Xfinity Store by Comcast — Local services in Snellville

I have had the worst experience trying to get a technician out to my home to install the xfinity home security cameras and the xfinity home thermostat. I had FIVE appointments scheduled, and ALL FIVE had to get cancelled and rescheduled because some idiot at this 1905 Scenic Hwy, Suite 420, Snellville, GA 30078 dispatch center doesn't know how to read the notes detailing the work order and keeps assigning the job to the wrong technician. This is pretty much how the last 5 appointments went:

Appointment 1: Monday 6/12/17 - the appointment time was from 8-10am. I waited until 11am and called the 1800 number. I was on the phone for about an hour. They said it was somehow cancelled. I did not do this and they had no idea how it got cancelled. Wonderful.

Appointment 2: Tuesday 6/13/17 - the appointment time was from 3-5pm. The tech was parked in front of my car at 350. I get the message on my xfinity app saying that he will be with me shortly. He left after 15 mins and never knocked on the door. Once he did not show back up at 5pm, I called the 1800 number. I stayed on the phone for about 45 mins because dispatch takes 30 minutes to answer the rep back with a status. They said someone will be back in over an hour. After 2 hours, no one showed up and I called back. I was on the phone for another 45 minutes. They said the tech (Henry) will call me in about 45 minutes. He never called. I called the 1800 number again to cancel, because at this point, it was nearly 9pm and I already wasted SIX hours of my time WAITING at home. I rescheduled for Thursday.

Appointment 3: Thursday 6/15/17 - the appointment was scheduled for 5-7pm. I get a call at 3pm from the tech that says he doesn't do home security and has to get it reassigned to an xfinity home tech. I asked multiple times if this was actually gonna happen and if someone will in fact be out during the scheduled time. He insisted that someone would come. I didn't believe him and called the 1800 number. I spent another hour on the phone and spoke with a supervisor who insisted that someone will be there. The job got dispatched to Carter. He called me at 6:58pm (Two minutes before the damn window closed) and said he doesn't know why he was assigned cuz he's in a neighboring city. He said I would need to reschedule.

Appointment 4: Monday 6/26/17 - the appointment was scheduled for 10-12pm. I receive a call around 11am and the rep tells me that the job was once again assigned to the wrong technician. Mind you, at this point I've spoken to 4 supervisors and tripled checked that it was scheduled for xfinity home since the 2nd appointment. I hold for an hour to speak to a supervisor and the representative hangs up on me. This has happened at least 5 times where I stay on hold and a rep just hangs up on me. I finally get a hold of someone and reschedule this appointment again through xfinity home for the next day.

Appointment 5: Tuesday 6/27/17 - the appointment was scheduled for 3-5pm. A technician shows up towards the end of the window and states that he can't complete the job because he's not the xfinity home tech.

At this point, I'm ready to cancel all services and try calling the 1800 number again to speak to a supervisor. I wait in the queue for about an hour and the rep comes on the phone, asks me for a call back number so that the supervisor can call me within 5 minutes. Do you think he called me back??? NO.

I have been told on multiple occasions that customer service is THE top priority. What I've experienced in the last 2 weeks is so far from that and does not at all reflect the company's initiatives. I guess being a Comcast customer for over a decade doesn't mean anything. I am extremely disappointed in this company and the way they treat their customers. It seems like the customer service is just as crappy as it has always been portrayed...

Customer service was...ok...low on enthusiasm. All of my questions were answered. Ready to cut cable. One price increase too many.

That was my previous review. Now for 2022.

