Poor Customer Care

[ahmedsayaz]

All VOIP services are good, it's the customer care that makes the difference, at least to me. I signed up with ViaTalk online last week, but I may have missed typed my credit card number and while processing my order an error occured, an e-mail was sent out that landed in my spam folder. I hardly check my spam folder and most of the time delete them without even looking into it. For the last five days, online status of my order did not progress any further than order entered. So, I called customer service and found out that there was an error related to the credit card processing. I offered to give the credit card number over the phone but I was informed for security reasons they don't take credit card numbers over the phone. That's fine, how about changing my credit card number online. Again, no I cannot do that , the order needs to deleted from the system which may take upto 3-5 business days and I have to go online after that and re-enter the order again. Vow! Are we still living in stone ages? I don't think so, it is called poor planning and customer service. Not every body but some people will make mistakes(I am one of them, not always though) and there should be a better ways to deal with those mistakes. If others can do it, why not ViaTalk? There are few other things that I noted that could help much needed improvements in customer service.

1. Most online order entry system takes you through a final confirmation page, where you could verify and submit your order or you have the option to edit the order if you like to make any changes. With ViaTalk there are no confirmation page, you have no choice but to click on submit button and you are done ..... never mind.
2. Most online order entry system verifies the credit card number instantly, it's that easy. You are notitified that the card number is invalid right away. If others can do it why not ViaTalk?
3. There is a purpose for providing a link to the current order status online for new customers. If any some thing went wrong while processing the order, the order status could be updated with details to reflect progress so that the customers can veiw their online order status. Why can't ViaTalk update the onlie order status when some thing goes wrong?

I have to admit that my personal experience could have been very different depending on who I spoke to, but the bottom line is the customer care from ViaTalk is not upto the competition. I am interested on ViaTalk because a lot my friends have recommended ViaTalk. It was unfortunate, that I entered my credit card number incorrectly, hey these are opportunities for improving customer care.

Regards

Syed Ahmed
Plamo,TX

[chas3]

Hopefully the ordering will improve when they update the CP and billing systems, which has been noted as coming soon. Like you said, maybe you got a weaker Cs person than average. I have been amazed at the level of CS compared to Vonage. Especially with technical questions, I have always had the person who answers the phone be a techie...Not a parrot like other providers.

[connervt]

1. Most online order entry system takes you through a final confirmation page, where you could verify and submit your order or you have the option to edit the order if you like to make any changes. With ViaTalk there are no confirmation page, you have no choice but to click on submit button and you are done ..... never mind.


This was also one of my few complaints so far about ViaTalk, and it has tarnished what has so far been a good experience with them.

They really need to update their "store front" software...