Not exactly lines, but being on hold for what seems like forever
qualifies. That is probably the most frustrating wait because a robo voice asks
you questions you cannot answer such as the party’s extension, last name,
reason for your call, on and on until you want to shoot the robo. If you’re
lucky you ultimately reach whomever who in all probability can’t resolve the
issue so you ask for a supervisor. “Please hold,” a human says, “I will transfer you.” Waiting, waiting and then Bzzzz. You are now
disconnected. Your choices then are redial and go through the same waiting
exercise once more or simply hang up and say the hell with it. That is
typically my choice.
Example: I received
an EOB (Explanation of Benefits) from my health insurance company. I’m one of the few people who bothers to read
it, understandably, but I did and noticed payment to a person I do not know nor
the doctor who examined this anonymous person’s eyes on my claim sheet. Being a good citizen, I called the insurance
company. BIG mistake. I waited and waited and waited until
something finally answered with the usual questions and then I waited, waited, and
waited for the supervisor in the claims department who could presumable resolve
this error. End of story. Did I really want to devote a good portion of my life
waiting for someone who questionably could be of help? No. So I hung up.
I think company CEOs should pretend to be a consumer and
call his/her toll-free number. Perhaps then,
the waiting waiting waiting will end.
