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Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
February 3, 2022
Question

Call Center Wait Time Ridiculousness!

  • February 3, 2022
  • 1 reply
  • 364 views

We frequently see complaints from customers about long wait times to Adobe's Call Center.  But believe me, they pale by comparison to what I just experienced from a U.S. credit card company.  

 

I need to dispute a charge but can't do it online.  I must call their customer service center.  OK, so I call and go through the usual drill  -- confirming this & that, answering two security questions, press 1 for this and 5 for that... 

 

Recorded message: "Please hold for the next available rep... [Pause]   Due to staff shortages, wait times may be longer than usual.  [Pause]  Your expected wait time is between 7 hours and 12 minutes and 10 hours and 29 minutes.  Please hold...."

 

 

 

 

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    1 reply

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    February 3, 2022

    I've had some that offer to call you back when an agent is available.

    Sometimes they actually call back.

      Nancy OShea
      Community Expert
      Nancy OSheaCommunity ExpertAuthor
      Community Expert
      February 3, 2022

      That would be nice but no such offer was made.  🙄

      I'm charging my phone and an extra battery pack overnight with hope for a better outcome tomorrow.  We'll see...

       

      Nancy O'Shea— Product User & Community Expert
      J E L
      Community Expert
      J E LCommunity Expert
      Community Expert
      February 5, 2022

      Wow, Nancy, that's probably the longest wait time I've ever heard about. I held for 51 minutes yesterday, calling my (major brand) bank. And it was to ask them to reverse a monthly maintenance fee they admitted they had no reason to charge me for in the first place. (Just a mistake out of the blue!) Funny, they didn't even estimate the wait time at the start, and they didn't have an option for a call back, either. Their online tool, mobile app, and robot chat are not available for that type of transaction dispute. When someone finally answered, I jumped, lol. Probably in fear I would accidentally hang up. Fingers crossed your call the next day went through faster!

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