customer service answer rate

[nasuku]

I have been waiting to talk to a customer service representative for the past 1 and half hours. This is non-peak time (9 PM PST). And I moved from position 27 to 13 now.

Does this mean viatalk can only service 10 people per hour in the customer service?

Isnt it time to improve this?

[jokeworm]

people who call in after you - if they have paid for priority support .. will join the queue before you.

So there may have been 15 or 20 calls from people who had
"priority" support as well as the 14 people who have been serviced so far before you.

[sysjes]

so pay for priority so your wait time will suck less...

[jokeworm]

my two priority calls were both answered within 3-4 mins.
I'd say it sucked MUCH less.

[Techhi]

How can I sign up for Priority service
I been on hold for 3.5 hours already and I'm going backwards.

there is nowhere to signup for the Priority service

I statred at caller # 40 at 8am today
I got down to caller #4 an hour ago now I'm caller #11

I'm very pissed off

benn waiting 20 days for my adapter or anyway I can log into my account been almost 2 weeks since I paid for the F-ing service

How can I sign up for Priority customer service

[kieranmullen]

Once you login to your web account you can upgrade to priority support.

I wonder can you cancel it later after this mess is sorted out or do they charge you a year in advance for that too? The site doesnt say.

KM

[ccureau]

The Priority Support is something that is billed monthly. After you're set up and working, drop it. Until then, it's invaluable.

It does seem a bit unfair to people who are still trying to get their new service started to do this...but I tend to think that if ViaTalk either had more staff or less orders to process this wouldn't be nearly as bad as it is now.

[ccamacho]

scattered postings on the forums indicating people waiting 30-60 minutes for priority support seems to indicate that this shortcut is drying up. If the priority support customer load is truly hitting critical mass then its not going to do much good soon. I guess priority customers will get through in the couple hour timeframe and the rest of us will be stuck in triple digits forever.

Not that I've tried to call. I've read enough posts to realize the futility of that.

[WithoutService]

Without priority service it seems impossible to reach anyone. That's a shame that you have to pay extra to get any customer service, it says something bad about the service.
We just canceled, there are providers who don't expect you to pay to get decent service. The stress of waiting on the phone only to get cut off, or sending emails into nowhere just isn't worth it. Better to have a service that works.