Ashleigh Johnson
Google
Are you looking for a company that will tell you they're the only game in town when you complain about their customer service? I've found one for you. I spent literal hours of my weekend trying to resolve an issue, and I had a customer service rep tell me that essentially, it didn't matter how bad my experience was because they were the only game in town. Buckle up; this was five hours of my life, and I've got a lot to say.
I had the app crash once, four "accidental" disconnects of my conversation, and my Internet router spontaneously reset itself during one chat. I work from home and use my Internet near constantly, and I've never had it happen which makes me somewhat suspicious that when the customer service rep couldn't answer a question for me, they remotely reset it.
Each time, I had to start from scratch, and I ended up speaking to EIGHT DIFFERENT INDIVIDUALS to resolve one very minor issue. I got offered a much better price by a competitor (less than half of Comcast charges), and I wanted to see what Comcast could do.
I did not expect them to meet that price; that's a promotional offer to get new customers in. I did expect them to offer me a discount because that's a pretty standard thing Internet/cable used to do when they worried about customer retention, and when that took over an hour and three people, I asked for a survey.
I explained to the customer service rep that this was not reflective of her or any specific individual that I spoke to but rather the overall experience with the company; my parents owned a small business, and I was under the impression that businesses wanted to customers to continue using them. At this point, my goal was still to stay with XFinity because I knew it would be a lot of work to switch. I was willing to write this off as a bad experience, I just wanted to tell them what happened so they were aware of the issue.
And that's when I suddenly couldn't get a customer service rep to answer a simple question. After multiple disconnects, I requested a supervisor, which they refused to provide to me. Then, I looked for a way to email XFinity to inform them what happened. There's no asynchronous way to contact them unless you use Reddit or X. If there is, it's so well hidden and denied by everyone at the company, that it functionally doesn't exist. They aren't seeking opinions because they don't care if your experience is bad because they assume you have no other options. And that's not a conspiracy theory, the call center worker actually told me that switching to another company wouldn't resolve my problem because no other company would be able to provide fast internet where I live.
I can tell you this: I may have to use their Internet (still figuring that out), but they aren't getting a single additional cent from me that I don't have to spend to maintain a necessary utility, and they shouldn't get it from you either. I would strongly discourage anyone else from using their company. I did get several helpful hints emailed from the employee that I had already read, trying to troubleshoot problems on my own. It was great because I contacted customer service because the information on their website didn't work, and when I did that, customer service sent me the information that doesn't work like that would help.
Bottom line: If you have any other option, I can't imagine it will be worse than XFinity. I suppose if you find a company that also comes to your house and kicks you in the crotch after providing bad service at ridiculous prices, that would be worse, but that won't happen as long as they have to pay an actual employee to do that because because that would require them to adequately staff to support the number of customers they have, and that doesn't seem to be a priority.
ETA: if you leave a public review, you will receive prompt contact so you can wait on hold for another 20 minutes before someone can't help you, and you'll get an email that is also useless. So...if you leave a negative review, you get the same quality of customer service.
