Xfinity Store by Comcast — Attraction in Fall River

I am usually very patient with customer service, but Comcast(Xfinity) Customer Service experience has been extremely disappointing. I spent over an hour trying to get a direct answer and resolution to my issue. I am beyond frustrated. I tried chat- after 15 minutes of automated prompts it kept sending me to an instruction page that would not answer my question. Tried calling the 1-800 # spent another 10 minutes going through auto prompts and it is impossible- ABSOLUTELY impossible to request speaking to a live agent. Went through this process twice! I went back to chat and requested a call. Once I received the call it asked me to hit a # on the keypad- well guess what- IT HUNG UP!!! Finally got another call and instead of fixing the problem they sent me a link to a dead end solution - AGAIN! Had to go through another 10 minute of chat prompts and waiting to get another agent on the line. Last agent was very patient, and took the time to investigate and actually trouble shoot and resolve the issue while I was on the line. It shouldn't take over an hour to get to that point!!!! I came damn close to just canceling Xfinity...

Very dodgy customer service. I have had multiple "Catch-22"-style issues whereby I must continue paying for withheld services.

Best example:

1. home network not working [to 2]
2. prompted to log in to access customer service [to 3]
3. must reset password to log in [to 4]
4. must be on home network to reset password [to 1]

My newest issue though, the old "Infinite 10-Minute Server Restart" trick, whereby:

1. the customer service AI prompts you to either restart your modem or option 2.
2. option 2 pressures ypu for a restart again, or option 3
3. option 3 assures you that a restart is the only way to begin the process, or option 4
4. option 4 ends the call

If the modem restart is ever selected, though, that's when the plan comes together. Once the restart is initiated, you can't access customer service on the account until they call you back (paraphrasing:) 'in about 10 minutes, once the restart is complete' That was about a day ago, so far. From then on, it just hangs up on you when you try to call for help.

At the end of the day, though, they're the only real high-speed choice in the area, so...

I wanted to swap my XB7 modem for the XB8 and was having a hard time figuring out how to do it, so an employee that works on helping Reddit Xfinity users in the "Comcast_Xfinity" subreddit contacted me and said that I could swap it at the Fall River location (closest to my house). I made an appointment online (I don't think many do this) and Jalen was my sales consultant. He looked up my account and within minutes had the XB8 for me, even providing general instructions on how to set it up when I got home. He also mentioned some of their current promotions on a new Apple Watch and iPhone - at no time did I feel pressured and if I decide to take advantage of the promotion I'll go to him instead of ordering online. It was a painless experience!

I also want to mention that when I arrived, a woman using a walker had fallen down outside the store. One of the employees was outside helping her get up and when I went into the store the employees were genuinely concerned...no laughing, no making fun of the situation. In this day and age it's so refreshing to see that, kudos to...