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This is a discussion on 40 mins on hold for Tech Support. Really? in the Suggestions and Feedback forum
If Tech Support isn't going to answer the phone then take them off the phone menu choice. 40 mins on hold with no human contact ...

  1. #1
    Loyal Client lynbor's Avatar
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    40 mins on hold for Tech Support. Really?

    If Tech Support isn't going to answer the phone then take them off the phone menu choice. 40 mins on hold with no human contact ever is appalling customer service. If you are busy that's OK, but that does not relieve you of at least telling someone waiting that you know they are there and you are working as quickly as you can to get to them. Or maybe take their number and offer to call them back when you get free? Perhaps this link will help.. How to Manage Hold Times During the Customer Experience | Shep Hyken

    JaugarPC YOU NEED TO DO BETTER THAN 40 mins on HOLD!
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    Designing Results or Hosting With Service

  2. #2
    Wookiee JPC-Les's Avatar
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    40 minutes on hold is not ok! Thanks for letting us know about this.

    Also I found your open ticket and escalated it for you to get it handled more quickly.
    (pm) | (email) Les, Chief Operations Officer

    Need a Manager?
    (pm) | (email) Greg, Chief Executive Officer

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