The Decline of X-Finity Customer Services

 Here it goes again! There was yet another unexpected Xfinity internet outage in my area and support was not available as they usually have these outages late in the night. So, it is highly inconvenient for those who work in the night. Luckily this time it was restored after around 40-45 minutes, and I was glad to resume my work. But frequent outages and scattered internet connectivity is becoming difficult to accept. I am thinking of trying another company for a change after all this while of being a loyal Xfinity customer for five years.

Since last week, I have been calling Xfinity as a loyal but dissatisfied customer and in the capacity of a consumer rights blogger with certain questions regarding their services, packages etc. I have been researching on it based on others' experiences too in different States.

My question was that how they are rewarding their longtime customers for their loyalty and continued association. They may have a loyalty program now, but that is of no value as such to me. As a customer of theirs since 2017, I expect them to do something more in terms of valuing their relationship with me. My question was also regarding the lack of uniformity in their treatment of customers.

My concern was that there is no uniformity in their treatment of new customers and existing customers in the sense that they offer much more attractive and reasonable packages/rates to new customers but not existing ones! Some packages are only limited to the new customers so as to target them. The same goes for a lot of companies or even apartment communities for that matter out here but I will address that at another time. Also, for some they are waiving off the new high charges they have adopted to recover their costs while for others they are being so rigid as to even giving some waivers particularly if there are problems with cable connectivity.

As a customer, one has a right to information or clarification when one is denied what another customer may be availing. One is then forced to consider as to what are the benefits offered to a loyal customer and is loyalty to a particular company actually rewarding or not in the presence of better options available elsewhere. I like to keep old associations alive and so like to try my best to salvage that business association or continue with their services as far as I can despite hurdles before considering moving on to another company. But now Xfinity services are declining, and one is tempted to choose another company for uninterrupted internet service. Their charges have increased but the quality of their services has declined. As of late even the approach of their managers and most of their representatives is quite rigid and unpleasant.

Before I used to prefer them particularly because of their good customer service since I felt that they were always pleasant in their dealings with customers and would really take the time to provide fine resolutions or suitable alternatives. But as of late that has changed, and their telephonic customer service has become as bad as that of AT&T. Now they are abrupt and will have a negative response before even a customer has a chance to prove why the customer is entitled to a credit. They just don't want to hear it!

This time they were not able to successfully address my concerns at all or resolve my queries. They are not interested in even feedback of customers anymore. Instead, they are evasive and reluctant to even approach what the customer tries to address with them, and I say that on behalf of many of their customers who are having the same experiences as me. They have adopted quite a rigid attitude these days and are not ready to even honour what they promise a customer. Many in my neighbourhood share my concerns.

In my case from the beginning there was constant and frequent loss of cable connectivity in my apartment and no number of technicians' visits in a month resolved the issue! After that followed major issues with two seasonal holds or vacation holds. Vacation hold or seasonal hold places your TV/Internet services on hold while you are away at a reasonable rate so that you can retain your TV/Internet package. And there they overcharged the first time because of extension of the seasonal hold and the second time they just deleted my account without my knowledge while it was still on seasonal hold because of which I lost a good TV/Internet package that was of a good price & they refused to reinstate it! It seemed as if they deliberately did that and that too in the middle of the pandemic so that I was forced to upgrade my package at a time when according to them no promotional offers were available at the time.

These various issues caused endless inconvenience and I had to spend days wasting my time and energy to resolve the issues specially to have them credit back the extra charges. The only thing good that came out of it at the time was that after much persistence from my end, one of their managers from the loyalty team then waived off modem charges for 2 years and gave a new package with a price lock for 2 years to make up for all the inconvenience caused but now that is available to everyone with the Internet Pro package of $64. In addition, the TV box charges per month continued to be waived off which had actually started from much before when the technical issues with loss of cable connectivity could not be resolved. But now this year, they have not only started charging again for the TV box but more than before while I am still facing loss of cable connectivity so many times a day. In the past their technicians used to visit my apt so frequently to try to resolve this problem and when at last they could not be done was when my TV box was upgraded at no monthly cost, and it has continued since 2019 till Dec. 2021. But now they are not willing to honour that.

My message to all is that continue being persistent with Xfinity as after numerous calls does someone hear you and may address your issue effectively! But it does involve a lot of time and energy but hopefully in the end you get what you are entitled to as a customer but that's a rarity now with their new policies it appears. A friend recently managed to have the loyalty team reverse the extra charges proposed for his account this entire year while I was not even granted the continuance of waiver of TV box charges despite the continuance of loss of cable connectivity so many times during the day till date! All that I was given was just a $20 credit for the continuing inconvenience.

