Samantha M. was an absolute lifesaver and the only positive part of an otherwise extremely frustrating experience.
I was on hold over the phone for over an hour before the system disconnected the call. I also tried the chat feature, which refreshed multiple times while I was actively waiting, all three times sending me back to the queue with 30+ people ahead of me. I also attempted to contact The Grand Ole Opry directly, but there was no way to reach a real person.
After all of that, I was fortunate to connect with Samantha M. She was patient, professional, and walked me through everything step by step until I was finally able to access my account with my updated phone number.
That said, the overall process was completely unacceptable. There is no reason users shouldn’t be able to update something as basic as a phone number within the AXS app. The system failures and lack of accessible support made this far more difficult than it should ever be.
Samantha M. was outstanding and deserves recognition and a promotion, but the broader customer experience and technology side needs serious improvement.
Claim your business profile now and gain access to all features and respond to customer reviews.
Official tickets and your source for live entertainment
