A letter writer is frustrated with how long she has to wait on hold for customer service.

Held hostage on the phone

BC Hydro, Telus, Shaw, etc. are the companies that I find are the worst for making their customers wait so long on hold.

I typed this email after just hanging up the phone with Shaw, where I just wasted one hour and 23 minutes of my life that I won’t get back, and I am quite angry.

After waiting on hold for all that time, I reluctantly hung up the phone and I still had not spoken to anyone.

Various voices kept telling me how “important” I was and to just keep holding, as well as letting me know that they had different things to offer me. Companies like this have you at a disadvantage while you are on hold and they take the opportunity to try and sell you upgrades.

BC Hydro, Telus, Shaw, etc. are the companies that I find are the worst for making their customers wait so long on hold. These big companies keep raising their prices, but they can never seem to find any extra money to hire more staff to man the phones, so that their “important” customers won’t have to wait so long on hold.

It doesn’t seem to matter the day or time you call, you almost always have to wait on hold for at least 40 minutes or longer. Sometimes I think that when they realize you have been on hold for a long time, they don’t want to press that button and speak to you because they somehow know that you will most likely be irate for having waited so long.

This goes hand-in-hand with my decision – do I hang up after I have waited for an hour or so, or do I keep hanging on because I could be next? I chose to hang up and immediately realized that I still had an unanswered question, and I will eventually have to call back again.

And if anyone is wondering, I have sent emails to these companies and I find the average time it takes to get a response is usually a week.

I just can’t figure out that in today’s world of everything going faster, this is the one thing that has remained the same since the telephone was invented.


S. Jane Stevens


Just Posted

White Rock RCMP seeking information about Aug. 16 assault

Man in 60s was injured around same time Paul Prestbakmo was stabbed to death

New recovery house rules, increased funding aim to prevent overdose tragedy

Changes ‘speak to issues’ highlighted by death of South Surrey’s Zachary Plett

Police hope to speak with witnesses from fatal 2017 stabbing in Surrey

Wally Rogers was stabbed outside his home near 88th Avenue and 144th Street on July 8, 2017

Surrey RCMP say municipal force approval a ‘challenging time’ for detachment

Province green lit the plan, joint committee for transition to be established

Police watchdog seeking witnesses in officer-involved Surrey shooting

This is the fourth incident within a one-week period that IIO is investigating

B.C. sockeye returns drop as official calls 2019 ‘extremely challenging’

Federal government says officials are seeing the same thing off Alaska and Washington state

Expanded support to help B.C. youth from care attend university still falling short

Inadequate support, limited awareness and eligibility restrictions some of the existing challenges

Ethnic media aim to help maintain boost in voting by new Canadians

Statistics Canada says new Canadians made up about one-fifth of the voting population in 2016

Cross-examination begins for B.C. dad accused of killing young daughters

Andrew Berry is charged in the deaths of six-year-old Chloe and four-year-old Aubrey in 2017

Dog attacked by river otters, Penticton owner says

Marie Fletcher says her dog was pulled underwater by four river otters in the Penticton Channel

BC SPCA overwhelmed with cats, kittens needing homes

Large number of cruelty investigations, plus normal ‘kitten season’ to blame

Memorial to deceased teen stays in place through Labour Day

Hundreds of tributes have been left at the Walnut Grove skate park

Wife charged in husband’s death in Sechelt

Karin Fischer has been charged with second-degree murder in the death of her husband, Max

Most Read