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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

'We are currently experiencing a high demand for our services...'

47 replies

BiffChipsandKippers · 17/03/2023 08:28

So bloody sick of hearing this. Drs, hospital, bank, energy company (Energy company!!? You're making enough money, employ and train some more people!!). And then some further bloody automated message about doing things online- unfortunately not everything is possible online.

And then you often get through to someone who is grumpy and short (probably because of previous callers being pissed off at the wait for the phone to be answered/maze of options to navigate before you can speak to someone).

I am always polite and thankful for any help I receive but FFS, I'm not calling for the fun of it

OP posts:
NegativeNelly · 17/03/2023 08:32

We would if we could (NHS)....

bbyno2 · 17/03/2023 08:42

Been on hold to get through to gp for 45 mins now for my two week old baby who is poorly. Usually takes me 90mins or so and often all appointments are gone even though I ring as soon as the line opens! Pray for me

Original poster
BiffChipsandKippers · 17/03/2023 08:51

NegativeNelly · 17/03/2023 08:32

We would if we could (NHS)....

Do you have a problem with comprehension? The comment re employing more people was specifically re energy companies

OP posts:
Original poster
BiffChipsandKippers · 17/03/2023 08:51

bbyno2 · 17/03/2023 08:42

Been on hold to get through to gp for 45 mins now for my two week old baby who is poorly. Usually takes me 90mins or so and often all appointments are gone even though I ring as soon as the line opens! Pray for me

Good luck! I hope baby is ok

OP posts:
Peterbear · 17/03/2023 08:52

I agree. Customer service is shocking in this country. Automated ansa machines drive me nuts and modern life admin is bloody soul destroying. There's been other threads on this recently. I hear you op.

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

justasking111 · 17/03/2023 09:06

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

Send them an email now. Nurse could do it. Attached photos helpful

MoonSea · 17/03/2023 09:07

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

Did you explain the situation to them? My GP has emergency appointments and usually fit babies in.

Maiyakat · 17/03/2023 09:11

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

If your health visitor has said he needs to see the GP contact her. If she contacts the GP surgery I suspect an appointment may become available....

FriedEggChocolate · 17/03/2023 09:14

I was trying to contact our local police to get in touch with an officer assigned to a specific case. System wouldn't recognise my saying their name so I had to wait in the queue to be answered. High level of demand whenever I tried. Successful call took 35 minutes to get an email address for the officer.

KeHuyWinner · 17/03/2023 09:24

I think it's just a stock message for virtually everywhere now. I noticed a lot of places started doing it at the start of covid for obvious reasons but then just never stopped.

NegativeNelly · 17/03/2023 09:28

No need to be rude back I'm just explaining that we can recruit all we can but we can't fill the positions they probably have the same issues too

Allthegoodnamesarechosen · 17/03/2023 09:28

Peterbear · 17/03/2023 08:52

I agree. Customer service is shocking in this country. Automated ansa machines drive me nuts and modern life admin is bloody soul destroying. There's been other threads on this recently. I hear you op.

It is the same everywhere in Europe, though. Dealing with the nationalised electricity supplier in France is a nightmare, we once held on for an hour and 29 minutes to try to change the tariff we were on ( it was not possible to do this on line, it had to be on the phone). A friend in Slain goes pale at the thought of ringing her supplier!

I suppose we have just removed all the customer interfaces, because we didn’t want to pay for them, we preferred ‘cheaper’ energy.

Allthegoodnamesarechosen · 17/03/2023 09:29

🕶😈 Spain,,of course.

Seeline · 17/03/2023 09:34

It's shit customer service everywhere. We're trying to buy a new car at the moment. Twice we have made appointments to test drive a vehicle and twice the person has not turned up - these are proper car dealerships for the make of car. Finally got to test one last weekend and have spent the week emailing and phoning trying to get someone to basically take our money. And it's quite a lot of money!! No one getting back to us.

5foot5 · 17/03/2023 09:35

Agree 100%

I have this every time I have to contact my pension people.

"We are experiencing an unusual volume of calls." No, it always takes at least 40 minutes before anyone picks up the phone. This is your normal.
Then they helpfully tell you about what you can do on line. Fuck it I know that. Do you think I would be hanging on like this if I could do this online?

LittleFingerStrength · 17/03/2023 09:39

Seeline · 17/03/2023 09:34

It's shit customer service everywhere. We're trying to buy a new car at the moment. Twice we have made appointments to test drive a vehicle and twice the person has not turned up - these are proper car dealerships for the make of car. Finally got to test one last weekend and have spent the week emailing and phoning trying to get someone to basically take our money. And it's quite a lot of money!! No one getting back to us.

It's a wonder they are still in business.

Museya15 · 17/03/2023 09:42

It's psychological ploy so you hang up and they don't have to deal with you.

Redbone · 17/03/2023 09:46

It seems to be particularly bad at the moment, due in part I feel because many are working from home and simply not bothering to answer the phone. Has anyone ever managed to get through to Aviva or Thames Water by phone I wonder?

Jellycats4life · 17/03/2023 09:51

Every call centre you ring has that message about “currently experiencing high demand” and it really annoys me because it’s a lie.

It’s not unusually high demand, it’s your usual level of demand. You just don’t have the capacity to deal with it.

Rebel2 · 17/03/2023 09:51

Redbone · 17/03/2023 09:46

It seems to be particularly bad at the moment, due in part I feel because many are working from home and simply not bothering to answer the phone. Has anyone ever managed to get through to Aviva or Thames Water by phone I wonder?

See people say this but I work in a contact centre and the majority are so heavily monitored. I don't think a lot of people understand how it works

You don't choose to answer the phone, it beeps and the call is there, you can't not answer it
The only way you can not answer it is if you're doing something like emails, you're on another call, on lunch or in the toilet. These are also monitored. My screen and calls are recorded
Call avoidance gets you sacked

Pythonhyphen · 17/03/2023 09:54

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

Phone the HV hub and explain you're unable to secure an appointment- they can usually help.

GoodChat · 17/03/2023 09:56

bbyno2 · 17/03/2023 09:02

On hold for 55 mins, rang soon as they opened. No appointments left so have to wait until Monday. I think his cord is infected the hv told em to make a gp appt, so what do I do, this is why people end up in a&e

That's shocking. They have to see children under 5 same day. Call 111, they'll get you an appointment. Then make a formal complaint.

Babyroobs · 17/03/2023 09:59

YANBU . DWP benefits departments are the worst. The assumption that vulnerable and sick/ disabled people or their relatives/ carers can hold on for an hour to sort problems regarding money that is vital to their survival is truly awful.

bellac11 · 17/03/2023 10:03

Its unbelievable, it is the stock excuse to everything these days