numbers and having to explain why I was there. I really appreciated Maurice’s initiative and prompt service. The other shout-​out is for Ron in their WA-​based call center. He was absolutely fantastic about listening to my needs and finding me a good package. I really appreciated that Ron found a better deal, rather than trying to push upgrade services I didn’t want that would increase the monthly contract.

I had some questions in regards to upgrading our home’s Internet service. Rather than taking my chances with customer service on the telephone, I decided to visit the Comcast store in San Rafael.
Having never been to a cable company «service center» before, I was expecting an experience somewhere between a visit to DMV and waiting in line at the post office — I was fully prepared to be disrespected, demoralized and disparaged.
Much to my surprise, the effort spent driving to the store was well worth it; Kyara, the sales consultant that helped me, was both respectful and knowledgeable. She was able to answer all my questions in a clear and concise way. Kyara was not only patient in answering my questions, she was friendly and professional.
If in the future I ever need to go back, I will most definitely try and go when Kyara is there. Five Stars for the the best cable company employee ever!!!

Too bad I can’t give less than one star! Pretty much what you would expect from Comcast, horrible! You can call them Xfinity if you want because Comcast had such a horrible reputation they had to change their name. I picked up two new cable boxes at this location today only to spend an hour and a half with four different people on the phone just trying to get the main box activated. Once they finally did manage to activate it they informed me that I would have to go back with the second box because they failed to scan it at the office. And, on top of all of that when they did activate the box they deactivated my other two cable card devices on the network which required me to call them yet again for more than a half hour to get those reinstated. Comcast support is probably U-​verse and DirecTV’s best marketing.

I had an appointment for Comcast to install my internet/​tv service this morning. The service tech didn’t show up during my «window» and called to say he’d be another half hour. I had to go, so said I would have to call Comcast to reschedule. Comcast now says it’ll be another week till they can come back. Tried to «escalate» my problem, but got no love. Guess this is par for the course for a monopoly. I remember Lily Tomlin on laugh in — we’re the phone company and we don’t care, because we don’t have to. Now it’s, we’re the cable company…

How on earth does this company continue to stay in business? Crappy equipment, lousy customer service — which should actually be called «disservice» — frequent service interruptions, etc etc. Anyone who has had Comcast for even a minute knows what I’m talking about. I’m ready to get rid of them — again — never to return. Comcast sucks pondwater.

If I could give negative stars I would. How they can not have a local phone number is beyond me. Staff was good but the greeter needs to take a chill pill.

The new location is next to Big 5 and the Walgreens. NOT at the mall (near Sears), as the GPS directs you. Hopefully this will save you 30 minutes of driving around looking for the place. Oh, and don’t try calling since their contact phone number will lead you to the 1800 line. The staff was nice, though.

I’m very happy to have left Comcast for the 2^nd time. They are pure evil. Their techs would come to my area and just unplug everyone taking down my and my neighbors internet, and then not plug the cables back, citing ‘noise in the area’.
Then I would have to pay a $ 50 service call for another tech to come out and re-​connect my line only to confirm that there is no trouble or noise on it. Unconscionable to treat paying customers like this. to say the least. Comcast also regularly will unplug your connection in the area to replace it with a newer customer’s connection at the junction box, just so they can give priority to that new customer with a better faster connection. Suddenly, your connection will be slower, without warning or explanation. I will simply never give Comcast another cent of my money.
Who did I switch to? -

I have nothing but bad experience with comcast. My bill starts with 89.99 for TV and internet and EVERY MONTH, the bill is increase, a few bucks here and there, it became now $ 137.00. So I called to remove HD tv box, no blast speed internet, no modem and etc. Then they sent me a box supposedly to replace the HD TV box. The box does not work. I called twice, each time about 2 hours and the technician on the other end cannot figure out what was wrong, so he said he would send technician out to my house to fix it. (No mention any charge). Technician came, I was told that the box they mailed me was a wrong box, it could only work with HD signals so he exchanged it out and yet another box installed. And when I asked if there was any charge, he told me no because the box was wrong. However, two weeks later I looked at my bill there is 99.99 + 70 charge in total $ 170! for mistake they made. I called, and the lady on the other end said, oh, does not matter, when technician came out, it will be charge. She will give me ½ of the 70 charge credit. Those people don’t have common sense! it is like that I should be charged for their mistake! then she offered me some free channel for 3 month. Of course, I know that is another trap, after 3 month, I will be charged some big money again! So I said don’t you understand I don’t need «free channel»! I just don’t want to pay for mistake your guys did!
So I asked to talk to her supervisor, he said he would give me a one time only «courtesy» credit only if I promised him that next time if any of their technician come out, not matter whose fault it is, I will be charged! What logic is this! Incredible. I shall see if he actually credit me back $ 170.
So if you have choice at all, don’t use them. Save you a lot of frustration. Too bad there is not much competition at all in here.

