Xfinity Store by Comcast Branded Partner — Local services in Conyers

Urgent Incident Report: Critical Harm & Employee Misconduct at Conyers, GA Xfinity Store Date of Incident: Today, July 17, 2025 Location: Xfinity Store, 1895 Highway 20 SE, Suite 280, Conyers, GA 30013 Today, my visit to your Xfinity store in Conyers, GA, to return old equipment and inquire about the free line of cell service, escalated into an utterly unacceptable and deeply disturbing experience. As a 61-year-old customer and a rideshare driver, this incident has caused me significant personal and financial harm. The initial problem began when a young lady was helping me with the new cell service, and your store's internet went down. This immediately halted the process. She returned my phone, and we planned to try again another day. However, when I got to my car, I immediately realized my phone wasn't working. I went back into the store, and she checked my phone, realizing she had forgotten to put my T-Mobile SIM card back in. To my horror, she then discovered she had lost my SIM card. Despite approximately six employees, including her, searching, my SIM card could not be found. I explained repeatedly that I am a rideshare driver and could not leave the store without a working phone, as it directly impacted my ability to work. I pleaded for a solution, even a temporary working phone, but your employees were unwilling to provide any resolution. The situation then became completely outrageous. The young lady who was helping me started cursing and dropping "f-bombs." Then, an older male Xfinity representative, who had not been involved in my service, began yelling and cursing at me. He then charged at me and attempted to physically assault me. I am 61 years old, and he is in his twenties. I stood my ground, and he charged me multiple times before other employees intervened and stepped between us. Feeling physically threatened and completely without a solution, I immediately called the Conyers Police. When they arrived, they took statements but did absolutely nothing about the attempted assault on me. Furthermore, they did nothing to help resolve the issue of my non-working phone. Instead, they told me that if I returned to the store, I would be trespassed. I was left stranded, unable to work, and without a functioning phone. I missed a very important meeting and lost valuable income from ride-sharing. I had to navigate blindly to the nearest T-Mobile store and pay out of my own pocket for a new SIM card just to get my phone working again. This entire ordeal, from the initial operational failure to the complete lack of resolution, the abusive language, and especially the attempted physical assault, is entirely unacceptable and a profound failure on Xfinity's part. What I Demand from Xfinity: I expect immediate and comprehensive action regarding this incident. Specifically, I demand: A full, transparent, and immediate investigation into the attempted physical assault by your employee, the use of abusive language, and the overall handling of my situation. I expect all employees involved to face appropriate disciplinary action. A direct and sincere apology from Xfinity leadership for the distress, harm, and inconvenience I endured. Full financial restitution for all losses incurred, including the cost of the new T-Mobile SIM card, all income lost from not being able to work as a rideshare driver, and any other related expenses or damages resulting from this incident. Assurance that systemic changes will be implemented within your stores to prevent such incidents from ever happening again, including: o Improved protocols for handling customer phones and SIM cards. o Empowering staff to provide immediate solutions for critical service disruptions (e.g., lost SIMs, loaner devices). o Mandatory and effective de-escalation training and a zero-tolerance policy for employee aggression or disrespect towards customers. I expect a prompt response and a concrete plan for how Xfinity will address this grievous failure. I look forward to your immediate attention to...

Was dealing with Phone support intially for my mobile device that is brand new. We trouble shooted the issue and determined that the phone was bad. She said they were going to send a new one to me but would take few days. I didn't like that option. She gave an alternative to go to local Xfinty store and exchange there. I arrived at the store and was greeted and they started helping me. It was little overwhelming intially and confusing because 2 people were asking one questions and seemed to be working against each other. It got focused down to a single person messing with the phone I brought in and told them it was bad and started trouble shooting phone again by trying to get a new sim card in it. He went threw 2 of them and told him they were suppose to exchange to phone. He ignored me again on that. Then he looked at my account and said that they would be charging me for another phone. Realize this is a free promotional phone. And that the promotion that was setup by the phone support was all wrong and they couldn't doing for me. My impression is he didn't want to help me and getting a little confrontational with me. I decided not to make seen after being treated that way left and got outside to see another customer that was very frustrated that had left the store to. This store has some bad customer service obviously. I would definitely tell anyone to go to another location to let this store fail and go under. Plus the store got busy after I got there and people were waiting and they were employees standing around not helping. Terrible customer service. In the future I'll be going totally out of my way to goto the Xfinity Store in Snellville, GA which adds an additional 30 miles from that store, not deal with Conyers store anymore. Plus after an additional hours of dealing with phone support again. They are sending me a replacement phone. Which is going to take few days that I don't have service because of this fiasco Why couldn't this store do the samething? Wow same company. I wasted an hour of my day driving back and forth to this store and the expensive gas involved in this to. Xfinity in general terrible customer service phone...

Despite my extensive history of loyalty towards the Android ecosystem and a negative experience with iPhone 3 beforehand, I went to the Xfinity store the other day. My past trips had been with polite attendants, but none of them succeeded in providing a compelling reason for switching from the tested and reliable Samsung experience. But this trip was remarkably different. As I entered, I saw three young ladies sorting out the store very efficiently. Even though they were busy with other clients, I was greeted and served within three minutes. Kayla, in particular, was exceptional in dealing with my problem of switching to the Apple platform. She was able to convey the features and advantages of the iPhone/iPad platform clearly and concisely, as well as the current promotion offers. Initially, I had considered only getting a cellular-enabled iPad, but after Kayla's thorough and convincing presentation, I opted to buy an iPad and an iPhone 16 Pro Max. My only letdown was the store's lack of stock for the 1 terabyte iPhone and the iPad Pro model. Having already owned an iPhone 3, which did not impress me with the worth of the platform, I was thoroughly impressed by Kayla's polished pitch, as she addressed each of my concerns. The integration of features, benefits, and substantial promotional discounts she presented was top-notch, and I found myself wondering why my past experiences had not been so successful. With over thirty years of leadership exposure encompassing customer-facing sales teams, B2B sales, and regional sales management, I firmly believe that any failure to identify and promote this young lady to a leadership role would constitute a grave business mistake. Her rapport-building strength with a former questionable customer is outstanding. Kayla is the exact type of employee that I used to poach and assign as a regional trainer to show others what "RIGHT" looks like...