Professional Complaint Management by Xfinity/Comcast Representative

 

 It is so important to keep checking your utility bills to ensure that you are not being overcharged. The other day I realized that I was charged around $86 or so extra on my upcoming bill with Xfinity. 

All this confusion may have been created due to the lack of co ordination between departments. Already there were extra charges during the time my plan was on seasonal hold when I was outside the country and later the end of the previous contract as well as the transition into a new TV/Internet plan added to the confusion and there were charges ( which included equipment charges, shipping & handling charges etc.)  that were not supposed to be there as per the assurances of the previous representatives and escalation manager that I had spoken with since I was not supposed to be charged for rental of modem in my package. So all the more I was shocked and irritated when I saw the bill and called Xfinity right away. After much time and working around the IVR to get connected to an agent, I managed to get in touch with the Loyalty Dept.

 It was time consuming but I went over each and every charge on the bill with this wonderful lady Erendira (Employee Id 3578806) who was so patient, empathetic and supportive. She ensured that the charges were removed and even gave me her employee Id # for reference to our conversation should there be any bill related problems later. After long I enjoyed a pleasant customer service and was so impressed by her professionalism. Now that is the kind of customer service I would have given to my guests had I still been working as a Manager at the Hotel. I always feel that it is so important for customers to receive smooth and refined customer service and they are entitled to it. And lately Xfinity/Comcast is doing a great job and all their employees are being supportive and understanding particularly during COVID times. They are trying to be flexible and have been waiving off certain fees or giving credits. The same cannot be said about AT&T or PG&E for that matter since their representatives are displaying lack of interest and arrogance in dealing with customers recently.

Xfinity representatives seem to be well trained and are adding an extra touch to the customer service experience. Of course their packages could be slightly lower price wise during pandemic times. But they are ready and willing to correct a problem to retain you as a customer. Like their escalation manager Jacob said that customers are always welcome to contact with them should they have a problem as there is nothing that can't be fixed ! His words were very deep and meaningful. Now that is the sort of customer service interaction one looks for ! 

All their representatives have been great and my compliments to them ! I may not remember all their names. But still I try to write down their names and employee id so that I could write about the experience in my blog after taking their permission . The least we can do is to give them the much deserved recognition and applaud them for working hard to give us good customer service even in these stressful times ! I was able to enjoy a pleasant customer interaction with Xfinity because of Erendira who is an asset to her company! People like her make the brand name popular !