countdown: top 25 worst hold time offenders of 2016
TRANSCRIPT
TOP 25 WORST HOLD TIME OFFENDERSOF 2016
@onholdwith
Businesses Businesses LOSE LOSE
CUSTOMERSCUSTOMERSevery day by every day by putting them putting them
on hold!on hold!
say “just ONE unpleasant contact
center experience is likely to make me take
my business elsewhere.”
76%
#25
“@AmazonHelp After spending over an hour on live chat & now 18 (& counting) minutes on hold on phone, clear that Amazon will not do refunds.”
“Still on hold with @AmazonHelp I wonder if they know I am becoming more and more enraged with each passing minute? #livetweet”
“Just spent 30 minutes on hold with Amazon with no resolution. I have been a prime member for a decade. That's about to end. @AmazonHelp”
“Can't tell if I'm more stressed from waiting for election resultsor being on hold with Time Warner Cable for 40 minutes.”
“Currently #onholdwith @twc - 3rd call attempting to get *new* service. Not a great start to our relationship. #custserv”
“@TWC should I call customer service, wait on hold for 20 minutes so you can tell me to unplug it and then plug it back in?”
#24
“@AskCiti Citi call center NEVER connects. Customers made to wait for 20+ minutes on hold on average. Pathetic service #fail @bahushrut”
“@Citi you lost another customer. On hold for 45 mins due to security breach. New card ordered Friday. Sunday and card never ordered.”
“@AskCiti @onholdwith Now I am seven calls and nearly three hours into this disaster. I just need someone to help me. PLEASE!! #byebyeciti”
#23
“@TicketmasterCS I've just been on hold for 20 minutes can you confirm how long the wait is at the moment to speak to someone?”
“I will never use @Ticketmaster ever again. Not only was the operator extremely rude but being put on hold for 40 minutes is unbelievable.”
“@Ticketmaster You have the WORST customer service line! 45 minutes on hold 3 days straight and "you are next in line." the whole time.”
#22
“I'm in #pizza hell ... Seven minutes on hold trying to contact local @dominos store to check my order. Did they go out of business?”
“@dominos my pizza is 2 hrs and 45 min late and I've been on hold for 5 min trying to call the store. IM HUNGRY ”😭
“Not happy with @dominos right now. The app made my order a future 1, call to fix it and on hold for 20 mins to be told they out of cheese ”😡
#21
35% of inquiries that begin
through other channels
eventually escalate to
voice.
“Apparently @UPS released my package to someone without ID and then kept me on hold for over an hour yesterday...so thanks for that @UPSHelp”
“@UPSHelp On hold for an hour, for a package I never received notice for, but my name wasn't in the building directory. I'm the first name.”
“@UPSHelp you charged me $50 for my deceased grandmother's dishes and $30 for an urn for my cat. I waited on hold for a half an hour twice.”
#20
“On hold for 40 minutes waiting for a Telus rep to answer..get it together @TELUSsupport ..where was the call back option? ”
“Been on hold with @TELUSsupport billing for 45 mins now. Would sure like to go to the bathroom and maybe get lunch. Do better @TELUS”
“@TELUS been on hold for 40 minutes, 30 minutes this morning & I sent an email yesterday - what does it take to get in touch w/ your team?”
#19
#18“@BestBuySupport Lost order, yesterday on hold for an hour, call Dropped no call back. Called today 30 mins on hold, call dropped. HELP PLZ”
“@BestBuy Is there any way to chat or email customer service? I've tried calling the past 2 days and don't want to wait on hold for an hour.”
“@BestBuySupport It's a little complicated to explain in 140 characters. Being on hold for an hour allowed me to file my BBB complaint tho.”
#17“On hold with the DMV & my wait time is 2 hours. If I stick this out can it alone make today a success & release me of all adult duties?”
“Dealing with the DMV is so aggravating. Their website doesn't work so they want you to call, where you're on hold for at least half an hour.”
“If I write an ironic song called I LOVE BEING ON HOLD WITH THE DMV, do you think they would use it as their hold music.”
#16“@AmericanAir on hold for 45 minutes and told "I cannot provide any answers" flight AA116. Delayed for 48 hours. So much for customer service.”
“In time on hold with @AmericanAir walked over and bought ticket on united, got thru security, drank a beer.”
“@AmericanAir on hold with you RN because you cancelled my flight? Do you make a habit of stranding ppl 3000 miles from home?”
Source: Consumer Reports
What Customer Service Problems Cause the Most Frustration?
Scale 0-10, with 10 being the most annoying.
#15“Nothing like that holiday feeling of being stuck on hold with @directtv -- I can feel the seasons spirit running through my veins as I wait.”
“Just trying to cancel my @DIRECTVService but I've been on hold for over an hour. Seems like a "cancel my account" button online would do.”
“@DIRECTV @DIRECTVService don't tell me to use your website for help and then have your website say I have to call. 24 minutes on hold now!!”
“Wow @TMobile on hold for almost an hour with an issue, then hung up on when I finally get through.. Think I'm over it after almost 10 years.”
“@TMobileHelp so overcharged me 200$ was suppose to be transfer to supervisor left on hold for 52 minutes hung up on twice good job see ya.”
“@TMobileHelp Been on hold for an hour with customer service, then I get disconnected.....Going to AT&T in the morning.”
#14
#13“@IKEAUSAHelp On hold with your Atlanta store for 30 minutes. You NEED better customer service. I'll give 5 more minutes, then look elsewhere.”
“@IKEAUSAHelp Six calls, two tweets, two DMs, one email, 45+ minutes on hold and $40. Returning something shouldn't be this hard.”