Have you ever had anyone give you such bad service and be proud of it, that they give you their business card? That was my experience with Ms Brandi Fox of the Snellville location. I made it to the store about 15 minutes before closing to get a Flex system...to stream services because I cut the cable and only get internet. Brandi simply seemed annoyed with me from the moment she "greeted" me. An attitude hard to explain, except professionally rude. She met me in the middle of the showroom, didn't smile, ask me what I needed. I didn't know the name of the thing, so I tried to describe it. When I decided this is what I wanted, she just started walking back to her desk area, not inviting me "this way". From there it was "phone number". Not, "ok, valued customer, I'll need your phone number please". I gave her my current number, which didn't work. "No. Nothing under that number." I tried my previous cell number. "No." And she just looked at me as if I tripped over her blind puppy as I walked in the store...or might make her stay a minute past closing. So I ask if she can look me up by my name. "No, I can't find you by your name." I figure instead of guessing, I'll bring up the Xfin app and it should give me my account number. She could have made such a suggestion instead of half telling me what she can't do. In the app it shows my older than old LAN line number, which I give her. She keys it in...does some computer things and then says "I'm going to send you a link to authorize this transaction." I get it and click on the link, and it wants to confirm that I want to set up automatic payments. "This is setting me up for automatic payments" ... she replies "Do you use autopay?" ... "no, I don't" ... "then set it to 'no'" ...like I'm being scolded for not knowing what's going on. A confirmation is a simple "here's what we're doing, here's what we're charging...do you agree? y/n" After I set it to 'no', it's just spinning/thinking. During the spinning, I received and acknowledged a text, which will become important shortly. I notice that she's now typing something into her phone. I won't speculate. Finally, the confirmation completes. She hands me the box followed by a receipt. She then says something like "I hope you didn't take a picture of me. That would be a violation of my rights." I didn't think of it at the moment, but when I looked at my phone for the text, she thought I was taking a picture of her. But I did tell her that I didn't take a picture of her. Then she tells me how she gave me good service. I said "No..you didn't. You had a horrible attitude." as I was walking away. The next gentleman went to her counter. The guard was about to let me out, when I stopped him and said, I think I'll wait for the manager. He said that the manager was in the back. I said I'd wait. I then asked him what her name was. Now this next part speaks volumes to her "great customer service". She yelled over her current customer to tell me what her name was, to reiterate that she gave me great customer service and that her manager would be out shortly. And then she asked her customer to pass to me her business card. She involved her customer in her "drama". And then when she saw her manager come back to the showroom, she left her current customer to go talk to her manager and get her side in first. I simply told the manager that she had a horrible attitude and then I left. Xfinity is truly a great product. Great speeds. Reliable connectivity. This person was horrible. ...

On May 31st @1:43 pm, over the phone, I spoke to a lady that had sent me the activation link so I could check off the agreement with Xfinity, which I did not do because the total was incorrect to what I had talked about. The lady then told me that she completely understood and that I could go to my nearest Xfinity center and they'd be able to help me. Well, today I go in to pick up my modem and also to clarify the monthly charges before agreeing to anything. I get called to be "helped" by Shantelle. I explain to her the situation and also explain how my sister-in-law pays a certain amount for only internet and that the service she has is the same I want. She goes on saying that I agreed to paying more than what my sister-in-law pays on May 29th...I then explain to her that I never checked anything off and I even go to show her my text from xfinity which clearly showed May 31st. She then says that I would have to call xfinity because she's not able to do anything. At this moment, she is now shaking her head at me and giving me an attitude. I then go and ask "Excuse me, is there a problem ?" Then she says that there is because she's already telling me there's nothing she can do. So then I take my phone out and start recording her and I let her know, which offends her and she gets up to go get the manager. Jason then comes up and is really nice and helpful. He was able to pull up my sister-in-law's account and let's me know he can give me the same service she has, which was what I asked about since the beginning. There was another manager that also came up to greet us and was very kind as well. The only reason I will give a 2 star is because Jason was very courteous, if not I would give just one star because of Shantelle. If someone doesn't like dealing with people, don't work for customer service. Go work at a warehouse or somewhere where you don't deal with people and having to be nice to them. Instead of dealing with the issue and coming up with a way to fix it all Shantelle did was try to get rid of us and not help. My husband and I run a business so we know how good customer service should be and how people should be treated. Doesn't matter if you're having a bad day or don't feel like being at your workplace, you always have to have a good attitude when it comes to serving...