Xfinity Store by Comcast Branded Partner — Local services in San Ramon

This is quite a frustrating matter and no resolution has been reached 😡😡. I purchased a phone from Xfinity (iPhone 15 pro) with a deal which required me to trade in my previous phone (iPhone XR) and I would in return get $500 off of the 15 pro. While at the store the person I was working with asked if I wanted to add a protection plan of $15 monthly which would basically be AppleCare+. I allowed this and went ahead and got this deal. After about 2 months I noticed that they were charging me an extra $60 monthly, and after a lot of arguing they took off this charge for the future however the first 2 months i had to pay with no refund. If that was all then sure whatever I could live but no. They are now charging me around $42 monthly for my phone which is alot higher then what I was told at the store. Now today a new issue has come up and I am very fed up, i went to the Apple Store as my back glass had been broken so I wanted to replace. Keep in mind I had been told I have AppleCare from xfinty so it should only be about $30 to replace the back but no the Apple Store said I don’t have AppleCare and never did on this phone?? After calculating costs I now realize that Xfinity is charging me monthly the full amount for this phone ($42) and not even giving me the AppleCare+ which they had told me I was given. So now I’m out an iPhone XR due to a trade in where I wasn’t given the promotion, then was also lied about the AppleCare+, and charged an extra $120 in random billing during the first 2 months?? And now on top of all of this it will cost me $160 to replace the back glass of this phone which should only be $30. The agents at this store are the exact opposite of helpful and just try to kick you out with no help, “oh call customer support they can help with that” I asked them to call support in the store so the whole problem can be solved in store. “Sorry we are unable to because there’s a lot of customers in the store right now” IM A PAYING CUSTOMER TOO?? No respect and 0...

If you value your time, money, and personal peace of mind, I strongly recommend avoiding this store.

What I didn’t realize at first is that this location is not a Comcast-owned and operated store. The level of customer service here is virtually non-existent, and when you point out their mistakes, the response is often dismissive or even humiliating.

I recently had an extremely frustrating and degrading experience. A sales representative (whom I will not name publicly) mishandled multiple parts of my account changes. Despite numerous trips to the store, my issues only became worse.

Here’s what I encountered:

A landline service (about $20/month) was added to my account without my consent, and when I questioned it, the rep flatly denied it.

More competitive internet packages were never disclosed to me; I only learned about and resolved this through Xfinity’s phone support.

When ordering a new phone under a trade-in promotion, the rep failed to apply the trade-in value entirely. Even after confirmation from Xfinity customer service that this was mishandled, the rep continued to deny any mistake.

When I returned to the store to resolve these issues, the representative not only refused to help but also deflected blame back onto me in an unprofessional manner.

Last night, the store sales reps were so aggressive and even denied sharing the store Manager's card.

This raises serious questions about whether these third-party stores engage in questionable practices simply to boost their own sales numbers.

As a long-time Xfinity customer, I’ve never experienced this level of disrespect and mishandling before. I’ve escalated this matter to Xfinity corporate, but based on my experience, I urge others: avoid this store...

TL;DR, if there's even a remote possibility that your situation will require escalation to Comcast/Xfinity corporate, avoid this retail partner location. Go straight to the corporate service office.

Although there was no wait to be helped, I ended up being there for 5 hours! Halfway through, I had to pee and wasn't even allowed to use their restroom, so I had to go to Starbucks down the block.

The time suck was in trying to transfer my existing mobile contract to Xfinity mobile. Things kept timing out and errors were made, so they had to start over multiple times. At one point I lost my service and couldn't authorize the things they needed me to authorize. However, the store's wifi was down (lol), so I needed to connect to the agent's hotspot. Then, for every little hiccup needing approval or redo, the agent had to contact corporate -- like when the wifi bundle was mistakenly finalized without the promised equipment, and when the free mobile line promo wasn't applying because I wasn't showing as an existing customer as a result of redoing the wifi contract. Two issues aren't even resolved yet, so I still have to follow up directly with corporate. 😩😩😩

At one point, the person helping me spoke to me condescendingly because I hadn't gotten an email he said I should have received. My husband was on speaker phone, heard the agent's tone, and even he was like, hey my guy, don't talk to my wife like that.

Trust me, drive the distance to the corporate store because the "convenient" proximity of the retail locations isn't worth the inefficient and at times rude...