Imagine waiting on hold for so long that you could have flown to London and back twice. That's exactly what one incredibly patient South Australian Telstra customer endured during a customer service call that stretched to a mind-boggling 133 hours.
The Marathon Call That Broke All Records
This wasn't your typical frustrating wait on hold. This customer service session spanned over five and a half days - equivalent to watching the entire Lord of the Rings extended trilogy more than ten times back-to-back.
The record-breaking call began like any other customer service attempt, but hours turned into days as the customer remained connected, determined to resolve their issue. The final tally: 133 hours and 18 minutes of continuous hold time.
What Does 133 Hours Actually Look Like?
To put this staggering wait time into perspective:
- You could drive from Adelaide to Sydney and back twice
- It's longer than some entire work months at 8-hour days
- You could watch 66 full-length feature films
- It's enough time to cook 400 slow-cooked meals
Telstra's Response to the Epic Wait
When questioned about the extraordinary case, a Telstra spokesperson acknowledged the situation was "not the experience we want for our customers." The telecommunications giant confirmed they're investigating how any call could remain active for such an extended period without resolution.
"We're working to understand what happened here and how we can prevent it from happening again," the spokesperson stated, while emphasising that most customer calls are answered within reasonable timeframes.
The Human Cost of Waiting
Beyond the sheer time commitment, this case highlights the real-world impact of extended customer service delays. For small business owners, pensioners, and everyday Australians, excessive wait times can mean:
- Lost productivity and income
- Increased stress and frustration
- Missed important deadlines
- Essential services being disrupted
Is This the New Normal?
While Telstra maintains this was an exceptional case, many Australians are questioning whether extreme wait times are becoming more common. With remote work increasing and customer service centres facing unprecedented challenges, consumers are wondering if patience is becoming the most valuable commodity in telecommunications.
This record-breaking case serves as a stark reminder of the importance of efficient customer service and the incredible patience of Australian consumers when faced with systemic challenges.
