A way to review you Customer Support team. why are you customers, Hosts and Guests rev...

GetHuman-deniplut's customer service issue with AirBnB from September 2018

Help with my AirBnB issue
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The issue in GetHuman-deniplut's own words
A way to review you Customer Support team. why are you customers, Hosts and Guests reviewed but we have no way to review your horrible Customer support.*it's obvious that you don't care how horrible they are, how long the wait time is and how they answer the phone and say they'll get back to you then send you a text message via the Airbnb messaging system stating the following:*This support cast is closed. Still need help? Visit our help center airbnb.com*help*This takes you to a page where you can "Search" if you enter something into the SEARCH field and hit enter.*why do you have a support team? they provide NO help.*They can't answer questions about the product, they can't help with any guest or host issues, they don't understand anything technical and **% of the time they can't understand english.*I lived in the Bay Area most of my adult life and know that's where your headquarters are located. I have asked every support rep I talked to if they live in the San Francisco bay area and if that's where I'm calling. They all say they do. I tell them the name of the city I used to live and ask them how close to it. they never know the name of the city, I ask where they live and if they have far to go to work. I tell them just the name of the city, not their address. * It's SO freaking funny, all of them say they just moved there and can't remember the name of the city they live in.*that's because they are liars!!!! They don't live or work in the Bay Area they're in the Philippines, India or poor area of China.*They never help with support issues. I'm not sure if it's because they can 't comprehend or understand the issue or they just don't know it because they don't receive training.*they are worthless and it's the reason why you don't review their progress or EXPERIENCE with your customers. The other reason is because you don't care. you don't want to provide support to your Hosts or guests. Especially the Hosts which is strange from a business perspective. You make all the money from the hosts. Most guests I get are new and I'm their first host or they only have * or * other stays with Airbnb. The only time you see more is when there are people traveling on a low budget.*When you were small and didn't have many hosts or guests, it was ok because your product was simple. Now it's becoming more complex, issues and problems with Hosts and guests and you're asking guests to rate hosts with not only star ratings but check a list of other things like "Stlyish"??? that is a persons personal opinion, nothing tangible to change or regulate. You people are ridiculous.*There are becoming more and more hosts because people are finding that extra room to rent out and some people are even buying buildings with apartments or renting them and making them all Airbnb.*the home Hosts won't be around long and the big business Airbnb people will go out of business with not way to resolve the constant issues with your team and software. Out of business in *-* years. *I worked in the software industry my entire career right out of college hired by IBM as an engineer. I retired as a President*CEO of a software company.*either you need to change the exec team and get people in that are able to sustain a company and not the visionaries that startup the companies or get organizational development training for the people you have and fire and replace some of them with new blood.*start with the support center. They have no clue what they're doing, they don't care, they hang up on people and then say they were disconnected if you get in touch with them before they close the case and send you to the "SEARCH" section.*You don't need them, they're, making it worse by listening to what you say, then say they'll get back to you, put what they think you said in a case, close it and send you to "SEARCH" for your answer. Just have a SEARCH button on every page, tell your customers you don't care, use the services of your software at their own risk and fire all the support people and save money. What could you be paying for those Poor areas of the countries I mentioned per day? $* US? so if you have ** of them ****, you can save yourself approximately $**,*** per year for the entire uneducated, un-knowledgeable bunch of hacks?*Then you let them know about a problem you have, they refer you to the Airbnb guidelines, you say OK, my issue specifically falls under those guidelines for attention and they hang up on you, update the case that they are closing it and send you to the SEARCH area. They refuse to resolve, answer, fix, handle ANY issue. It's all an ok, I got it, support case sent and closed and a link to search for yourself. A search can't help you when you need a resolution to a problem.*no wonder there's a website called Airbnb ****.*oh, and quit having your support people call themselves Case Managers when their co-worker has a host*guest that refuses to hang up or keeps calling back until they talk to a manager and get the support person that answered the phone an hour ago and are calling themselves "Case Managers". At least I got one of them to admit to you. all the others lie.*bad business and it's showing, all over the internet. shame on you!
GetHuman-deniplut did not yet indicate what AirBnB should do to make this right.
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How GetHuman-deniplut fixed the problem
I did it by not talking to any of the people that answer the phone and know nothing about your product, tell you they'll research, hang up, create a case incident, send you a text message telling you the case is closed and to use the "Search" feature for help. What a waste of a person's time. Just fire ALL the support people and put the SEARCH button on every page because that's all they do. they can't understand or speak your language most of the time. What a joke!! I'll say it again. that's why you only review your customers Hosts and Guests and not your Airbnb employees. what company does that? *eg - Use our product and we'll have you rate each other. We don't rate ourselves because we don't care about you. We just take your money and it's been working because everyone wants to rent that guestroom and make a few extra bucks until they run into major problems such as Slander, Assults, Threats, damage to your property then it's not longer fun and people get lawyers and sue you
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Customer service issue
Reported by GetHuman-deniplut
Sep 19th, 2018 - 6 mons ago
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Seen by 3 customers so far
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GetHuman-deniplut started working on this issue
Sep 19th, 2018 9:34pm
GetHuman-deniplut confirmed the issue is fixed. Hooray!
Sep 19th, 2018 9:35pm