I went to Direct TV after years with Comcast because the wanted me to pay $ 2000.00 to run a cable from the street to my house for HD and high speed internet. This was about 8 years ago. At the time I was under the impression that Comcast had the best customer service at least it said that in the reviews. I had direct tv for the next 7 years and I guess I didn’t know how good I had it. In Novato my only choice for Internet was Verizon DSL which was awful and expensive .So when I moved to a new location I thought I would try Comcast again. They had a great offer for a triple play for $ 89 if you did a two year contract. Well I can’t believe a company of any kind can make so many mistakes. The first one was they missed the installation appointment the second appointment the guy didn’t have the right equipment and I had to wait 2 hours while he got it from another installer. Then he couldn’t do the install which was supposed to be free. He wanted to charge me. Long story short after hours on the phone and 5 hours he was done. The next mistake was they signed me up for a totally Spanish package. It made the bill so confusing when it came that I still think they got an extra $ 100 or so. I had talked to them and confirmed that my bill in total with all the fees and taxes was going to be $ 108 each month for one year and then go up to 128. the bill immediately started going up and each time it felt like it took an act of God to straighten it out. I could write for an hour telling you all of there mistakes. I finally got so fed up I went down to they’re location at 1111 Anderson to find out that the location had changed and I received no notice of that. I went into the Northgate location. They told me that they would call me back after researching all of they’re mistakes. They never called me. When I received the next bill they had increased it even more. I was pretty upset. Now I work in customer service and I know how difficult it can be working with people all day and I can’t imagine how horrible it must be working for Comcast as much as they gouge people. So I was very compassionate with the lady that I finally got to speak with. I am going to capitalize this part because I just can’t believe this lady is in customer service. THIS LADY LISA MCGILL-​ROSS GAVE ME A CUSTOMER SERVICE EXPERIENCE I WILL NEVER FORGET. SHE WOULDN’T LISTEN TO WHAT I HAD TO SAY. SHE WAS EXTREMELY, UNBELIEVABLY MEAN TO ME AND WHEN I ASKED TO SPEAK WITH HER MANAGER SHE SAID HE WASN’T IN UNTIL TOMORROW AND THEN PROCEEDED TO CONTINUE TO NOT ADDRESS MY PROBLEMS WITH COMCAST AND ASKED ME TO LEAVE. I HAD NOT YELLED NOR DID I SWARE .I DID NOTHING TO WARREN THIS TYPE OF BEHAVIOR. LIKE I SAID I WAS IN CUSTOMER SERVICE FOR 25 YEARS IF I EVER TREATED ANYONE LIKE THIS I WOULD HAVE BEEN TERMINATED ON THE SPOT. SHE ESCORTED ME OUT OF THE BUILDING LIKE I WAS A CRIMINAL. HER ATTITUDE WAS SHE DIDNT CARE ANYTHING ABOUT ME AND WEATHER OR NOT I CANSOLED COMCAST SERVICE OR NOT. SHE GAVE ME HER CARD AND THE CARD WITH AN 800 NUMBER TELLING ME THAT THAT WAS THE MANAGERS PHONE NUMBER AND I CALLED AND SPOKE TO A GENTLEMAN IN THE CANCELATION DEPARTMENT BECAUSE I WAS DONE. HE GAVE ME A SOLUTION AND SAID HE WOULD CALL ME THIS MORNING AT 10 AM SO I COULD THINK ABOUT IT. I SAID ARE YOU REALLY GOING TO CALL AND HE ASSURED ME HE WOULD IT IS PAST 11 AM NO CALL. MY TIME IS VALUABLE AND I WOULD NOT NEVER SPEND TIME KIND OF TIME AND ENERGY TO GO ON Unilocal AND WRITE A REVIEW BUT I SIGNED UP FOR Unilocal TO DO THIS. At this point I would recommend putting up an areal antenna on the roof before recommending comcast. I could say more but I am just plain tired of this. If they had a negative 5 stars I would give this lady and Comcast that rating.

