I realize there are always growing pains with a new venture, and solid costumer support is a struggle for lots of companies even when they haven't just launched a new product, but I think all of us would feel better taken care of if we had an accurate estimate of how long things are going to take. If there's several weeks worth of support backlog for the Tier 2 team, then the first tier team should be informed of that and give an honest estimate of weeks rather than 48-72 hours. At least that makes the support teams just seem understaffed to meet the current demand rather than incompetent or dishonest.
I definitely appreciated all your help Ken (and honestly wish there was an official ansynchronous support ticket system rather than just live chat or calls--it's better suited to keeping people in the loop without wasting the customers time, especially when there's a backlog and support is moving slowly anyway). The magic of having someone actually listen is starting to wear off though as I still haven't been contacted by anyone from the Price lock team. I'll still give them a few more days, but I'm starting to think about just sending the phone back again and cutting my lost time and effort...
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Maybe venting on here a little will get my issue some traction. Otherwise, I'm planning on refusing my phone package when it gets here and cancelling the service without ever getting activated.
Here's the gist of it:
I placed two orders back during the promotional pricing. One online, and one over the phone (because of the website crashing on me). I'd already received an order confirmation for my online purchase. The phone support rep placed the second order for me over the phone and told me I would received a confirmation in the next day or two.
No confirmation ever came. By the time I was finally able to get ahold of a support rep again (due to hours and hours of chat and phone queues), they said that the second order had never been placed, despite the fact that I had gone through the entire purchase process on the phone and received verbal confirmation. I was told that I was only approved for 1 line, so the second order had been cancelled. After several calls/chats to establish that I indeed was eligible for more lines, I was told that I would need to pay full price for the second phone, despite me placing the order originally during the promotional period.
I asked for the issue to get escalated to tier 2. Had I been told that my original order over the phone hadn't gone through (rather than told everything was squared away and I would see on confirmation soon), I would have had time to get the second line successfully reordered during the promotional period. Given the circumstances, I feel it is a simple and understandable request to be sold a phone at the promotional price I originally placed the order for. Apparently that request requires escalation. They were supposed to call me within 48 hours to address my issue.
Fast forward 2 weeks. Still no call, despite attempted phone call follow-up at 1 week. I chatted with a support rep a few days ago to follow up again. She indicated that I had indeed qualified for the phone's promotional price (seeing the order that did go through), and I just needed to place the order and she could fix it. (At least that was what I understood--her English was decent, but still left room for ambiguity.) Trying to clarify if there was a way the promotional price could be applied before I placed the order, she back-pedaled and said that I was actually only qualified for one line... *face palm* That was a solved issue through several previous chats, so I indicated I would just go ahead and place the order at the full price as she had directed me to do and then let her take care of applying the promotional price. It was only after I confirmed that the order was placed (went through without a problem) that she clarified the promotional price would have to be taken care of by the tier 2 team. She told me to chat or call after I'd received the phone (seemed like she still didn't believe me that the order had successfully placed). I received an email confirming that the phone has shipped and it is visible in my account.
After a long chat with a phone rep the next day, Dionel said he was going to do everything he could to get the issue resolved, and that he anticipated I would receive a phone call within the next 24 hours. 48 hours later, no phone call. (Apparently, my original escalated ticket had been closed without anyone ever contacting me, so he had to open up a new one. It was not clear why it was closed without resolution.)
I'm at the end of my rope. I was really excited about the new service and the great price, but this has been a black hole for time with no unified professionalism or continuity from Xfinity support (everyone I've dealt with has been pleasant and tried to help to the best of their abilities, but the overall delivery of customer service has failed repeatedly). Based on my experiences, I really just need someone with a higher level of clearance to work with me directly in order to finally get this resolved instead of simply submitting yet another ticket.
Any traction here? I have two tier 2 support ticket numbers I can supply if that would help. This is my final call for help. Otherwise I'm refusing the package and fighting the restocking fee for a full refund.
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