Tuesday, May 17, 2011

Hold Music: A Form of Torture

I'm in technical support, and I spend a lot of time on the phone either with clients, or vendors, or a client's vendors, or any combination thereof.

Tonight, I've called a couple of folks who put me on hold for an extended amount of time, and have the absolute worst (in my opinion) music available. Is this a good idea?? I mean, have they thought things through? You can't NOT listen, cause you need to know when the tech comes back, but you really don't want to listen to it either.

I've been working on one of those things that goes one step forward, and then stops, and you have to do a dozen other things before you can take the next step, etc... By 9 pm, I've dealt with 7 things that SHOULD work, but mysteriously don't today... They worked yesterday, but they suddenly stopped and no one knows why. So I call tech support... and I'm put on hold, and get to listen to freakin TubThumping. In case you don't know what I'm talking about, but I highly recommend you don't click it.

"You should be all set sir," they say. "Just give it twenty to thirty minutes and you can start your business." Forty minutes later, I call back, cause the thing they said would work does not. Again, I call support. Again I'm put on hold. Mambo Number Five. Really?

"Gee, that's strange," he said. "That should have worked. Let me try that again." Another forty minutes go by, and still nothing. Yet again, I call support. "Just a moment, let me research the issue." I couldn't identify the garbage they put on for that hold, but it was horrible... "Yeah, we don't know what's going on. We can put a ticket in to our administrators, but they won't get to it right away, cause they're in Germany. Should be done by morning though."

So. Frustration, meets a lot of shoulder shrugging and irritating music, only to be forced into calling it a night.

Hope your day goes better than mine. :)