Xfinity Store by Comcast — Attraction in Auburn

We have had home security, cable TV, and internet through Comcast for years. We decided to go down to just internet service, as we don't really watch TV much. Comcast sent us a new modem in the mail, which we promptly activated. We did this at the same time we disconnected the old modem, cable box, and security pad. The new modem worked fine for one week, which is how long it took us to get the old equipment returned to the store. When my husband returned the old equipment, they did not check him in or give him a receipt; they told him they scan the returned items and contact us when it was done. By the time he got home, the new modem was no longer working. Hours and hours of phone calls trying to fix this, being shuffled from one department to the next, to billing, etc, and Comcast could not reactivate our new modem. Apparently the person who "scanned" our equipment just deleted stuff from our account. Unfortunately, she left the old (returned) modem on the account, and completely removed the new modem from Comcast inventory. The tech support manager on the phone said that, not only should she not have done this, but alluded to this being a possible case of an employee stealing returned equipment. While I don't know about that, what we do know is that Comcast couldn't reactivate the new modem because its numbers had been completely erased from inventory. Worse, it still showed us responsible for the old modem. My husband was forced to bring the new modem back to the store the next day to get a replacement, and the account corrected. As I write this, he has been waiting 40 minutes to speak with the manager, who just so happens to be the person who messed everything up in the first place. He got there right as they opened, and he's still waiting. It is so obvious that they care nothing about customers. This is exactly what happens when there is a monopoly. The customer service is...

Over 2 months of gaslighting and wasted time… from multiple phone and chat support, to my local (apparently third party) store, a simple issue with a simple solution was finally made by this stellar team.

I’ve had Xfi Complete for 8 months, and shoddy coverage throughout my apartment at best. I have needed one of the Xfi Pods that come with Xfi Complete, but had been fed countless different stories of whether or not I qualify for one, told that I am wrong and my WiFi has no issues (even though I’m the one that lives with it every day, and no one from the company had physically been to my home to verify what I was reporting), among many other issues. Before heading in, I specifically asked the rep with Comcast on the phone that I could go in to this store to get one, because my local store told me going to this location was my best bet because they are first party. (A previous call to Comcast a rep stated I could go to any local store to get a pod, only to be referred back to the call/chat support.) Although this location could not give me the pod because of Comcast’s redundant (and honestly completely idiotic and anti consumer policies) doesn’t allow the brick and mortar stores to issue the free pods for Xfinity Complete customers. But what this location DID do was spend the 30 seconds it took to place the order for the pod I needed, and not even a week later, I get the pod. Thus concluding the longest and worst customer service experience I have ever had. A shame Comcast holds such a monopoly in the Seattle market, but I love the decisive and quick action this store took to finally get me the service I’ve been paying for. Highly recommend...

Customer service is non-existent here. Many other complaints prove it. You can’t talk to a live person, any attempt you just loop around and one is never available. I’ve had a technical issue for many months. They sent a tech out he was here less than 15 minutes and said we had water in our cable line and would order a repair and left because it was raining hard and it would need a bucket truck. Our line is the air above the road. Months went by and we have had intermittent issues through it all. The tiling and freezing screen has gotten so bad on every channel has gotten so bad I went to a store because you. Ant get anyone by phone. Explained the issue in including the need for a bucket truck to repair. Tech arrived a few days later and just in a regular car by himself. Explained issue again he spent about 15-20 minutes here determained there was water in our Cale line connection and it would need a bucket truck. Had to reschedule was supposed to be ordering a bucket truck so two men were here to fix. A car arrived again today with tech to determine the problem!!!!! I explained again (very frustrated) that it was explained the problem and needed a bucket truck to fix. He said he was there to look and order one. Went around the house to look at the box connection, next thing I know he had left with no conversation and it has been over and hour and 15 minutes and no word at all. Again can’t call anyone that will answer to talk to live. Three days of my schedule messed up for them and nowhere touching the problem and fixing it. BUT THEY SURE WANT THEIR MONEY EVERY MONTH FOR THEIR “GREAT...