“That's it. Not buying in @IKEAUSA again. Two hours on hold and my furniture will be sent more than one week after I scheduled the delivery.”
#12“After sitting on hold for 20 minutes with no help to use my own account, it's really easy to remember why I never use @AskPayPal”
“@PayPal I've just waited on hold for 20 mins.. how much has this cost me..?! It would be easier to email in. This calling service is **thumbs down**.”
“@AskPayPal please call and be on hold for an hour. NO THANKS!! Tell your customers about the issues known instead of excuses. BAD BANKING!”
#11“Dealing with @Expedia has been an absolute nightmare tonight. We've been on hold for over 2 hours at this point... Book elsewhere people.”
“@Expedia "We can't call you after overcharging your acct. You must wait on hold for hours." Warn your viewers @WFSBnews and @NBCConnecticut”
“@Expedia 30 minutes and no response to DM. Now entering 2nd hour on hold with customer service. Getting stonewalled on 2 different mediums.”
63% of customers prefer getting acall-back to waiting on hold.
#10“Was on hold with @ATT @ATTCares for an HOUR and still no resolution. 10+ yrs of loyalty and feel more like a burden than a priority. ☹ ”
“@ATT you customer service line is going to make me leave. I call, explain my issue, on hold for 45 min and call drops, repeat.”
“@ATT more than doubling our business rates after 1 year. Been on hold for agent 2+ hours. Time to go shopping for a new carrier.”
#9“@realDonaldTrump First swamp needs draining is IRS. Already spent 58 minutes on hold to rectify an IRS error, still no answer. Inexcusable!!”
“Hey @IRSnews I've been on hold for 30 minutes, whatcha doin over there? Hopefully finishing up @realDonaldTrump 's tax audit! #humor”
“One thing I want from#TrumpsAmerica a deduction for time spent on hold with the #IRS #FAIL”
#8“@DeltaAssist #onholdwith with a 2-hour hold warning. I missed my International flight home for the holidays and need help rescheduling.”
“@Delta on hold for 20 minutes w/ customer care. Can you call me when they are free to talk? 20 min hold is terrible #consumerexperience”
“I've been on hold with @delta for 106 minutes and no end in sight. Some airlines have a callback service. This is ridiculous.”
#7“Delays, smelly aircraft, bad customer service and customer service hangs up on me after 20 minutes on hold?@united Furious”
“Took a chance on @united. Plane delayed 5 hours w/ no explanation. No gate agent. No food. Been on hold with united for 45 min. #neveragain”
“When @united cancels your flight and gives you zero hotel accommodations, and keep you on hold for 20 minutes. Thanks for nothing.”
“@SouthwestAir on hold for over 45 min? What happened to call back service?”
“@SouthwestAir Why can't I check in online? I've been on hold for 30 minutes (never given the callback option) What gives? 😅”
“@SouthwestAir Hey SW, super bummed that I have been on hold for over an hour for an issue that can be dealt with on Twitter DM.”
#6
Free
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ok
Get Your Copy
#5“@sprintcare putting me on hold for 30+ mins after I asked to cancel my service won't change the outcome but I'll tell more people why I left.”
“@sprintcare wow still waiting another hour of a total of 7 hours on hold or talking to someone at sprint https://t.co/8RgscKnwTf”
“@sprintcare 45 minutes on hold, really? Biggest issue with this company is the customer support number. Get it fixed @sprint”
“On hold with Comcast. I went ahead and pre-heated my oven to stick my head in as the conversation and incompetence builds.”
“@comcast - After two and half hours on hold, the "you're call is important" message is very definition of irony.”
“Today is my only day off this week and I've wasted my entire morning on hold with Comcast soooo I feel like they owe me a new day off.”
#4
“I also don’t understand why @BofA_Help stopped providing online support. Who has time to wait on hold for 30 minutes just to be lied to?”
“@BankofAmerica My acct was debited to the tune of $7500+ On hold with you over 30 MINUTES to try & report PLEASE PROVIDE A # SOMEONE ANSWERS.”
“I didn't even talk on the phone with my 7th grade boyfriends as long as I've been on hold with @BankofAmerica 😞”
#3
#2“@VZWSupport I give up. I hope I can get a decent deal another day - been a customer for 10+ years. Can't sit on hold for more than 2 hours.”
“#ThingsIWouldRatherDo than be #onholdwith @verizon have to parallel park a hummer at the peak of traffic with everyone watching.”
“Took a full shower, folded all clean laundry, and finely sipped 3 cups of coffee while on hold with Verizon today.”
#1“Whilst on hold with Apple Care, they played "Should I Stay Or Should I Go" which was ironic as I was inches away from hangin the *bleep* up.”
“@Apple @AppleSupport AND THEN I CALLED BACK AND WAS ON HOLD FOR ANOTHER 35 MINUTES AND THE REP TOLD ME TO TRY HARDER. THANKS @Apple”
“On hold with Apple. ‘The Waiting’ is the hold music. Hand to heart. This is happening. The most happy / enraged I’ve ever been, lol.”
Top 25 Worst
Companies to Call in
2016
1. Apple2. Verizon3. Bank of America4. Comcast5. Sprint6. Southwest Airlines7. United Airlines8. Delta Airlines9. IRS10. AT&T11. Expedia12. PayPal13. Ikea14. T-Mobile15. DirecTV16. American Airlines17. DMV18. Best Buy19. Telus20. UPS21. Domino’s22. Ticket Master23. Citibank24. Time Warner Cable25. Amazon
