How long is too long, to be on hold when waiting to speak with someone in customer service. ?

Question

We are at their mercy. I have been on hold for over 35 mins. Good thing for speaker phone, or I would have a kink in my neck!!

Answer 1

If the wait is that long, I would complain.  I feel that customer service has gone down the tube in recent years.

Here is a trick that you might check out:  http://www.gethuman.com .  This website lists the quickest touch tone route to a real person for a number of companies.  I have tried some of the cheats there and they seem to get to a real person a lot faster.

Answer 2

Oh, that is ridiculous!  I hate that companies feel free to keep us on hold forever just so they can save money by hiring less operators.  If you hang up, you'll just have to be on hold even longer later on.  I think I have to agree with 3 minutes being too long.  I will say, though, that Mondays are usually higher volume days for customer service calls, just because this is the first chance people have had to call since two days before.  Tuesday through Thursday are the best days to call most places.

Answer 3

Yeah it totally sucks, but as you said, we are at their mercy. It seems the more imporant something is the longer your on hold. I have written an email or two to a company about it if it has happened to me with the same company more than once. I am sure it really doesn't do anything but I think it just eases my mind that I got to vent. I think they should answer within 10 minutes.  I can't recall a time that I have been on the phone with any customer service for more than 10 minutes so I don't think you should be put on holder for longer than that. I handle it better when I put them on speaker phone and continue on with what I am doing because at least then I know something else is getting done.  

Answer 4

it depends on who im calling

try to remember that some businesses have millions of clients  your not their only one

and problems can be wide spread be patient or hang up and call back in half an hour

Answer 5

Ten minutes is too long for me to wait to speak with someone on any phone.

Answer 6

Ahh...I know what you mean!  I only stayed on the line b/c it was important...Otherwise, for minor things, I think 10 min is long..