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Call Center Wait Time Ridiculousness!

Community Expert ,
Feb 02, 2022 Feb 02, 2022

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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...."

 

Me having a "Karen" momentMe having a "Karen" moment

 

 

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Feb 02, 2022 Feb 02, 2022

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

Sometimes they actually call back.

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Community Expert ,
Feb 02, 2022 Feb 02, 2022

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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
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Feb 04, 2022 Feb 04, 2022

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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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Community Expert ,
Feb 04, 2022 Feb 04, 2022

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Sadly, not.  I still haven't gotten through to a CSR.  Our Internet & phone service went down yesterday, possibly weather-related.  

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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