to think that answering calls is basic customer service?

[youhavetobekidding]

Tried to call Next to cancel Next directory. Voicemail says it'll be 26 mins before anyone is available to speak to me.

AIBU to think that for a customer facing organisation, that's not good enough?

Madness. But I'd email.

Try tweeting.

This why I much prefer email:

1. You can send it when you want

2. They have the details in writing, so can easily forward it through the organisation as needed

3. When they reply, you can read it at your leisure.

4. (for some people) having it electronic makes it suitable for low-vision aids, like screenreaders.

But I know I'm in a tiny, tiny minority .

Email was invented in the 1970s, the telephone in the 1800s. Says it all really ....

Maybe don't call on a Monday? It's the busiest day in call centres.

Oh and also, maybe they are dealing with other people and not just sat looking at the ringing phone thinking they'll leave it 26 minutes.

Try another day and don't get stroppy with the poor staff who are just doing the best they can.

What do you think the call centre staff are doing?

Does the next directory still require you to phone to cancel (and not email)? It certainly used to. They are probably dealing with all the other people who don't want their almost compulsory account charged £5 for a catalogue they don't want, but that's their business model.

Yes it's shit service but Monday will always be the busiest day to call a call centre. They're hardly sat laughing with their mates while the phone rings. They're dealing with other customers. And when you do get through, you won't appreciate them trying to rush you off the phone

I didn't know that Monday is the busiest day to call, that's helpful to know

I would always be pleasant to the individual staff, I understand it's not their fault.

My son deals with insurance claims. if anyone so much as suggests a complaint ( such as "I had to wait 2 minutes for you to answer) he has to fill out a complaint form which takes him around 15 minutes to complete-so delays him dealing with the next caller!