Xfinity Store by Comcast — Local services in Plymouth

I am updating this review after my experience over the last couple days. Apparently the good service I received when purchasing an upgrade ends when it comes to customer service after the sale. We had wires torn from our house as a result of repairs being made on a utility pole on our street. The Town of Plymouth went out of the way to get us emergency permits and electric was restored that day. Our call to Comcast, however, was very different. We were transferred three times because they couldn't help or schedule a service call until we first paid a $100 fee, which they struggled to process but did. After three times explaining the situation and that we needed someone to reattach the wires outside the home, they told us that someone would be there within 24 hours. 24 hours later, a technician showed up who only dealt with install and box issues and could not help. He told us he would have the right people there within another 24 hours. 24 hours later, when nobody came, my father went to this store. For context, both of my parents are very ill and my father is visibly impaired after a brain tumor, but he got a ride and went over. He was told that no arrangements had been made the previous day for someone to come, that we should not have been charged the $100 that was so important on the phone, that it would be another 24 hours...and then they tried to sell him service upgrades!! Now here we are with my two terminally ill parents at home with no house phone, internet, or television. I work from home at their house to be close and care for them, so I am missing work as a result of all this, and just hoping after all these broken promises that something changes...I am seriously regretting my five star review. It is clear that the great customer service ends once they sell you.

The wait for service was long, but I was offered the chance to schedule an appointment for another time and the manager, Devon, came out on the floor and helped when she saw the backup. She was apologetic and very helpful in expediting my request when it was my turn. They could probably use more staff, but those who were there provided...

So I'm not even a customer yet and I'm having problems with this company. Years ago the town we lived in added Verizon FIOS and we changed from Comcast to it immediately because Comcast had terrible service. We just moved to a town that only has Comcast so we're back. I'd heard that they've gotten a lot better...I have serious doubts. Our new house is new construction so Comcast is going to have to install their equipment in the basement because right now there's nothing there but loose wires coming into the house and leading to the cable hookups in each room. I explained this to the sales person when I made the appointment, I explained it at length...several times because the sales person kept saying "drop off". Today I get a text confirming my appointment for a "drop off" of equipment at my door tomorrow with instructions how to install it. It then took me 30 minutes to find an actual telephone number that eventually, after a dozen menu choices, connected with an actual live person, this after trying an online assistant that was totally useless. And when this live person (what a concept huh?) checked my delivery it was indeed scheduled as a "drop off". So she changed it in their system and I have very little faith now that things will go well tomorrow. My wife and I, like a lot of people are working from home right now, we need internet access. We're not even customers yet and I have very little faith in this company being capable of providing that service, or cable TV efficiently and professionally. It seems nothing has changed at Comcast in the past ten years, they are still a horror to deal with. Hopefully our new town gets wired for...

Xfinity does not care about people’s time. They have very arrogant individuals working at the desk when you walk into the store. I originally came into the store to cancel my tv services and add the home security on 1/17. I waited 40 minutes for my appt when the store opened at 9 for a service rep to help me (strike 1). After completing my request for my service change at 10 during a work day we scheduled my home security install for 2/10.

Friday 2/10 comes and the service tech came to my home to install the new security system. When I asked about taking my equipment per the service change call on 1/17 however the tech was unaware. Ok not a big deal. I drive down to the store to confirm the change. I walk in to the store and wait 5 min for someone to offer their help. Keep in mind no one is on line and there are two service reps at the front desk. Once I’m finally helped I’m told my tv service was never removed and the only way would be to wait in the store to once again walk through my request to remove the tv service. (Strike 2).

I don’t have the luxury to take time away from my workday especially when I already went through this exercise. When I asked for immediate service since I already did this, I was told nope have to wait. No apologies for their error. I received a smug and arrogant look as if I was holding them up. (Strike 3).

I do think my request was unreasonable. Please train your staff on how to...