I've been to this store multiple times. Typically just an average experience. Today was different. I went in with the goal of returning a TV box and changing my service. I had a bundle with Internet + TV but had not used the TV service due to a malfunctioning box. Took me a year to finally take it to them. I know. I must love throwing my money away. Anyways, I basically wanted to switch to Internet only but also upgrade to a faster speed. Let's move on to why this is even here for you to read. There are a few reasons why I'm finally writing a review (my first review ever on Yelp), but let's start with the visit itself.
Today's experience started off great. Someone greeted me right away, took the TV box from me, started the return process, and asked me to have a seat to wait to change my service. Shout out to that guy by the way. If you're reading this, you were great, and I wish I could review each representative separately. But, as I can't, let's move on.
Wait time wasn't terrible (mainly because Wonder Woman was playing on the main TV). I then spoke with Amy Nguyen re: wanting to change my service. She was understanding and then proceeded to spend at least 5 minutes (I know that it doesn't sound like a lot, but go ahead and turn on a timer and stand right where you are for 5 mins) just to find a different package. The speed that I had prior to going in was 60 mbps. She ended up offering me a bundle (Internet + Voice) with a speed increase to 250 mbps. Price wasn't too bad, but if you recall, I no longer wanted any kind of bundle. So, I asked for an Internet only plan and whether they had a speed between the 60 and 250. She told me that they do not. She said that they used to have a 150 but that they had gotten rid of it and replaced it with the 250 for the same price difference. I thought that was strange but went along with it. She also told me that the only way to get a better offer for Internet only would be for my "husband" to open a new account as new customers get better deals. This kind of annoyed me as I am single and was not wearing any jewelry period, much less any type of engagement ring or wedding band. But, once again, let's move on.
The bundle began to sound increasingly enticing. She played to my cultural sensitivities and told me that calls to India would be free with this service. She mentioned a few other places as well but kept coming back to India. She had asked me what my nationality was earlier, and despite my American citizenship, my knee-jerk response to that or similar questions is always "Indian." Now it made sense why she had asked. The speed with which she moved through the contract (first, she had forgotten to even go over the contract details; she only remembered when the rep next to her began discussing contract terms with the customer whom he was assisting; and, I'm not just assuming that she forgot -- she straight up told me, stating, and I quote, "I'm glad he said contract because I forgot haha") made me a little nervous, so I called my techie brother-in-law and discussed the situation with him. He's upgraded our plan for us in the past and saved us money in the process. I won't go into the details of our conversation, but by the end of it, I decided to just go home and search for plans myself on the Xfinity website. Amy was understanding once again and told me to take the TV box with me and just bring it back once I had made a decision. I really didn't want the box back. I mean it had been hooked up to my TV but not functioning for at least 12 months. So, I obviously did not want to bring it back into the house and have it sit there, by some unfortunate turn of events, for another 12 months. Considering this, I told Amy that I did not want the box back. She then gave me my next option -- keep the internet and speed I had without any other services. I agreed as, by this point, I just wanted to go home and eat lunch.
I then asked what time the store closes today in case I change my mind about the plan. She thought about it for a moment and then said 6 but stated that she leaves at 5. She then gave me her business card and told me to just e-mail her if I changed my mind because she works "on commission." She said this straight to my face without any subtlety whatsoever, which struck me as very unprofessional. But, I looked past it, took the card, thanked her, and left the store.
One more conversation with my brother-in-law later, I made the decision to switch plans again but to do it from home. Once I got home, I began my search, which brings me to the second reason why I'm writing this review. One of the options I saw was for a speed of 150 mbps. Hmm... I thought Comcast no longer offered that speed? I couldn't believe that she had lied to my face. As the store doesn't have a direct number, and as I did not wish to drive all the way back there to complain to the manager, I present to you this review. Please do your research prior to making any service plans in store! read more
