XFINITY Store by Comcast

I would like to tell a story about how Comcast treats their customers.
A month ago I signed up for internet from Comcast. I’m paying for it. It has never worked. Day one I call in, and I’m told it must be my equipment. I replace my equipment, issue persists. I call back, they say they will send out a tech. A week later, the tech tells me I need an mdu (with no explanation to what that is). He calls Comcast to see if they will let him do it same day. They say no, and someone will be out Saturday to fix it. Take the day off work. No one shows up Saturday. I call in and am told that Comcast canceled the appointment. I ask why, and they said there was an outage and its comcasts policy to automatically cancel all appointments after an outage. I schedule another appointment for this mdu. Another day off work. No one shows up. I call in, and am told they were there and fixed it but didn’t need to come inside. Still no service. They say they will send out another tech. Another day off work. New tech shows up and says you need an mdu. I told him that someone already supposedly fixed that. He says that no one worked on the line outside, which is what an mdu is and that if someone said they did, they were lying. Call back into Comcast to tell them I need to re-​re-​reschedule the mdu. Another day off work. I get a call at 8:15 am, saying the tech is here. I’m sitting in front of my open door while on this call, no one is here. I call Comcast and am told that the tech showed up, realized I needed an mdu, and left because he wasn’t able to do it, and that I would have to talk to a special mdu team (first time in a month that someone told me this)
Now I haven’t mentioned the three times I was told that a manager was going to follow up with me after the techs came out, but I’ve never received a call. I have however been treated like a sub-​human by every person at the call center. Every time I ask to talk to a manager, I’m told the managers are in a meeting until the end of the week. For a month. The last associate told me she was the highest ranking person at Comcast that is currently working. And that is the defining characteristic of Comcast. They will tell you whatever they think you want to hear until you are off the phone and they don’t have to deal with you any more. How many companies out there can get away with treating their customers like this? One month, 5 days taken off work, 20 hours spent on the phone, no working Internet. And what do I have to show for this hell? A bill for $ 70.

How do I loathe thee Comcast, Let me count the ways.
I ended up here after three days of comcast moving nightmare, only to experience more hell. What a great idea to build 10 customer service stations at this location, but only staff 2 personnel. Sure, I’d love to be the 23^rd person in line and wait another hour, after spending 4 hours and 58 minutes on the phone with comcast.
So, how did I end up here? Because I called comcast to transfer my account since I moved. And they told me to call another comcast number to transfer my account. And another number to start the new account. And another number to activate service. And another number for technical issues. How many third-​world countries did I call today? Who knows? Seriously comcast, when your customers are experiencing problems, the least helpful thing is experiencing a language barrier (people with thick accents).
Turns out, after 3 days and nearly 5 hours of phone calls, they transferred my billing but forgot to transfer my equipment. So the 1 – 800 agent told me to write down my cable box and modem serial numbers and take them to the local comcast to transfer the equipment, BUT I was told I had to wait 24 hours before doing so.
The un-​helpful 1 – 800 agent told me my local xfinity store was 2900 Baseline Road. Put that in your GPS. That’s actually outside Aurora, Colorado. I live in Aurora, Illinois. Again, outsourcing customer service to another country, where they don’t know the difference between Colorado and Illinois – it’s a bit of a drive!
Per the xfinity store agent, the 24-​hour wait was a lie. And so too, was the lie about not transferring my equipment. In reality, the agent explained that the 1 – 800 agent «killed» my equipment and it couldn’t be re-​activated. So now I get to go back home, retrieve the equipment, take it back to the xfinity store, to then be issued new equipment. No big deal, it’s just a 35-​minute drive from my home to the xfinity store.
Q: «So why did they „kill“ my equipment?»
A: «Because it was outdated.»
Q: «But I just opened the account 3 months ago. How can it be outdated?»
A: «It’s just outdated. They have newer equipment.»
My TV is from 1989. My desktop computer is from 2000. My cell phone is from 2012. Yet comcast’s cable box only has a 3-​month lifespan!!!
Birley, the service agent at the store was nice and personable, but I came home and experienced more problems with the new box. This is my first move with comcast and it has been three days of hell, and the account is still screwed up. Yet, I moved three times with DishTV and never had one issue… just plugged in the receiver box and instantly had satellite TV. DishTV… only two outages in three years due to extreme snow. Comcast… over a dozen outages within three months, of which they still haven’t credited my account. Unfortunately, both our current apartment, and previous apartment, do not allow satellite dishes. Maybe it’s time to switch to AT&T.
Lesson learned: Don’t bother transferring your account during a move. Just fully cancel comcast at the old address. And start a brand new account at the new address. Had we done that, we would have had TV and internet the same day… instead of being without service for three days. I know that sounds whiny, but when you work from home, you need internet :)

