Incredible Fustration

[Paul_D]

I belive I put this in the wrong forum so here is a c/p:

Potential Customers READ

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Here is my horror story:

Upon finding out Sunrocket has gone out of business, I went looking for a new VOIP provider. ViaTalk seemed like the one to go with because of thier features, price and contract buyout.

I signed up for service on July 21. On July 30th, my credit card was not billed, no equipment was sent and no word from VT. After waiting 2 hours on hold with support, I was told that I would have my equipment sent out the next day for no extra cost.

The next day I returned to the web site via the signup e-mail link to check the status. I have been billed, assigned a new number and now have access to my account but still no equipment has been sent.

Now those of us that are with Sunrocket recieved an e-mail from them stating that if your service has not ended yet, all service will stop on Aug. 5th.

Knowing that VT has not sent my equipment, I am trying the next best thing. I will both try to reconfigure my old SR gizmo and or use the softphone feature.

Both of these require a lot of information including a password. I visited the VT softphone configuration info but my password is blank.

After doing more research, it seems some people are having the same issue, resolved by a call to support.

I tried twice today to do that. The first time I called I was #64 in line. After 3 hours and 45 munutes, the call went to fast busy, dropping the call at position #2.

I tried again, after 1 hour and 30 minutes, the call was dropped and POSITION #1.

I have sent 2 tickets about this w/o an answer.

I am not sure how other VOIP providers are handling the massive numbers of new customers but ViaTalk has failed me and I suspect others in the same position I am in. This is the single most fustrating thing I have ever gone through with a utility company.

Basically, stay away from these folks. Try ANYONE else.

[sysjes]

This is the biggest complaint I hear and I don't know why VT can't fix it. Their startup process sucks and that's an understatement. How many people would not have to call CS if they would only fix just that one part?

Send an invoice, set up their account and service properly, ship the part and bill... How difficult is that? How difficult is it to automate that process so that there would be no need to call CS and CS would be free to work on real issues... Maybe VT just doesnt care and like to blow off people and see who sticks. It's like the battered wife who continue to go to her husband only to get beat... No offense intended, but it's like the same mentality...

[daveflack]

My guess is that they simply don't have the equipment to send out due to the demand. But they don't want to lose customers, so instead of being straight and honest and telling us what the REAL situation is, they simply don't respond. Other voip providers have been able to scale up and take advantage of the SR demise. ViaTalk has simply become overwhelmed by it. They may eventually work through the backlog and other problems, but if you really need service fast there are much better, faster choices.