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Originally Posted by orangebird
Er, no. The recording warned you there'd be a wait of up to half an hour, that's way you're still on hold after 15 mins....
Why didn't you just hang up and try later - at least you got the warning about the wait. If you choose to wait, then that's your perogative, and quite frankly negates any right you had to whinge about waiting...  |
Actually, under these circumstances a complaint is fully justified. Do you not think it is a total joke that a company has to have a recorded message stating that wait times could be up to 30 minutes? Why don`t NTL just cut to the chase and have a recorded message stating "We are inefficient, understaffed and in no way value your time so you're going to be holding for a long time"?
Why is that every time I phone up I get a message telling me that wait times are going to be longer than anybody can reasonably expect? Do you expect me to hang up every time and keep waiting for that mythical moment when they don`t have a warning message? If customers took that approach then no-one would ever speak to anyone at customer services.
You state that because someone decides to wait they have no reason to complain. Can you explain a sensible course of action to take should someone not choose to wait, as per your advice?
Why would bills have to rise to manage a decent call centre? Every other company that I have to deal with by phone has the capability of answering calls within a reasonable time frame. None of those has suffered a drastic increase in price to pay for the call centre? Why is NTL so different?