After being on hold for more than 90 minutes, I started to poke around to see what others' experiences were like.
I'm now on hold for more than TWO hours, still waiting for a human being. The background in this case is that we opened a ticket online (Sev4, as it's a new service). We've had decent back-and-forth with an engineer over the last few days, but then the engineer chose to escalate to another (internal) level as it was not in his wheelhouse. The engineer kept suggesting times for a call, we'd reply, and then the time would pass. He'd make another suggestion, we'd give a thumbs up, and again, the time would pass. Finally, he suggested he'd hand this to another engineer with better timing. Well, the next guy who picked up the ticket could not have a worse schedule for us. We're in Pacific time (GMT -0700), and the guy who picked it up is in Singapore: SGT (UTC +0800). C'mon!
If I want to stay late, I could potentially catch his early morning... but it's Friday here, and Saturday there, so now we won't here from the guy until Monday. Ugh.
His note suggests that if these times are not convenient for me (an understatement), I can call in to have the next available engineer help based on the current case notes. That's why I'm calling. Here I am, now well more than two hours into this call. I'm sick of the hold music, and wish I'd gone to the restroom first like before an epic roadtrip.
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