[E-trademarks] Ridiculous wait times to reach TAC

[Suzannah K. Sundby]

Earlier this week, the Patent Application Assistance Unit had 78 callers ahead of me... I worked on multiple cases while I waited...

Suzannah K. Sundby<http://www.linkedin.com/in/ssundby/> | Partner
canady + lortz LLP<http://www.canadylortz.com/>
1050 30th Street, NW
Washington, DC 20007
T: 202.486.8020
F: 202.540.8020
suzannah at canadylortz.com<mailto:suzannah at canadylortz.com>
www.canadylortz.com<http://www.canadylortz.com/>
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From: E-trademarks <e-trademarks-bounces at oppedahl-lists.com> On Behalf Of Crane, Susan via E-trademarks
Sent: Friday, June 6, 2025 3:40 PM
To: For trademark practitioners. This is not for laypersons to seek legal advice. <e-trademarks at oppedahl-lists.com>
Cc: Crane, Susan <susan.crane at wyndham.com>
Subject: [E-trademarks] Ridiculous wait times to reach TAC

If there isn't a clearer indication that things are not going perfectly at the PTO these days, the wait time to reach the TAC is proof. "There are currently 41 callers ahead of you.  The wait time is expected to be 67 minutes."

We have an application the SOU for which was filed in November.  The documents tab shows the SOU, but the status has never been updated to show it was filed, and the application has never been sent back to the examiner.  File location still shows it in the ITU section.

I sent an email to the examiner about 2 months ago inquiring as to status.  In past experience, the examiner has been able to get a file "unstuck" in the system.  This examiner has not responded.  Her voicemail is not even configured.  You get a generic "the person you are trying to reach is not available..." message.  As people with a customer facing role, you would think EAs would be required to at least put up a proper voicemail message.  For all I know, she no longer works at the PTO.

I cannot afford to sit on hold for an hour, so now I hope the examiner responds to my paralegal's inadvertent reminder (she hit reply all on my original email to the EA when asking me if I had heard back).

Just venting my frustration with an understanding audience.

Sue

Susan L. Crane
Group Vice President, Legal
Intellectual Property, Brands & Marketing

Wyndham Hotels & Resorts, Inc.
22 Sylvan Way
Parsippany, NJ 07054
O (973) 753-6455
M (973) 879-3420
Susan.Crane at wyndham.com<mailto:Susan.Crane at wyndham.com>



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