Customer services waiting times

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CruciasNZ

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#2989985 31-Oct-2022 12:22

I called 2d yesterday (Sunday) about being double charged for my phone plan. Nearly 2 hours before I spoke to a person, who fixed my issue in 5 minutes and even fixed another issue for me that technically wasn't his department (it was a domestic internet charge issue). Can't fault the guy I spoke to, he was amazing. However I can fault the massive wait time, especially since the "you are number X in the queue" only started being announced well into the second hour. More companies need the "call you back hold you place in queue option"

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Geektastic

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#2990022 31-Oct-2022 13:24

mdf:
Geektastic: No comment on the abysmal music they force us to endure, the endless repetitive messages etc etc.

I never want to hear Bic Runga's sway again.

OTOH, I was almost disappointed when the Nintendo CSR answered the phone. I was enjoying the 80s retro game theme soundtracks!

I recall ringing a company quite a long time ago that allowed you to choose the music type!

It’s the endless repeating “You can do x y and z by not bothering us at all and going to www etc” messages that make you want to reach for the Valium.

antoniosk

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#2990023 31-Oct-2022 13:25

How long before the really boring press release from 2d that 'unprecedented demand, really popular blah blah blah'?

It would be amazing to see a 'yeah we cocked it up and under resourced the contact centre, to get some basic short term savings to close the acquisition'?

________

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quickymart

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#2990052 31-Oct-2022 14:34

mdf:

I never want to hear Bic Runga's sway again.

Aw, say you'll stay, don't come and go, like you do.

guyl

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#2990062 31-Oct-2022 14:46

I don't know why we are all complaining - surely it's ok since they all say (over and over and over) "Your call is important to us"......

Kyanar

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#2990188 31-Oct-2022 15:28

mdf:

I never want to hear Bic Runga's sway again.

OTOH, I was almost disappointed when the Nintendo CSR answered the phone. I was enjoying the 80s retro game theme soundtracks!

You know, I was appalled when listening to Australian radio to discover that an Australian artist has made a cover of Sway, and it plays cooooooooonstantly!

Kiwifan

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#2990253 31-Oct-2022 18:59

I’m a grumpy old bugger so anything longer than 15 minutes and I’m done. Three companies I have called this week have been awesome. Holland America in Aus answered in less than a minute, Mielie NZ in less than two minutes and the very best has been Amex Travel within 30 seconds all three calls.

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Shop now on AliExpress (affiliate link).

neb

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#2990341 31-Oct-2022 22:29

Kiwifan:
I’m a grumpy old bugger

Pull up a chair and let us know what you're drinking this round.

Kiwifan

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#2990507 1-Nov-2022 10:27

neb:
Kiwifan:

I’m a grumpy old bugger

Pull up a chair and let us know what you're drinking this round.

Red wine Sir, Bourbon on the weekends, limit two. 😀

Only grumpy with phone wait times and when I can’t spell Miele. 😁

decibel

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#2990514 1-Nov-2022 10:50

Consumer should also have compared the wait times between wanting to sign up for a service and wanting support for a service.

Far too many companies fall over themselves to sell you something, but once you have paid your money, you are just a nuisance.

Eva888

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#2990921 2-Nov-2022 10:21

State Insurance get a plug for answering quite promptly after the initial press options to arrive at claims and especially since it was Saturday morning.

Then they send out a survey of how well they did and one the final questions was how did I feel after the call...one of the options to tick was 'love.' Not sure why they think anyone could feel love after a call for a damage claim.

Behodar

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#2991468 3-Nov-2022 11:26

mdf:

I never want to hear Bic Runga's sway again.

Don't forget the ones that think it's hilarious to play songs with a variation of "I keep holding on" in the chorus.

neb

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#2991486 3-Nov-2022 13:08

Behodar:
Don't forget the ones that think it's hilarious to play songs with a variation of "I keep holding on" in the chorus.

Years ago I put a Deathmetalhammerslayerfistwarrior CD in our PBX for a joke, then forgot it was there.

All those annoying calls dropped right off.

Someone else set up an obviously-silly email alias for testing and it wasn't noticed for some time that emails were going out from that instead of the actual email address.

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