XFINITY Store by Comcast

Over the past week, I’ve been a bit perturbed with Xfinity/​Comcast. My DVR/​service decided during season finale week to delete my series from my recordings list, meaning that they were not recorded and #firstworldproblem, I had to watch them ON DEMAND with commercials and all. augh.
First step: call to complain. Relatively harmless, except it took 20 minutes to explain the problem (no, it didn’t delete ALREADY recorded shows, it failed to record at all), and she couldn’t actually tell me how to fix it. She did offer to let me exchange my old DVR for the new X1 DVR and gave me 3 mo of a premium channel for free.
Second step: go into actual physical store to exchange (which is what this review is based upon). Greeted immediately and my name is put on a list (kinda like going to the Apple Store). They’re showing Monsters, Inc., which never fails to amuse me. After about 15 –20 minutes, my name is called and I step up to the counter. I explain the situation to the customer service rep, who quickly grabs a new DVR for me, shows me the ropes, and gets me on my way.
Third step: home installation. Plug it in, set it up… no problem. None so far. We’ll see. I am enjoying the premium channels (watching Big Hero 6 right now… «I have some concerns…»)

If you have problems with Comcast go see Erin!
I went in to drop my service, but she worked miracles and reduced my bill, increased my services and made me believe there really is such a thing as customer service, it is not a myth!

While I appreciate that the customer service rep was trying to be helpful, what she did was so, so not okay. So what happened… I had complained to a friend that I only have a few TV channels but I don’t want to pay the huge amount that xfinity charges so I went down to the lowest channel package. This friend decided to go to the xfinity store and up my package to one with a lot more channels… and MORE money! He thought it would be a nice gesture (he’s a whole other story) to do this for some reason. Anyway the point is that he is NOT on my account and has never been associated with my account in any way. Yet he was able to convince the Rep to go into my account and change my package without ME being involved! That is insane! All he had to do was tell her my phone number and she upped it to over $ 100 per month. Of course I have canceled it (as well as gave this friend a piece of my mind). At least they didn’t try and charge me for cancelling the contract. God that’s the least they could do!

Cory Turinetti has changed my life. He is always very friendly and helpful with my account and my sister’s account. He is an awesome consultant and a credit to Comcast. I will never call the toll-​free number again. We all know what that’s like! I highly recommend this Comcast location, especially because of Cory. He is the best!!!

I had to go into Xfinity to receive a new remote as my old remote wasn’t working and even when I first received that remote it would freeze on me all the time. Frustrating to say the least. The associate that helped me was Nate Matsoukas. Not only did he get me a new remote but he also helped me get a new receiver which has DVR. I love all the new products I received but what stood out to me was how thorough Nate was in explaining the process of hooking up my receiver. I don’t know about you but I am not technical savvy so the fact that he took the time to explain and make sure I was comfortable with the information was service that went above and beyond. This is a rare trait in the service industry these days and I was impressed. I highly recommend attending this Xfinity Store for all your Xfinity needs.

I THOUGHT this was a great store. I took the time to visit with an issue I was going to have. An associate there (K) told me not to worry and that he «would even give me a credit». Next cycle, what do you know… my bill goes up $ 30… exactly the issue I went in for (that apparently I was not to worry about). I try to call. Turns out, even though they publish a number for the store there is no way (mind you this is a communications company) to contact this store. Of course, calling that number you get the call center, and those folks are NEVER helpful. I asked for the store number…“they don’t have one”, I asked for the manager’s email. «we don’t have that.»… «So there is no way to contact this store?» … «Not unless you go…» — GREAT — a lot of good that did the last time.
How do we live in 2016 and a company like this survive?

Whenever I go to Comcast it is never fun… until I met Cory T.
He made everything so simple and fast. It was not like any other time I’ve been there. When I move in a couple months I think I will still make the drive over to Belmar just to have this type of service again.

I stopped in late yesterday afternoon to explore switching over my TV and internet services to Comcast. Ashley was awesome to work with! Quick, efficient, and friendly; she had me set up with the best deal for my needs within about 20 minutes, and gave me her contact information if I had needs or questions in the future. My installation appointment is tomorrow, which is about a week sooner than I expected. Most people don’t like dealing with any cable/​internet provider, and I’ve had my fair share of frustrating experiences as well, but this certainly didn’t count as one of them! Thanks Ashley!