I was pleasantly surprised by my visit to the Xfinity Store. The facility is well designed and has a lot of interactive displays and TV’s in the waiting area. They took my equipment at the sign-​in counter so I didn’t have to carry it around, and the transaction was handled quickly.

Great fast sevice here. If you experienced terrible service at the Aurora location then you come here instead and be wowed by everyone

A short while ago I had come in to the Bolingbrook office as directed by the telephone rep I had spoken to in regards to a $ 70 charge I was disputing on my bill for a service call. Manny Sosa assisted me and was the utmost professional while doing so. He immediately brought in a store assistant manager to assist and showed him what was written in the system on my account, that I should go in to the store to listen to a call to verify I was told I would not be charged for a service call. Apparently, this is not possible there. Manny was very apologetic for my having to travel to get things straightened out.
The assistant manager became busy with another customer, and I decided to use that time to talk with Manny about my services and in particular, the X1 services. To make a long story short, Manny took great care of me, adding on services and even a Self Monitored home security system. All for very close to what I was paying before. He realized that it is important to take good care of customers, especially a long term (20+ years) customer such as myself.

So far, I am very pleased with the X1 and the Home Monitoring systems. Manny did a great job and was even able to help me get the $ 70 fee waived. I am very grateful for his assistance.

I have been a Comcast user for several years and having gotten nothing but great service from this location. Most recently I talked with Devon, one of the Sr. Sales Associates at the location. We had to change names on the account and he was not only able to help with this, but he also was able to get us a package that cut our bill in half. I would reccomend this location to anyone who is fed up with calling and appreciates having someone in person to assist with your needs.

Helpful staff, helped me save with my account. But… I had to wait over a freaking hour to get served. Completely understaffed.
I also noticed, someone took care of their friend ahead of everyone else. They never signed in. That was crap!
Still stuck with the only game in town. Crap service, long lines.

Although I’ve had some difficult times with Comcast in the past, this was a rather pleasant experience today. I had to return my Comcast receiver due to an upgrade. My wait was minimal and I was helped by Mr. Campbell who made the process quick and easy. It seem like everyone at the store was very professional, unlike that which some of the past reviews have stated. I would return to this Bolingbrook location for any other Comcast needs.

Best experience with Comcast I’ve ever had gave was amazing and efficient thank you for the experience!

Sop far… not so good. Should have stayed with my old provider. Asked customer service the NUMBER to this place in Bolingbrook. so you know, I could actually speak to someone local… but…their computers were down. WHAT???

Very much like the DMV for cable television! The store is pretty new and very well setup with various numbered service counters. I spent a total of 50 minutes in the store a couple Saturdays ago. Not horrible. It’s like the DMV in that you receive a number when you arrive. TVs placed around the store display who’s next in line and what counters are open to service customers.
Staff was pretty efficient and they provide ample seating to wait.

I was greeted quickly, asked about my issue, assigned a ticket and asked to sit down. Before I could even be seated, an associate named Manny called my name. I stepped over and he enthusiastically asked about my issue. I explained my concerns and he said that he could certainly help. He didn’t have the adapter but ran around the store until he found one at another work station. I then explained an audio issue I was having with my DVR and he identified it as an older box that had known issues as I had found on a Comcast forum and other online forums as well. He grabbed me a new box and told me to bring back the old one at my convenience
Great experience and exceeded my expectations!

