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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 (28 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-12-28 06:28:12 AM

Towermonkey: 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.


Obviously I agree, but my only-slightly- younger-than-you children and their friends think they are way too cool for quality warmth. They're all about NorthFace or even Columbia.
 
2013-12-28 06:30:55 AM
I once called the tech support line for our voice mail vendor. I got shifted into a queue. When five o'clock came I just left. The call was till on hold when I came back in the next morning.
 
2013-12-28 06:37:35 AM
NorthFace and Columbia both make quality gear, as does LL Bean. My dad has a North Face down jacket from his time in the Navy (late 60s, early 70s) that still looks good and hasn't fallen apart. I hope to inherit it when he passes in 30 years or so... lol.

Timberland makes some quality boots, too. I workin a pair of tall black engineer boots they made, steel toe and steel shank, i paid $150 three years ago, and they still look very good. Of course I take proper care of them, etc.
 
2013-12-28 07:04:53 AM
Three hours with AT&T. That was my limit. I'm no longer contractually obligated to them, and they will have quite a challenge to keep me around for much longer.
 
2013-12-28 07:08:56 AM
Oh, here's the screwed up art: I was on hold with AT&T "customer care"...while I was sitting in their retail store. At one point I actually got a human being (Indian, given the thick accent) who transferred me to a stupid bimbo. She said she had to transfer me to the warranty department. I said that was fine--all of a sudden my phone starts ringing. Stupid biatch had not only transferred me to myself, but was laughing about it.
 
2013-12-28 07:38:42 AM

Mock26: I thought that UPS changed their policy and no longer left a packages on porches, that they had to be signed for?


there is an extra charge for requiring a signature.
 
2013-12-28 07:39:26 AM
My mom got roped into one of those "energy" scams from a high-pressure door-to-door salesman.
Here, in Ontario there is a "cooling off" period to consumers to cancel contracts signed under pressure.

I called the 1-800 number provided by this company to cancel, but OF COURSE they put you on hold forever hoping you'll give up.

Problem solved by calling her local utility. They were very familiar with this scam (that was stealing their customers - many complaints!) and handled it "from their end", because they didn't want to lose her business.
 
2013-12-28 07:40:32 AM

SpinStopper: 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 ;)


esp.. since the policy was get them off the phone as quick as humanly possible, and the managers would tell you to tell them to quickrestore and call back

/I worked for TAG (The Answer Group) - which did Compaq technical support.
 
2013-12-28 07:46:06 AM
Ugh... I worked for both AT&T and Verizon for over 15 years total - in fact, I helped open the first Verizon retail store in your hometown - and AT&T by far had the worst retail employees. Issue is, they aren't paid to handle your warranty issues. If you're not activating new service or getting an upgrade, they want nothing to do with you, and as you've noticed, they'll fob you off onto CS via phone. Verizon used to be different, they had in-store CS and techs who were paid to troubleshoot, but they fired all of them in 2010 or so. My wife was among those casualties, she was a tech for them for a decade, when they fired all those technicians they lost hundreds of years of institutional knowledge and experience. Now I find it's better to simply sit at home and do live chat via computer. Gets things done quicker that way.
 
2013-12-28 08:07:21 AM
Sometimes if you're out on hold by a CSR, they do it on purpose to get you to hang up. I once was on hold with Sprint, and apparently the chick had deleted my account so instead of owning up to it and getting help to fix it...she put me on hold until the end of her shift.

Back in my CSR days, I'd just hang up on people and then say we accidentally got disconnected in the notes of the call. I worked at a shady credit card company and some of the customers were too much.
 
2013-12-28 08:17:37 AM
I was on hold for 3 hours once with the IRS when I had a tax question. They actually never answered the phone because I was on hold past their closing time and no one ever picked up, I was left in the endless queue after hours. What a crock.  Oh well, I made sure to "get them back" last time I did my taxes :P
 
2013-12-28 08:28:10 AM

Towermonkey: Ugh... I worked for both AT&T and Verizon for over 15 years total - in fact, I helped open the first Verizon retail store in your hometown - and AT&T by far had the worst retail employees. Issue is, they aren't paid to handle your warranty issues. If you're not activating new service or getting an upgrade, they want nothing to do with you, and as you've noticed, they'll fob you off onto CS via phone. Verizon used to be different, they had in-store CS and techs who were paid to troubleshoot, but they fired all of them in 2010 or so. My wife was among those casualties, she was a tech for them for a decade, when they fired all those technicians they lost hundreds of years of institutional knowledge and experience. Now I find it's better to simply sit at home and do live chat via computer. Gets things done quicker that way.


I figured that out a long time ago.  Although if I ever do switch to AT&T, I am friends with one of their IT guys, so I stand a chance of getting some service.
 
2013-12-28 09:24:10 AM

HindiDiscoMonster: Mock26: I thought that UPS changed their policy and no longer left a packages on porches, that they had to be signed for?

there is an extra charge for requiring a signature.


UPS hasn't left a package on my porch in years, they always require a signature. If there's an extra charge I don't know who's paying for it. I know it's not me and I'm sure Amazon and other places I order from aren't either.
 
2013-12-28 09:31:08 AM
1: LucyPhone is like a god. Saved me the 2.5 hour hold with PayPal in the middle of the summer to lift a hold (too many cards added to my account -- not my fault I had so many damn prepaid cards).

