Dear Company who doesn't hire enough Customer Service Representatives

[susandennis]

I've said this before, but clearly it bears repeating...

If, in fact, my call was actually important to you, it would not be necessary for you to tell me. 

And, because you didn't get the nuance the first several times, let me spell it out for you... 

If my call was important to you, I'd be talking to a customer service representative right now and we'd be handling the situation.  I would not be on hold - where I have been, by the way, for much of this morning, listening to the actress hired to record your message.  And having her tell me how important my call is to you.

Comments

[judith.livejournal.com]

That always bears repeating. But you didn't mention the music. Does it send you off the edge? I think that's the idea. We become so jangled by hearing that same jingly tune over and over that we hang up.

[howeird]

Something you should be made aware of, from my 20+ years as a tech support guru:
The phone systems records stats on how long people stay on hold. The longer you stay on hold, the more ammo you have given the support manager to NOT hire more people. The support manager is given brownie points for the most calls answered, and is relieved of brownie points for calls not answered.

Don't stay on hold for more than 5 minutes. Keep calling back. No, it won't help you with that company, but you will have the satisfaction of knowing you are helping make that manager's life the Hell he/she deserves.

If I don't get through after three tries and 5 minutes on hold, I write to the company president.

[susandennis]

I know you are right and when it doesn't matter and/or I can get what I need other ways, I do that. But, in this case, the company president obviously does not give a shit and I had no other options. Well, as it turns out I did have the option of doing nothing and eating the new, unuseable phone and probably that will happen anyway. So, yeah, you are right.