XFINITY Store

You must have the correct mindset to discuss business in a cable, DSL or other internet/​media store. When I walked in the door I was wondering whether this was going to be an extension of the clueless support I got from the Comcast Internet chat monkeys. Boy was I surprised.
Matthew took care of us and really gave us a positive Comcast experience. We came to review our bill and ask questions about upgrading Internet service. Matthew quickly explained the bill line items and we made an adjustment. Matthew asked about upgrading to triple play which implied voice to me which I didn’t want to do. Matthew didn’t lose a beat but moved on to help us. We quickly got our questions answered.
Being good at representing Comcast products, Matthew asked us whether we were interested in their security products which intrigued us for several reasons. I was impressed with how Matthew worked hard to get answers, help us determine next steps and propose new items we might like after listening.
Matthew helped us identify a new modem for purchase since our current owned modem is a bit old. New modem purchase is our first step. Next step would be to upgrade the Internet service.
All in all, Matthew helped us sort through the myriad of Comcast paperwork to answer questions and recommend upgrades.
This was a very pleasant experience and Matthew gave us information about Business Class which I was unsuccessful at getting from chat.
Contrast this with the upgrade chat desk. I called to ask what Internet upload speeds were available and to ask about Comcast Business Class. The software upgrade chat desk assured me I needed to talk with technical support chat to get info. Technical support chat wanted to debug my connection speed even though I stated all was working as expected. I eventually got the maximum speed after about 30 minutes which is something Matthew verified quickly. So back to sales upgrade chat. At the end of that I still didn’t know the cost to upgrade which is something I got quickly from Matthew. Ugh.
Parenthetical note. With the Internet we have to assume failures. No matter how good the electronics, something will fail. Businesses build redundancy into their Internet to solve this. Most of us don’t want to pay for redundant Internet connections but expect perfection. In most areas you have one cable choice, one copper choice and in some cases fiber. None of these are perfect. Ideally you should have a primary and backup solution for emergencies.

Been here twice and wait has been terrible each time. I’ve come in during off-​hours and it doesn’t help. It seems like everything just moves in slow motion. I just needed to return my equipment which took 2 minutes but waited 45 minutes just to be called. Unacceptable. Get it together Comcast.

My dog chewed up my remote control so I came to get a new one, expecting to pay at least a small replacement fee. It was not busy around 11am on a Thursday and I was in and out in 5 minutes, with a new remote. And there was no charge! The woman who helped me was very sweet :) 5 stars for customer service!
Store is new and fully equipped with technology. Easy iPad check in.

Waiting here is liking waiting at DMV. Ridiculous! Right up there with their pricing.

There are many reasons why I canceled with Comcast. This is probably one of them. They had over 10 service counter BUT only 2 staff working. Other staffs were walking in and out of the back room, and they noticed the large group that was waiting. Nope. Ignored us all. In which, I waited for over an hour JUST to return equipment that I paid to borrow through comcast. It took less than 2 minutes to turn in my equipment. Having said that…
The service always sucks at COMCAST.

I am writing this review as I wait to return my old equipment. :) I am very happy with the service at this location. You come in, enter name, sit down/​watch TV and wait for your name to be called. Today is Sat around 430pm and Julie helped me out. She was great! She confirmed what I felt, I was long overdue for what I will call «cable evaluation.» I was singed up for an old plan that did not meet my family needs; she hooked me up on the «new» x1; well, new to me, in a package I feel is next generation for almost same price I am paying now. Excellent. Thank you Julie and to xfinity for providing great service to my home.

Over one hour wait! Unacceptable when you pay $ 200 per month. One of the Comcast employees would randomly ask people what they were there for, and then put them in front of others who were waiting. Disorganized and they’ve got got you locked down because if you call the 800 number, you get an inexperienced call center that reads off of a script rather than having the knowledge to resolve an issue.

They have over 10 service counter BUT only 2 staff. Waited for over an hour just to return equipment!
The service always sucks at COMCAST, this is worst than a visit to DMV!!!

This refers to customer service over phone. if there were zero stars I would choose that. Such a nightmare and can’t believe after everything and everyone I’ve dealt with I have no solution and just keep getting the run around. Can’t get to a Supervisor for the life of me so another zero survey it is! Was suppose to get a call an hour ago but of course that hasn’t happened either. guess I call yet again! Unbelievable how horrible customer service is!!!

I am convinced now that XFINITY/​Comcast has some of the worst customer service in the country!
I went in to return my old equipment as my wife said to me: «Get this old stuff out of the house!»
Not a problem.
It used to be that there was a store in San Ramon, however, XFINITY has changed office space more times than I can count! I drove up the old office space and it was gone! I had to go back home and look it up on line.
After finding the new address, I drove over there. The lines were long, many, many people were frazzled and angry by the treatment they received, and instead of encountering a person, everyone was required to put their names into a computer with the option of cell phone number for a text (Which I did). As I stood around I heard one employee speak rudely to a woman on crutches: «You’ll just have to take that box to UPS, lady!» Whoa!
There was also a screen that had the names of those who were up next. Funny, but my name never appeared and there people called to line who came in after me.
Finally, after what felt like an hour, my phone rang. What did it say? «Chan, your number will be called soon!» Chan? Who is Chan? Thank God I put my number in otherwise I would never have been called!
In short I really dislike XFINITY. It doesn’t matter if I call, e-​mail, or walk in, it’s always a disappointment.

