Unprofessional Attitude by ViaTalk Support

[narayanas]

Support & Billing:

Yesterday I happened to talk to John Franko in support and he wishes me to cancel my subscription if I keep checking with the ViaTalk when the equipment is likely to be shipped out. Is that wrong to call customer support and check on the status???????

As I understand from the email that I received at the time of signup that it should be a max of 5 days to process the request. It has nearly been a week and still neither my number has been programmed nor equippment was shipped out. Added to this John Franko mentions that I got to wait whatever time it takes without asking any questions. Further, when I requested him to put me to any of his superviors or concerned people, he mentions that I got listen what he says. This is totally of unacceptable and unprofessional response specially from a paid service providers. My understanding is that ViaTalk is not doing a charity serivce (they are charging customers for thier service)..

I am not sure if this is the 24x7 support that ViaTalk boasts of????? What rating does ViaTalk really deserve for this kind of a service and treatment??????

I had requested them o rectify the misdeed and take steps to get the service to the customer as quickly as possible. Also requested them communicate to me in written when the equppement is likely to shipped out and the status of the number porting as well. I lost the faith in talking to support team members as we (customers) really don't expect unprofessional behavior from paid service providers.

[hrtanya]

This is truly shocking. I have personally never heard any of our representatives speak this way. If you have an internal Ticket ID, please PM me and I will look into this tomorrow morning when our Shipping and Processing Depts are open.

[narayanas]

Following is the exchange of response from ViaTalk Support. They don't seem to care about the delay and insist the customer as though it is thier normal behavior to delay the things. See the flow of response...

******************************************


Hello,

Your account is currently being processed and we will be shipping out the device as soon as possible. If you have any other questions, let us know.


_
ViaTalk Support


Narayana



Posted on 18 Jun 2007 02:04 PM

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Hi :

There are two parts in my questions.

1. The unprofessional behavior which you tend not mind about it as it wasn't addressed in your response

2. The order was placed almost 8 days and I still don't get any definitive timeline. Your email only conveys infinite timeline. If your systems aren't ready to take new orders, I think you should do so rather than delaying the orders placed.


- Narayana




Posted on 18 Jun 2007 02:30 PM

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Hello,

Once again, your account is currently being processed and we will be shipping out the device as soon as possible. If you have any other questions, let us know.
_
ViaTalk Support


Narayana



Posted on 18 Jun 2007 02:35 PM

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Hi:

So do feel that customers could be treated unprofessinally and that is acceptable. It is a shame that you guys don't even offer an apology for the inconvenice caused due to delay in processing & shipping and unprofessinal behaviour.

- Narayana




Posted on 18 Jun 2007 02:48 PM

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Hello,

The processing and shipping department will send out that adapter as quickly as possible. Unfortunately, sometimes there are delays.
_
ViaTalk Support


Narayana



Posted on 18 Jun 2007 03:10 PM

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Hi :

Wish you read the emails and understand the messages and customer pain points correctly. For your benefit the previous message is as follows;

***********
So do feel that customers could be treated unprofessinally and that is acceptable. It is a shame that you guys don't even offer an apology for the inconvenice caused due to delay in processing & shipping and unprofessinal behaviour.
**********

More than anyone at ViaTalk, I do understand that at times there will be a delay but it doesn't mean that one has to provide unprofessional service??? There are always better ways of handling the delay. The moment someone exhibits such an unprofessional behavior you right to request some favor from customer is lost and the only way to get back to the normal relationship is by correcting a mistake in a professinal sense.

- Narayana

[hrtanya]

I looked into your account, and it appears that there is already a box provisioned and a label printed for your account. In fact, the package will be on the delivery truck tonight. I also noticed that today is the 7th business day since you signed up. That would put your processing time within the normal time frame. I apologize for any inconvenience, but you should be receiving the package by the end of the week.

[narayanas]

Thanks for your response. Finally there is some progress.

Also, For your benefit following is the mail that I have received from ViaTalk when I signed up for the plan. It doesn't mention it as business days. Even if we go by business days, still the upper limit it mentions as only 5 days.

Anyways, thanks as there is some progress.

*************
Dear Narayana:

Thank you for choosing ViaTalk. We look forward to helping you save money and enjoy high-quality telephone service packed with features. Your order has been received and is currently processing. Typically all orders are processed within 3-5 days, sometimes sooner. You can track the progress of your order here:



Unfortunately, your registration for the ViaTalk Forums was not successful. If you would like to register, please visit http://forums.hostrocket.com/register.php

If you would like to learn more about ViaTalk and the type of company we are, please feel free to visit our behind the scenes website: http://www.vtinside.com

**** SPECIAL OFFER ****

ViaTalk's sister company, HostRocket.Com Web Hosting is offering a reduced price of $4.95/mo. for web hosting, to all ViaTalk customers! Switch your website to us and save! Visit http://www.hostrocket.com & enter promo code: ACJDXMPL

If you have any questions or concerns regarding your new ViaTalk service, please do not hesitate to contact us.

24/7 Online Customer Service: https://support.viatalk.com
Telephone Customer Service: 866-25-PHONE

Once again, have a great day and welcome to ViaTalk!

-The ViaTalk Team

******************

[puffer]

7 days is normal! I thought it was 3-5 as well. Can you please clarify this? I signed up about 3 days ago and frankly if it is going to take a week or more for you to take my $199 and provision an account I might have to look at other companies. There is always packet 8 but there is another company that does commercial that is now allowing Sunrocket to sign up and start residential with them. I am just guessing but I don't think it will take a week. So please reassure me its only going to take 3-5.

[ajevic]

Your not alone, I called to clarify something regarding the 6-month credit and the support person responded with a nasty attitude, like I was an idiot. Hey, I'm noth the one working a minimum wage job. I canceled, but my order is not canceled per the website. I hope I do not get charged. I'm going to e-mail them to cancel my order so I at least have something in writing from my end.

[atortora]

NO....It seems they dont give a rats you know what..... once again, we paid for expedited, today is the 4th day and status is that it has not been processed.... I guess time to CANCELLLLL and go somewhere else. However, called to cancel and i was 111th on the que... What a nightmare! AT&T is unfortunately looking better everyday. :mad:

[Offshore Dude]

Spam advertisement deleted.

[Brian188]

Thanks for SPAMMING the boards with your affiliate link but you're not needed here!

[ricky151]

Do You Know what really sucks?

I try to call customer service, and I hold on.

I hold on for 2 hours and 38 minuets.

Finally someone picks up the phone and Hangs Up on me.

That's pretty bad, but you know

What Really Sucks is when it happens a Second Time.

Now don't you think That really Sucks?
__________________

[ricky151]

You know what...It happened again. That Makes Three. They really Do suk

[missilen]

You know what...It happened again. That Makes Three. They really Do suk

I also got hung up in the face yesterday after waiting for 15 minutes. I heard the lady customer rep. said Hello and I said hello back then end of call.

[ricky151]

Lately I can't Complain.

I called about two or three times since then.

I'm up and running & everything is fine right now.