2: I work in a call center. The worst we may have if we're understaffed is a 10 minute hold, but anything else is near-instant. And we're about 15 bodies on handling 100+ clients ranging from small ISPs in Bumfark, Alaska to a major bank software company's emergency support triage line to microwave links to security software (that I bet Target's going to be buying very very soon). All of my calls are less than 1 minute on hold.

//unfortunately we escalate a lot of calls back to the client and that's where it all falls apart when the client themselves doesn't take responsibility for the call and we don't have a way to warm transfer you to them to biatch, so we get the short end of the stick.
 
2013-12-28 09:35:25 AM
Earlier this year I had to phone Revenue Canada for some information before I could file my taxes. The automated voice told me I was in queue and the estimated wait time was something like 3 hours. I hung up, phoned back, "accidentally" pressed the number for french and did the whole "Whoops I must have pressed french by accident...". They're required to take your call once they have you and the nice lady on the other end solved my problem in about 5 minutes tops.

If you're in Canada and you need something from a bilingual government agency (particularly Revenue Canada) don't wait in queue on the English side of things. Hang up, phone back and press the number for french.
 
2013-12-28 10:14:47 AM
If I felt truly indignant about something, I'd stay on hold as long as humanly possible.  Just to make a point.  I've never been that upset about something though.
 
2013-12-28 10:44:13 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.


I wonder how long it will take you dealing with customer service once your personal information gets hacked?
 
2013-12-28 11:19:33 AM
I've worked in a call center before. Nobody gets accidentally put on hold for 6 hours, but I've seen a few people purposely put on hold until they eventually hung up.
 
2013-12-28 11:22:46 AM
My technique is if the person I get can't help right away, I call back over and over until I get one of the few smart ones that can actually do something that most centers have.
 
2013-12-28 12:00:20 PM

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


Hey now. Fat people get clothes there too.
 
2013-12-28 12:19:45 PM
I charged less than a buck on my card at Target, two days before the period of compromise ended. As a result, my card was closed at the beginning of Xmas week, and I'm waiting for a new card to arrive in time for me to pay my rent, but thanks to the many non-postal days this past week and this week, the mail is creeping along and I may not have access to my money by the 1st of the month.

No, I don't use checks. No, it's not a traditional bank. Everything I do is through the debit card itself. I could do an online bill-pay for rent, but that would take a while, too. My only choice is to wait it out.

I rarely shopped at Target. I'm really not going to do it anymore, now. They might have made me late on rent for the first time, and I'm kinda pissed about that. On top of all this, I'm being charged $5 for a replacement card, and I may owe $20 for rent late fee if the card doesn't make it on time.

And you can bet if I do owe late fee on rent, I'll be going to Target for the money.
 
2013-12-28 12:19:56 PM

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

Hey now. Fat people get clothes there too.


Not in-store ...

/old, fat person
 
2013-12-28 12:42:11 PM

The My Little Pony Killer: 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.



The My Little Pony Killer: This is why I resorted to finding a printable version of the application and will be mailing it in to them.
Yeah, I could have done that. In fact they even had mailed me a paper app. But I wanted to keep it online entirely. That certainly added to the issue, so I shoulder the blame for the some of the delay.. However, I stubbornly refused to believe the online option would not work and while frustrating, it did.


dok9874: I wonder how long it will take you dealing with customer service once your personal information gets hacked?
It is no worse than of the other online services that I use daily. And over the years I have taken precautions to minimize the problem.  At least I haven't shopped at Target for a couple of years.
 
2013-12-28 12:53:45 PM
I have Google voice, so my calls go through my computer, anyway. I just leave the call on in the background, playing music, while I surf fark. It's like a really bad Pandora.
 
2013-12-28 01:33:44 PM
www.stellasmagazine.com
 
2013-12-28 02:09:48 PM
Thats when I get out the Captain and Taneal records and put there hold on hold.
 
2013-12-28 03:21:21 PM

HindiDiscoMonster: SpinStopper: 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 ;)

esp.. since the policy was get them off the phone as quick as humanly possible, and the managers would tell you to tell them to quickrestore and call back

/I worked for TAG (The Answer Group) - which did Compaq technical support.


I worked in the server group.  "quickrestore and call back" was not a valid suggestion ;)
 
2013-12-28 07:37:52 PM

HindiDiscoMonster: Mock26: I thought that UPS changed their policy and no longer left a packages on porches, that they had to be signed for?

there is an extra charge for requiring a signature.


Can you provide a citation for that?  I have been required to sign for all of my UPS packages over the past few years and not once have I ever been charged more for doing so.  Maybe you are thinking of the USPS?
 
2013-12-28 11:02:48 PM

ReapTheChaos: HindiDiscoMonster: Mock26: I thought that UPS changed their policy and no longer left a packages on porches, that they had to be signed for?

there is an extra charge for requiring a signature.

UPS hasn't left a package on my porch in years, they always require a signature. If there's an extra charge I don't know who's paying for it. I know it's not me and I'm sure Amazon and other places I order from aren't either.


Weird.  They leave packages on my porch all the time.  They drop the packages, push the doorbell, and run.  The guy is usually back in the truck and starting to drive away before I even get to the door.
 
2013-12-29 01:08:46 AM

DarkVader: Weird. They leave packages on my porch all the time. They drop the packages, push the doorbell, and run. The guy is usually back in the truck and starting to drive away before I even get to the door.


That's the way it is here.  On at least one occasion I saw him jogging back to the truck and he hadn't even rung the doorbell.
 
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