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(AZ Family)   Woman says Target's customer service line kept her on hold for six hours. In other news, who the hell stays on the line with customer service for six hours?   (azfamily.com) divider line 80
    More: Strange, Target, first call  
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2596 clicks; posted to Main » on 28 Dec 2013 at 12:59 AM (29 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-12-28 01:03:15 AM
Well, likely she had nothing else to do...maybe watch Days of Our Lives?
 
2013-12-28 01:03:55 AM
Hitler?
 
2013-12-28 01:04:13 AM
Had she received her iPod on time, she would have instead spent those six hours listening to the audiobook version of Fifty Shades Of Grey.
 
2013-12-28 01:07:27 AM
Her gift to her loved one was important to her and she had no other option (except .... ya know all that stuff about love and togetherness, feasting and welcoming the coming of the sun after the solstice)
 
2013-12-28 01:08:39 AM
The longest I've been on hold with customer service was an hour and a half with the VA.  The song that played while I was on hold was burned into my brain for weeks.  It was horrible.
 
2013-12-28 01:14:29 AM
She should have tried a call to Microsoft, Target is a lot faster, more caring and concerned.
 
2013-12-28 01:15:46 AM
I have nothing but Feels for this woman. It took me several days of busy signals, while the local store managers all said "you have to call the number. We can't do anything here" (funny how they were more than able to accept the signing up for a Redcard but can't do jack to close one). By the second day I'd maybe get a ring after two hours of trying, only for the calls to keep getting disconnected every time I was supposed to get transferred to a human operator. Thankfully after the third day I got a hold of a human and didn't waste one more second wanting to cancel my card no matter how much they tried to talk me out of it.

Target has completely bungled this whole thing from the start. Now we're finding out that the company was withholding the fact that the crooks stole PIN data as well (remember how Target kept saying the PINs were not compromised?).

God help me, but I may shop at Walmart more often now.
 
2013-12-28 01:18:26 AM
Six hours on hold? PFFT! AMATURE! Some day I'll tell you about the flight delay we had while waiting for our lemon scented napkins.
 
2013-12-28 01:18:40 AM

DreamSnipers: She should have tried a call to Microsoft, Target is a lot faster, more caring and concerned.


I beg to differ. I had to call them up Christmas night because my access code for my copy of windows 7 apparently reset itself so I couldn't use it when we dropped a new hard drive in it. I was on the phone with a helpful tech in less than five minutes, and we had the whole thing set up in less than 20 minutes (it required remote access for whatever reason).

No, you want hate, National Grid Greed is pretty farking obnoxious, and so is FAFSA.
 
2013-12-28 01:18:45 AM

Klippoklondike: The longest I've been on hold with customer service was an hour and a half with the VA.  The song that played while I was on hold was burned into my brain for weeks.  It was horrible.


Bridge on the River Kwai?
 
2013-12-28 01:29:21 AM
I thought that UPS changed their policy and no longer left a packages on porches, that they had to be signed for?
 
2013-12-28 01:30:18 AM
Six....hours?

I won't wait six minutes.
 
2013-12-28 01:30:37 AM
In other news, who the hell stays on the line with customer service for six hours?

The DMV agent you are next in the queue to speak with.
 
2013-12-28 01:30:54 AM
She's holding the wrong company responsible.

/and she kept herself on hold for six hours, Target merely forgot about her
 
2013-12-28 01:32:55 AM
Subby,

I will guess the lady in the article

/DNRTFA
 
2013-12-28 01:34:00 AM
and she also found maggots in her phone.
 
2013-12-28 01:35:03 AM
Obvious.
 
2013-12-28 01:36:02 AM
johnnemec.com
 
2013-12-28 01:38:49 AM
When I worked for Gateway about 10 years ago, in the early days of PIX4 there were some techs who spent 8 hours on a single call.
 
2013-12-28 01:43:04 AM
I used to do phone support for Compaq, back when they still existed.  We were often AMAZED just how long some people would wait on hold just to talk to us ;)
 
2013-12-28 01:44:15 AM

Nowhereman: When I worked for Gateway about 10 years ago, in the early days of PIX4 there were some techs who spent 8 hours on a single call.


Wow. My last job as a phone monkey had supervisors breathing down your neck after 15 minutes.
 
2013-12-28 01:49:02 AM
How blindingly stupid do you have to be to ORDER an iPod Nano from Target dot com?
Instead, get in the car, take some cash with you, drive to Target, pick out your Nano, give cash to clerk, get change, drive home, wrap gift.
No paperwork, no theft, and boyfriend is happy with how smart and efficient you are.

(If you want consumer hell, deal with GE repair.)
 
2013-12-28 01:49:04 AM
Me.  I don't get out the house much.
 
2013-12-28 01:51:07 AM
Ahhhh, the joys of speakerphone!
 
2013-12-28 01:52:45 AM
Back in the early 90s I was stuck on hold with IBM for 8 hours before a tech answered.

