detailed steps of losing 1hr 48min of your life calling tech support for a business line

- intro

- announcement of company name change and why we should continue to expect amazing service

- please listen carefully as options have changed

- personal line or business line

- how billing has changed and all the methods accepted which are listed on the website, then spell out the website

- choose cable tv, internet, or phone

- choose type of phone service for support for (3 options)

- explain how most issues can be solved by visiting website

- share that chat support is also available on website

- share that a survey will follow the call and how valuable the feedback is

- hold music begins

- looping message #1 announcing place in line

- looping message #2 to leave a callback number instead of waiting

- support agent eventually answers

- asks you to turn it off for 30sec and turn it back on again

- cannot solve problem

- puts on a brief hold of 7min (checks in once after 3min)

- returns to ask some basic questions

- another brief hold of 5min

- offers to escalate to next tier colleague

- transfers the call

- instantly get disconnected