Visitor
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1 Message
Infuriating automated systems for phone calls and 'live chat'
Every year I have the same horrid experience. I have to call to get my internet service placed on seasonal hold (HOA pays the TV) and by the time I reach a live person to assist me, I am ready to pull my hair out. Today I called three times, selecting a different option each time, and every time getting stuck in the repeating automated "help" system, unable to get to a live person. The system kept suggesting the same options I already declined, and once I got hung up on by automated help. After 45 minutes of totally wasted time, I finally got through using Billing and Amber was able to help me (Amber was awesome). I cannot imagine that your live customer support staff enjoy talking to customers who are screaming mad by the time they reach them, and this is NO way to retain customers.
I was in my account and found this hopeful statement under Customer Guarantee. Just want you to know that my experience today was the absolute opposite of this Customer Guarantee.
Putting the Customer at the Center of Everything We Do: We are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short.
Please fix the automated support systems, or better yet, eliminate them all together. You will have happier customers and better customer retention.
Deb
XfinityVianney
Official Employee
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2.2K Messages
1 year ago
Hi @deblq,
Thank you for reaching out and creating a new post. We appreciate your feedback and description of your experience reaching out. We try to make the process as seamless as possible. However, I understand you don't get this experience when you call in. We are grateful for all your efforts so far.
Our goal is to improve constantly, and I hope you give us another chance. Alternatively, my team can help make any changes you need here on Xfinity Forums. We'll reach out to you on our public post, and we can continue in private as needed. In the end, I am happy to hear our colleague Amber did a great job helping you. We'll be here if you need us again in the future.
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