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Phone Hold Time
You guys HAVE to do something about your phone system. There's no reason I should have to wait on hold for a half hour and still not be able to get through. I understand your people are busy – but holding me hostage on the phone and burning through half my cell phone minutes on hold every month is unacceptable. I WILL go somewhere else soon if nothing is done about this. There's no reason I shouldn't be able to reserve a spot in the queue and receive a call back. As a technology provider, I expect you guys to outsmart this issue in a way that leaves your customers feeling that their time is adequately respected.
I’m highly frustrated
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Inappropriate?We are sincerely sorry for the long hold times. We are currently in the process of upgrading our phone systems to better accommodate our customers in situations of high call volume. We are also constantly hiring additional staff to reduce the hold times as well and hold times should be much shorter within the next few months as we hire and train new staff.
We apologize once again for this inconvenience and thank you for your patience and understanding.
Andrew W.1 Comment
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This solves the problem
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I now understand that there is a 3rd option on the call system... 1. being sales, 2. being technical support (what I've always chosen since it describes what I need) and 3. being to leave a message. I'm glad that this option exists, but I feel that it is very un-intutive. For instance, today I called 3 times, chose tech support each time, and stayed on the line when the estimated hold time was shortest (at 16 minutes). Then, the music started, and never again was I notified of an updated estimated hold time, or the option to leave a message. I was just stuck on hold, with static-y music, for twice as long as the eta... reluctant to hang up because I may have been so close to getting through, but completely in the dark about what was actually going on - what number I was in line, etc. Even more than adding staff, I think that a better automated, more intuitive system would leave your customers far less frustrated – and would probably be more cost effective as well. Now that I know I can leave a message, that is what I will always do. But I still hope that you consider these things for other customers. -
Inappropriate?Thank you very much for your feedback. Some of your suggestions are already being planned for our new phone system that we are currently working to implement within the next few months. The new phone system will be much more robust with more frequent updates. Thank you for taking the time to provide us with this information.
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