Xfinity Store by Comcast — Attraction in Dickson City

10/6/22

I just finished switching one line of mobile service from Verizon to Xfinity mobile.(A last gasp at securing a discounted rate until a more affordable high speed internet service comes to my neighborhood. New customers take heed!) I was in a rush to stop Verizon service in order to avoid paying an additional month. It was my intention to activate at home with an esim and iphone 11. Turns out instant at home activation was unavailable although my phone did have esim. (Instant activation was not mentioned on Xfinity website, just my assumption from price shopping other services such as Mint or Visible) I rushed to Xfinity store to hopefully resolve activation issue. Ralph Simpson and Brandon Navrocki immediately jumped in and had multiple options available to help me. It was 30 minutes until closing time and Ralph was forced to call an outside center to resolve an issue I had created by ordering at home sim instead of just going to store for sameday activation. Ralph was just as frustrated with the situation as I was. After 45 minutes of repeating numbers and ensuring accurate "translation" with the on phone agent it was done. Both Ralph and Brandon were both patient, helpful, and dare I say playful despite the issues I brought them! I kept them late after hours and tried to tip them for the nuisance I was. They refused and just encouraged me to come back to the store instead of trying to deal with the issue myself.

5 stars for Ralph and Brandon, 4 stars because of Comcast's over the phone resources for their customers AND employees. Give Ralph and Brandon some points, or a raise, an extra vacation day perhaps. If I had employees of my own I'm not sure I could expect...

Definitely NOT enough staff to handle number of customers. Would benefit from calling in extra staff to address peak demand, but that would turn law of supply and demand on its head, wouldn't it?

There is no reason why I should have had to wait 20 minutes to be acknowledged simply to exchange a remote. Then, during the 20' walk to the counter, 'my' customer service representative was hijacked by another representative with a question. Instead of asking his coworker to wait the additional 15 seconds it would have taken to reach for the new remote or just multitasking by reachingfor the remote while listening to the coworker, I was forced to stand and wait for an additional 10 minutes which they talked through the answer to the question.

Ordinarily, I have no objection to coworkers assisting one another, but when it comes at the price of ignoring a customer who is physically standing right in front of them, especially when that customer happens to be a disabled person who experiences severe pain when forced to stand for extended periods of time, well, then I have a serious problem. Yet, for me to interrupt and voice my objection would make me look rude and petty. Either way, as the customer, I'm the one paying the price for Comcast's practice of taking gross advantage of being the veritable only game in town.

This experience cemented my decision to cut the cord and will cost Comcast...

Dear Comcast Support Team,

I am writing to bring to your attention an ongoing and unresolved issue with my internet service. Despite multiple troubleshooting attempts by several Comcast agents, my internet speed remains significantly reduced, and the problem persists without any resolution. This issue has been ongoing for almost 1 week now, and it is severely impacting my ability to work from home effectively.

As someone who relies on a stable and fast internet connection to provide for my family, this situation has become untenable. The reduced speeds make it impossible to perform essential tasks, attend virtual meetings, or meet deadlines, putting my livelihood at risk. I have exhausted all troubleshooting steps provided by your agents, including resetting the modem, checking connections, and testing with different devices, yet the problem remains unresolved.

I kindly request that this issue be escalated to a higher level of technical support or that a technician be dispatched to investigate the problem on-site. This is not just an inconvenience—it is a critical issue that affects my ability to support my family. I would greatly appreciate a prompt and effective resolution to this matter.

Thank you for your attention to this urgent issue. I look forward to your swift response and a resolution that restores my internet service to its...