No body is listening to the customers

I don't know how many of you have to use chat because of a hearing issue, but I have to. The problem is that they say you can get a transcript of the chat at the end of the chat. That does not exist. I have taken to copy and paste the chat several times during the chat. At the end of the chat, you are given a survey on how everything went. I am willing to bet that no one reads those! I have several times asked if anyone actually reads this please just let me know that you did. I will not contact you back, just let me know that someone actually reads this stuff. Email and Phone number. No one ever acknowledges that. If you ask to be transferred to a manager they will do everything they can to keep from having to let you escalate your problem. I have pages of chat documentation that are totally absurd, unbelievable, and ridiculous, that no manager would read and say that it is a good way of doing customer service. If anyone knows a way to get some satisfaction from Xfinity I hope you realize how blessed you are. If anyone knows how to actually talk to someone at xfinity who will listen please let me know.

Responses

Again

Expert

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31.5K Messages

2 years ago

@user_75b51d

I don't know how many of you have to use chat because of a hearing issue, but I have to. The problem is that they say you can get a transcript of the chat at the end of the chat. That does not exist. I have taken to copy and paste the chat several times during the chat. At the end of the chat, you are given a survey on how everything went. I am willing to bet that no one reads those! I have several times asked if anyone actually reads this please just let me know that you did. I will not contact you back, just let me know that someone actually reads this stuff. Email and Phone number. No one ever acknowledges that. If you ask to be transferred to a manager they will do everything they can to keep from having to let you escalate your problem. I have pages of chat documentation that are totally absurd, unbelievable, and ridiculous, that no manager would read and say that it is a good way of doing customer service. If anyone knows a way to get some satisfaction from Xfinity I hope you realize how blessed you are. If anyone knows how to actually talk to someone at xfinity who will listen please let me know.

If you post about your issue in the appropriate forum an Official Employee will get in touch with you. They are real people and not bots. Please don't post any personal identifying information, though.

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CCStephanieK

Problem Solver

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909 Messages

2 years ago

Hello, @user_75b51d. Thank you for reaching out to us here on our forums about your experience with us. I would love the opportunity to assist with any questions or concerns you may have. May I ask what issues you're facing with our services or your account?

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user_75b51d

Visitor

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3 Messages

@XfinityStephanieK

@BruceW Hey, thank you for responding to me. I have tried to use the two links you have sent me but both times when I press submit feedback the screen locks up with "Sending feedback, Please Wait". Basically another dead end. (screenshot attached)

Feed Back Form

I have a hearing disability so I need to use the chat line. When using the chat line I have been informed that I can get a copy of the dialog when the chat is ended. I have never been able to find that option. I have resorted to copying and pasting during the chat to get some documentation. This however does not give me the time stamps or the agent id. At the end of the chat, it allows you to give some feedback, but nobody reads those or they would have contacted me back. Several times during the chat I am transferred after the agent has figured out that they can not help me and you have to start over. Several times I am told I have to call a number to get help because that department does not have chat available. The dialect of lots of agents is so strong I cannot understand what they are saying. That is why I have to use the chat. Guess it doesn't allow me to attach the screenshot. Sorry

2 years ago

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BruceW

Gold Problem Solver

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26.4K Messages

2 years ago

... If anyone knows a way to get some satisfaction from Xfinity ...

If the employee who responded to you here is not helpful, you might check out https://www.xfinity.com/hub/customer-experience/xfinity-customer-care-update and give the "Send Tom Feedback" feedback form at https://support.xfinity.com/svp-contact-form a try instead. Be aware that responses from that office vary from to nonsensical to extremely helpful.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_75b51d

Visitor

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3 Messages

@BruceW Hey, thank you for responding to me. I have tried to use the two links you have sent me but both times when I press submit feedback the screen locks up with "Sending feedback, Please Wait". Basically another dead end. (screenshot attached)

Feed Back Form

I have a hearing disability so I need to use the chat line. When using the chat line I have been informed that I can get a copy of the dialog when the chat is ended. I have never been able to find that option. I have resorted to copying and pasting during the chat to get some documentation. This however does not give me the time stamps or the agent id. At the end of the chat, it allows you to give some feedback, but nobody reads those or they would have contacted me back. Several times during the chat I am transferred after the agent has figured out that they can not help me and you have to start over. Several times I am told I have to call a number to get help because that department does not have chat available. The dialect of lots of agents is so strong I cannot understand what they are saying. That is why I have to use the chat. Guess it doesn't allow me to attach the screenshot. Sorry

2 years ago

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CCJennifer

Problem Solver

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743 Messages

Hello @user_75b51d! Thank you for reaching out on our community forum. One option is to screenshot your chats to keep for your records. I realize how hard it can be when you have a hearing disability. We have an accessibility department that can help and can be reached by phone, chat and email!https://www.xfinity.com/support/articles/accessibility-services

I no longer work for Comcast.

2 years ago

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Customer Service

user_75b51d

No body is listening to the customers

Again

CCStephanieK

user_75b51d

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_75b51d

CCJennifer

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