YOU LOG ON TO SUPPORT. IT SAYS 7 MINUTES WAITING. 30 MINUTES LATER IT SAYS 2 MINUTES
THEY ARE BLOODY USELESS
Unfortunately, most online or telephone support has the same problem. When an agent commences a support session, there is no way to know if the issue can be resolved in one minute or thirty. The chat/phone system uses some algorithm to determine the wait time displayed based on the number of callers in the queue and an average time of the incident interactions and number of agents available. If you are unfortunate to call when there are 3 30 minute problems, the wait time system gets all out of wack. This is not the fault of the agents or the company.
I have had experiences going in both directions. Sometimes the wait was indicated as 7 minutes and it was actually 20 or more, and another time the wait was listed as 7 minutes and I was connected 1 minute later.
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