Beware… When you are a new customer they offer package deals… You belive your getting deals and at first maybe you are. When that is over check your bills because they will go up and up. It’s funny they have a website to show you how to read your bill… That’s ridiculous… I got their called and my bill is $ 175.00 a month for 2 boxes, internet and just regular channels when I was told over and over it would be $ 150.00. That’s even a joke. It keeps going up and up. I’m so done with it all. I can’t get any other service at the moment I am stuck with this. My box upstairs never works right. Just check your bills or go on wesite and learn how to read your bill. What a joke.

Better to wait for an hour on the phone… than to wait longer in this store. Loud alarm went off in the store. Was «#9» and was told the wait would be 15 minutes, but was still #8 25 minutes later. Left equipment and note on counter. Nobody was rude, but definitely not good customer service.

I have had good service here and consider the new store an improvement over the old one on Andersen. The staff is knowledgeable and very accommodating. I prefer to come here rather than call the comcast/​infinity help line. Why? I usually call after work and reach the Philippines. They can only offer, in my opinion, general information. If there is anything complicated they just repeat stock answers.
The most disturbing thing about talking to off shore is that they have hung up on my up to three times in one session. I guess there is no accountability, but comcast suffers with an image and a customer service problem. Too bad.
Solution: Time your calls and ask the San Rafael staff for the US phone number and also ask the hours. I don’t have the number handy, but hope this will help relieve some of the frustration you experience in calling off shore. I have had these hangup phone calls periodically throughout the last six months.
Ciao

I just got the best service here! I had to wait about 15 – 20 mins when I got there but that’s expected. I can’t remember the woman’s name who helped me but I think it started with a C. Anyways, I was signing up for a new account and she talked me through my options. I picked one and we then began the process of creating my account. I had the little girl I watch with me and she put a movie on demand for her, Frozen, on the tv behind us and even got her a stool to sit on while we waited. She was so helpful and even threw on three free months of starz because it has the movie Frozen. Also she threw in any cable cords and HDMI cables I may need during installation (which I’m doing myself). Overall I am extremely happy with my service here. Will definitely be back to see her if I have any issues in the future!

After multiple technical and billing problems, they promised me a better rate, then never delivered. No follow through — you can’t depend on anything they tell you.
My 90-​year-​old mother has a cable box that went bad. They replaced the box, but refused to program her low-​vision remote. No TV for a week now.
Then a head honcho promised to send a tech out to get the remote working — blind, old people cannot learn to use Comcast’s small-​button remotes because they can’t see the writing.
When the tech arrived, he said «We don’t do those.» So he left without helping at all.
Head honcho promised they would come out this afternoon (4−10−15) and bring a big-​button Comcast remote. Everyone waited in full anticipation.
NO ONE SHOWED UP! NO CALL! NO APOLOGY!
And now I have to talk to one of their idiots in the Philippines tomorrow AM.
If there were any alternative, any alternative at all, I would simply tell them to go «F» themselves!

HORRIBLE SERVICE!!! Seriously I don’t think most of the employees know anything about what they are doing. Ive had a problem with my wireless internet for 3 years, made probably 50 calls, have had 5 service people come to my house and not one person had a clue. Recently my WiFi was down on all 3 computers, my home phone line hasn’t worked in 3 weeks, my printer was no longer functioning and I couldn’t even use my iPad! They did not show up in the 4 hr time frame I took off work, stating «You never had a service appt!» REALLY? Then why did they send me an email in the morning asking if I still wanted their servicman to come and why would they send me a confirmation? They lie like a rug. 2 days ago we rescheduled, took another 4 hrs off, this time they said they couldn’t find entry into our home. REALLY? We were both home, the door bell never rung and no one called as we both had our phones with us, as the home phone doesn’t work because of them. They told us we needed a new modem as the one we just paid for a year earlier did not go far enough and that was why there was no signal. REALLY? Massive hotels have internet in every room, why can’t they find one the go 12 feet and one floor up? Another $ 200.00. Yesterday I hired a private computer person and he fixed EVERYTHING in 10 min. If this lousy company had competition, I believe almost everyone would go elsewhere. The even started up a new Unilocal page with one positive review, as the older on had 1 ½ stars!
Apparently they sub out the repairs, which explains why no one knows anything or cares. Any the give money to cities in order to have some sort of «No competition» in the area!