What will this XFINITY / COMCAST customer do?

We live on a street that is very heavily traveled as it is used by commuters.   Because of out central location I would estimate that at least 400 vehicles pass by our home every day.  We used to live in the rural Oklahoma City Metro area & rarely had traffic past our home.  We enjoy the vibrant activity of our current home!

Because I am a very unhappy XFINITY / COMCAST customer I will have a sign made that lets the many people that pass by our home know what our experience has been & it will direct them to the blog.  I am sure that we are not the only people in Tomball, Texas who have had this experience. This sign should help draw attention to the problem that XFINITY / COMCAST customers experience with every interaction.

The XFINITY / COMCAST employees have no ability to truly assist a customer even if they cared about what we were going  through because it is obvious that the management doesn't care.  Most professionals use their high speed Internet & wireless every day & they complete tasks from their jobs from home not to mention the free time enjoyment of the Internet for personal reasons.  Most Realtors use their home computers more than the office computers & it is a serious issue for us when the wireless is out.  This of course is not a serious issue to XFINITY / COMCAST or its employees. 

The Truth about XFINITY Customer Service ~ A place where unhappy XFINITY / COMCAST customers can have a voice

This blog is intended to be a place where the disenfranchised XFINITY / COMCAST customer can air their misadventures in the quagmire of "Signature Customer Service". My family and I moved to Texas in July of 2011. We had researched the available providers of high speed Internet, phone service and cable. The only provider that was not a satellite was COMCAST / XFINITY. We signed up for the "Triple Play" with HD Preferred service on line. Per the online only promotion we were to receive a $150 gift card once we had finished 4 months of service. This was to be mailed to us in the month of December 2011. To our dismay we have had nothing but substandard service since then. To date we have not seen the $150 gift card.

Every time we have had an interaction on the phone with a XFINITY / COMCAST employee it has been a nightmare. One hand does not know what the other is doing. It has escalated to today's phone call that was 50 minutes in length through 2 employees & I was told a supervisor was consulted but I asked for their name and was told there are several in this Houston location. This is why the blog was started.

On January 18, 2012 our wireless Internet service went out. I spent an agonizing 4 hour odyssey with the XFINITY billing & technical support departments. I was placed on hold several times for so long the phone started to ring again & I would have to go through the entire scenario again time and time again. Finally a "Signature Customer Service" technician Kieth said that he would ship to us a combination cable modem & wireless receiver that we would have it in 3-5 business days. I checked my porch this afternoon and as I suspected the UPS man had not delivered the equipment & it has been 8 business days. When I called XFINITY / COMCAST I was told by Orlando that some how the order was cancelled with out any explanation & that we would have to have it shipped again with another 5 business day delay or I could swing by the local XFINITY /COMCAST location (15 miles from my home) and pick one up. I told Orlando that the next phone call I made was going to be to a friend who has a sign business & I would have a sign made & placed in my front yard that expressed our feelings about "Signature Customer Service". He asked me to hold on while he checked something and sure enough as usual I waited so long that the phone started to ring & poor Chaz answered the phone. I went through the entire thing again with him and he placed me on hold came back and said his supervisor had authorized the priority shipment of the equipment & he would wave the $29 charge (wow!!!) I asked when I would have the equipment he said 2 days. I told him if it did not arrive I would have the sign made.

I have been a Realtor for 20 years & if I had treated my clients the way XFINITY / COMCAST did I would not have lasted 2 years. It is only because people have no other option that XFINITY /COMCAST can continue to provide substandard customer service & remain in business. We have no voice & no one who really cares about the customer. So we are in truth hosed until another provider enters the market & gives XFINITY / COMCAST a reason to treat their customers right. It is obvious that X/C had no intention of giving true customer service until their bottom line is in real jeopardy.

The polar opposite of our experience with X/C was with Cox Communications in the Oklahoma City Metro area. We had their service for 10 years and it was a pleasure to work with them. We had some bumps but in the 10 years we had nothing compared to this. We had no idea how blessed we were.