Visitor
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11 Messages
Are chat agents real?
I just had some weird experience with Xfinity chat agents.
Some days ago, I scheduled a tech visit through a chat agent. It was supposed to be between 9 and 10 am yesterday. No one showed up. So I chatted with another agent who said the tech was delayed and would be there in an hour. Nothing. Another chat and another promise. Nothing. Finally I have to leave at 6 pm. So the 4th agent promised to email me the solution. Nothing.
Tonight I again chatted with agents and was transferred 3 times. The 4th one said he was the supervisor of the repairs team. He said he had made an appointment for me on Tuesday. I thanked him and hanged up. Ten minutes later, I decided to check if the appointment exist. Indeed, Xfinity Assistant told me that I didn't have an appointment. Finally I was able to chat with an agent who made an appointment for me which I checked was real.
Do other people have similar experience? Can we trust those chat agents?
XfinityBillie
Official Employee
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3.3K Messages
2 years ago
@duanmu I can understand the concern. Our chat agents are definitely real people, however this isn't the experience we want for our valued customers. I'd love to look into this further to see what happened and how we can help to improve your experience. Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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user_iltmhq
1 Message
1 year ago
I am having the same experience it feels like I'm speaking to a robot that is not actually looking into anything.
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user_pq6qbt
4 Messages
1 year ago
If the live agent is a real person, they have an incredible language barrier. I was transferred from one "agent" to the next and when they connected they said they were reading the previous communications from the last agent. Seems fair right? However they then began at a point where me and the previous agent had never landed. The previous agent stated, while we were waiting for them to finish sending "refresh signals," that they could upgrade my service from 800mbps to 1000mbps for a lower price than I am currently paying. I did not respond to this as I can't even get the internet to consistently function, let alone want to sign up for a new plan. However the next agent began with "You need to upgrade the speed ad for the autopay discount." From there they went straight into asking me "what my concern was so they could better assist me," which was clearly stated multiple times during the previous session. Now twice I've been told by the "live agent" that a manager will be calling me after I requested to speak to a manager. Last night it was within 15-20 minutes of ending my chat, now today it was 3-5 minutes within ending my chat. Here we are 20 minutes later from the second call, without a call back from anyone.
(edited)
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user_qi5iti
1 Message
1 year ago
I am going through this exact same issue right now. An "agent" who claimed to be having a hard day then claimed to be adding a service. But the service wasn't added. I got back in chat 5m later, a new "agent" verified that the service wasn't added, and when I asked them to add it the said:
- "Sure, I am working on that"
... 5m later ...
- "I haven't heard from you for a bit. I'm happy to continue assisting you."
Xfinity's "agent's" are 100% still bots. Just like their bait-and-switch with "Unlimited Data" which is actually only unlimited if you use their modem. Then you have to pay an extra $30 for their "Unlimited Data Plan" (different from "Unlimited Data") to use your own modem.
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