Years ago I lived in an apartment with intermittent connection issues.
I phoned xfinity support who said they’d send a tech out at no cost to me.
The tech comes, finds bad connections in the shared external apartment box, fixes them, leaves without entering my apartment.
Xfinity sends me a support bill for the tech.
I call xfinity support to complain saying they said the tech would be free. The support agent says there’s nothing they can do and also that I should sign up for their support plan to get a 50% discount on the fee.
I tell them to cancel my internet subscription because I won’t support a company with deceptive billing practices. They give me 3 retention offers (the last one being an additional 25% discount on the tech fee). I decline because they told me it would be free. My internet is scheduled to be cancelled.
I go to twitter (as it was called at the time), and @ xfinity support with this same story.
Someone from that Twitter account DMs me and I told them that if they cancel the technician fee, they can leave my internet subscription active.
They do so with exactly no fuss.
I don’t know why, but apparently publicly @‘ing xfinity on Twitter gets you better support than calling them and actually cancelling your internet.
I phoned xfinity support who said they’d send a tech out at no cost to me.
The tech comes, finds bad connections in the shared external apartment box, fixes them, leaves without entering my apartment.
Xfinity sends me a support bill for the tech.
I call xfinity support to complain saying they said the tech would be free. The support agent says there’s nothing they can do and also that I should sign up for their support plan to get a 50% discount on the fee.
I tell them to cancel my internet subscription because I won’t support a company with deceptive billing practices. They give me 3 retention offers (the last one being an additional 25% discount on the tech fee). I decline because they told me it would be free. My internet is scheduled to be cancelled.
I go to twitter (as it was called at the time), and @ xfinity support with this same story.
Someone from that Twitter account DMs me and I told them that if they cancel the technician fee, they can leave my internet subscription active.
They do so with exactly no fuss.
I don’t know why, but apparently publicly @‘ing xfinity on Twitter gets you better support than calling them and actually cancelling your internet.