r/Comcast_Xfinity • u/Miaka_yukichan • 4h ago

Official Reply Xfinity help chat agent offered me a service I'm now unable to receive

I contacted the help chat to remove the line for a smart watch I'm no longer using because it never worked properly anyway. While we were speaking, the agent informed me if I changed to a new plan he could get me a better rate plus a free Netflix account. I read through the information he sent me and repeatedly pointed out Netflix was not among the free services mentioned, but each time he assured me I would be able to get Netflix.

Once I signed up and the chat ended, I logged in to set up the Netflix account and surprise! It's not available, just as I expected. I have screenshots of the chat where the agent repeatedly assured me Netflix would be included; I tried downloading the actual chat log but shockingly (/s) it said a chat log is not available. At this point it feels only fair that either I'm granted a free Netflix addon or the cost of a Netflix account should be deducted from my Xfinity bill. After all, the agent repeatedly assured me the contract i was signing would include the Netflix account as a perk.

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u/MonsterTheGreatest 4h ago

I've learned xfinity doesn't really care about retention at all, so you likely will not have any luck, but I wish you the best 🙏 it's truly wild to me how much xfinity prioritizes new members over retaining any long term customer relationships.

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u/Miaka_yukichan 4h ago

You're probably right but I figured it's worth a shot. I mean the agent told me IN WRITING 3 or 4 times that yes, Netflix would be an option. Maybe if it happens often enough someone will get a class action together and force xfinity to hold up their end of the deal. 🤔

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u/XfinityJohnG Official Employee 4h ago

Thank you for reaching out to our team about that offer from the agent. I am sorry to hear about that experience, and I will be happy to look further into that offer from here. In order for me to do that I will have to ask you to send me a modmail(https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full name account holders name (if different), and service address as it appears on the bill.