Customer Service Call

[tlragogo]

I called Customer Service just before 5pm, CST. I figured I would get a "We're closed" kinda message. Instead I received a recording that stated I was 3rd in queue, then second in queue, and then after a couple of minutes next in queue and the phone began to ring. After 2 rings I heard dial tone.

I was only on hold about 3 minutes when this happened to other than rude, not a big deal, however, I did have this happened one day in the middle of the day after being on hold a bit longer.

There has to be more elegant way of letting customers know that customer service is closed then just disconnecting them.

Thanks for listening.

[stationarymom]

Re: Customer Service Call

Not that I am aware of ,they have good customer service.Someone else will come along and have a better idea.

[BillNye]

Re: Customer Service Call

ahh man, I'm sorry about that. We do have a bug in our support software where every now and then a support agent will get two calls at the same time and one drops. It must have chosen you. We're working on it, but if that ever happens, just ring back, sorry!!

[kensington]

Re: Customer Service Call

I don't believe their customer service closes at 5. I thought I read or heard... (maybe when I toured the warehouse and saw the customer service area) they are open til 8.

[Suzette]

Re: Customer Service Call

It's surprising how many of us still think of technology as infallible. When things like this go wrong, we jump right to human error and occasionally label them rude instead of first thinking it might be a technological glitch. (Yep, my hand is raised and my cheeks are red. I've done it too.)

But look how fast Al saw this and responded - very nice!! THAT is the human element at work at MSQC.

[tlragogo]

Re: Customer Service Call

It's surprising how many of us still think of technology as infallible. When things like this go wrong, we jump right to human error and occasionally label them rude instead of first thinking it might be a technological glitch. (Yep, my hand is raised and my cheeks are red. I've done it too.)

But look how fast Al saw this and responded - very nice!! THAT is the human element at work at MSQC.

Being an IT professional with a background in phone systems, trust me, I do blame the technology. I worked on phone installs for years and they are very temperamental. The more advanced the phone system the more the opportunity to discover quirks like these.

I do not/nor did I mean to imply that a customer service representative hung up on me. In rereading my original post I can see where it might have seemed that way. I've spoken to MSQC's CS department and have always been impressed with them.

Thanks Bill for your fast response.