Xfinity Store by Comcast — Local services in Frederick

Xfinity is bad, but this store is even worse!

Yesterday I went to the store in Frederick MD because of a deal Xfinity was offering that expires on 8/12. We currently have basic unlimited mobile and the deal was that if you upgrade to unlimited premium, which is $10 more a month per line, you get a flip 7 256 for free with trade in.

I wanted to trade in my phone for the flip 7 and my wife wanted to trade in her phone for the fold 7. We both wanted the 512gig model and the person we were being helped with said that it would cost me $5 a month for my upgrade, the 256 would be free, but $5 for the 512, and my wife was told the phone she wanted would be $10. We agreed with this. Then the clerk upgraded our service to unlimited premium, we each got a text saying we were upgraded, and then said, oops, his phone upgrade option was greyed out so we would have to wait 24 hours to get that option.

After some back and forth I asked to speak to the manager. He came over, Mina I think, and said that if we called customer service, they would be able to take care of ordering the phones as their system would allow what his wouldn't. I asked how could I be assured that the prices we were promised were honored by the CS rep? He said because I told you they would. He said they would have all the info on their computer and they would honor what he told us. I asked for something in writing to assure we would get the deal. He again said he told us they would, so they would and would not provide anything in writing.

So today, the day after, I called customer service. After going back and forth for them for about 45 minutes they said my phone would be $13.33 a month instead of the $5 I was promised, and my wife's would be over $50 instead of the $10 we were promised. We went back and forth and the customer service woman said, when I asked her if the store manager had lied to us, yes.

I asked to speak to a manager at customer service and am now waiting on a call-back, though if it happens or not is anyone's guess. (2 hours later no call-back)

Is it any wonder Xfinity has such a poor rating, and this store has such a poor rating. The manager, who said his word was as good as getting it in writing wasn't right. His word was apparently worth nothing.

Added: Let's add that their response included a link that I spend over 2 hours on with still no resolution or help of any kind. Xfinity does not care in the least about customer...

This is the worst customer service I have ever received. I have had three scheduled service appointments in the last two days and not one person from Comcast has showed up. I now have a fourth appointment scheduled to correct my internet issues today and have been told that there is no guarantee that the technician will be here today. I have to ask the question that if there is no guarantee for the second appointment for today, and they missed the other three, where in the flying frukk do your customers rank in your "customer service". On a side note you should probably stop hiring people who cannot even answer a simple question such as, "are you sure your technician will be here for the fourth appointment." only to get the answer that no they have no idea if he will be able to be there. If that is the answer to your customers problems, you should probably just shut Comcast down and let someone else take over the business and accounts receivable if that is the kind of Sh I tt y service that Comcast gives to its customers. For a service to now not work for five days and to have the technicians not show up for three appointments is unacceptable, thank god that gets twenty dollars off my bill. For this service it should cost me about 1 dollar which would make the next 19 months free of charge. Comcast sucks, take your business elsewhere if you expect service to fix the problems that you have, Comcast cannot even do that once, let alone the fourth time that today's appointment will be. Oh wait that would mean that they had to show up for the other...

I went to this location today around 11:30a (Best time to go) I usually go to this location when I can't get help through Xfinity virtual assistant. The need to have fake keyboard typing is rather comical though. It's a nice store and wait times are relatively low. I had an issue that required a live person to assist as I couldn't get my issue resolved after getting a new Xfinity modem. My cell phone kept defaulting to Xfinity Mobile instead of my home WiFi network. The agent I talked to in the store didn't seem to offer any resolution. She went to get a "Tech" person who came out. This was a young kid with long hair who never even looked up from his tablet to answer me. He said he could turn off the "Remember WiFi" setting so it wouldn't default to Xfinity Mobile. I said I've done that but it doesn't resolve the issue and only masks it. I said is there another solution and to my surprise this kid told me "You can try a different provider" and that was it, not once did this young man look at me when talking. I left there and went to T-Mobile and will do exactly what he instructed me to do. I'm cancelling with this ISP. It's a shame as I have used them since they were Antietam cable. If he offered some options or just simply said "I'm really sorry but we don't have an answer for that" I would have been fine. This company has grown so disrespectful that their customers are not important enough to even have the ability to talk to a real agent when you have a unique issue. They just tell you to "Try another provider" so that...