Ticket Resolved in MINUTES!

[myounce]

I just submitted a ticket to get the admin password for my PAP2T, and Iain McQueen replied to my ticket in < 5 minutes! (Thank you, Iain!) In fact, I got his reply before I got the automated response from the support system confirming I had opened a ticket.

With all the VT-bashing going on in these forums recently, I just thought I'd share a very positive experience I had. Hopefully this means CS is getting back to normal.

[andynorris]

You and maybe .00001 percent of other VT users get response times like that. My first ticket (from sometime in mid-July) was replied to yesterday for the first time with a "if this is still a problem, let us know" kind of email. No actual person looked at the ticket, I'm sure - they likely sent that mail to all open tickets that had not been touched to see how many people would close the tickets themselves to take load off the support team.

I opened a new call yesterday, this one to either get my admin password or to have them adjust a couple of settings so that my voicemail indicator will work, and I've received the automated reply, but not holding my breath for an actual person. Maybe I'll call one day when I have an hour or two to sit on the phone. When the phone works again, that is.... there's currently an outage here in GA because of a severed fiber line somewhere..

But no, really, good for you and good for Iain. That's the way it should be done.

[ravneetg]

The only reason you got the response so FAST was because it was a non issue. Search google and you could have got the PWD for your device.

Problem is with REAL issues. Where someone has to really think and reply. Those are the issues, which are NOT being replied to. I have 2 such issues open for more than a month now. Almost 2 months.

[KLH]

The only reason you got the response so FAST was because it was a non issue. Search google and you could have got the PWD for your device.

Problem is with REAL issues. Where someone has to really think and reply. Those are the issues, which are NOT being replied to. I have 2 such issues open for more than a month now. Almost 2 months.


Actually each device has a different password.

And isn't it better that people actually stop and THINK about something before they go and try to fix a problem?

[bayotle]

Actually each device has a different password.

And isn't it better that people actually stop and THINK about something before they go and try to fix a problem?

Actually any response other than the "your ticket has been submitted" automated email would be nice. I signed up for Viatalk July 23rd and never received a notice that the order went through so signed up with another company about a week later, about two weeks or so ago ViaTalk (over) charged my CC and I received the Linksys device a couple days ago.

I currently have two tickets open, the oldest is probably 6 weeks old. Since signing up with ViaTalk I have received 2 emails, both stating 'Your ticket has been submitted' and nothing more, not even confirmation of my order! If ViaTalk is STILL 'thinking' about how to handle my tickets, best get a fire extinguisher cause something’s got to be burning by now...:mad:

I've ordered 2 other VoIP lines, the first was ordered a week after placing the order with ViaTalk, the second was ordered 3 weeks ago, both were up and running within a week of placing the order. I JUST now got the Linksys from ViaTalk (ordered July 23 rush shipment!)

I've attempted to cancel the number porting back on July 29th since I never heard from ViaTalk. My number has already been ported to the other provider and I still have no clue if ViaTalk is trying to port my number or if they actually read the ticket and canceled the porting and decided I didn't need to know...?

Real support from ViaTalk is non-existent. I recommend VoIP providers and ViaTalk is currently on the bottom of my list, just 1 notch over SunRocket. There is no way I can/will recommend a company that is unresponsive to their clients needs. And don't get me started on trying to reach someone by phone, 5 hours on hold, hung up on everytime. And the Live Support on the website? That was a waste of another hour.

Service is so bad that I've decided that if I dont get a reply to both of my tickets in the next 2 weeks I'm canceling my account - 45 days and not a response to any of my questions, I'd hate to think how long I would have to wait for a response if my service was out.

[bossrock1969]

Its been four months since I have signed up and paid for a years subscribtion, two and a half months of actually being able to use the service (not very good), waiting for two months to get my old number ported, received an email wondering if my ticket was taken care of yet (my ticket was for my porting of my old number), which had the attached copies of the appropriate forms to have my number ported. This company's customer service is a joke on their best day. I got more communication from my ex-wife on why she hasn't paid her child support than I have with these clowns!!! I will be leaving this company behind, no questions....

[rdenny]

i had work tickets submitted for over 2 months that were ignored.when i finally talked to somebody at vt,i was told that phone ins were priority over tickets.what are you supposed to do if your phone is not working?

[Richard123]

I always assumed that managing firmware (versions) was part of VT provisioning - do I understand correctly that this is not the case?

[rlmercer]

Looks like most people in replaying have fingured out Support. Your quick response was a "Result of a task NOT an Issue". I'm sure you could have gotten same from customer support.....which is where the ticket was probably pushed to.



Response to "Resolved in MINUTES"
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Here's the "KEY to ViaTalk Support Bashing".............Response (do not read tickets before responding to customer and issue) and No-Action on Trouble Ticket before pushing back to customer. Not sure why they take this road.......loss of business and growth. I doubt they get any refferals

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Quick Exmple: Remote Voicemail Access and Toll-Free Number Access
NO remote access to voicemail by using another phone line.....Unable to use " * " key to access voicemail. Also that the Toll-Free Number works @ 50% at best.

Reply was that there are 4 ways to get voicemail. Email, *123 from ViaTalk line, Toll-Free Access Number and Pressing * from another line when calling ViaTalk Number.

Advised I do not have email access while driving down road.

Reply was that I can check it from my house using the VaTalk line.

Advised I opened the ticket on Remote Access using * while calling my ViaTalk number

Support's Last response Response(May2008)..........Tested and found no issues.

Resfreshed ticket several times by advising no access still and requesting what was tested

NINE MONTHS later.....................Support picks up ticket and resolves the issue. Ticket submitted in Jan. 2008 after applying for service.
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Submit a ticket on an issue, such as a feature not working. Once you have done that you will understand the frustration, frustration, frustration....then you will be part of the bashing.

Frankly I have no other issues with any other departments. They are friendly and provide the service they are tasked with.....billing, Service adds-removal.....etc. Would love features to work...by time and patients are exausted after last two weeks of push and pull of tickets (without any progress), loss of ticket access, responses placed into other tickets, constantly asking the same question you have replied to previously...............ON and ON and ON.

No more time.......Remote access working........thought I would try to get other features working...Submitted 9 tickets on features not working.........................TWO WEEKS..........NO PROGRESS!

IDIOT REPLYS!!!