If there’s one thing I cannot stand when calling for any type of support, it’s wait time. Being on hold forever is frustrating, to say the least. When it’s a dire situation and you have to listen to countless promo audio recordings while you wait to speak to a real person, it grows incredibly tiresome. I have a cell phone with Unicel. Unfortunately I’m on a 2 year contract with them, because at the time they didn’t offer plans without a 2 year contract. The worse problem is, however, that I’ve called probably 3 times in the last couple of months and have been on hold waiting for a representative for no less than 45 minutes each time. That’s ridiculous, and I’m not exaggerating the wait time. While I wait I hear audio recordings promoting Unicel products, customer satisfaction, and how great this company is. Nothing could be further from the truth. Each time I speak with a rep, I tell them of the wait time and they assure me that the company is working on the issue but that it’s because of an influx in customer growth and new services being offered… that was nearly two months ago, I’m still on-hold for over an hour the last time I called.
I’m very tempted to call and record the entire waiting process and post it online, I think there a few people who’d be amazed at how poor this company is at attending to its customers. So, here’s my 2 cents. If you want a cheap cell plan, look around at all of the carriers. If you live in rural northeastern United States, try not to go with Unicel. If you don’t want to be on hold for a long time when you have a service issue, don’t go with Unicel as I’ve found the average wait time to be well over 40 minutes. If you don’t want to get excuses as to why the service is so bad, don’t go with Unicel. In a nutshell, until Unicel gets their act together, don’t just stay away from the company ## RUN!
I do feel bad that I explain my frustration with customer service reps who can do nothing about the lousy process this company has set up, but maybe they’ll look for a better employee who provides a work-able environment for their staff.