New Poster
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1 Message
Online Chat Support
Why is there no ability to receive a chat transcript when talking to customer support? I want an official record of what I am being told by your business and you don't provide that option.
In this day and age the only reason I can think of that a business of your size doesn't have this built into the chat app is that you are trying to avoid providing legal evidence of your actions.
This is not a good customer experience.
Accepted Solution
MNtundraRET
Gold Problem Solver
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5.9K Messages
4 years ago
The only foolproof way is to use your phone/camera to take a picture of each screen with a reply. You can print the pictures out for hardcopy.
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tivoman2
New Poster
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7 Messages
4 years ago
July 1, 2021 - - I agree totally. I believe you have uncovered the reason why a transcript is unavailable. Trying to get support by speaking to a human is nearly impossible. Their robo-menu is completely user unfriendly and you have finally hit the jackpot if you are connected to an agent (via chat). Then the responses to resolve your situation are promised by the agent and you are told to expect an email confirmation. Doesn't happen! A week ago I was told I would receive a replacement cable card (no record of this) and, when not received, I (painfully) managed to make contact with an agent to verify the order. I was told it got lost in transit and, this time, an order was created (which I had to confirm/agree via email) and was told I will receive the item in 1 or 2 days and will receive a confirmation email within 24hrs. The next day (no email yet) I go to the website and try to find any record of this order and nothing exists. I did manage to write down the order ID # before that online page disappeared. Even billing doesn't show any sort of transaction. The one thing that they clearly are proud to display is that if you were to request that a tech visit your home you will be charged $100 !!! Their 'support' [Edited: "Language"].
3 hrs later: I have to say that I just received an email with tracking info. Evidently my cable card is being shipped from India and, so far, no movement, just a label. I'm hoping for a smooth flight :)
I'm now wondering why my response (to originators post) is marked 'private' ??
(edited)
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