Professional Complaint Management by Xfinity/Comcast Representative

 

 It is so important to keep checking your utility bills to ensure that you are not being overcharged. The other day I realized that I was charged around $86 or so extra on my upcoming bill with Xfinity. 

All this confusion may have been created due to the lack of co ordination between departments. Already there were extra charges during the time my plan was on seasonal hold when I was outside the country and later the end of the previous contract as well as the transition into a new TV/Internet plan added to the confusion and there were charges ( which included equipment charges, shipping & handling charges etc.)  that were not supposed to be there as per the assurances of the previous representatives and escalation manager that I had spoken with since I was not supposed to be charged for rental of modem in my package. So all the more I was shocked and irritated when I saw the bill and called Xfinity right away. After much time and working around the IVR to get connected to an agent, I managed to get in touch with the Loyalty Dept.

 It was time consuming but I went over each and every charge on the bill with this wonderful lady Erendira (Employee Id 3578806) who was so patient, empathetic and supportive. She ensured that the charges were removed and even gave me her employee Id # for reference to our conversation should there be any bill related problems later. After long I enjoyed a pleasant customer service and was so impressed by her professionalism. Now that is the kind of customer service I would have given to my guests had I still been working as a Manager at the Hotel. I always feel that it is so important for customers to receive smooth and refined customer service and they are entitled to it. And lately Xfinity/Comcast is doing a great job and all their employees are being supportive and understanding particularly during COVID times. They are trying to be flexible and have been waiving off certain fees or giving credits. The same cannot be said about AT&T or PG&E for that matter since their representatives are displaying lack of interest and arrogance in dealing with customers recently.

Xfinity representatives seem to be well trained and are adding an extra touch to the customer service experience. Of course their packages could be slightly lower price wise during pandemic times. But they are ready and willing to correct a problem to retain you as a customer. Like their escalation manager Jacob said that customers are always welcome to contact with them should they have a problem as there is nothing that can't be fixed ! His words were very deep and meaningful. Now that is the sort of customer service interaction one looks for ! 

All their representatives have been great and my compliments to them ! I may not remember all their names. But still I try to write down their names and employee id so that I could write about the experience in my blog after taking their permission . The least we can do is to give them the much deserved recognition and applaud them for working hard to give us good customer service even in these stressful times ! I was able to enjoy a pleasant customer interaction with Xfinity because of Erendira who is an asset to her company! People like her make the brand name popular !     

             

Amazon India-Needs to match Amazon U.S in it's customer service

As a loyal customer of Amazon U.S, I would like to say that I enjoy shopping there and I'm quite satisfied with their customer service. Their customer service representatives are professional, helpful and demonstrate willingness to resolve issues.

However I am disappointed with Amazon India. In the past few months, I ordered some Face Shields and household appliance on behalf of my parents on Amazon India website, I feel that they do not deliver what they show or promise on their website. The face shields that I ordered were not packed correctly which resulted in the visors getting crumpled and damaged. The appliance that was delivered was not the one I ordered in the sense that it was not the same colour and did not include some of the features as reflected on their website. I wrote to them about it but they remained unresponsive. They mislead customers in that way. They don't even allow a customer to freely provide or post genuine reviews of their products on their website.

The Amazon India customer service representatives need to refine their approach and services tremendously to ensure that a customer has a smooth as well as pleasant shopping experience. Instead they make it impossible to escalate a matter. In fact their customer service is so lacking that one cannot seek any information or resolution from them regarding an issue. There is no follow up whatsoever !

LIVPURE - Die-hard unprofessional customer service

One has to endure unprofessional service from Livpure every time one interacts with them.
The person named Rakesh who services Noida area  is  quite rude and hostile. He has been harassing a senior citizen customer by continuously delaying and eventually denying timely service as discussed . In fact he orders to be reminded about the appointment instead of noting down the appointment time.
They no longer give a reference number for service request. And they do not even send reminders as was the protocol for the due three months service even after taking Rs.8000 for maintenance contract.
The senior citizen even renewed the maintenance contract and yet their water purifier has not been serviced for six months. I wonder how the corporate office of Livpure can hire such unprofessional people who do not even know how to deal with customers leave alone give good service. Highly unreliable !
I have made the senior citizen call their toll free number to request for intervention and ask them to follow up on the service request. It remains to be seen how they handle it !