On 05/18/19 at approximately 6:50pm MST, I arrived home to find there was no service on.
This phone number appeared on my tv screen 1-800-266-2278 due to my service being interrupted. So I called this number and below is a summary of what occurred with communication with” XFINITY “Agents”.
I placed a call to this number and informed your Agent (Genevieve) that there was a power outage in my area and if this somehow affected my cable service. Agent ignored my question. I mentioned this to her several times and was ignored.
This agent had me plug, unplug, check connections (which I had done 3 times before placing the call). This went on for over 45 minutes with no success!!! After attempts after attempts frustrations after frustration I requested to speak to a Supervisor. Once again I mentioned the power outage and asked if the power outage had any direct impact on my service. He ignored my question. Once again I asked him to check to see if there were any XFINITY outages in the area. He blatantly out lied and told me he checked and there were no reports of power outages. How would he know if he is in the Philippines? Would it not make more sense to call the US XFINITY technicians in the US and find out???? With the technology that XFINITY claims to have how do you not have this information available to your Agents wherever they may be??
Agent Genevieve, said she would setup a technical to come out. I flatly told her I Did Not want a technician appointment at this time. She set one up any way, the audacity of this Agent and Supervisor to go against my wishes.
The XFINITY Supervisor was made aware of my frustrations and once again “lied” by telling me he would call me back. He NEVER did!!
At approximately 8:45pm I received a text message telling me service was restored. So I was right the power outage affect my cable service.
At approximately 9:12 pm, I called 1-800-266-2278 again and spoke with Neil, Agent, I explained the situation. She graciously apologized and agreed my previous communication with XFINITY was not right. She offered me 3 premium channel for 3 months and asked for my email address which I repeated 4 times to send to me coupons. She “lied” I did not receive these coupons.
I deserved to be listened to and treated with truths and if follow through on your commitments.
This behavior was rude and extremely dis-respected.
