XFINITY Store

Jason M, you hit the nail on the head. I think the issues most people have with Comcast has little to do with this Comcast store.
The Comcast store in Concord is outstanding in its customer service. I’ve been there multiple times and always have my questions answered. And I never walk out of there without learning something new. I went in today because my Wifi had been cutting in and out and one of my cable boxes stopped working. My incredibly helpful rep, Ben, explained why my Wifi connection may be getting interrupted, upgraded my equipment, gave me new cables, gave me the new X1 cable boxes (everyone is entitled to this free upgrade), and showed me how to switch everything out.
When I got home, I hooked everything up the way he explained. I am not a computer or IT savvy person, so was amazed when everything was up and running. My Wifi connection has never been this strong – unbelievable. I’m still getting used to my new X1 voice activated remote, but can already tell I’m going to love it. My only regret is that I didn’t go in earlier.
I will agree with other reviewers that Comcast’s 1 – 800 support line is not pleasant, and rarely helpful. So if you have questions or concerns, just find some time to just go into the store and give these guys a chance. They really are incredibly helpful and knowledgeable.

My problem is not with the store
It’s with the service and incompetence of them
I only had a small problem turned out to be a big problem after they left
Then the box that he left did not work on my system because the guy that came out did not have the correct information on his tablet
So then you have to sit on the phone with the incompetent people on technical support and customer service and it makes you want to reach down the phone and beat the living shit out of them
The people at customer services do not care they do not care if they waste your time They don’t care that I had to sit at home all day waiting for the return call
Then I find out that he does not have another box that he took out on his truck to give it back to me
If there was another company with the same speed of Internet I would be changing in a heartbeat

Wow… some interesting reviews below, looks like some borderline rants about issues not related to the review of the actual store and its customer service. I will add my .02¢ on the lack of desire (DMV…exactly!) to go spend any amount of time going to sign up to pay Comcast (yeah, I have my issues with them, but again that’s a different review!).
Anyways…it worked out great! My rep Candace was awesome! Got me dialed in with exactly what I was looking for without the push to add a bunch of stuff I didn’t want. Think I read a comment about «hook up lead times» which I agree was quite a few days out but the rep actually made 2 separate attempts to lessen the lead time, with success! Overall, the customer service was outstanding, it’s even more awesome it was at a place of business where you would normally get!
BTW, I’d also like to add the dude with the super positive attitude at the front door!

this is one clean and jazzy looking store in Concord. I went there to drop off equipment after our cancellation of comcast service. When I went there there was practically nobody (customers) so I did not have to wait, as soon as I entered he store the staff did greet me and proceeded to help me with my return. Unfortunately, like all sales they tried hard to keep service as he could get us a great deal if we continue service. Dude I’m cancelling ‘coz I’m moving and I’m required to drop of the equipment not interested in extending or an other service. AS long as we had comcast at our previous location the service was just awful slow and most of the times unreliable if you have more than 2 devices connected…
I forgot that they have contracted with UPS for equipment collection & return. Just go to any participating UPS and give them your account (Comcast) number and they will do the rest… I’ll have to remember the next time…

