That has been my experience as well...talked with nice people with big promises of resolving the issue. Its been over 2 months now. Still no resolution. Ironny is in my last call I asked them if I cancel the order when can I get refund. And the rep said they cannot process refund and that they will have to submit it to Tier 2 for processing. I almost pulled my hairs...
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Xfinity mobile is a great product with a poor customer service. The customer service has a Tier system where each Tier has limited authorization or responsibility based on complexity if issue. For a new issue, Tier 1 gets involved, Then its escalated to Tier 2, and when Tier 2 cannot resolve, the issue is escalated to Tier 3. I have learned all this during my conversations with Tier 1 folks (over 30 hours spent in hold and talking to atleast 10 times) in trying to resolve a simple phone exchange.
The biggest issue is that each Tier cannot make a direct (person to person) contact with the next Tier. Not even a supervisor has the authority to contact directly to the next Tier. They can only leave notes and comments with a Ticket number. The system works like a black box. Where there is no way for a lower Tier represtative to konw what action is being taken by the next tier or what is needed to resolve the issue which could then be communicated to the custormer.
I am also surprised that most of the customer service reps I have spoken don't know about the Tier system. Atleast the folks I have spoken with even their supervisors have limited information. It was only during my issue they learned about the Tier system (and I learned as well). Every time I call, a new rep would be responding who would have no clue and almost each time since my issue has been escalated to tier, they would comment that they did not knew there is a Tier 3.
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