Customer service is excellent but the long wait times, over 15 minutes, need to be cut down. There is nothing more frustrating than waiting for more than five minutes for customer support.
I had an unacceptable hold time in queue. If you had the option or ability to leave a call back request I could have a much more productive morning rather than being on hold in your queue
Totally agree -- I waited for more than an hour before I had to hang-up in frustration. I could no longer stand listening to their insipid hold music and annouced apologies for the wait -- "...but please hold on, we'll get to you soon." All this after they doubled my monthly rate without informing me why -- I still have no new information.
Been on hold for 1 hour and 26 mins for billing, here we come!!!
Been a customer for over 10 years. I keep hearing the message "wait times are longer than normal..." and then have to listen to that nauseating music for a LONG time. I do wonder though, if I get this message most every time I call, what's "normal?" It's insane and clearly shows you don't really care. So, if you DO care, why not adopt the strategy that most large companies use, and that is offering an option to have YOU call ME back? That way, I don't have to sit here by the phone forever. I might even have a minute to get to the bathroom. Just an idea.
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