WOW, that sucked!

[tynnmahn]

I was seriously thinking of going with this company but had a couple of clarification questions to ask.

The first person I talked to was pretty clueless about some two really simple questions I had so she said she'd have to transfer me to someone else.

I started out at #22 in que and it would go down then up then down, then up. After a couple of hours (I'm not sure how long because have a hands free deal and was working as I waited) I got down to under ten somewhere and got a "telephone support unavailable try on-line" message and was disconnected.

Not a lot of faith. I don't think I'm signing up for this service.

One other thing I've noticed that tells me stay away is, I've only read one "official" looking response on this board and it was derogatory and disregarding. Plus, I think that some of the posters here are "plants". That is, they are actually employees that try to downplay people's frustrations.

This tells me that this company has very little concern over customer experience.

[digger16309]

I am not an employee nor a VT fanboy. I signed up a month before the SunRocket debacle of Aught Seven and weathered it fairly well.

Things seem to be calming down now. VT is resolving the backload of tickets and the phone wait times are trending much shorter.

As for the responses on this board, VT is not Walmart. They do not have a bunch of senior citizens doing meet and greet. They are young people in their 20s who lately have been under a lot of stress. Everybody has a bad day.

I have required minor service from VT 3 times since signing up and I have not had any issues electronically or by phone.

You should know that anecdotally, the people with the most issues tend to be those that are not using a VT provisioned device and the quality of your internet connection plays a large role in service quality of VoIP.

[rlgv]

I tend to agree with the above. I'm not going to blow smoke and say the service has been amazing, but when you take into account what has happened, what Viatalk has been able to accomplish is pretty good. I made the switch after Sunrocket, like many. I had been very happy with Sunrocket, up till the end, when they started charging me for things they never did before. Anyway, compared to the my days with Sunrocket, this service has been down right smooth.

Sure, like everyone, I've had long hold times, features that I miss, long waits for the number to port, or the virtual number to be set up, but everything DOES happen. Every time I have talked with tech support, they have been good, resolved my problems quickly (after the wait). If you go into this with unreasonable expectations, of course you are going to be unhappy. If you understand the ENTIRE VIOP industry got turned upside down by what happened, you will have a better understanding what this company is going through.

[Brixee]

Agrees...

Been a happy VT customer since Mar 07. Bit slow to get # ported, but worth the wait. Not a single technical issue *yet*. I was really nervous when SR died that a lot of those customers would join VT and disrupt service, but it hasn't.

I tend to agree with the above. I'm not going to blow smoke and say the service has been amazing, but when you take into account what has happened, what Viatalk has been able to accomplish is pretty good. I made the switch after Sunrocket, like many. I had been very happy with Sunrocket, up till the end, when they started charging me for things they never did before. Anyway, compared to the my days with Sunrocket, this service has been down right smooth.

Sure, like everyone, I've had long hold times, features that I miss, long waits for the number to port, or the virtual number to be set up, but everything DOES happen. Every time I have talked with tech support, they have been good, resolved my problems quickly (after the wait). If you go into this with unreasonable expectations, of course you are going to be unhappy. If you understand the ENTIRE VIOP industry got turned upside down by what happened, you will have a better understanding what this company is going through.

[tynnmahn]

ok,

I didn't realize that not expecting to get hung up on after waiting on hold for a pretty long period of time was an "unreasonable expectation".

Are you kidding me?!??

Again, all I can say is... WOW

-edit: btw, if these are VIA talk posts, which I strongly suspect, you'd be better off just apologizing and admitting that these are NOT unreasonable expectaions, and that VIA will make every REAL effort to provide a decent level of support in the future. Otherwise, people are not going to sign up, I know that I will not, especially given the posts in reply to my original post.... Give me a break, "sure VIA talk has abused their customers including myself, but the service seems to work adequately, so stop being unreasonable and take your abuse like a good boy..." WOW

[rlgv]

I've called support several times. When I get someone, after the several hour wait, I get helped quickly and professionally. Every problem has been resolved while I was still on the phone. I've called because my control panel was messed up, to set up a virtual number, to get help re-configuring my Sunrocket SR-211, help with number porting. I have never been hung up on.

Based on the tone of your message, if you called me, I'd probably hang up on you too. Being nice to people goes a long way, you might want to try it.


ok,

I didn't realize that not expecting to get hung up on after waiting on hold for a pretty long period of time was an "unreasonable expectation".

Are you kidding me?!??

Again, all I can say is... WOW

-edit: btw, if these are VIA talk posts, which I strongly suspect, you'd be better off just apologizing and admitting that these are NOT unreasonable expectaions, and that VIA will make every REAL effort to provide a decent level of support in the future. Otherwise, people are not going to sign up, I know that I will not, especially given the posts in reply to my original post.... Give me a break, "sure VIA talk has abused their customers including myself, but the service seems to work adequately, so stop being unreasonable and take your abuse like a good boy..." WOW

[tynnmahn]

lmao

I suppose that all the people that have been hung up on deserved it.....

[littleminx]

^^^giggles^^^

i know how you feel.

sure there have been a lot of changes recently, but i gotta say these past few months worth of service blips along with the response folks have been getting about them here and elsewhere have found me seriously looking for another phone service.

though you do tend to see a lot of "please pat us on the back because we. . ." items on this board, "i'm sorry about your frustrations" , and/or "let me help you with that" don't seem to be in the vocabulary here - but then again i was told this forum wasn't the place to come for help with viatalk issues.

[rwt1871]

I don't think that Viatalk is perfect, but I do feel they go out of their way to make things right and offer great customer service. Their enthusiasm and ideas for their product is what persuaded me to sign up. I expect more great features from this company who seem to think outside of the box. The wait time is now a bit longer now that they are taking on a large influx of customers. When I first signed up the wait time wasn't as long, but it is to be expected considering the current situation.

Tynnmahn you haven't once stated what your questions were? The people on this board are customer's of Viatalk with some who actually work for them, but they are identified. Viatalk is owned by Hostrocket and is less likely to cut off service abruptly. If you are looking to whine and compalin, well that can be done with any company. If you look for the positives and track record of Viatalk you will find a fairly new company that is going places. I also have Vonage which is a good service, but customer service is almost non-existent.

[tynnmahn]

never had a question that I wanted answered on this board. Just said it was feedback for VIaTalk so I thought I'd give some feedback

[rwt1871]

"I was seriously thinking of going with this company but had a couple of clarification questions to ask."