Last Friday we posted that a customer in D.C. was on hold with RCN’s tech support for over 7 hours. (And no, she didn’t sit next to the phone that entire time—she periodically checked in to see whether she’d been disconnected, but always heard the same hold music and message.) We received several comments—one from the Senior Director of Operations at RCN—saying that her call had likely been dropped from the system. But Meredith says someone finally did answer her call. Here’s her story and the RCN Director’s version.
long hold times
RCN Tech Support Keeps Customer On Hold For Seven Hours And Counting
By 9.27.08
Meredith has been on hold with RCN’s tech support line for over seven hours now. She’s put down the phone and keeps doing other things, but whenever she goes back to see if they’ve finally disconnected her, she hears their “please hold” message and music. Apparently RCN doesn’t think you need tech support over the weekend.
Sprint Makes Customer Wait 6 Hours For Chat
By 7.31.08
Adam had a question on his bill—either about the $9.68 adjustment in his favor, or the $102,861.30 they say he still owes, we’re not sure—so he decided to take advantage of their online chat. He writes, “Conveniently, they have a link that says ‘Questions about your bill?’ When you click it, it brings you to a live agent. This is a picture of our session.”
