Why are we waiting?

I spent 40 minutes on hold one day this week with 2degrees. I was informed that I’m a valued customer and a ‘‘specialist’’ would answer my call ‘‘shortly’’.

I was pretty annoyed to have the specialist disconnect my call. Yep, you read correctly. A phone specialist grappling with the difficulties of answering the phone. Well, you say, this is just a one-off, try again! I did. Thursday night’s was my third attempt.

But since when is it OK for customers to spend 40 minutes waiting for service? Last month I waited 90 minutes for service in Johnsonville’s 2degrees store.

It’s not just 2degrees. ASB’s call centre often won’t even place you on hold. ASB informs you it’s experiencing higher than usual call volume and disconnects. Yep, a call centre that refuses to take calls. Again, this is not a one-off.

How about an alternative company? I would but this is happening in most companies.

ASB and 2degrees are among many companies which make well over $100 million a year in profit in New Zealand but underinvest in their customer service. This is not OK, and we should expect more of them.

The least we should expect is a phone specialist who can answer a phone!

Chris McDonald, Wellington