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PSA: My sister waited 2 hours on hold with her power company, then a rep fixed it in 6 minutes
My sister called her electric company here in Spokane after a billing error double charged her $312, and she sat on hold for 2 hours and 10 minutes before a human picked up. The rep apologized, looked at the account, and had the charge reversed in 6 minutes flat. So now I'm stuck on this: is that bad customer service with a good ending, or does the 2 hour wait still make it bad no matter what? My sister says she'll stay with them because the rep was so helpful, but I keep telling her the hold time is the real product they're selling. Other people I know say just use the app and skip the phone entirely, but the app is what messed up the bill. Where do you all draw the line between a rough wait and a company that actually fixes your problem?
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