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  #1  
Old 10-13-2010, 06:28 PM
Flygirl 152's Avatar
Flygirl 152 Flygirl 152 is offline
 
Join Date: May 2006
Location: Northern California
State: California
Professional Status: Certified Residential Appraiser
Posts: 1,164
Default tech support

Why do I wait on hold for so long for tech support?

Every time I have found it necessary to call tech support within the past year, I have been on hold for 40 minutes to 1 hour. The other day, a colleague called in on my other line. I told her that I could not talk to her since I am waiting on hold on the other line for ACI. After my problem was solved, I telephoned her back. She mentioned that I must have really had a big problem since it took me so long to get back to her. I explained that every time I call tech support, the wait time is NEVER less than 40 minutes, no matter what time of day, morning or evening I call. She uses Alamode, and said she has never waited on hold for their tech support for more than 5 minutes.

Although everyone at ACI is really accommodating, this is an area that they really need to improve on.

Instead of waiting on hold, I tried emailing the support staff that helped me before, thinking this may expedite things. But alas, they don't answer my emails. Not even the day after, or two days after. Just no answer.

Right now I have been on hold 41 minutes waiting for what will likely be a 2 minute fix conversation. While I wait, I look through their on-line manual for the answer to my questions, however I don't always find the solution. Now it's 44 minutes I've been on hold. Frustrated!
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  #2  
Old 10-19-2010, 11:35 AM
Edward OConor Edward OConor is offline
 
Join Date: Apr 2006
Location: Long Island New York
State: New York
Professional Status: Certified Residential Appraiser
Posts: 991
Default

Quote:
Originally Posted by Flygirl 152 View Post
Why do I wait on hold for so long for tech support?

Every time I have found it necessary to call tech support within the past year, I have been on hold for 40 minutes to 1 hour. The other day, a colleague called in on my other line. I told her that I could not talk to her since I am waiting on hold on the other line for ACI. After my problem was solved, I telephoned her back. She mentioned that I must have really had a big problem since it took me so long to get back to her. I explained that every time I call tech support, the wait time is NEVER less than 40 minutes, no matter what time of day, morning or evening I call. She uses Alamode, and said she has never waited on hold for their tech support for more than 5 minutes.

Although everyone at ACI is really accommodating, this is an area that they really need to improve on.

Instead of waiting on hold, I tried emailing the support staff that helped me before, thinking this may expedite things. But alas, they don't answer my emails. Not even the day after, or two days after. Just no answer.

Right now I have been on hold 41 minutes waiting for what will likely be a 2 minute fix conversation. While I wait, I look through their on-line manual for the answer to my questions, however I don't always find the solution. Now it's 44 minutes I've been on hold. Frustrated!
I did hear of a phone app that will allow you to call a number and wind your way through to the waiting point. Once there you push a button on your phone that will keep the line open. When the tech finally gets to your call he is told to push #1. When they do your phone rings. Unfortunately, that's all I know about it.
  #3  
Old 10-19-2010, 11:38 AM
CJ1234's Avatar
CJ1234 CJ1234 is offline
 
Join Date: Jan 2008
State: Minnesota
Professional Status: Certified Residential Appraiser
Posts: 304
Default

Leave a message. Honestly, I think they get to you faster.
  #4  
Old 12-13-2010, 10:52 PM
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AppraizinAZ AppraizinAZ is offline
 
Join Date: Dec 2006
Location: Phoenix
State: Arizona
Professional Status: Certified Residential Appraiser
Posts: 382
Default

I've never waited more than 4 minutes for Wintotal either...I HATE ACI
  #5  
Old 12-26-2010, 01:55 PM
CindyR CindyR is offline
 
Join Date: Oct 2003
State: Arizona
Professional Status: Certified Residential Appraiser
Posts: 630
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Quote:
Originally Posted by CJ1234 View Post
Leave a message. Honestly, I think they get to you faster.
I left them a message 2 weeks ago and they did not call back until i called again and told them i had been waiting for 2 weeks.
  #6  
Old 12-27-2010, 10:52 AM
AppraizinAZ's Avatar
AppraizinAZ AppraizinAZ is offline
 
Join Date: Dec 2006
Location: Phoenix
State: Arizona
Professional Status: Certified Residential Appraiser
Posts: 382
Default

When you think of how much money companies spend on customer service...all those "pep rallies" they give to their staff...then they understaff,underpay, under educate and finally outsource...
  #7  
Old 12-27-2010, 12:08 PM
fritzvogel's Avatar
fritzvogel fritzvogel is offline
 
Join Date: Dec 2004
Location: Albany, NY
State: New York
Professional Status: Certified Residential Appraiser
Posts: 1,616
Default

$400. a year to wait 30 minutes a call for a 2 minute fix is a rip off.
  #8  
Old 02-12-2011, 01:48 PM
BlackLabs's Avatar
BlackLabs BlackLabs is offline
 
Join Date: Jul 2006
Location: Near Cape Cod, MA
State: Massachusetts
Professional Status: Certified Residential Appraiser
Posts: 141
Default

Check out Despair.com http://www.despair.com/cudi.html -and look for the following Posters. These must be hanging at ACI World Headqaurters.
Customer Disservice
Because we're not satisfied until you're not satisfied.
Customer Care
If we really cared for the customer we'd send them somewhere better
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