UFC usually does a number on the call centers. People really need to order ahead of time...
I got this message once when I had some missing channels (before the online refresh was established). I was annoyed, but then realized it was better than putting me on hold for all eternity.
I've used the callback service a few times, never had a problem.
In fact, once when a rep was transferring me to another department rep, I got disconnected. I was pissed thinking I'd have to call back and wait in the queue for another 15 mins or use the callback again, but I received a call within 30secs from the rep whom I was to be transferred to.
That actually impressed me.
Now in terms of actual information that some of the reps are able to provide, that is sometimes less than impressive (had some troubles trying to arrange for a Home-Away-From-Home installation). But thats another story.
You want really poor customer service? Try dealing with Bell (prepare to be overbilled) or Primus (ineffective timewasters).
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