Customer Support

[BELATRA]

ViaTalk customer support goes from bad to worse.
I submitted online ticket on May 8th. My complaint was about simultaneous call ring. It is not working.
The first answer was received almost in time - 24 hrs 19 min passed ONLY.
Customer support looked very surprised - Is it still not functioning for you? - was their word for word answer (sounds very funny - isn't it?)
I answered immediately - NO.
Then I was waiting for next support's action during 4 days.
Finally I lost my patience and called them by phone. The answer was comparatively fast - 39 min on hold ONLY!!!
But the result was almost the same. After I explained everything, the guy asked me to hang up to test the issue. I've heard him nevermore.
The phone line is working but the feature isn't.
It looks like ViaTalk tries to force me to buy their new service - Priority Support.
I guess we will nevermore get a normal customer support from ViaTalk since they established that, so called, feature.
I am not so greedy to pay them two bucks more but I cannot understand why the good customer support is not included in the entire service.

[taylor2767]

i would suggest calling first thing in the morning or late evening. I've had success at these times. If you think VT hold times are long you should try Vonage wait times of hours and forget about email responses you won't get one. I've switched to VT and I'm very happy with the service and CS.

[VTAllan]

Belatra if you would like to recall events with our customer support please do so accurately; slander on this board will not be tolerated.

You submitted a ticket and asked a question May 8th

We responded May 9th with an answer to your question and asked if everything was still working properly as it appeared so

You responded back May 9th with no information provided other than it does not work

You again replied May 12th letting us know it still does not work after a call with our tech support

We responded back May 16th apologizing for the wait and asked you a question to help us trace your problem

You responded back May 16th answering our question

It is now May 17th and this is where your issue stands, tech support is working on your problem with the information provided and will reply back if they need to know any other information or if it should be fixed. Understand that not all problems are a simple fix, some require some in-depth research and troubleshooting.

[BELATRA]

... slander on this board will not be tolerated.OK, Allan. I missed my call to customer support in Imm's thread. I'm guilty and you can kill me for that. I could say in my justification that it was reflected in this thread.

Understand that not all problems are a simple fix, some require some in-depth research and troubleshooting.That's a horse of a different color. I understand that, because I use to be a software and firmware developer for more than 20 years.
It could be much better if the customer support explained me that it is a serious problem and you need a time (around week, month, year - whatewer) to resolve the issue.
As far as I understand, this forum is not about your software nor hardware quality. It is about the customer support.
When you keep silence during a week I am disturbed if is somebody alive in your stuff or I have to do something to rescue them.
Now I see that everything is OK, ViaTalk is alive and working hard. So I can relax and wait for a good result.

[VTAllan]

Sounds good Belatra, hope everything is fixed for you so you can continue enjoying the service.