Comcast Center 1701 JFK Blvd.
Dr. M. Dave Salisbury
28 January 2022
RE: Xfinity – Retail Outlet, Customer Experiences, Las Cruces, NM.
To whom it may concern:
Denied service ever since May 2021 because I cannot wear a mask. Discriminated against because I cannot wear a mask. Twice I have received partial and biased service, I was forced to wait outside, where the representative did not have a computer on wheels, iPad/Kindle, and the representative worked inside. The representatives could not answer basic questions and ran like scared rabbits inside at the earliest opportunity. The rest of the experiences since May 2021 have been at best, described as passive hostility, discriminatory, and detestable.
As the VA letter discusses, I have a breathing condition that precludes my ability to wear a mask. My documentation was refused the four previous attempts to have service rendered, even though this is a HIPAA violation. As a consultant for helping businesses improve customer relations, customer interactions, and drive profitable solutions in operations, the actions of the retail outlet at 2750 Mall Dr Building 300, Unit 340 Las Cruces, NM ranks as worse than the Department of Motor Vehicles (DMV). The managers in this location have had to work extra hard to hit this remarkably significant level of customer disservice!
In discussing the Xfinity retail personnel with multiple people, both those working for Xfinity/Comcast and non-employees, the management team is where the problem lies. The employee churn, all management. The customer dissatisfaction, all management. The lack of respect for Xfinity/Comcast in Las Cruces, all the management at this retail location. But don’t take my word for it. I’m merely reporting my observations and experiences.
The bitter cherry on the crap sundae served by this retail location occurred 27 January 2022. After being informed by four different call center representatives that my equipment MUST [emphasis theirs] be returned to the retail location, I arrived at the store and after trying to conduct business was told I am trespassing. All while trying to conduct legal business during business hours, having the police called, and escorted off property. If I treated my customers, as I have been treated by Xfinity at this retail location, I would be out of business, homeless, and unemployable.
When I had to turn in my modem (residential to business transfer of accounts; December 2021), the manager of this location refused to offer any solutions but demand I leave. When trying to return the home security equipment, the manager refused to create a customer centric solution, tried to steal the equipment, and acted like I was trying to make his entire business sick with COVID. Taking my equipment and refusing to provide a receipt, opens me to being liable for the equipment long after I have left the facility. Taking something, refusing to change ownership, is theft.
Discrimination is contemptible and I do not care why or how it is being perpetrated. No where on the mask required signs is a discussion about “the right to refuse service.” No where on the signs, or in the policies effected by management in this location allow for individual circumstances and personal health concerns. This is beyond contemptible and is behavior reserved for the lowest class of bad management practices. When competition comes, I plan to change providers. Feel free to take this letter however you choose, but as a professional, as an organizational psychologist, and as a consultant, the managers at this retail location representing Xfinity/Comcast, make me wonder about how other customers are being treated, and I shudder!
Dave Salisbury Ph.D./MBA