February 2024 by Josh Via
Regrettably, I encountered an extended 46-minute wait before reaching a representative, likely due to the busy season. My inquiry was related to a customer's ordered part, and the associate on the phone was unable to assist without specific information, which I didn't have at the time. I asked about tracking previous activity on our account to verify the part's status, but unfortunately, I was told assistance couldn't be provided. It would be beneficial if a company of AO Smith's stature had established procedures for investigating such requests, especially for their account holders. Perhaps there's an opportunity for improvement in how inquiries are handled by the call center staff. #constructivefeedback
