Xfinity Store by Comcast — Local services in Vancouver

I'm not usually one to write reviews, especially negative ones, but I'm really disappointed by the repeated poor customer service, lack of communication, and unmet promises I’ve experienced. The situation is a long one, but essentially, I was overcharged by the online customer service team and had to get my account sorted out. That issue wasn’t the store’s fault specifically, but after getting nowhere through phone calls and online chats (at one point I had three modems, two accounts, and two bills, which was overwhelming), I decided to visit the store in person to get help.

On May 6, I believe, I spoke with Fran. She was kind, sometimes a little hard to follow with the company specific jargon she used, but patient with my desire to understand, and she seemed to get everything sorted out. I was told I would be refunded, although the amount was seven dollars less than what I was owed. I decided not to nitpick and was just hoping to get it resolved. She also returned all the extra equipment I had been sent. I left thinking everything was finally taken care of.

However, almost two weeks later, I still had not received my refund and was getting texts warning me that I would be charged for unreturned equipment. So, on May 20, I went back to the store to figure out what was going on.

That day, I worked with Austin. The store was busy, and he was finishing up with an elderly couple before he helped me. I was watching while waiting, and I noticed how frustrated and impatient he was with them. I understand how frustrating customer service can be, since I’ve worked in it myself, but it was disappointing to feel like he brought that frustration into our conversation.

Once I got started with him, I explained the situation and asked for help. He told me there was nothing he could do except open a ticket, and then when I brought up her name, he scolded me for not asking for Fran, since I had worked with her before. I didn’t realize it was the customer's responsibility to track down a specific employee just to get consistent support, especially since I had clearly mentioned that I had previously worked with Fran at the beginning of our conversation. He also told me he had my account open, which I thought meant he had information about my previous visits. Perhaps this is not correct.

Austin also had no clear explanation for why the refund amount had changed and was now somehow higher. He told me the retail store has nothing to do with billing and that I would need to call the billing department. This completely contradicted what I had been told during my previous visit. He had no explanation on why that was different, except for his response chiding me on not asking for Fran. Again, I did not want to demand the attention of one staff member, especially since I did not see her when I came into the store and it was super busy (I waited for 20 minutes.)

Throughout the interaction, Austin was short and curt. His tone and facial expression made it clear he did not want to be dealing with me. I was calm, polite, and patient the entire time. I know he was not the person who had worked with me before, and I acknowledged to him that it was not his fault this all had happened. I just wanted the refund I was told I would receive. Instead, I was made to feel like I was foolish for even coming into the store instead of calling the 1-800 number for the fourth time. Disappointing.

Once I get the refund, I plan to switch internet providers because of this experience. I have been a customer for nearly six years and had no plans to change, but two visits to this retail store were enough to convince me that I need to take my...

Today, we made our way to a nearby Target to run some errands - across the way there is a Xfinity store 7809 NE Vancouver Plaza Dr. Suite #135, Vancouver, WA 98661. My wife and I decided to try our luck with Xfinity and see if maybe we can finally resolve our dilemma. We put our name in and get seated with Wright Miller - who easily updates our new credit card information for auto pay for both our Internet and Mobile. Wright was very competent and very pleasant to deal with, so much so, that my wife and I made a decision to switch my phone from Verizon to Xfinity Mobile. I ask Wright if there are any deals on iPhones for adding a line/signing up new services? He replies "We don't have any deals, and I would honestly suggest heading over to the Portland Apple store to purchase your new iPhone, they will give you the best buyback price for your old iPhone and you won't have to pay sales tax". We thought, hey Wright has been helpful so far that sounds like a great idea. He tells us to head back after and they can assist with setting up the iPhone. Upon returning the Plaza store we see a much smaller sign advertising $500 off new iPhones.. hmm. Wright was not there to help us, another gentleman was (again I wish I had his name but I don't) able to assist. This gentleman was able to set up the cell service with little to no issues, he again was very competent in that regards and very kind. We asked him about the $500 off and he said "yes, that is a promotion we are running for anyone switching to our service". We then explained that I switched to the Xfinity service, however, Wright told us there were no promotions going on and our best option was to go to the Apple store. The employee helping us was very apologetic and kind, however, did nothing more to explain the situation. We asked if there was a manager available, he said no - and that other than telling us "sorry" for the misunderstanding there was nothing they could do.

In summary, there have been many times in the last year and 3 months that an Xfinity employee has done exceptional things. Things that have made us want to increase our service or give you one more shot. However, I have to ask myself why I would stay after days like today? 1) Not all employees seem to be adequately equipped with the knowledge of your systems or their "access", hell they sometimes send you on a wild goose chase because they don't know their own promotions going on. 2) When you do submit a concern you get an empty response and no follow up. The only reason this is on Google is because Xfinity has not reached out to their own review.

You have cost me and my wife time and money outside of the normal services you provided. You put on a front that you want to resolve concerns and learn from mistakes, to better every customer's experience. Well, above are our issues. What will you do with this information Xfinity, what kind of company will you be? I will send this here and through a few other forums and will give ample time for a response - I sincerely hope I...

Comcast ! The company we long term loyal customers love to hate. This customer has been with Comcast over 20 years and nary a late payment. Our rewards ? Have we achieved gold or diamond status yet ? Not even bronze! This customer is nothing more than a pre-existing condition. Just recently Comcast raised my bill again and promised me my previous rate if I would just buy a Comcast home security box. Didn't even have to activate it. Just buy it and leave it sit disarmed. And they kept their word. I helped em make their quad play quota and Comcast reduced the gouging.

So far, all we have achieved in the Comcast Customer Loyalty Program is unsolicited junk mail offering new customer rates at nearly half the money we pre-existing conditions have to pay.

Think of all the money Comcast has squandered reminding us with junk mail, how much more we top shelf customers have to pay, than does a new customer who may never pay !

Comcast should have the savy with modern computing to edit out the half price junk mail to us old timers. Stop reminding us we are being gored.

So that makes me and all the customers like me nothing more than a pre-existing condition. Well. Guess what ?

Our Elon Musk just put another 60 sattelites into orbit. Every internet sattellite is another nail in the Comcastic Coffin.

The window of opportunity is closing for Comcast to figure out what they should do to make it right with us pre-existing conditions.

Mr. Brian Roberts, CEO, do you see that cloud of dust over the next hill ? That's a thirsty herd of Comcast customers and there be a stampede cowboy. This herd smells a Starlink watering hole just over the horizon.

After this stampede, the short sell vultures will pickin your bones partner.

If I was a Comcast CEO I would be unloading another hundred million in stock real soon and makin sure my golden parachute has no...