Extremely unhappy with the service -> Stay Away

[narayanas]

It has been more than 10 days ago that I have signed up for service. I have done at least NO less than 10 followups (via the emails and phone calls) to know about when they are likely to ship my device????

So for the answer has been wait until whatever time it takes and the attitude has been that of we don't care even if you suffer but we won't even apolozie for any inconvenience caused to you. You choosed us so face it??????????


Any suggestions on to whom I could escalate this matter to??? and also are there any other forums where we could provide our feedback so that people would stay away from ViaTalk?????? Their support sucks....

[hrtanya]

This post is personally offensive, being that I had addressed this issue with the PM you sent me yesterday. Also, as noted in your other post, your account was processed within 7 business days, I do not feel that this is an excessive amount of time.

I am sure that once you get a chance to try the service your views will change. Also, I hope that in the future you, as well as our support staff, have a more patient and understanding relationship.

Also, any opinions you would like to pass along to management can be directed to thedifference@viatalk.com

[narayanas]

I am sorry you feel that way but I don't believe it as personal offensive. 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. I don't have personal complaints about anyone. I just wanted eveyone who is using the ViaTalk or planning to use ViaTalk to know about the treatment given by the support to the customer. My concern always has been if there is delay, that could be conveyed in more professional way than being rude and then threatening to cancel the subscription.

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

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

[hrtanya]

I am sorry you feel that way but I don't believe it as personal offensive. 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. I don't have personal complaints about anyone. I just wanted eveyone who is using the ViaTalk or planning to use ViaTalk to know about the treatment given by the support to the customer. My concern always has been if there is delay, that could be conveyed in more professional way than being rude and then threatening to cancel the subscription.

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

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

I agree that 'typically' orders are processed within 3-5 days. It should be clarified as business days, as our Shipping and Processing Depts are only open M-F.

However, during promotions, such as our Buy One Get One Free sale, orders do take a bit longer due to the sale and the many orders we receive at that time. At any rate, I'm glad everything has been resolved for you, and I hope you have a great experience with ViaTalk!

[hixsongirl]

i am sorry but service in 3-5 days is what the web site says but a month is not just "it takes time to process the orders". not answering your phone for over one to two hours addes up to no customer service. we all agree VT had no problem debting my account and even charging me after one month of no service for september when i have not received any equipment. its fraudent and as to the growing BBB web site complaints on this company for lack of timely service and over charging, it would appear VT dont realy care what their customers think at all. VT has no customer service but manages to have enough billing personal. What does VT make of these problems and a month is being very patient of potential customers, but time has away of making VT seem as they really don't care. and that VT will be your down fall. I got good service at Sunrocket till the end, yes they could of handled that better but i can understand they attempted to save the company, but Vt offers customers no way out but to place complaints with the BBB in NEW YORK. and of course calling their banks and credit card compaines. you are running out of time to save your company from a very fast fall from grace.

[Madison122]

I do not know what percentage of your orders are being processed in a timely manner and what percentage are not. Everyone knows that SH_ _ happens. I have service with another VOIP provider and they were able to give me my new number within hours of my order. They shipped my TA within 3 days.

With your company, I am now going into the third week, and I still have no number and I got an email on Friday stating that your company will be shipping the TA within the next seven business days. I even agreed to pay extra to rush my order (which this cost was refunded or not charged).

If this backlog is due to recent promotions, then it makes me question the planning ability of your managment and your Companies ability to provide good services, customer service and support. Your company should plan and prepare for a high response.

My suggestion, spend what ever it takes to correct the problem. Weither it is hire more staff, re-organize the process or hire additional suppliers. Your Management will have to decide what is more expensive. The cost of correcting the problem, or the cost of having a bad reputation.

[ravneetg]

Seriously, issues are not being responded to. Someone in support picks up only those issues which they think should be resolved already, and do not touch 'real' issues.