XFINITY To Whom It May Concern, I received your reply to my comment on lack of service. I was finally able to have internet, cable, and phone line connected on Thursday, November 13th. The order to have a pre-wire was placed on October 31st. I was told at that time it would be 5-7 days before they could have that service done. I was then called on Monday and told the pre-wire would happen on Thursday, November 6th and they set up a service appointment for Friday, November 7th. By Friday the pre-wire was STILL not completed. I called customer service THREE times that day to find out why the service was not completed and why this was not being expedited. The only answer I got was that they didnt know why there was a delay and now the pre-wire could take until November 16th to be completed. On November 10th my husband notified me that a service tech was laying down new wire at our house. I immediately called customer service to set up our service appointment ASAP. I spoke with a Jenna who could not help me at all. She explained I would have to be transferred to a sales representative to SET UP A NEW PACKAGE. Why in the world would I need to do that? I had already confirmed my package and transfer information prior to October 31st. She went on to explain that she would have someone call me back after 5:00 that night to set up a new appointment. I suppose you can guess that I never got a call that night or the next day. Wednesday morning around 11:00 I called your customer service number and spoke with Chuck. He was helpful and understanding of my situation. At this point we had gone 13 days without service. However, for some reason ALL my information had been deleted out of the system. I had to set up a brand new account and select my package again. This call took 33 minutes of me having to repeat information I had given PRIOR to October 31st. At the end of the call Chuck explained there would be a $60.00 installation charge and $35.00 technician fee. I politely asked if those could be waived due to the frustration of this transfer and the fact that I still had my old equipment for installation. Chuck was able to waive the $60.00 charge. On Thursday morning a technician came to my house. He even arrived before his scheduled time and did a great job! There were some complications with installation that was due to the layout of our home. No fault of his. The installation took about two hours. However, he had to install brand new equipment because I was forced to open a new account with your company. He was not allowed to take the old equipment back because I would not get a credit for it. So now on top of everything else I have to take my old equipment back to the local office here which is in other town 15 minutes away. Completely out of my way and another hassle that I shouldnt have to experience. During this whole ordeal I never felt a sense of urgency from any of your phone customer service representatives. I felt they blamed a third party (who supposedly installed the pre-wire) and acted like their hands were tied. If you are indeed using a third-party for your hard-wiring then there MUST be better communication between your company and them. Other than Chuck waiving the $60.00 installation fee (which I feel never should have been brought up in the first place) I was never offered any compensation. A discount on our package, a credit to our account, or gift card would seem appropriate. Here is what you have on your site from Tom K.: Hello, Im Tom Karinshak, Senior Vice President of Customer Experience at Comcast. As a Comcast customer, you are priority number one. We have a dedicated team of employees across the country working hard every day to make sure we deliver the superior experience you deserve. We are here for you. If you have a question or a concern about your service, we have numerous ways you can reach us. Please choose one that’s convenient for you and connect with our team. Your numerous ways of reaching you include phone, Facebook, and Twitter. Your phone customer service was not able to help me. I resorted to using Facebook and Twitter. I still didnt get a response until eight days later. I resorted to using my iPhone as a hotspot for internet usage. The extra data plan I purchased will end up costing me $50.00 - $60.00 additional on my Verizon bill. I feel that 14 days waiting for service with no apology or compensation is ridiculous. I have been a loyal customer for over three years now. When your service is working I have no issues and am very happy with our internet speed and cable. What a shame that when I needed a simple transfer (which your website and numerous Xfinity emails to my account state is an easy process) your company failed to meet my lowest expectations. Regards, April Schneider 850.814.6658 Account #: 0958746764106
Posted on: Mon, 17 Nov 2014 18:50:20 +0000
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