I can not say enough good about my experience today. Fast, courteous and even funny.
I used to loath any interaction with any entity associated with Comcast. Well done!

Ashley is an incredible agent to interact with here. She was incredibly friendly, found me some great deals, and was always happy to see me when I came back in for more questions. Comcast has a bad reputation, and I have bad experiences with them, but Ashley in particular made signing up with Comcast an easy and enjoyable experience.

Always terrible lines and had waits here. On top of that the representatives over the phone tell you different things than the store. I’ve always disliked the company but this is the only provider besides satellite at my address. I’ve wasted a whole Saturday trying to get my service just started with barely any help over the phone. I was sent here again only to walk in on an hour wait and slow moving employees. Use any other company if you can, Comcast/​Xfinity is a bad choice, always

I don’t know why people complain about Comcast customer service but I always receive great customer service at this location. Today the service was especially great, fast, and empathetic with Ashley Rodriguez at station number 10. I’m actually writing this while she is completing my request and she’ll be done before I complete my Unilocal.Thank you very much Ashley. You’ve kept me as a customer.

This brand struggles to make friends. It’s mostly an average of hatred towards them.
This branch is convenient. Shares a garage with Whole Foods. If you shop at WF you can park there and walk next door to this branch.
Now why three stars? I think it’s the wait. There was a zombie like crowd waiting to be helped when we walked in. Not enough chairs. Nor enough staff to help the crowd. I counted 4 staff against a group of close to 20 customers. Each one taking an average of 15 – 30 minutes each.
The staff tries very hard to give you a great experience with a bottle of water to start with. Or the opportunity to be called by one of them on the phone same day so you don’t wait in line at the store. Sounds promising right? No way experienced people took that deal. We all know that over the phone help is seldom a help at all. So yeah most people there rejected that offer and waited half hour to look into a staff’s eyes and get that promise that your company will start my service at the time you said you would and at the price you said you would at the speed you promised.
So yeah. Trust earned takes a while to build. Keep working on it.
But based on the service provided that day it’s was a four star experience.

I went in just to grab my cable box, since I had just set up service. Despite my experiences dealing with comcast in the past, I was more than pleasantly surprised at the level of service at this location. I was greeted with an open door and welcoming face. After giving my name to add to the short queue, I was told it might be a 10 minute wait. It only took about 5 minutes. A manager, Renee, kept me updated on my pending status.
I was able to pass the short time watching Finding Nemo while sitting in the comfortable chairs around the TV.
Cody helped me out with the cable box and some much needed wiring for my new apartment. Easy and simple and fast.
My biggest complaint is that the TV had some powerful glare from the outside sunlight. But service and customer satisfaction was a major win for this customer. Thanks for the help.

Torture. Forced lobotomy. Chinese prison.
What are … things I would rather endure than deal with Comcast, Alex?
Went to return my box. Arrived 5 minutes after closing. Door locked. Employee visible in store. Pantomimed: «Hey, just need to return this!» He threw up his hands. I pleaded. He ignored my pleas. Fed up with Xifinity, humanity’s greatest tragedy — and I include the Khmer Rouge and Isis in that statement — I left the box on their doorstep. I assumed the employee would, when he had time, come get it and log it in the system.
Of course that didn’t happen. Of course I was charged $ 100. Of course I will never use Comcast /​Xfinity again, and while I do not hope that their CEO and COO and various employees burn in hell for all eternity, I do hope they spend some time in purgatory getting poked in the butt by angry devils who also hate Comcast.

It’s called the «Soap Opera Affect», and it is the reason why the enormous TV here looks like absolute sh! t. Fix your TV, Xfinity; it makes you look like fncking idiots when you don’t understand the technology in your own damned industry. Or not. Look like idiots. I don’t care.

I know, I know, everyone hates Comcast (me included), but it is what it is. I had to return some equipment to this store in Belmar. It is located near the Whole Foods. Tons of parking in the covered lot around back. Really light and bright store with a big seating area with a curved TV.
Their biggest problem seems to be that they think everyone that walks in understands they need to go to an iPad and check in (nobody tells you). Next problem, the assumption that everyone that walks in understands to how to use and iPad (at least 2 in front of me had no idea and we all had to help — WE HELPED, NOT EMPLOYEES). Once checked in, they have a visual and audible (they yell) paging system. It is relatively fast.
Employees do their basic jobs, but do not ask them to move from their spot or help in any way on the floor.

