UPDATES: December 10, 2020: CALL WAIT TIMES IN DEMONSTRATOR SUPPORT

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UPDATES: December 10, 2020: CALL WAIT TIMES IN DEMONSTRATOR SUPPORT

Blythe Klipple

CALL WAIT TIMES IN DEMONSTRATOR SUPPORT

We are experiencing unprecedented call volume in demonstrator support. We recognize that this is frustrating for those of you who are trying to reach us. This current situation is frustrating for our agents as well—we want nothing more than to provide you with exceptional support and service levels.

Here’s some additional information we’d like to share about this current situation:

  • Our agents are working overtime and we’ve hired six new agents in the Riverton call center to help with the volume.
  • Many demonstrators are calling to place orders. Placing your order through the website will be much quicker.
  • We have multiple communication methods including chat, email, and phone support. Our chat channel currently has the shortest wait time. Please note that wait times may change depending on volume changes.
  • We are receiving a lot of calls regarding orders placed in Canada on 1 December. These orders were stuck in the port of Winnipeg—but should start moving today with deliveries starting tomorrow.
  • There was an issue with 135 orders on 2 December that were supposed to ship second-day air and didn’t. We communicated that those affected needed to call in for a refund by yesterday and that we would start entering coupon codes today. Those codes will be entered today and tomorrow.

Thank you for being patient and kind to our agents—they are working hard to support you.


Blythe Klipple
Updates Coordinator
blythek@mac.com



Blythe Klipple, UPDATES/FAQ COORDINATOR