Axel Wells

[Axel Wells @AxelWells]

@Delta has a customer experience problem that has been going on for years. When you want to report a problem, they put the work on you. Something is very wrong with this customer experience in a recovery conversation. #cxproblems #deltaairlines

[Axel Wells @AxelWells]

@Delta just had a customer experience that missed the mark. Had an offer at check-in to choose an upgrade. When I went to select said upgrade, the seat selection was unavailable and couldn’t take advantage of the offer. Your call center couldn’t fulfill the offer either.

[Axel Wells @AxelWells]

@TMobile advocating for my 85 year old mother. Account verification process is broken for elderly customers with disabilities. While your security process is secure for younger customers it fails for older customers.

[Axel Wells @AxelWells]

@TMobileHelp Shout out to Timmery for helping my mom!

[Axel Wells @AxelWells]

@TMobileHelp @TMobile T-mobile does not support elderly customers with digital accessibility issues well. Digital process is not conducive for these individuals. Disappointed and putting customers in the middle of the mess.

[Axel Wells @AxelWells]

@TMobileHelp I will, but I do want to share publicly what’s going on.

[Axel Wells @AxelWells]

@TMobileHelp Sounds good. My coffee is made. Looking forward to the conversation.

[Axel Wells @AxelWells]

@TMobileHelp Number posted in chat

[Axel Wells @AxelWells]

@TMobileHelp Posted my number in the chat

[Axel Wells @AxelWells]

@TMobileHelp And to put the icing on the cake. We were dropped from the call center line.

[Axel Wells @AxelWells]

@TMobileHelp Give me a minute. Fixing my second cup of coffee.

[Axel Wells @AxelWells]

@TMobileHelp And I roughly say 6 because I think that it has been more.

[Axel Wells @AxelWells]

@TMobileHelp Now, being directed to continue with the call center agent. We are now being transferred to Technical support for digital because they are unable to help my mom with accessing her account.

[Axel Wells @AxelWells]

@TMobileHelp Ok, figured it out. Ball is in your court until Monday evening.

[Axel Wells @AxelWells]

@TMobileHelp What is your DM?

[Axel Wells @AxelWells]

Interesting dilemma @TMobile and @TMobileHelp …. T-Mobile does not give your T-Mobile Experts and T-Life app the ability to support seniors with disabilities. I am 3 hours into trying to help my mother add a service. We have not gotten past verification of account.

[Axel Wells @AxelWells]

@elonmusk This is going to be fun to watch!

[Axel Wells @AxelWells]

@TMobileHelp - need support. Can you please respond to my message when you have time?

[Axel Wells @AxelWells]

@publicbill fact check King County HD not recommending quarantine in your article re Sacramento CHD not enforcing the quarantine. Link to KCHD recommendation off of main landing page you referenced under daily updates https://t.co/FcWN31A2Pz