The Customer Care department is committed to providing you with expert assistance in a timely manner. Your satisfaction is very important to us, so we are constantly evaluating our performance and looking for new ways to improve. An important statistic that we use to gauge our performance is the length of time customers spend on hold when they call in to Customer Care. On average days, we handle around 400 in-bound calls, and our goal is to answer each call within 45 seconds. Typically, 73% of all customers are kept waiting less than 45 seconds before they speak with an agent.
Customer Care’s busiest hours are between 8am and 1:30pm Pacific Standard Time, so if you are calling during this period, you may experience a slightly longer hold time. If your question requires an immediate response, and if you are unable to call outside of these hours, you can save time by using the Interactive Chat tool. This feature allows users to communicate with one of our Customer Care representatives, in real time, through instant messaging software. So far, we have received an overwhelmingly positive response from customers who have used the Interactive Chat tool; please try it out and let us know what you think. If you have any additional questions, please contact Customer Care Monday through Friday 7am to 7pm PST.