R S.
Phone IVR and online support need improvement
I am trying to get a warranty replacement part for my Moen faucet. I tried to register my product on the website and got a "server error" which said to contact them for assistance. I then tried calling them, but the IVR said to call them back on the next business day during business hours, which the IVR said was 8:00am - 7:00pm EST. The time I called was 4:15pm EST on a Monday. So, I called back the next day at about 10:10am EST. The IVR said wait time was 45 minutes, so I opted for a callback. 3 hours later, and I still haven't gotten a callback, so I am now on hold with a 65 minute wait time. NDidn't opt for the callback this time. The wait time continued to say "65 minutes", and eventually "66 minutes", but I DID eventually reach a customer service agent after about an hour. Shs said the wait time on the IVR is supposed to be "time remaining", so the IVR definitely needs work. The customer service agent was very nice and is sending me replacement cartridges. So, the IVR and the website get 1 star. Customer service gets 5 stars. Composite score, 3 stars.