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 LATEST TOPICS |  FORUMS » GENERAL DISCUSSIONS » SO YOU MAKE US WAIT 20 MINS ON PHONE TO ...
Subject: So you make us wait 20 mins on phone to then drop  us and call us back
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Ian_E Apr 18, 2017 11:54 AM Reply | Bookmark
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Really apreciated waiting 20 minutes on the line for the call to end by saying I will be called back.


Garbage.

Topic URL: http://forums.ncix.com/forums/topic.php?id=2755436

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Christian_H15 Apr 18, 2017 12:19 PM Reply | Bookmark
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Same thing here. This will likely be the last time I ever deal with NCIX.

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Fire Fire Fire... Apr 18, 2017 12:25 PM Reply | Bookmark
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whaaaa. do you need a diaper change.
They do offer call back service. If on hold wait time will cancel after a certain time to prevent you from waiting for a long time.
Many companies are the same way.

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Ian_E Apr 18, 2017 02:16 PM Reply | Bookmark
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There's a difference between call back option right away and making you wait 20 mins to force you using the call back option.

There are a lot of better companies out there , there's a reason why NCIX is a last resort when it comes to ordering.

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Lariat06 Apr 18, 2017 03:09 PM Reply | Bookmark
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Quote: (Fire Fire Fire... @ Apr 18 2017, 12:25 PM)

whaaaa. do you need a diaper change.
They do offer call back service. If on hold wait time will cancel after a certain time to prevent you from waiting for a long time.
Many companies are the same way.


The call back service is trash.

You call for tech support / RMA, wait 20 minutes and get kicked off the line. The person who calls you back won't even help you with an RMA and they transfer you back to the same line on hold again.

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Poison Ivy Apr 18, 2017 03:12 PM Reply | Bookmark
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One thing I've learned over many years of being on hold is don't hold if there is a callback option. It's there for a reason :P

I've never had much of an issue with NCIX. Last dec I ordered some weirdo "open box" items that apparently no longer existed. I did have to play phone tag but I eventually got it handled and received a full refund for the missing items.

I've seen people complain on this board about NCIX CS since I first found the forum in 2005. I don't think it's that big of a deal :P That's why most big online companies don't have message boards, lol.

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Lariat06 Apr 18, 2017 03:23 PM Reply | Bookmark
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I was actually just emailing Greg to ask him a question about this call back feature....

The problem I'm having is you call the Tech support/RMA line and you wait 20 minutes, get added to the call back list. This would be fine, but the people who call you back can't actually help you with an RMA. What's the point of them calling you back then, the 3 times I tried it they just transferred me back to the hold line for another 20 minutes.

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Greg * NCIX.com Apr 18, 2017 03:30 PM Reply | Bookmark
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Quote: (Lariat06 @ Apr 18 2017, 03:23 PM)

The problem I'm having is you call the Tech support/RMA line and you wait 20 minutes, get added to the call back list. This would be fine, but the people who call you back can't actually help you with an RMA.

Yup, that's a problem.

I asked the Customer Care manager, he's already put in a request to have a separated callback queue for the RMA team.

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Greg * NCIX.com Apr 18, 2017 03:34 PM Reply | Bookmark
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Quote: (Ian_E @ Apr 18 2017, 02:16 PM)

There's a difference between call back option right away and making you wait 20 mins to force you using the call back option.

I think there's a plan in place to offer that as an immediate option, but in the meantime you can place a callback request right from the website. It's on the right sidebar.

I would definitely suggest using the online callback system over waiting on the line for someone to answer. If the Customer Care department is shorthanded, call times can definitely be much longer than we'd like them to be. :(

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