Xfinity Store by Comcast — Local services in Aventura

I live in a community where Comcast xfinity I the only option. Never had so many problems with cable and Internet in my life. For starters, the cable is delayed, audio is not synced with video all the time, pixels run across the screen and it freezes. Internet is down enough that is expected at this point. This review is mostly for the “support” available through Comcast xfinity, but “surprisingly” I cannot find anywhere to voice this, literally anywhere. I am told that each time the ratty devices go down, there is a (discretionary) $70 service charge, if they decide so. Cannot explain the basis as to what is involved in the decision. Per Xfinity request, I have changed enough coaxial cables and power cycled enough TVs and routers that I am nearly eligible to list this as an unpaid internship. I bought a sports package for a year, to which they have decided to continue charging me while several channels of my contract were not renewed “for my benefit”. They would have cost me more? Somehow my contract states otherwise but away they continue to charge me. I have spent countless hours with individuals where I explain all problems to level 1, yearning for them to document our conversation. After 30 minutes, I am sent to level 2, who needs me to “start from scratch” and has no idea about the 30 minutes of my time spent with level 1. I have been told that devices I have unplugged are “working properly” when they were in the car to be returned. Some magic there. What really needs to be focused on is the EXECUTION of problem solving, these people lack training as to how to handle pressure cooker situations. You cannot have someone on the phone for hours, and continue to move them up the assembly line, simply to start over with a higher level nobody. The training is limited to something along the “I understand how you fell right now, and apologize for the inconvenience”. This is empty rhetoric that once you hear it for a 5th time, does not carry the same effect they all believe it does. Comcast xfinity support, you are a joke. I was reached out for a “how was your recent experience with us” follow up. I told them, ask and you shall receive. I explained they should be prepared for honesty when asking questions like that, and should probably limit the number of calls. Was explained that it’s automatic by the computer and could not be stopped. Apparently A.I. is at that level now where it cannot be stopped. Trash devices, trash cable and internet, TRASH support, but the store was decent with the human beings that worked there. The wait was ridiculous, but nowhere near the time wasted with support...

I have to tell you walking in this location I was completely surprised I have been so used to Comcast being in a little dingy area with folding chairs kind of like the tag agency this was totally unexpected. In an all fairness it's probably been 5 years since I dealt with Xfinity their customer service has always left it very bad taste in my and I have shied away from them but I have to say after going into this location and working with the manager Denise Jones who was a very nice surprise (she did mention that they have really worked hard to to correct the bad reputation they have had). the staff was warm and friendly when my dad and I walked in. Realizing we needed to come back when we did the place was busy yet we did not wait but minutes. the manager Denise who was helping us was interrupted a couple of times by a male staffer initially I did not have a problem however he never once said excuse me I thought that was quite rude on his part Denise could not have been more gracious she excused herself apologized and went to help take care of something that only she could handle at that moment. when she finished with him she tried to apologize for his lack of manners which I said to her it wasn't necessary but she was very sweet and professional she tried to explain it as oh their young and in training etc. I got the feeling this was way more than that. I got the feeling their parents fell short on teaching manners Sorry I'm in a customer service profession. my dad never said one word but I knew what he was thinking. I definitely will go back there because in a few weeks my contract is ending with AT&T and the price is jumping too much so I'm switching back to Xfinity and it has to really due to the manager Denise and the young lady that I spoke to on the phone earlier...

I am taking the time to write this review to express my gratitude and immense satisfaction with the outstanding service I have received from Omar Rios on multiple occasions. From the moment I first interacted with him, it was clear that Omar is an exceptionally kind, attentive, and thoughtful individual who genuinely listens to understand his clients' needs and concerns.

What sets Omar apart is his remarkable ability to put himself in your shoes and view the situation from your perspective. He has a profound talent for empathy, allowing him to grasp the nuances of your problems and frustrations as if they were his own. This critical skill, coupled with his caring nature and work ethics, ensures that you feel heard, valued, and that your best interests are his top priority.

Around a year ago, I purchased the iPhone 14 Pro and opened a new phone line and Wi-Fi service with Omar's assistance. Despite some dissatisfaction I initially experienced with Comcast, Omar's reassuring presence and willingness to go above and beyond to help have been invaluable. He has consistently been there to alleviate my concerns, offer solutions, and ensure that I have a positive overall experience.

In summary, my interactions with Omar Rios have been nothing short of exceptional. He is a true professional who approaches his work with a level of care and dedication that is rare to find. Dealing with individuals like Omar, who genuinely strive to make the world a little better through their actions and commitment to outstanding service, is an absolute pleasure. I cannot recommend him...