Tech support should not redirect my call to voicemail automatically after 20 minutes on hold.
I called back repeatedly today (apparently during a peak time) for an hour to talk to someone for PI assistance and could not get through. After about 20 minutes it redirects me to the voicemail. This is unacceptable and appears to be a turn for the worse for what I considered in the past the best customer service experience I have experienced. Please fix this ASAP. Thank you.
ADMIN RESPONSE
Aug 20, 2022
We have made the changes to the phone system and you will no longer be directed to voicemail automatically.
Hi Eric,
We have recently moved to a new Contact Center
for Tech Support and changed our calls waiting logic
to direct our customers to voicemail after 15-20 minutes of
being on hold, while maintaining your spot in the calls waiting queue.
We will remove this logic in the next few weeks and I'll update this thread once
the change is implemented.
