After being on the phone with someone last night, I had to schedule a follow-up call back for tonight (because their system was down at the time). That time was over an hour ago and I am still sitting here by the phone! All I can think is that they didn't put the reminder in with the Timezone I specified when I set up the call. Do I have to waste my entire night sitting here waiting for a call?
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Understand that. Just looking for someone with an idea or history of how they have handled it before. Thanks!
start over with YOU calling them again... tell the 1st responder your case # (they should always give you one, especially if they schedule a callback) - OR - if that was part of "down system" , tell them that you simply did not receive a scheduled call back
They didn't provide me one because I sat through the 30 minute wait to speak to someone "live".
Pro-activity is your only option, methinks
Call back using the same process that you did before - tell the 1st responder that your call did not come - I have no idea whether this will succeed, but I know that merely waiting is almost certain to fail to resolve whatever your issue may be.
If the "system" was failing then, it is likely that the scheduling/reminder-notification 'system' was failing as well
Polite assertiveness would be my play...
Didn't call when scheduled
