Calling DPAC

[FairyGodMother]

I don't know about anyone else, but has anyone else noticed that it seems to be alot more waiting than usual when it comes to calling DPAC? I have tried all hours of the day and usually the only time I am not holding for 10+ minutes is when I call way later in the day. Like, after 4-5 pm eastern time and the worst times being between about 8-2pm. Anyone else notice that? Never had this many holding times except during the retrofit times.

[Parts007]

Try the chat. At least you can get work done while you are waiting.

"It's a great day here at the Dealer Parts Assistance Center (DPAC)."

[jaybird62]

Try the chat. At least you can get work done while you are waiting.

"It's a great day here at the Dealer Parts Assistance Center (DPAC)."

that is what i do now... i thought i would not like it at all, but like you said, atleast you can keep working

[FairyGodMother]

Try the chat. At least you can get work done while you are waiting.

"It's a great day here at the Dealer Parts Assistance Center (DPAC)."

I used to use the chat but since I am getting nothing but the foreign agents I don't bother. Nothing against them, I just usually get told the wrong information and end up having to call the phone number anyway. One chat agent swore up and down to my sprint guy that a part was sprintable but thankfully I trained him better so he questioned it and had to teach the chat agent how to know if a part can be sprinted or not. And every single time one would say they would call me back I never got a call so I would have to call in. I heard from one of my favorite chat agents that they removed the US based chat agents back in May or something so I refuse to use the chat now and I am not the only dealer they have lied to. The Queen one the other day told my spring guy they sent something over express direct for him but didn't. I think he is starting to see the chat isn't work anymore because he will come in and tell me about it and I end up having to call the number and find out he was lied to or they were wrong. If you get the right agent on the phones, you don't usually end up being on the phone too long anyway once you get the agent so getting stuff done is not difficult at all. If I get Eric Jeff or April (with her I just hang up because she is rude and the last time I had her it took her over an hour to add a SPAC case for me and call me back) I know I am not getting anything done. If I get Ashley Callamina Gordon or Beth I will because they are quick and my calls with them never last more than 10 minutes. Trick that I learned from my sprint guy, when it comes to parts marked local only on PWB+, before you place the order, check OEC and make sure each of you have your settings correct and let them know you are placing the order and adding the SPAC as you are doing it so they can be ready and waiting to pick it up. I swear my sprint guy was the best hiring decision this company has ever made.

[AlanHomes]

Might as well be Green Acres with the candlestick phone on the outside telephone pole

[FairyGodMother]

Might as well be Green Acres with the candlestick phone on the outside telephone pole

And yet I would still prefer calling over the chat because at least when I call I get accurate information about 99% of the time (again depends on the accent attached) (meanwhile those same people are now the only people in chat and are always lying to me. Jokes on them, I know more than they think about their job, hence how I can answer questions that most people can't) One that I talked to today tried to tell me that my order cancelled because I didn't order it before cut off. It was a CSO1 order and it wasn't cancelled, I was calling for an ETA. When I pointed out that that wasn't true, they argued with me saying I was wrong. I asked for a supervisor and he hung up on me. When I called back I got a nice gentleman by the name of Preston and he informed me of the correct information and said he would let his leadership know because the other agent hanging up on me for pointing out that he might have the wrong order pulled up was not okay. 2 or so hours later I get a call from someone named Jay or something (couldn't understand his name that well) who said he listened to the call and apologized for the agents behavior. I knew I should have just hung up when the first guy answered.