Post by High Priestess on May 27, 2016 20:06:26 GMT
Jane-Marie shared on Hosting 911 in May 2014
www.airbnb.com/groups/content/content-90222
Anyone else have this problem with call center?
Hi All, I just had to call the AirBnB number to resolve an overcharging concern from a guest who will be staying at my house (guest did nothing wrong here, appears AirBnB may have made a mistake). I called the number and the person who answered sounded like she was in the bottom of a deep well surrounded by talking, laughing people. I could not hear her, but had waited on hold for a good while and so asked her to call me back. She called me back on a 415-800 number and again the same problem. It is not my phone, but I suspect that AirBnB call center is using some service that has very bad reception, or they are using people whoa re sitting in a coffee shop or very social place as they call center. I asked the person if she was in a crowded place and she said no, but the conversations in the background were still there. AT the very least, it is either a very bad line or AirBnB's customer service is really shoddy. I asked her to speak with her supervisor about it and she was frosty and efficious. It feels kind of bad and I hesitate to give my guest this number to call (what they advised me to do) as it will make AirBnB look like a real fly by night operation. Ideas? Suggestions? Please don't tell me to call AirBnB about it!
4 comments
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Leah
Leah2 years ago
I use that same number when I call. I have been to their HQ in SF, which I suspect where the reps are located. The office is like a big open courtyard with everyone all over the place as if socializing equaled getting work done. Plus, the office spaces are sort of open concept on multiple floors. So, I can understand the background noise if it is indeed there.
Reply Like 1 like
Peter and Desiree
Peter and Desiree2 years ago
Actually I recently spoke to a CS rep and she was in Florida. Another time I had a different city. I believe they have 'farmed' out the basic CS.
As far as the phone line I had that too and I was told "they" are working on that. They are using VOIP.
Reply Like 4 replies
Jane-Marie
Jane-Marie2 years ago
What is VOIP? The reality is that this was so sub-par I was embarrassed for this company that I am booking through. I felt like Iw as talking to a teenager.
Peter and Desiree
Peter and Desiree2 years ago
VoIP is Voice over Internet Protocol. It's a cheaper way to make phone calls worldwide via the Internet. It does not use traditional "landlines". Sometimes quality is affected by Internet conditions. (Bandwith etc)
Cathy & Ed
Cathy & Ed2 years ago
I called CS, and ask if I was talking to someone from Airbnb or an outcall center. He replied he could not discuss his employment.
Keith
Keith 2 years ago
Wow. I am stunned. Unacceptable. Wrong on so many levels.
Julie and Eric
Julie and Eric2 years ago
The last few times I've called it's been fine (last one was day before yesterday) but I do have to listen to the same song each time, so...
I saw a note that there was going to be "priority phone support" for SHs starting Nov. 1. Anyone know how to access it? The CX person I asked didn't know. Maybe it's tied to the phone number on the account?
Reply Like 4 replies
Leah
Leah2 years ago
I got a live human within five minutes of calling. Maybe that was the superhost perk?
Julie and Eric
Julie and Eric2 years ago
got - a - interesting email!
My hold times were quick too.
Julie and Eric
Julie and Eric2 years ago
*got - a - live
Keith
Keith 2 years ago
I have the same question about SH and priority service. How do I access.
Jane-Marie
Jane-Marie2 years ago
My hold times have been quick.
www.airbnb.com/groups/content/content-90222
Anyone else have this problem with call center?
Hi All, I just had to call the AirBnB number to resolve an overcharging concern from a guest who will be staying at my house (guest did nothing wrong here, appears AirBnB may have made a mistake). I called the number and the person who answered sounded like she was in the bottom of a deep well surrounded by talking, laughing people. I could not hear her, but had waited on hold for a good while and so asked her to call me back. She called me back on a 415-800 number and again the same problem. It is not my phone, but I suspect that AirBnB call center is using some service that has very bad reception, or they are using people whoa re sitting in a coffee shop or very social place as they call center. I asked the person if she was in a crowded place and she said no, but the conversations in the background were still there. AT the very least, it is either a very bad line or AirBnB's customer service is really shoddy. I asked her to speak with her supervisor about it and she was frosty and efficious. It feels kind of bad and I hesitate to give my guest this number to call (what they advised me to do) as it will make AirBnB look like a real fly by night operation. Ideas? Suggestions? Please don't tell me to call AirBnB about it!
4 comments
Follow
Like
Leah
Leah2 years ago
I use that same number when I call. I have been to their HQ in SF, which I suspect where the reps are located. The office is like a big open courtyard with everyone all over the place as if socializing equaled getting work done. Plus, the office spaces are sort of open concept on multiple floors. So, I can understand the background noise if it is indeed there.
Reply Like 1 like
Peter and Desiree
Peter and Desiree2 years ago
Actually I recently spoke to a CS rep and she was in Florida. Another time I had a different city. I believe they have 'farmed' out the basic CS.
As far as the phone line I had that too and I was told "they" are working on that. They are using VOIP.
Reply Like 4 replies
Jane-Marie
Jane-Marie2 years ago
What is VOIP? The reality is that this was so sub-par I was embarrassed for this company that I am booking through. I felt like Iw as talking to a teenager.
Peter and Desiree
Peter and Desiree2 years ago
VoIP is Voice over Internet Protocol. It's a cheaper way to make phone calls worldwide via the Internet. It does not use traditional "landlines". Sometimes quality is affected by Internet conditions. (Bandwith etc)
Cathy & Ed
Cathy & Ed2 years ago
I called CS, and ask if I was talking to someone from Airbnb or an outcall center. He replied he could not discuss his employment.
Keith
Keith 2 years ago
Wow. I am stunned. Unacceptable. Wrong on so many levels.
Julie and Eric
Julie and Eric2 years ago
The last few times I've called it's been fine (last one was day before yesterday) but I do have to listen to the same song each time, so...
I saw a note that there was going to be "priority phone support" for SHs starting Nov. 1. Anyone know how to access it? The CX person I asked didn't know. Maybe it's tied to the phone number on the account?
Reply Like 4 replies
Leah
Leah2 years ago
I got a live human within five minutes of calling. Maybe that was the superhost perk?
Julie and Eric
Julie and Eric2 years ago
got - a - interesting email!
My hold times were quick too.Julie and Eric
Julie and Eric2 years ago
*got - a - live
Keith
Keith 2 years ago
I have the same question about SH and priority service. How do I access.
Jane-Marie
Jane-Marie2 years ago
My hold times have been quick.