How Long To Hold In Queue?

[bainbrig]

I've had the awful music from Baxi for over 20 minutes now, no messages any more, just the music... should I give up? If not, how long SHOULD I hang on for someone to reply to their phones?

I have a boiler not working (chilly too).

BB

[emmie]

i held on for 40 minutes to the local hospital appointment line and got nowhere, they simply don't answer, so i share your predicament.

[dannyk13]

I would hang up and try again in half an hour.

[bainbrig]

Trouble is, as there's no 'your place in the queue is number ninety-eight', you don't know whether hanging up and trying again will drop you down again.

Baxi have apparently 'won awards' for 'customer service excellence'....

BB

[emmie]

obviously misguided, winning awards should be about putting your customers first, not on hold.

[dannyk13]

Sounds like that might be undeserved.

[bainbrig]

I'm always extra suspicious when the messages stop (you know, the 'we're awfully sorry about keeping you waiting for so long, we really are very keen on talking to you, blah blah blah'. Well, obviously a lie, but at least you get the idea they're still on the line.

No message element now for 20 minutes, just the bleedin' music.

Disinclined to ring off, as it's only 2p a minute.

BB

[Spicerack]

I had a cheap phone that went silent when you were in a queue and rang when somebody answered. Dead handy.

[Peter Pedant]

I thought being serious that was a theorem that said you couldnt estimate the answer time on time waited
BUT
in a model you can exclude all those models which would have answered already,

and I think it is a 90% chance of a third more
( wait an hour - 90% chance of waiting a further 20m)

on a math formulation that the longer something HAS lasted, the longer it WILL last - erf has lasted 15 bn y and so i v likely to last for 5 bn more ....

argument is based on - as you wait longer the mean waiting time in that model is creeping up ......

[ducksie]

I just rang them BB - not because I have a Baxi but to see how long to hold, I went on they website to see if there was online customer support, no, but All lines were open was flashed on screen, I got a reply, I think you should hang up and try again - this is the number I dialled 0330 678 0917

[bainbrig]

Yes, ducksie, but did you speak to a PERSON?

[bainbrig]

I ask because I've got a landline and a mobile. It's the mobile that's been on hold for 30 minutes. I tried on the landline (same number as you), and got the automated system, ending up with the damned music. So, did you speak to someone?

[ducksie]

Yes Bainbrig, I waited a few minutes, went through the options and a gentleman told me his name and how could he help me today, I then just hung up - sorry - I was distracted there for few minutes

[bainbrig]

Well, you've got a magic phone. On my mobile it's now been 50 minutes, and as I say, trying it on the landline just gets me to clicking the keypad for options, then switches to the music.

Odd.

I'll do it on the landline again, now, and see....

Well, it's 1028 and into the music and messages...

Now it's stereo (music from two phones)...

1032, still the noise...

1033, that's five minutes, I'm giving up on the mobile (it's louder)...

I've left the landline blaasting out.

BB

[bainbrig]

Perhaps they know it's me and have put the block on me? Some would.

I'll try it from my partner's phone (different number...)\

BB

[237SJ]

Monday morning is always going to be the busiest time with most companies. I waited 50 minutes for Orange to answer their phone once. In that time, I wrote my work roster in 2 diaries, did a load of washing and hung it out. When I wrote to complain about holding times I told them about all of the chores I had managed to do whilst waiting and asked if that was a record. They wrote back and said they were very glad I was able to use the time so productively.

[bainbrig]

And finally...

Re-rang on my mobile, waited 1 minute, got through. Extremely odd all round, but only thankful that engineer is coming tomorrow (can't really complain about that, either...)

BB

[jakep]

We had a Baxi boiler for 15 years.
Paid £38 per month.
Whenever I eventually got through on the phone there was always a wait for an engineer to call, anything from 3 to 7 days. Often he would assess the problem and have to book a visit to come back with the part.
Have just had a new Worcester boiler fitted by a local firm.
I feel your frustration!
Why would they block your number though?

[ducksie]

I'm so glad you got through BB, I dunno why I got an answer straight away, I guess it was just luck - I was only doing it to see would i have the same wait problem as you,I hope they won't leave you waiting half of the day tomorrow to call around, I hope they gave you an estimated time that the engineer may call

Ducks

[anneasquith]

Never phone on a Monday morning, everyone else is, evening is best .

[bainbrig]

Monday morning was dictated by (a) boiler going kaput on Sunday morning and (b) it being freezing.

BB