30 min isn't acceptable I agree.. BUT to put things into prospective a little here.. Avg hold time during busy periods for Rogers, Primus, 3web or any one of those companies.. is over 30 min..
This isn't an excuse, but some people simply fly off the handle a bit if they have to wait 10 min even.
10 or up to 15 that fine. But that is not what I am saying here. At one time they use to pick up the phone less than 10 minutes. Check their forums it is an issue.
When it will be sorted out wont be for awhile since they got their hand full with their new cable service and so on.
So people should know what is happening. Regardless, they are still the best ISP to have.
10 minutes is a long time to be on hold. I don't call customer service for any company I deal with very often but it's been years since I've had to wait more than 5 minutes to get through to customer service.
We are working hard to correct the wait times with new hires and more training and automation. They've come down significantly from a month ago and they're only going to continue to drop with the efforts we're making. The goal is to get back to being able to pick up the phone immediately without wait, and things are definitely heading in that direction, so bear with us and we'll have it back to what you're used to as quickly as we can.
I am so glad that everything has went well and that you are enjoying the fantastic service that we offer. If you have any questions in the future, do not hesitate to let us know through our »/fo ··· avdirect forum so we can help you in any way!! Thanks again for being a Teksavvy customer.