Visitor
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1 Message
Unprofessional Agent
Support contacted me because my internet has been unable to connect for the past two days. At the beginning of the call, I clearly explained that I had already tried every available internet outlet and completed the recommended troubleshooting steps multiple times, including through the AI chat.
Despite this, I was asked to repeat the same troubleshooting process. It seemed that the previous troubleshooting history was not reviewed before continuing with the call. This made me feel as though my statements about the steps I had already taken were not being trusted.
I communicated my concerns during the conversation and explained that repeating the same steps would not resolve the issue, but the troubleshooting continued. I would appreciate it if customer service representatives could review prior troubleshooting attempts before asking customers to repeat them, as it would make the support experience more efficient and demonstrate that customers’ time and efforts are valued.
The agent I spoke with was May Chin.
XfinityThomasC
Official Employee
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3.5K Messages
6 hours ago
Hello, @user_b84san totally understand your frustration, and I'm sure it was not that agent's intention to make you feel this way. To set the proper expectation we try not to make you repeat steps as we understand this sometimes feels like a time waster. However, we do not have a formal checklist to record the steps that have been taken. This might be a good idea we can submit feedback on in the future. We only want to do our due diligence to ensure all the right steps have been taken. I apologize that you felt otherwise. Going forward I would ask has your internet service been restored? If not I would be happy to pick up where Mary left off and possibly get a technician scheduled.
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