visin
07-17-2007, 04:24 PM
I signed up for Viatalk online, after reading positive recommendations about it. I was with Sunrocket since July 4, 2006 and was with Vonage before that since September 2003.
I understand that Viatalk is getting a very high call volume today probably from folks wanting to switch from SR to Viatalk. I have VT customer service called a 3-4 times and was told that I was caller number 150, 60 etc. when I called at different times. The wait no doubt was treacherous - over an hour and a half each time. The last time when I reached the 2nd spot in the waiting line the phone just went dead no recordings updating me on the status etc. it had repeated that I was caller number 2 in the line a few times. This had happened earlier in the morning too.:mad::I have not been able to talk with a representative. Also I tried their online chat in vain no customer service rep became available for over an hour! That speaks for itself.
The Viatalk website mentions a 6 month contract buyout offer, but when we sign up it doesn't ask any questions about which company we have been with/other contract details. How will they figure this out? Also, I had applied for a number transfer, used the SHIPFREE coupon and wanted to signup for the 1 year contract ($199) + 6 mo free, there was no order "confirmation" summary screen for order I had placed. I had used the back button to verify an entry and it seems I got signed up with the monthly plan based on the credit card charge that was mentioned when I placed the order. It didnot make any adjustments for the free shipping either in the total.
The order capture process definitely needs to be improved and should show the details entered in the various screens in a summary page. I had opted for the 3 day shipping so that I could have a phone service by the weekend, but I got an order confirmation e-mail mentioning that it takes 3-5 days to process the order! I am wondering if I at all took the right step by signing up with Viatalk.
Since there is a lot of buzz around switching from SR to VT. Can VT folks comment on how they will handle the high volume of orders they are receiving? I am not sure if they have the man power to handle this volume. When I was waiting for the customer service, my waiting number was decreasing rather slowly::(
At this point, I am not very happy with the customer service so far .When VT was anticipating that SR customers would be signing up and has spriced up its website with contract buyout offers for SR customers to lure them, it was expected of it to have done some "homework" and preparation for this event too!
I understand that Viatalk is getting a very high call volume today probably from folks wanting to switch from SR to Viatalk. I have VT customer service called a 3-4 times and was told that I was caller number 150, 60 etc. when I called at different times. The wait no doubt was treacherous - over an hour and a half each time. The last time when I reached the 2nd spot in the waiting line the phone just went dead no recordings updating me on the status etc. it had repeated that I was caller number 2 in the line a few times. This had happened earlier in the morning too.:mad::I have not been able to talk with a representative. Also I tried their online chat in vain no customer service rep became available for over an hour! That speaks for itself.
The Viatalk website mentions a 6 month contract buyout offer, but when we sign up it doesn't ask any questions about which company we have been with/other contract details. How will they figure this out? Also, I had applied for a number transfer, used the SHIPFREE coupon and wanted to signup for the 1 year contract ($199) + 6 mo free, there was no order "confirmation" summary screen for order I had placed. I had used the back button to verify an entry and it seems I got signed up with the monthly plan based on the credit card charge that was mentioned when I placed the order. It didnot make any adjustments for the free shipping either in the total.
The order capture process definitely needs to be improved and should show the details entered in the various screens in a summary page. I had opted for the 3 day shipping so that I could have a phone service by the weekend, but I got an order confirmation e-mail mentioning that it takes 3-5 days to process the order! I am wondering if I at all took the right step by signing up with Viatalk.
Since there is a lot of buzz around switching from SR to VT. Can VT folks comment on how they will handle the high volume of orders they are receiving? I am not sure if they have the man power to handle this volume. When I was waiting for the customer service, my waiting number was decreasing rather slowly::(
At this point, I am not very happy with the customer service so far .When VT was anticipating that SR customers would be signing up and has spriced up its website with contract buyout offers for SR customers to lure them, it was expected of it to have done some "homework" and preparation for this event too!