Fuck this store and everyone working in it. If you work for Comcast you deserve to be treated like shit. This place is worse than the post office around Christmas. Terrible customer service, 2+ hour waits. They had to put TVs in the store so the mindless idiots in there don’t riot from wasting their life dealing with Comcast. Comcast go fuck yourself.

Comcast has absolutely the worst customer service of the internet providers out there. Their corporate company policies and contracts are deceptive, manipulative and misleading. I have used several providers out their over the years at multiple businesses and residences and have always had the WORST experiences with comcast. For example, they are charging me $ 350 for a 2^nd modem that their tech replaced and took with him 2 years ago. I returned the modem that he replaced it with, but because I did not document that he took the old broken modem, they are charging me for it. This is just one of many outrageous experiences I have had.
DO YOURSELF A FAVOR AND GO WITH ANYBODY BUT COMCAST!!!

**RANT WARNING**
My old cable box decided to die two days ago.
After calling Comcast/​Xfinity Customer «support» number and spending 30 mins reassuring them my cable box was indeed plugged into the electrical wall outlet and the cables were also connected correctly– they recommended I visit my nearest Xfinity retail location to simply exchange for another one.
Pretty simple idea right? no. not at all
Colorado snowstorm and subzero temperatures aside– what a pain. The «helpful staff» for Comcast/​Xfinity had the tone that somehow either I was not using the cable box correctly (after 4 years never being unplugged/​connected) or that this was somehow my fault that the equipment I pay for was malfunctioning.
So I get to this location which is very easy to find btw and only had to wait 20 mins to see the Customer Service «Executive» in person to explain my situation again.
Yes– It was plugged into the wall outlet. Yes I had the cables connected correctly for over 4 years. Finally I convinced him to exchange my old unit for a new one.
Not so fast! I don’t have an HD TV– so I don’t require an HD Cable box. Well– it seems that all they had in stock was the HD option.
No.
Not believing it.
After «negotiating» for another few minutes my Customer Service «Executive» had to go find his Manager (an Executive Manager perhaps??) to discuss my situation.
Few minutes later he returned with «the last one» from the back room.
bullshit
So my Customer Service «executive» named [ .L/​] proceeded to scan labels on both the old non-​working cable box unit as well as type in more than a couple numeric codes into his seemingly very complex computer interface.
One short hour I was out the door and ready to drive home in the snow– excited to watch cable TV I had been paying for all along.
Not
so
Fast
Getting home and following the VERY simple instructions on how to connect my new (refurbished) cable box unit I eagerly called the activation 1 – 800 number! Whoo TV will return in no time at all right?
not
so
fast
Spending more than ANOTHER HOUR on the phone with some more Customer Service «Executives» (somewhere in a random call center noticeably) I was informed that the new (refurbished) unit I had properly connected in my warm home had NEVER left their in-​store inventory!
WTF?
Yes– the non-​helpful Customer Service «Executive» named [ .L/​] at the Belmar retail store NEVER did the most important part of his miserable job– HITTING SAVE on his SCREEN !! So the only option I was given was to drive back over in the snow and wait another 30 mins to speak with them in person.
At this point I was beyond livid.
On the snowy drive back over to Belmar I thought of quite a few choice words I would share with .L/​and his Executive Manager at high volume.
Fortunately — I decided for the faster option of taking my chances on the first available CSE (Customer Service «Executive») and explaining my laughable ordeal. This guy was very helpful. After looking over my reciepts– posted in the photos– I discovered his name to be 9IP. After looking up my account info and reading over endless notes from my frustrated 1 hour+ long telephone conversations. Mr 9IP discovered that .L/​had selected the serial number on my new unit and also shared he NEVER HIT SAVE.
Thanks again to employee 9IP — he needs a promotion! He truly saved me from possible arrest and attempted manslaughter charges on his manager and co-​workers as well as boosting my inevitable Unilocal Review/​Rant to 2 stars.
All in all — 3 ½ hours later– I connected and powered on my cable TV and enjoyed some College football on my sofa in front of the fireplace on a cold Saturday afternoon.