Has anyone actually gotten a response?

[jess118]

Has anyone actually gotten a response to a support request? I've got 5 open tickets dating back to 7/23 and no one has even bothered responding to any of them.

I submitted a request on 8/8 asking how to get the voice mail indicator light working. Not having received a response yet and wanting an update on my porting requestI upgraded to "priority support" and resubmitted on 8/13, before business hours. My credit card was quickly charged, so I know at least one part of the process works.

I've been waiting for a response to this "priority" support request for 2 full work weeks and no one has replied. How can you run a business like this? It's a complete JOKE. I don't care how busy support says they are, if they can't service their customers, they should not accept new ones.

I will say that my port did finally go through and phone actually does work, so at least that's something that Sunrocket couldn't provide, although they almost always responded to all of my requests within hours, giving me that warm fuzzy feeling that they actually cared about me and my family.

[trentonbullock]

Jess, this is one of the worst customer support service I have ever witnessed. I ordered my Viatalk service 7/20/2007 - it is now 8/28/2007 and I do not have an adapter to set up the service. Just today they billed me for the first months service.

Up to this point they charged me $62 for initial setup including the phone adapter - I never received the adapter to set up the service. Now they just charged me $25 for the first month of service. The are not going to get away with this.

I called technical support 5 times and I was caller 70+, then when I get to caller one, after a couple hours, they hang up the phone. I'm going to the raise hell very soon. And they don't want me to raise hell. I'm going to get my money back and keep Vonage. At least Vonage has better customer service and the phone service works. Also Vonage never charged me for service I did not have.

[PebblesFlint]

We lost phone service after a storm Wed. Night. It is now Sunday and No response to these "tickets". We have been unable to reach any one by phone since our cell is prepaid and I don't want to waste all the minutes on hold. Today they said phone support is not even available. This is very frustrating. Does anyone know how to fix a Linksys router that is "off line" or not logging in? I will be forced to switch plans if this is not fixed ASAP.
R

[jess118]

Ironically one of the outstanding requests I still have is the one where I asked when I could expect to receive the initial equipment shipment. The equipment actually showed up fairly quickly, but I guess they still haven't bothered looking at my open cases to close that one.

good luck.


PebblesFlint, did you unplug the voip unit for a few minutes? Sounds like it's probably more of an issue with the voip unit communicating with the cable modem than communicating with viatalk.

[jess118]

3 Weeks have gone by with no response to my indicator light "Priority" request.

Yay ViaTalk support. This is the worst tech support I've EVER encountered in my years dealing with computers and technology.

[ThunderPC]

Jess, this is one of the worst customer support service I have ever witnessed. I ordered my Viatalk service 7/20/2007 - it is now 8/28/2007 and I do not have an adapter to set up the service. Just today they billed me for the first months service.

Up to this point they charged me $62 for initial setup including the phone adapter - I never received the adapter to set up the service. Now they just charged me $25 for the first month of service. The are not going to get away with this.

I called technical support 5 times and I was caller 70+, then when I get to caller one, after a couple hours, they hang up the phone. I'm going to the raise hell very soon. And they don't want me to raise hell. I'm going to get my money back and keep Vonage. At least Vonage has better customer service and the phone service works. Also Vonage never charged me for service I did not have.

Actually that $25 was for the second month's service. The $62 you were initially charged included the charge for the first month's service. It sounds like so far you have paid for two months and received nothing. About the only resolution will most likely be to do a CC chargeback. They are impossible to contact.

[northwesto]

Here is my original ticket and the response I got!


Posted on 11 Aug 2007 03:24 AM

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I would like to know what my password is so that I can set up a softphone or reset my gizmo so that I can have phone service. I have waited patiently and I understand that you all are busy but I would like some phone service until the new unit arrives. I cuurently have a SR innomedia that I can reset for use with your service. Please get back to me as soon as possible





Posted on 04 Sep 2007 02:52 PM

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Hello,

I apologize for the delay in the response to this ticket. We realize this response time is in no way acceptable, and assure you that steps have been taken on our side to ensure this will not happen again in the future.

In an effort to better serve our customer base as a whole, we are asking people to help us out by taking the following steps with their support requests.

-If this is a current, unresolved issue, please reply back to this ticket stating so.
-If this is a duplicate/similar ticket to another one currently in the system, please close it.
-If this is an issue that has been resolved since the ticket was submitted, please close it.

Once we receive a response from you on this issue, one of our support technicians will work to resolve it for you as quickly as possible. Thank you for your cooperation and understanding on this matter, and please accept our apologies for any inconveniences that any delays may have caused you.

-Alex

Here is my reply to Alex:

Wow, nearly a month to reply to a customer! I can understand how busy VT is and that my question was in a line that contained hundreds of other questions but not a single response until now is completely unacceptable. I waited patiently for a month from the date that I signed up (7-21), I did not flood your lines with calls and tickets asking what the hell was going on! I sent one ticket asking for my password for the softphone so that I could use the service that you company so eagerly charged my credit card for and I could not even get that. I have since cancelled my account on 8-23, I have finally recieved a refund on 9-4 and I have now turned my back on VOIP.

My experience with SR and VT has completely soured my drive to use technologies like this until we see a reputable company that is out to service their customers no matter what it takes!

No my ticket hasn't been resolved, but I don't think that VT has what it takes to resolve it.

Goodbye VT, thanks for nothing!

[thetatek]

I am starting to receive mechanical messages that say they have received my service requests (the are now about 6 weeks old). But that is about it. The technical support phone support has seemed to shorten to hold times in the 28 people a head of you rather than the 70+.

Today we can dial out but people trying to call in get a message that says the number can not be reached as dialed or you call cannot be completed at this time. IT WILL NOT EVEN GO TO VOICE MAIL. wHAT IS THEIR PROBLEM!!!

[ravneetg]

No one is getting any response from ViaTalk Support.
It seems they want us all to signup for the paid support.
My woes are blogged here:

http://www.emergintex.com/blog/index.php/2007/09/06/viatalk-or-viasilent/

[RiDdLeR]

From what I have seen ...it may be best to post major complaints at www.dslreports.com As Brandon seems to be more active there...Alot of potential customers go there so maybe that willl help speed up solutions to your problems..

[TheLawyer]

I placed my order for a phone on 7/30. It took over 4 weeks to receive the box. My old number was finally just ported over last night 9/18. Finally the phone is useful, and works. It is extremely unfair to charge for the 4 weeks before I got a box, I could not make or receive calls. This has got to violate several consumer protection laws. I am sure many others are in this same boat. ViaTalk should automatically credit everyone that signed up during this "surge" period with a free month or more. If they don't, a class-action lawsuit will do the trick. How many people do you think this has affected? Hmmm, muliply that number by $16.58. Not really my cup of tea but I am sure some other lawyer will take it on. ViaTalk would be much wiser to just credit all affected. It would also help repair some of the damage done by the horrible customer service experienced by all new customers, and they will end up doing this anyway. It would be much less costly to give everyone a fee month than to battle a class action lawsuit in Federal Court, then loose. Trust me.

[TSull]

Why don't you just pick up the phone, call them and then ask for credit?