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Eliminate "no agents" message from ClientCare

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eschiff
Level 4

9/27/13

The following message is incredibly frustrated after waiting 30+ minutes for ClientCare:

 

"There are no agents available to chat with you right now. Please try again later."
 
If ClientCare truly is a 24/7 service (Monday - Sunday: 24 Hours) then this can never be true.  I tend not to call because if I call I won't have a record of our discussion.  I'm willing to wait longer than the estimated amount, and I understand the estimated wait time can be difficult to get to since the complexity of a client's question will differ on a case by case basis.  While I don't like waiting 30+ minutes for ClientCare, I understand estimating optimal staffing isn't going to allow for a client's desired wait time for each interaction, but to boot me crushes my soul.
 
I had a colleague tell me that the message was funny in a Dilbert sort of way when I told them about this message before.  Please help my sanity and allow me to wait as long as I'm willing to wait or just don't allow more people to enter the queue.  The tease of being connected and then ultimately being dropped messes with my head.
3 Comments

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everbeek
Level 1

9/29/13

Eli - I am accountable for Adobe's Customer Care organization and I apologize for the experience you received. It is certainly not what we would want for our customers who need help with their Adobe products. I am personally looking into how this occurred and will share with you how we will proceed. I appreciate your continued feedback on your experience and would offer to you (and others) my contact information if you would like further dialog on how we are doing or have additional concerns.

 

Thank you for your patience regarding this.

 

Erik Verbeek

Sr. Director - Adobe Customer Care

everbeek@adobe.com

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eschiff
Level 4

9/30/13

Thanks Erik.  This message typically comes up after waiting for about 1/2 an hour.  The wait times aren't typically that long, so that doesn't bother me as much as being kicked out of line when I've waited so long.

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