Last week, my 3-yr old Atla died, so I ordered a new Inspire HR. Soooo excited to get it with all the new features, and it arrived today. I rushed to add it to my app and update it, only to have the update fail multiple times. I followed all the instructions on how to fix the update issue, then went online to research other solutions. Finally, I resorted to calling the help desk, which in my experience (identifying my Alta issues) was about a 10 minute wait. This time, I spent 40 minutes waiting for a representative, listening every 30 seconds to the annoying “your call is very important to us, please hold for the next available advocate”. So I listened to that outgoing message about 70-80 times. Once the advocate (can’t they just call themselves representatives or Associates?) came on the line, he informed me in about 2.5 seconds that they were having back-end issues with updates and to try later (it’s now 5 hours later and the issue isn’t fixed, btw). Changing the outgoing message is very simple, and if they could have just updated that to include something about the issue, I wouldn’t have had to wait 40 minutes, and they wouldn’t have had to tie up all their advocates to answer my simple question and could have been helping people with issues they could fix. I see now that there is this type of issue-update message on the top of their website page, but when I was googling how to fix my issue, that message didn’t appear at the top of help pages. So my request is just that they change the outgoing hold message to include the awareness of the issue too. Thanks for listening to my suggestions.
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