Need PFA's advice.
Called a very large company's customer service line, which closes at 7pm PDT. I called at 6:35pm. Turned out I reached the wrong department. The rep, who seemed friendly on the surface, quickly told me I needed the other department (which was correct) and said he'd "get me over there".
30 minutes passed. At 7:05pm, I got a voicemail mesasge: "Thank you for calling XXXXX department. Our normal business hours are 9am to 6pm Pacific Time. Please leave a message and we will return your call." Then, laughably, the mailbox was full and I couldn't leave a message anyway.
Clearly the guy wasn't waiting with me on hold for those 30 minutes. There was nothing to hold for -- the department I needed was closed 35 minutes before I called!
I spoke to someone who used to work at that company, who told me that it's common practice there for lazy employees to leave people on needless hold at the end of the day, wait until 5 minutes after knock-off time (so they get 15 minutes overtime pay), cut off the customer, and go home.
That's just about 100% what happened here.
My friend also told me that the company has clamped down hard on this behavior over the past 5 years, and started disciplining people whom they find doing it.
Since I have to call back tomorrow anyway to speak to that department, should I also take a few minutes to make an effort to report this asshole? It is likely there is a record of my call, because he had to access my account to see which department I needed to speak to.
FYI our entire interaction lasted about one minute, and was not at all contentious. Then the 30 minute hold came.
Punish the dickhead for lying and wasting 30 minutes of my time, or let it go because dude was possibly tired and just didn't have the energy to work another half an hour?
JEW MAKE THE CALL