Sadly, we’ve all had similar experiences.  Here’s mine:

Called a seldom-used vendor the other day to request a quote on a small project. Auto-attendant prompted me to dial my party’s extension if I knew it (I didn’t) or the department I wished to speak with (I picked one from the choices provided). Was placed in a call queue as “all representatives were currently busy with other customers,” but, I was assured, my call would be answered as soon as someone became available. A few seconds later, I was greeted with “Steve” so-and so’s voice mail. Steve’s recorded voice sounded pleasant enough so I planned to leave a message for him to call me back. Except immediately after the beep prompt, another recorded voice came on the line and said, “That mail box is full. Goodbye.”

And that was the end of the call. Not by my choice, but by theirs. Humph. (Note to Steve: you should clear your voice mailbox every now again, don’t you think?)

I immediately went to another vendor who gladly took my order (and my money). Think I’ll ever go back to the original vendor? Given that my second option worked out fine, it’s not likely.

Have you tried calling your own customer service lines lately? You just might find yourself in your own version of phone hell. If so, fix it. Fix it fast as if your business depended on it. Because it does.

Identifying and helping to correct poorly administered brand touch points is what we do here at 34 North. Let us know if we can help with your situation.