Visitor
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1 Message
Chat Support Feedback
Hello. I just had the most bizarre chat support experience indicative of a terrible workplace culture, manifesting in flat-out lies, manipulative behavior as a sales tactic (when I was seeking technical support), and no care in an actual resolution for my concerns as a customer — before getting dropped off, unannounced, to a totally different representative. I'd have to assume I was abandoned in order to avoid either a negative feedback survey (if you even offer those) or to manipulate their metrics. I've worked in a call center before; I get that things happen, there's pressure, and it can be a thankless job. But this experience is so disturbing and any customer deserves much better than this, including myself. I'd like to provide more details in hopes of it contributing to meaningful change in the way Xfinity and their teams approach customer service. What way can I do so?
Thank you for your time.
XfinityAlyssaA
Official Employee
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1.9K Messages
2 days ago
Good evening @user_x13b6p, and thank you for taking the time to reach out on our Community Forums with your experience. We appreciate you bringing this to our attention and assure you that we do take it seriously. We are always working to improve our customer experience and this is never the kind of interaction that we want for our customers. Our team will be happy to collect the information from your experience and forward it to the appropriate internal team for investigation and coaching. We will need to collect some sensitive information in order to forward this properly and see if we can also pull up the chat transcript to review. Can you please send us a Direct Message with your name and the service address on the account?
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We look forward to working with you further!
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