Ridiculous. Setting up the internet for the first time, my boyfriend and I spent hours on the phone trying to talk to a real human because we were having trouble with our modem. We purchased a modem separately from Comcast, but all of our other equipment was theirs, and we figured that the customer service reps would still know how to help us. Once we did reach real people, they had no idea what was wrong and always told us, «Reset it and in 30 minutes everything should be working, you can always call us back.» Right, so things didn’t magically start to work 30 minutes later from resetting the modem, and we got tired of cycling through the phone menu over and over only to be told the same thing.
I finally had the time to visit the Concord location to see if a person could tell me how to fix the issue face to face. I get there, and there’s an atrociously long line. But hey, if I was going to walk out with knowing how to fix my internet, fine. At long last, I get to the help desk, and once I mention my account, she tells me since it’s my boyfriend listed on the account, I can’t make any changes unless he authorizes me to use the account. Fine, understandable since it’s possible any changes affect payment. She said all he would have to do is call Comcast again and authorize me over the phone.
I text my boyfriend, he calls Comcast, but there’s no phone menu option for what he has to do, and the robot voice doesn’t understand his request. I tell the lady helping me as much, and she says all he has to say is customer service. Text this to my boyfriend, again he says it takes him nowhere. Finally I just ask her if I can just call my boyfriend and pass the phone to her and he can authorize me that way. She says there’s no way she can authorize social security over the phone… what? Then why is my boyfriend making a phone call?! She must sense that I’m about to protest, because she points to the man next to her and says, «That’s my manager.» And he just looks at me and nods.
I’m pretty much accepting that I’m getting no answers from these clowns, so I just ask can I at least book a technician to come by our apartment because we need this fixed asap. We need the internet for work, and my boyfriend works 12+ hr shifts, and it’ll be weeks before he has the time to stop by in person.
She tells me nope, he has to authorize me to do that!
I get home and make yet another phone call to book a technician — WITHOUT ANYONE ASKING ME TO AUTHORIZE ANYTHING — and finally get an appointment. The technician is two hours late, and I had to make even more phone calls that day, but the internet was finally working and the service call was at no charge because it was a Comcast issue.
While the appointment worked out eventually, I am extremely dissatisfied with my experience at the store more than anything. They should know that anyone coming in person has already exhausted every option over the computer and over the phone, and that customers are there because they’re desperate to get everything over with. It’s unbelievable that they made zero effort to make anything easier and the fact that the manager supported that attitude makes me feel like I have no reason to recommend seeing these people in the slightest.

Thank you Eric and Robert for making my move so easy. Eric explained the packages and understood what my needs are. He helped me save money to get want i wanted. Is that what everyone wants? Advice: try to visit on Sundays when the crowds are not as busy.

This review is for the store in Concord, NOT for Comcast in general, which is what everyone seems to be writing about. Parking was easy and I was immediately greeted. I needed to drop off my box and it literally took about five minutes because it was just a return and they put me in «express lane». Everyone was friendly and professional. Thanks guys.

Xfinity customer service is the worst. I was on the phone for over an hour and they kept transferring me to the wrong department then I got disconnected after the 5^th transfer. I finally got Dina who was really helpful and checked all the information and she didn’t have to transfer me to another department.

I came in prepared for the worst and was pleasantly surprised. I was there to drop off alarm equipment because the sensors constantly fall off the Windows. I was quickly signed in, waited just 5 minutes and then was helped by Robert. Robert was professional, efficient and understanding when I explained my dilemma. He tried to offer alternatives to cancellation without being pushy and then was respectful about accepting my decision when I did not change my mind. I would give 4 stars if it weren’t for the fact that it’s New Years Eve and they are going to bill me for breaking contract even through the adhesive on the sensors is awful! Than you Robert for delivering excellent service!

The service told me it will be $ 40 per month, but the bill is $ 89

This has been a problem created by COMCAST for years and years. They just do not get it
NO customer service and when you do get customer service get ready to speak to someone out of the country.
I have NOT had service for two days, they say they can come 4 days later. Yet, they have no clue or try to accommodate a client who works from home.
NO phone, no internet, not even TV
Do they care, NO, they have so many clients, they really do not care.
I am so disappointed with service, with product and with the ignorance of their employees
I wish I met the head man, they have no clue what is going on in their company
Looking for other services… any suggestions out there!

My honest suggestions is that you try a different service, their customer service is awful, don’t even expect an apology after they screw you up .
I took connection and I was told that they will send someone on Monday to activate, then when I stayed home on Monday and couldn’t see anyone turning up I called them, and was told that the appointment is for Thursday (7 days from the day I took connection), I actually had the initial call recorded, they still denied that I was ever told that .
Unfortunately I don’t have Wave internet service here, my friends in bay area tell me that Wave is the best …

Comcast is the absolute worst. My roommates and I pay for 150mbps and when I did a speed test I found out the speed is 11.6 Mbps. Is that a joke?! I wish AT&T were available in the area so I could actually get what I pay for. What a joke.

