Xfinity Store by Comcast — Local services in San Rafael

Sorry for lengthy review of the facts of this most dismal Customer Service experience....I should have video taped it! Here it goes: after calling and trying to make an “appointment” at the Infinity Northgate, only to have the call go into an endless loop and never got to make an appointment, i went to the store. I asked if I needed an appointment to the man at the front desk who I later learned is the Manager. The manager indicated the wait should be approximately 1/2 hour. There were only 3 people in line ahead of me so 1/2 hour seemed plausible. BUT after waiting for 40 minutes, the first person ahead of me was finally called and went to a customer service booth. The customer had some endearing small talk qualities. However after another 45 minutes, this customer continued to go on an on about personal experiences that had nothing to do with completing their Infinity service. Another couple waiting also could also easily hear the continual personal matters being brought up by the customer and made some quiet and entertaining comments about the customer continuing to go on and on which I greatly appreciated to at-least bring some levity to this horrible CX. The Infinity Rep. just let the customer ramble on personal topic onevactet another, while the customers lining up for service was growing and growing. The Manager dudnt care, others also asked the Manager if he could help. I also asked the manager who walked by “how much longer” would he expect before I’d be able to meet with one of the service reps. The manager callously answered “oh, we cant tell, its hard ti know”. So now his 30 minute estimate was closer to 90 minutes, and still waiting. One of the other customers waiting who noticed the other customer rambling on about personal matters approached the rambling customer and rep. politely suggesting that a lot of people are waiting. Instead of responding in a customer service friendly manner, the rep got angry, did not respond in a courteous nor respectful manner and when the blabby customer Finally left, the rep went behind the service area and closed the door (im taking my ball and leaving).....what a baby!

Also, another rep, who had been Not helping any customer for the past hour, but who was able to go get their “lunch”, came out from behind their back room after their “lunch” to finally start helping other customers. So now, 100 minutes later, the service line actually advanced One person. I indicated to this “post lunch” Rep., this has been appalling service, the length of the wait for customers (90 minutes) the lack of the Manager showing any care for those waiting, and the “post lunch” rep. having the gaul to complain about me noting this horrible customer service. NORTHGATE INFINITY IS ABSOLUTELY APPALLING! Infinity needs to learn about ehat hiod CX is, or they will be learning about another biz...

A technician was scheduled to instal Web, Phone and TV on July 11, 2013 between 2-4 pm. He arrived at 6:30 pm and apologized for being late due to the fact that the previous job took much longer than anticipated.

He began wiring the Living room and when I went to see what progress he had made I found him on the floor in the prone position fast asleep. I woke him to make sure that he was OK, and he reassured me that he was, and explained that Comcast uses 3rd party companies for installation and that he had been on the road since 6 am. I asked him if he felt comfortable to drive home, and he assured me that he was. He told me that he would be back tomorrow to finish the job.

Since he did not show up I called Comcast and they sent a supervisor to the house who told me that the tech had done a poor job using an excessive amount of cable. He removed the excess but could do no more since he was not a technician.

I have called Comcast on a regular basis since that time, however, with no satisfaction. I have been promised that a technician will show up tomorrow.

Listed below are my complaints:

When you call them make sure that you have at least an hour to spare (perhaps more if you get disconnected). The are, in my humble opinion, uneducated, inarticulate and patronizing The phone frequently disconnects in the middle of a conversation Reception on the phone is poor; people will ask if you are talking on a cell phone The Set Top Box for the TV is very slow and the tech suggested that I use the previous version The Menu and Guide leave much to be desired and are nowhere near the standard of Direct or Dish I have 3 houses, one has Direct, one with Dish and most recently Comcast. All have the comparable Premier Channels; Comcast has very few HD channels that come with the package. They do, however, have plenty that you have to pay extra for in their ‘HD on Demand’. The signal strength is marginal casing the picture to fade episodically The Modem/ Router is not powerful enough to permit networking throughout the entire house and the tech suggested that I instal a repeater/ amplifier .... at my expense.

On a scale from 0 to 10, Direct and Dish rate a 3. Comcast would therefore...

This is the oddest company! I use Comcast as my ISP. I had been having trouble with it and called in. They apparently re-set my modem remotely and it appears to be okay. The tech on the phone asked me how my speeds were and I told him the download speed was not what I expected. He said he could upgrade my speed level and the monthly charge actually would be less than what I was currently paying. Naturally I asked him what the "catch" was and he said there wasn't one, and the lower price would be permanent. I was skeptical but told him as long as I didn't have to pay anything additional to go ahead and do that.

I use DirecTV for my TV service. Today, in the mail I got an Xfinity DIY TV hookup kit!!! I went online to see if I am now a TV customer - and, of course, I am!! I may be old, but I am certainly not addled...I know what their tech said and did not say! What a hassle!. I called today but of course no one seemed to know anything or was able to do anything. I shall have to drive to one of their sales centers and. most likely, kill an afternoon trying to get this returned and a credit.

This is reminiscent of trying to get them to install my internet service - it took three different technicians over a 7-10 day period just to get it installed. One guy showed up 4 hours late, said he had to do some work outside - and then just drove away; a few days later the second guy said he could fix the problem, went outside and then HE drove away (I wonder what was outside). A week or so later a 3rd guy arrived, spent 5 minutes and my internet connection was working.

These are exceedingly odd people and they should be avoided if at...