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!!!
Hey @PattyG21, thanks for your feedback! Could you provide some more information regarding the issue? Were you calling into support, waiting to chat with support, or something else?
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.
Called in yesterday to discuss an issue of account access.
Call answered my question so no concerns on the issue that prompted the call.... BUT
when I called in the auto answering system informed me that the agents were busy helping other clients...
Then I was informed my call would be answered in the order it was received ... Fair enough
Then I was informed the wait time would be/could be up to 15 mins....
Hmmm not so good.
Worse perhaps unacceptable..... no option to enter a queue and maintain my position in the queue by leaving a call back number so you can call me back when agents are available.
It is completely understandable that agents get busy. Having me keep an open line on my telephone while I wait 15 minutes listening to a repeated message of how sorry you are and how much you appreciate my patience is not.
Recommendation ... Add call back option to waits longer than say x minutes.
I only call when I have an issue I want resolved - quick resolution of questions is important for my use of CC so I can move on to the next project, item on my to-do list.
There is room for improvement.
If I have to listen to "Hi, so sorry for the delay. It's a busy support day, our lines are busy with customer calls, we'll get to you as soon as possible."
I have been with you for ten years and I ALWAYS hear this...if it's so busy, why don't you hire some additional support techs? What an idea!!!! If I'm so important as a customer, stop treating me like dirt.
You would think that a communication company would not need to place a customer on hold for 30+ minu
I have tried to call in to reach someone about my membership billing and have been on hold over 20 minutes. There is also no other way to reach someone about billing questions.
I've been on hold much longer than the maximum seven minutes that was estimated. I was never offered a revised estimate of the time to wait or an option to receive a call from one of your agents. Please make that possible so that your customers don't need to wait for long and unknown amounts of time.
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