Can't complain

[whitewolf]

I've read a number of reports on bad customer service and while I'm sure these folks aren't lying, I just haven't had the same results.

I was really weary to give this whole VoIP thing a try (from any provider) as I am using it for business and anything less than 99% up time is unacceptable. With that said, it isn't at the point of plug it in and go (at least not for me) without any bugs. I have had it for about a week now and have had to call or submit a ticket to tech support 3 times.

1 - phone wasn't ringing on my end.
2 - then calls went right to VM about 25% of the time I tested.
3 - echo in the calls.

Each issue was resolved fairly quickly and after it was fixed by one tech I had at least one other follow up from someone else to make sure all was ok still.

The last issue I hope to have fixed is the ringing. It sounds sporadic.....BRRRRRRRR......BRRR....BR.............BRRRRRRRRRR. How's that for visual interpretation!?? :D

Anyway, I submitted a low priority ticket and that took 2 days to respond to while my high priority ticket took less than an hour, and my call in took about 5 mins from dial to hang up, fixed and done.

Bottom line is, if you have some time that you can take to get all the ins and outs set up accordingly, it seems to be a viable option to cut down on phone costs. So there you have it......My big whopping 1 week of VoIP experience review.

[phallesy]

I'm one of the ones that the fax isn't going to do what it should do. But, I can still use it for fax as I can just forward the fax number to a fax line that will do what's needed. Since I can forward it, should I decide I need to change fax services, I can leave the ViaTalk fax # on my business cards and just forward the fax to where I need it.

So far, no trouble with the voice line. People are surprised when I tell them it's VOIP. They assume that I'm talking over a normal land line.

[whitewolf]

I'm in the same boat. I put an order for 1000 more business cards on hold at the printer because I want to make sure my voice line will port ok and that the new fax number will work ok too. The stupid phone company won't shut my distinctive ring fax # down so I can begin the porting process. I called 3 times now.

I'm down to about 50 business cards and just got an order of 1000 4x6 post cards in today, so I hope like heck the phone company lets me port my voice line without any trouble! I will be SOOOO mad if I have to switch numbers and toss 1000 post cards! :eek:

[gavmitchau]

I think you should have a very good experience with VT, as I've stated on other threads I was straight out of the box-- working. Thankyou VT.

[DracoFelis]

FWIW: I've only used ViaTalk CS a few times, but I've been pleased each time. Yes, the wait times on the phone are long, but I expect that (so I just put the phone on "speaker" until some CS rep picks up). But once I actually was talking to someone, it was someone who was nice, helpful, and had the authority/power to resolve my problem!

i.e. the CS staff was much better than the experience I've had with many other companies. With all too many companies, I've run into so-called CS service staff (often "outsourced" to some other country) that are obviously "clueless" and just reading from some prepared script. And while CS is clearly a YMMV thing with any company, at least my experience has been that ViaTalk CS is both knowledgeable and helpful.

[jhart4545]

Customer service has helped me out every time. I'm sure they are swamped and understaffed. This company is probably getting big very fast. They need time to train. I'm actually surprised at how they provide a "small town" feel by helping out with what some would consider little nuisances (10 digit dial fixes).