Customer Service 3 – On Hold

What’s the longest you’ve waited on hold? I broke my own personal best last week when I rang my bank. I phoned up, went through the menu system, typed in my account number and was advised that there could be “some delays” due to “technical difficulties”. I left the phone on speaker and went about my other business.

I did some actual work, prepared the evening meal ingredients, made sure my kids had showers and music practice, greeted my wife as she returned home, cooked the evening meal, served it, ate it, cleaned up, did some more work, and after all that my phone was still telling me, “We apologise for the continuing delay. We appreciate that your time is important and will ensure that your call is answered as soon as possible.” For the hundredth time.

After two hours, I was ready to give up. I would normally have given up much earlier, but my perverse streak made me want to go for the record. As the phone timer display hit about 2:01:00, my finger was poised over the “Off” button when an actual real human started speaking!

Fortunately, this person spoke in an accent I could understand and was very helpful, so I was able to sort out my business to my satisfaction in a few minutes. Because of that, and because this was a one-off, I will refrain from naming the guilty in this case.

Here’s the phone display immediately after hanging up:

Can you beat that? Anybody who has tried to contact MD Web Hosting in the past three weeks could beat it, I’m sure. (More on that later). What’s your record?

One Comment

  1. Some on-holds now have a nice service. After a couple of minutes, they invite me to enter your phone number, and they call me back!

    The catch is that I still have to be at home when the callback comes.

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