Consistently best phone help experience and rarely long wait times for me are Newegg and Microsoft
 
2013-12-28 01:57:28 AM
I wasn't on hold the whole time, but I was on the phone with Norton tech support for for a total of 4 hours over two days before they handed me over to the the third tier tech.  He had it fixed less than 15 minutes after getting in.

/always jump to third tier.
 
2013-12-28 02:00:06 AM
When my application was stuck at the final screen at Healthcare.gov (for about a month), I finally got up one morning and resolved to stay on hold until somebody fixed it.

I went through a couple of worthless live chat sessions and then 2 people on the phone. Finally a third very experienced person fixed it. She apparently had been with healthcare.gov since before the beginning and knew how to kick the system. My application had been complete for weeks, but there was just some stupid glitch that prevented me from getting the final approval.

Total time with live chat and on the phone - more than 3 hours. And this does not include the hours of time spent on other days before this last phone call. If you add in all the time I have spent on the phone with Healthcare.gov since October, I bet it would amount to more than a full 24 hr day.

Total time it took for the experienced person to actually fix the issue - about 3 minutes.

Oy.

At least it is done now.
 
2013-12-28 02:00:39 AM
I briefly worked as a call center rep for Redbox about 5 years ago. People would routinely call us, and remain on hold, for upwards of 10 minutes over a $1 charge. Many ended up holding for nearly a half hour.

Me? If I buy a product for a $1 and it was unsatisfactory I am just never buying that product again. Why compound the loss by spending time arguing over $1? I will never understand that.
 
2013-12-28 02:03:24 AM
SAw on the news where an older couple went to the store to get some answers. i'msure they got the 800 number, if they persisted, "security" showed them out. if they persisted, i'm seeing some shiny bracelets in their future.
 
2013-12-28 02:04:21 AM

Owangotang: I briefly worked as a call center rep for Redbox about 5 years ago. People would routinely call us, and remain on hold, for upwards of 10 minutes over a $1 charge. Many ended up holding for nearly a half hour.

Me? If I buy a product for a $1 and it was unsatisfactory I am just never buying that product again. Why compound the loss by spending time arguing over $1? I will never understand that.


Because I want the product I paid $1 for.  If it's not that big a deal, you wouldn't mind if I just stole $1 out of your pocket.  Because it's just $1.  Right?
 
2013-12-28 02:09:37 AM

homelessdude: When my application was stuck at the final screen at Healthcare.gov (for about a month), I finally got up one morning and resolved to stay on hold until somebody fixed it.

I went through a couple of worthless live chat sessions and then 2 people on the phone. Finally a third very experienced person fixed it. She apparently had been with healthcare.gov since before the beginning and knew how to kick the system. My application had been complete for weeks, but there was just some stupid glitch that prevented me from getting the final approval.

Total time with live chat and on the phone - more than 3 hours. And this does not include the hours of time spent on other days before this last phone call. If you add in all the time I have spent on the phone with Healthcare.gov since October, I bet it would amount to more than a full 24 hr day.

Total time it took for the experienced person to actually fix the issue - about 3 minutes.

Oy.

At least it is done now.


This is why I resorted to finding a printable version of the application and will be mailing it in to them.
 
2013-12-28 02:13:16 AM
museditions.files.wordpress.com

Hell, it's almost Caturday here.
 
2013-12-28 02:14:02 AM

tinyarena: Hitler?


www.utilitarianism.net
lolz
 
2013-12-28 02:17:31 AM
khaanz.com
 
2013-12-28 02:27:38 AM

shroom: Owangotang: I briefly worked as a call center rep for Redbox about 5 years ago. People would routinely call us, and remain on hold, for upwards of 10 minutes over a $1 charge. Many ended up holding for nearly a half hour.

Me? If I buy a product for a $1 and it was unsatisfactory I am just never buying that product again. Why compound the loss by spending time arguing over $1? I will never understand that.

Because I want the product I paid $1 for.  If it's not that big a deal, you wouldn't mind if I just stole $1 out of your pocket.  Because it's just $1.  Right?


If you stole a dollar out of my pocket and I was able to immediately confront you and force a resolution then of course I would. If you stole a dollar out of my pocket and I did not discover it until later and, consequently, had to spend my time attempting to file a police report over the matter I wouldn't.

You wouldn't either.
 
2013-12-28 02:29:06 AM

shroom: Owangotang: I briefly worked as a call center rep for Redbox about 5 years ago. People would routinely call us, and remain on hold, for upwards of 10 minutes over a $1 charge. Many ended up holding for nearly a half hour.

Me? If I buy a product for a $1 and it was unsatisfactory I am just never buying that product again. Why compound the loss by spending time arguing over $1? I will never understand that.

Because I want the product I paid $1 for.  If it's not that big a deal, you wouldn't mind if I just stole $1 out of your pocket.  Because it's just $1.  Right?