I was having problems with my cable box, so I was referred to this Xfinity store location. It’s open till 7:00pm, so I could make it after work. Going to this place is the best experience I’ve had with Comcast. There was no wait, and they replaced my cable box quickly.

I was beyond frustrated when Comcast came to install my equipment for new service last month. The technician did not have the right equipment or enough boxes for all of my rooms. I called in to speak with a Rachel who basically all could do was send out someone else… in another couple of weeks! By the way, this is after calling several times to be left on hold in dead air, hung up on, transferred to the wrong department– just *UGH*!
I went to this store to turn in the equipment and just settle with U-​Verse or Direct TV. I already knew I had a nasty attitude, but was very impressed how concerned Kenya was regarding my situation. Not only was she very sympathetic for other people’s blunder, she was able to set me up with a earlier appointment & even a better deal with more channels & internet speed than I thought I had initially! She patiently dealt with me over 30 minutes!
I still have my guard up with Comcast at this time regarding first impressions… but Kenya really help with cleaning out most of the bad taste I had in my mouth. Hopefully, my future experiences will be just as pleasant.

After trying to talk to a customer service representative on the phone and getting disconnected, I used the online chat feature to talk to a representative. I was not 100% comfortable with the information the online rep gave me, so I decided to go to the xfinity store located in Bolingbrook, IL. I was coming in to the store with an issue with my bill (which I caused). The first thing I noticed was this store seems very organized in terms of checking in and waiting your turn. After my name was called I explained my issue and the representative was very nice and patient. He wasn’t exactly sure how to solve the problem, so Donald Harris was called over to help. Donald was very helpful and was able to resolve my problem in a reasonable amount of time. Thank you!

The place is clean and the staff is pretty friendly, but I had to wait about 25 minutes to be served. It was inordinately busy, so I didn’t really mind that much. The staff handled it pretty well. The whole place is designed with tvs and little touchscreen pads everywhere, so you’d think that this would be a great place to kill time, but the problem is that every piece of electronics had the sole purpose of trying to sell you on some new technology.
When my name was called, I was taken care of and out of there pretty quickly, but I was given «legacy» equipment. I had to call up and request that they send me X1 equipment (which is the newest platform). They don’t keep that equipment in the store and had I not been an informed customer, I probably never would have gotten it.

I went into the Comcast store a few days ago. I received help by a young lady by the name of Tianna. She was very helpful and nice the young lady next to her was sitting down playing on her phone while there were 6 customer waiting. I enjoyed Tianna customer service, but I don’t think I will be returned to that store.

Went in on the recommendation of a Comcast phone technition to simply replace my modem. After taking a number and waiting 40 minutes, I went from #10 to #8. The number of service people visible went from 5 to 2. When I left after 40 minutes there were 18 customers waiting with only the 2 service people working. This is on ⁷⁄₁₃ at 2:00 in the afternoon. If you are going in there bring a tent & some provisions. ABYSMAL !!

Complete joke!!! Went to return box and was told i would have to wait over an hour. Told I could go next door and ship it back on Xfinity’s dime. When I entered UPS the line was practically out the door all with people sending back cable boxes on Xfinity’s dime! What a complete waste of money and time! No wonder we all pay a fortune!

No more lines! Check in was assisted by store manager Rick, very friendly staff. They put your equipment on the counter and you can have a seat. Then they call you and you’re directed to 1 of 10 stations. You get a personal contact with a rep, so get their business card. Make a payment at the kiosk, or check out their services.
Much better system than Lisle and Aurora, which recently closed. This is the 3^rd store like this in Chicagoland. Too bad, I’m dropping cable/​phone services. No one can compete with XFINITY Internet. 1 gig coming 1^st qtr. 2016. #DIRECTV don’t let me down.