[beerbaron23]

What is happening is that they are telling you to restart it and to call back later because that's there main goal, to get you off the phone asap in any way possible. Most of the time you get the "authorization" when the call center is not as busy and the rep is allowed to take time (with you on hold) to fill out the return info and follow through with what they should have done during the first call.

I wouldn't get angry at the rep, it's the managers that pressure this kind of behavior in full force, if it's busy and you are on the phone for more then 4 mins, a manger comes over and stands behind you and tells you what to say to end the call even if it doesn't make sense and guaranties the customer has to call back...

To get the best level of service you have to call when it's not so busy. Never call on a Monday or early in the morning, that's when it's the most busy. Slow times are Wed-Fri 1:30pm to about 6pm then anytime after 10pm. Sundays are a good bet if the place is open, although usually most of the reps that work on the weekend are new/less skilled hence prone to make more mistakes.