How much is your time worth? Let's say you make $15 an hour, is it worth your time to be on hold for half an hour over a $1 charge? Hell, I had people who stayed on hold for about that long to scream at me and issue death threats over a TEN CENT charge on their cell phone. So much time and energy that could be better spent.
 
2013-12-28 02:29:55 AM

Huck And Molly Ziegler: How blindingly stupid do you have to be to ORDER an iPod Nano from Target dot com?
Instead, get in the car, take some cash with you, drive to Target, pick out your Nano, give cash to clerk, get change, drive home, wrap gift.
No paperwork, no theft, and boyfriend is happy with how smart and efficient you are.


Unless you happen to end up with a box full of erasers.
 
2013-12-28 02:31:42 AM
 she was on hold for six hours, new record!
 
2013-12-28 02:43:27 AM
She first called UPS and that company said the package was delivered and left on the porch. UPS representatives told Johnson that since the package was apparently stolen off her porch before she actually took possession of it,

Bullshiat.
UPS delivered it to the wrong address.  (which might be the UPS deliver guy's house)
 
2013-12-28 02:45:18 AM

homelessdude: When my application was stuck at the final screen at Healthcare.gov (for about a month), I finally got up one morning and resolved to stay on hold until somebody fixed it.

I went through a couple of worthless live chat sessions and then 2 people on the phone. Finally a third very experienced person fixed it. She apparently had been with healthcare.gov since before the beginning and knew how to kick the system. My application had been complete for weeks, but there was just some stupid glitch that prevented me from getting the final approval.

Total time with live chat and on the phone - more than 3 hours. And this does not include the hours of time spent on other days before this last phone call. If you add in all the time I have spent on the phone with Healthcare.gov since October, I bet it would amount to more than a full 24 hr day.

Total time it took for the experienced person to actually fix the issue - about 3 minutes.

Oy.

At least it is done now.


So it's like every insurance company, cable company, bank, and most any other company in the US.
 
2013-12-28 03:32:11 AM
Six hours is pretty excessive, but I've been known to hang on for longer than I should. If there's no annoying hold music or endless ringing, I can just keep it on speaker and do other things while I wait for someone to start talking
 
2013-12-28 03:35:39 AM
My boss said he would Shazam the hold music for our technical support line just to be more well-versed in obscure elevator music that no one likes.
 
2013-12-28 03:49:09 AM
A friend who was terrible with money had one of those pre-approved credit cards with a super high interest rate and fees. After getting a consolidation loan to pay off all his credit cards he tried to cancel them. Most of the companies did it with no problem but one would put him on hold indefinitely when he'd call and say he wanted to cancel his card. I was at his house one night when he put it on speakerphone and they dropped his call around 11pm, which was about five hours after he called. In the end he reported the card lost, which got him through to a CSR right away and then told them to not send a replacement and close the account. Until that, he played the on hold game several nights so probably totaled over ten hours on hold. Just another reason to never get a credit card from one of those shady companies.
 
2013-12-28 04:34:38 AM
(Shrug) If it's the company's 800 number, they're the ones paying for their failure to hire enough staff at the call center.  I, on the other hand, have unlimited airtime.  After 10 minutes or so, I'll just set the phone down and come back the next day to see who held out longer, the dumbass company or my battery.
 
2013-12-28 04:38:22 AM
Ted Cruz for President?
 
2013-12-28 05:19:41 AM
cdn3.whatculture.com

I once spent two-and-a-half hours on hold with Hewlett-Packard customer service just to complain about their customer service.
 
2013-12-28 05:39:19 AM
While it was no 6 hours, I was on hold with Eddie Bauer for quite awhile yesterday attempting to use a store credit for an exchange. That was after being hung up on by their system multiple times before getting to a customer service rep. I put the phone on speaker and knocked out a few projects while waiting. The rep came back occasionally to let me know they were trying to work out my credit. Received another store credit for my patience.
 
2013-12-28 05:40:40 AM
and, yes, I realize only old people shop at Eddie Bauer. But that coat is so warm. And I'm old.
 
2013-12-28 05:46:08 AM
Microsoft customers.  For decades.

OTH, last night I had a chance to call Google: fast response but they didn't know anything.  Not even where documentation was online.

/Buy Google products and you're an alpha tester.
 
2013-12-28 06:05:04 AM

MutantMotherMouse: and, yes, I realize only old people shop at Eddie Bauer. But that coat is so warm. And I'm old.


Really? I like EB and have since college. Granted I graduated in 2000 but still... I have a pair of jeans I bought from them during my college years, they still fit and are still wearable. They were one of the few companies willing to give a college kid a credit card, and I used the hell out of it. Still have the account, although it is paid off and I've since used a regular credit card to buy stuff from them

Actually I'm currently wearing a hoodie they make, the fleece is still soft and warm. Love their stuff.
 
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