How is the customer service so insanely bad??

[Aaron1197]

Been 5 days going back and forth with at least 50 different agents, constantly promising help, but then send the case to another ** Agent who starts the whole process again the next day ** to looks at the history. I've talked to many supervisors, escalation teams, they are all utterly useless. How do I get help from someone competent, higher position??

**[Content removed in line with the Community Center Guidelines- Please be respectful when talking about our Support Staff.

[Mike-And-Jane0]

@Aaron1197 The best advice is to avoid customer services and indulge in self help. Do you really need their help?

[Jim448]

Yes. Insanely bad. Bad. Insane. I have communicated over the last seven days with a dozen support agents, none of which have been able to get my listings working. The back-and-forth between the agents and me reads like an Abbot and Costello comedy routine. Including, "Our engineers have been unable to solve the problem. It's been 48 hours now, so we shall declare the problem solved and the case closed." AirBnB used to provide decent customer support. What happened?

[Beth6699]

The simple answer is you can't. They have intentionally set it up to separate the customer/host from the actual employees of Airbnb who have the authority and ability to help you. Their help page is atrocious, then they send you to a bot who never has the answers you need, then if you call, you get an outsourced overseas call center in India with some well meaning person who has been given a script and has no ability to do anything for you other than say "I'm so sorry for your frustration" and then you'll get a million follow up emails from bots but no one will ever actually solve let alone address your issue. This is by design, it's how Airbnb wants it. They don't want to deal with the multitude of customer service issues, complaints, bugs, and problems their system has created, so they just pass the frustration on to the customer. 

[Kiran151]

Same happened with me.I paid money in advance,

On reaching property I found out it was very shabby.Reported but so slow reponse from Air bnb and they dont know Hindi(Operating in India).Worst customer care in world.They just want you to pay money and all closed after that

[Natalie854]

I can't even begin to express how bad they are. After a security breach at my place, over 48 hours later they still haven't been able to solve the issue. Let alone any kind of non urgent issue. I've got 6 closed cases and have called multiple times just to get fobbed off over and over again. It's not even if they always side with one side either as we've had atrocious service as both a host and a guest and Superhost means absolutely jack all in terms of any better or priority.

[Natalie854]

Sad thing is they really don't care and it's getting worse and worse. They know people rely on the platform and will continue to make money despite their woeful customer service.