Now I am forced to say that Xfinity is not what it used to be 5 years back and it is better to simply go to another company. AT&T has some good no contract internet plans at good rates. Even Verizon has better offers these days with no contract, no equipment charges and other discounts for 5G. As it is Xfinity is having frequent outages and internet is slow too despite their assuring seamless and smooth connectivity with their Internet Pro package and so don't go for that package as it does not deliver what it promises!

Expedia Excuses

Expedia conveniently finds excuses not to address concerns of customers by always saying that it is not in their control to do so and so one should contact the airlines/hotels directly as the airlines/hotels have direct control over the tickets/reservations. While it may hold true in some cases but not all.

In my case, I checked with the airlines several times since last year till date and they confirmed to me every time that it was up to Expedia to consider my request regarding extension of the validity of that particular credit that was issued by Expedia in their name when flights got cancelled due to COVID-19 lockdown since it seemed to be under the control of Expedia.

The concerned airlines took the time to explain that credits associated with their airlines started with a certain digit which was not the case with the itinerary number that this credit was issued for by Expedia. Also, if a credit is issued by an airline, it can be used not only to buy a ticket but also pay for extra baggage etc. while this credit did not allow that on checking with Expedia. Therefore, it was obvious that this was an internal credit given by Expedia and not the airlines since the ticket was booked through Expedia. It was a credit issued by Expedia itself and could be altered by them only. But Expedia refuses to accept that. The credit is reflecting in the Expedia account and is only valid till next month, but Expedia is just delaying addressing the issue effectively.

Whatever the reason may be for the refusal, the airline agreed with me that Expedia should take the time to give factual reasons and explanations for the refusal to extend the validity of this credit instead of passing on the responsibility to the airline. This particular airline is always very helpful and works closely with its customers to effectively resolve issues but here they are not able to do anything because this is a credit that was issued directly by Expedia.

I feel that Expedia runs away from taking responsibility for any reservations made through them and are not even willing to cooperate with the customer to resolve issues or address queries. They have support desks to coordinate with different airlines and hotels they partner with but instead they leave it to the customers to find answers and resolve issues on their own. In fact, in the past while working as Manager at a hotel I often encountered challenges in dealing with Expedia to resolve issues pertaining to their reservations of guests at the hotel since they would often create so much of confusion and then just would leave it entirely to the hotel to resolve the mess that they would create.

I feel Expedia is not equipped to handle escalated complaints and is not equipped to co-ordinate well with their partner airlines or partner hotels to create a smooth experience for most of its customers. This is their deficiency, and they are not doing anything over the years to change that. In times of pandemic, I feel it is much better to book directly with airlines and hotels instead of Expedia.

The RM Story @ Banks like HDFC Bank and other Banks

HDFC's Imperia Banking has declined so much in recent years and quite many of their RMs are not as professional and refined as before! The same may apply to other banks like Citibank India or another depending upon your personal experiences. There are always some such RMs at any bank. Once can request a change of RM if you are not satisfied with the banking services you are receiving.

I feel that now internet banking or phone banking is much better than dealing with the staff at the bank or RMs but still one is required to visit the Bank once in a while specially where senior citizens are concerned who prefer traditional banking over internet banking and that is when one hopes for a good interaction but often do not get the professional banking service you hoped for. Earlier banks would build relationships with their customers specially the neighbourhood ones but now they have become quite careless in their dealings and particularly their managers.

The HDFC Imperia Banking RMs are never available if you have a query, concern or complaint. The only time they will give you time is when they think they could brainwash you into trusting them blindly to do your investments without any questions so that they can meet their targets! Your preferences or what works for you does not matter to them! In fact, during such times, they adopt quite an aggressive stance and a negative attitude in their interactions and dealings with you when they realize that you may decline their advice.

Very few actually give you the right advice and are patient in waiting for you to decide how you want to spread your funds on investments products. But remember this is your money and only you have the right to decide how you want to invest it and where you want to invest it! You have to see what works for you and not what suits them.

Of course, good investments advice and suggestions are always useful, but you must take a second opinion too from someone you know or research thoroughly about it before going for it or there may be regrets later.

Relationship Managers are supposed to guide, introduce and advise you patiently about investments or assist you professionally and smoothly with bank related services but definitely not allowed to coerce you into investing against your comfort zone. So don't be apologetic if you don't want to invest in any of the suggested investment products and don't feel cornered if any RM tries to force you to invest in something you don't want to.

RMs are supposed to manage the relationship of valued customers with the bank in a dignified and professional manner so that they enjoy pleasant interactions with the bank. They are meant to enhance your banking experience with the bank and certainly not alienate you from the bank! You have a right to hassle free banking without the domination of certain RMs who do not demonstrate professionalism or customer sensitivity in dealing with their clients/customers. Remember that there is always an option to take your money elsewhere if a certain bank repeatedly gives you bad customer service and where your escalated complaints are never resolved.