I had a really good experience switching from my old plan and address. I have a way better service package that fits my needs. It’s also priced better than my last package.
I spoke with Julie
I couldn’t be happier

Very great customer service in here. So friendly and nice to my niece and nephew. This place is so entertaining for everyone that we didn’t even realize how long we waited. My niece and nephew were playing and had so much fun. Robert and Julie (two of the nice employees working there) were so helpful and sweet. This is my second time here and both times I have had good experience and am very happy :)

Had the best experience ever with really helpful customer service representative Donnelle Brown third time I’m in the store. Thank you Donnelle for being experienced Comcast professional understanding customer needs and company services. Really got what I want and saved by coming in.
Hope management will note your professionalism and you’ll get well deserved promotion.
Will be back and will recommend to friends!

I’ve had service with Comcast for about 2 years now.
I have to say, I’ve had nothing but issues and have filed so many complaints I’ve lost count.
The only reason I stuck with Comcast is because of the internet speeds they provide.
Recently, I purchased my own modem and router instead of renting one from them (I recommend this to everyone), so I had to drop off my router, and I wanted to upgrade to their X1 thing.
Unlike all the crap experiences I had at the San Ramon location — this location was amazing.
The wait was nonexistent and Bryan was a great help.
He took care of everything we needed, and after a conversation about our future move — helped set everything else up. I hope my next experience with Comcast/​Xfinity is this pleasant.

I never thought I’d be giving a 5-​star review to a Comcast Xfinity store but that was my experience there this past week. A solid 5 stars.
I stopped by to return the modem I was renting after purchasing my own. I also wanted to return the cable box they sent me, but never opened/​used, for my deposit back. I was greeted immediately when I stopped by and checked in. I waited about 5 minutes before being called to the customer service counters in the back. I don’t remember her name but it was «Dontella» or «Donella», but she was knowledgable, friendly, and extremely helpful!
Thanks Xfinity!

After ignoring a barrage of letters and voice mails for more than a year regarding updating my modem, I finally relented today. I guess I just didn’t want to add to my ever-​increasing monthly bill. Can ya blame me?
I warily opened the door, assuming I had a long and painful wait ahead of me. WRONG! I walked right up to an employee behind the counter and got the ball rolling. Matt produced my new modem, added a home phone line and offered up a $ 25 per month discount. Huzzah!
Tip: If you stop paying your bill and they shut your cable service off, simply come into the store, sit on their couch, bask in their air-​conditioning and watch their big screen TV for free.

I have had the worst luck with Comcast in general and not much help at the store.
First, my bill has always been wrong. No surprise, as this is status quo for Comcast/​Xfinity. They are charging me for tv service that is not available in my city and for HD that I did not order. I have spoken to numerous agents over the phone and the story is always the same: they don’t have the power to put in credits for the past months errors, now totaling over $ 300.
I went into the store in Dublin and found their story the same, they do not have the power to issue any credits. Who does? I was so frustrated with them at that point that I asked to have tv removed from my account and was charged $ 60 disconnect fee because I disconnected the service before the year was up. I have only internet with them because U-​Verse is not in Livermore. And for just internet, they are charging me $ 76 a month. Must be great to be one of the few gigs in town.
If I could give this stars, I would. They suck. They do not empower their employees to help their customers when they need their assistance. What is the point in going to the store or calling customer service only to be told that they cannot fix my account?
30 Minute wait wasted and no resolution. I guess my only choice is to take them to small claims court to get my credit since no one at the company can fix it.

Memorial Day. I called the number provided to make sure they were open. I was put on hold by the representative and she checked. When she came back, she said, «they’re open until 5.»
Okay, thanks.
I drive to Dublin from Castro Valley, but lo and behold, they’re closed.
I realize the call center is outsourced to the Philippines, and they don’t celebrate Memorial Day there, but I called to check first what the hours are before leaving home.
Waste of time and gas.

Let me first admit that I’m not a huge fan of Comcast in general… they simply have the best internet speeds and widest range of channels where I live. Plus, I have to constantly negotiate hard with them every 6 months or so to keep my rates down.
With that said, this store is super nice. It’s new, spacious, and not very busy. When I stopped in around 3:30 yesterday, there were only 2 customers ahead of me being helped and I was in and out in about 10 minutes. I had to stop by to exchange my gateway because it was failing. Everyone was nice and it was huge leap above the Concord store (that place sucks and parking sucks around there too.
Come here if you can, when you can before it gets busy and the friendly atmosphere dies down.

Had to drop off some old remotes & this Comcast location was closest to Mom’s place
Props for being open on a Sunday!
Huge parking lot w/​plenty of available parking. Huge store w/​lots of floor space & people who immediately greeted us. Took our remotes right away & thanked us for bringing them all the way over
Guess I thought we’d get credit or documentation for bringing them in but we didn’t — need to confirm if we’re still being charged to «rent» them as part of our overall equipment or not… but shame on me I guess for not asking at the time
So for an easy transaction & super-​friendly service, this was A-​OK!