Edward Lai Harner, Edward Harner
Andrea Harner
andreaharnerblog AT gmail
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August 16, 2006

Disturbing to be on hold with Time Warner

Update: As Monkeyface suggested in his comment, there are newly released tape recordings of 9/11. I never thought I'd say this but after imaging what it would be like for the loved ones of 9/11 victims, it would behoove Time Warner to program their radio station for holding customers to easy listening.

This just happened and I'm not sure what to think.

In between pressing 1 for English and 0 for Operator were two recordings:

1) Narrator voice: "The call came from the 75th floor of the tower..."

2) Panicked voice: "I can't see and there's smoke." Operator voice: "Is there smoke? There isn't smoke, is there?"

...and then a customer service rep picked up.

I think it's reasonable to say that these were transcripts, real or dramatized from 9/11 but was this a movie preview for World Trade Center? It never said it was. Was this accidentally played to customers on hold?? I couldn't help but think this experience would have been utterly traumatic for someone who was directly affected by 9/11. This experience, meaning, to be on hold with Time Warner. Life is so weird.


My guess is...

There was a bunch of new 911 tapes of 9/11 released today. The radio station they use while one is on hold was probably playing some of the tapes.

Creepy nonetheless...

Posted by: monkeyface at August 16, 2006 2:20 PM

Not a feel-good soundtrack...

I saw WTC...it is humbling...not at all what most people are assuming it will be...just very simple, focused only on the simple goal of survival...it's not perfect, but it feels very sincere in its simplicity. it's humbling.

I still can't wrap my brain around it.

Congrats on The Huff post by the way! Those comments WERE all over the place...bizarre what you stirred up with one frame! Proud of you AH!

Posted by: ko at August 16, 2006 5:15 PM

I work for a company that produces customized messages on hold.

Spectacular sales material - this story.

BTW - in order for any business to legally broadcast a radio station on hold over the telephone, the appropriate BMI and/or ASCAP fees must be paid.

MOST businesses do not know this.

Surely Time Warner isn't breaking the law - right?

Posted by: Nonchalant Savant at August 17, 2006 12:58 PM

I think that in New York, TWC uses the audio feed from NY1 as their hold music. Obviously, in the 15 seconds before a CSR picked up the line, NY1 was doing a story on the newly released 9-11 911 calls.

Posted by: Frankenstein at August 18, 2006 5:33 AM
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