One of the elder clients I provide tech support for has been receiving emails from Xfinity for a while now saying they needed to update their modem to take advantage of service upgrades in the area. For the way they use the Internet there was really no need to do an equipment upgrade, but the emails finally got through and they asked me to help them make the upgrade.
A long time ago, in a galaxy far away, there was a time that gathering information for this wouldn’t have been a problem. A phone call to Xfinity to talk with an agent to ask a few questions, and then we’d be make a decision. Those calls always involved long wait times, but you could usually get through eventually, get questions answered and proceed.
With Xfinity and other companies jumping on the AI customer service bandwagon, those days of listening to obnoxious hold music seem to be a thing of the past. After servicing another client late last fall for an actual repair issue, I learned that the shortest distance between two points was to drive to the local Xfinity store (I live in Chicago so there are several close by) and get things resolved in the store.
So, I packed up my client’s equipment and headed to the store. Backtracking a bit, I had been in the area of this particular store last week and stopped in and asked if I could bring the older equipment in to swap for the upgrade and was told there was no problem.
It didn’t happen exactly that way. Turns out the upgraded equipment those emails insisted my client needed was an XB10 modem, not the XB08, which the store stocks in abundance. The store rep said my client was indeed eligible for the new equipment, but I would have to contact customer service via phone in order to get one shipped.
The look on my face must have said it all. The store rep said, “yeah, I know,” before I could even say how impossible it was to reach anyone by phone. Licketedy split, the rep handed me a piece of paper with instructions to essentially back door a phone call into customer service and said, “we can’t get through with a phone call either.”
Before I left the store I spent time talking with the store rep and asked if they experienced increased store traffic because of customers not being able to call. The response was a definitive “yes” followed by a resigned “and we’re having to solve so many problems we never used to.”
The back door worked. I got an agent on the phone. I was shocked. The agent took down the information, put me on hold and then came back to say my client’s neighborhood was ineligible for that equipment at present but they would text them and let them know when it was. That was obviously a contradiction to the info the store rep provided, and obviously wrong given that I knew my client’s neighborhood had indeed received a service upgrade because we live in the same neighborhood.
I asked why the store said my client was eligible and the response was simply, “I don’t know. We obviously see different information.”
It’s one thing when you have a business where one hand can’t give out the same information as the other. It’s something else when one of those hands has to essentially hand out cheat codes for customers to beat their own system.
This isn’t the first company I’ve dealt with that has shifted customer service over to AI. It’s also not the first I’ve dealt with that is doing such a poor job of it that it’s souring regular Joes and Janes who only have this peripheral relationship with AI on the entire concept. It doesn’t take intelligence to see that leaving both customers and employees in the lurch isn’t smart.
ON IT, indeed
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
Life on the Wicked Stage: Act 3 