As a Bay Area resident, dealing with Comcast ranks up there with going to the DMV. It sucks. What do you do? However, this xfinity store has some very pleasant employees and I’ve always had a good experience with the service.
I’ve been fortunate to never wait more than 15 minutes. I don’t think it’s wise to go first thing on Sat morning. I imagine a horrible queue. My last visit was on a Sat at 12:30 and I waited ten minutes and the front clerk would check on me and was very friendly.

Aside from having to sit for 45 minutes in line for help, the guys here were friendly. Once it was my turn to be helped, I was done exchanging my DVR /​Cable box within 5 minutes of having my name called.

Having arrived at opening, I was their 7^th customer served. The wait time wasn’t too long given the time of day. Initially, the rep was courteous asking me how my morning was going. However, as soon as I explained why I was there (to exchange my X1 box for a specific model) the rep became a bit impatient. She repeatedly told me that I had the newest box (It was, but that doesn’t make it the best in the lineup). I calmly explained to her my reasoning for wanting the other box, but to no avail, she insisted the newest was the best and that the brand of box I was requesting was complained about often by customers.
I like to believe I’m a conscientious and thorough consumer. I do a fair amount of research and have a decent presence on forums. After speaking with Comcast/​xfinity forum moderators, I felt I had a decent knowledge of what I was doing in regards to this equipment exchange.
What really rubbed me the wrong way was when I tried to provide the customer service rep with the exact model # I was seeking. She brushed it off by saying, «that doesn’t really mean anything to me.» Not exactly what you want to tell a consumer that has done his due diligence.
At the end of the day, I got an older version of the box I wanted (not what I drove to the store for). What I find most upsetting about my visit is the lack of respect for not even considering taking a look at the model # I was looking for.
Upsetting customer service, but can’t say I was surprised. Their reputation precedes them.

Ok, my five stars are for the employees who work here. They do their best to stay cool, calm, and collected despite being understaffed. They have absolutely no control of staffing levels, so if you’re going to hate on someone, hate on their employer Comcast, the company (the near-​monopoly that gives even criminal corporations a bad name). The way they ask their employees to interact with unhappy customers all day long is insane — keep in mind the cable industry consistently ranks lower in terms of customer satisfaction than any other type of business — yes, even lower than prisons… Ok, I made that last part up. But I digress.
So, bring a good book and a snack. Chill out and find your stone-​cold groove. Peace.

PAINFULLY SLOW SERVICE!!! The «greeter» is super friendly but is providing the wrong estimated time to be helped.
He was telling people that «you’ll be helped in 2 – 15 minutes» but the problem is there are people that has been in the store for well over 30 minutes (some of which are pretty upset and are letting the employees know).
A part of customer service is EXPEDIENCY but I guess speed only applies to their internet and NOT their customer service (their internet is starting to have issues as well).
Suggestion: Schedule more people during peak hours and weekends!
UPDATE:
My wait time was about 25 minutes. The individual that helped me was Robert. Because of his customer service, I raised my overall rating to two stars but Robert’s customer service is 5 stars!!!

Came here with low expectations after reading the Unilocal reviews to discuss my dads outrageous bill. Upon arriving my dad and I were greeted by Norma and thats where everything changed for the better. I explained to Norma that my dads bill was crazy high and he only owned one tv and had a standard box etc.
Needless to say Norma was able to work out an awesome deal for me and my dad. I honestly cannot thank her enough for her sincerity, professionalism and understanding. She did an amazing job so thank u Norma!!!

I am so thankful we finally bit the bullet and went internet only. Instead of paying cable’s exorbitant prices, experiencing s ()*@y service, and waiting over an hour in a line.
Comcast, you no longer have a monopoly on T.V. Time to invest in some customer service.