Support Line Complaint

  • 1
  • Problem
  • Updated 4 months ago
I called the 800-441 Customer Support Number with a simple technical question and was thrown on hold (never being told there was a wait)  After 33 minutes of horrible elevator music, I put that call on hold and callled again. Finally after 5 minute wait for just my call to be picked up I was told the average wait was 45 Minutes ??? You may want to have your support people tell the customer that there is a ridiculous wait time for assistance, I would never have hung on so long but I needed to resolve an issue with the Outlook plug-in immediartely for the owner of the company. Really dissapointing, and a huge waste of time. 
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Carol

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Posted 4 months ago

  • 1
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Leo, Official Rep

  • 353 Posts
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Hi Carol,

Our support lines have a long wait time due to the volume of calls.  While we are taking steps to reduce/eliminate the response time, it has been a long process.  If you have a simple technical support question and it's not specific to your account (so something like how can I do X), we can try answer it for you on the forum.  

-Leo
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Carol

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Thank You Leo, While the hold time is excessive, my bigger issue is this information is not relayed to the customer .. Nothing was said but "please hold" not you will be on hold for 45 minutes. When I called back teh 2nd time, I was given the option of a callback - and no one ever called back. I could not find an answer to my question anywhere on your web site, that is why I called. : ( 


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