R

Visitor

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5 Messages

Tue, Sep 28, 2021 4:43 PM

Account review frequency

I've gotten 3 calls in a month including 2 calls in the last 2 days to review my account. They either aren't making notes or not reading notes that this has already been done. Today I asked for a Supervisor and was told "there aren't any around" which is [Edited: "Language"]. If a customer asks to escalate a call, even if the Supervisor is on another call you get put on hold to wait. It's either a hoax call or a rep that needs to go back through the training course. 

Anyone else have this experience? 

Official Employee

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273 Messages

1 m ago

@RedsonRising

Good afternoon! Thank you for reaching out to let us know what you have been experiencing with these repeated calls for an account review. We certainly don’t want you to feel harassed in any way and typically, we would not make these calls unless you requested it. However, we can place a note in your account starting that you either have already reviewed your account or are not interested at this time.

 

If you would like to have us update the account simply to be sure that this is documented, we can certainly do that for you! Could you send us a direct message so I can gather some account details, please?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Visitor

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5 Messages

@XfinityDevinC I'll go through those steps, but frankly they should be unnecessary as the FIRST rep who called should have made a note or even the second. That's a training issue.

Secondly when the request to escalate was made, the call should have been transferred. Again a training issue, and potentially a disciplinary issue as it can (and has) impact customer satisfaction.

I don't mind periodic reviews, but if you're going to do that you need to track them better and train up your reps to know what they're supposed to do. 

Official Employee

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2.8K Messages

We do appreciate your feedback and we will be sure to pass this along. 

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