Visitor
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1 Message
AI CHAT BOTS and AUTOMATED RESPONSES, HIRE HUMANS
I understand that when there is an outage you want to prevent customers from overloading the lines with their concerns and complaints about when services will be restored.
HOWEVER!!!!!!!!!!!!!!!!!!!!!!!!
Forcing customers to be looped over and over again through these automated responses and ai chatbots when they would like to speak to a human. Especially when the outage has exceeded 4 hours.
ITS [Edited: "Profanity"]
You owe your customers better than that.
Customer Service Reps are HIRED to assist customers.. If you are blocking your customers from communicating with your resources while there is an outage in the area. Guess what? Those customers are going to go else where...
The only thing worse than your Xfinity service not having the redundancies to prevent outages ... is your automated silencing of your customers ability to log complaints to your organization about service recovery time.
Ive been a customer for about 15 years. Im done.
XfinityJoe
Official Employee
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1.4K Messages
2 hours ago
Thank you for reaching out on our Xfinity Community Forum @user_6ok64d. Sorry to hear about the frustration you have had with our self-service options. That is not the experience we want for any of our customers. In the event of a service interruption,
The XFINITY Status Center is the best place for updates, as the app has the same information that we have on our end.
You can also request a credit for the downtime in the service center once services are restored. With that said, our team of experts is always here on the forums to assist with anything that you need.
You can access the status center here:
https://www.xfinity.com/support/status
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