OrdinaryWonder
09-25-2007, 06:49 PM
"Your Feedback is Appreciated
This is a dedicated section for all feedback and comments about our service. We at ViaTalk believe it is very important to listen to our community and value the opinions of everyone. Let us know how we're doing, and even share your experiences with us. We would love to hear from you and appreciate your time in sharing."
My afternoon...
4 PM. I am scheduled to lead a phone conference with a group of colleagues from around the country. When I make the call to conect I get a busy signal. Then another and then another.
4:05 PM, People are waiting for me... Frantically I grab my very unreliable Sprint cell phone and call my own (VIATALK) number. It not only didn't pick up it went INSIDE my voicemail. I don't mean TO voicemail. I mean INSIDE it, at the level where I could change options, create a new message, etc... No voicemail message. No request for a password. Anybody who called my number could have listened to every message I have in my voicemail directories.
4:10 PM. I use my unreliable cell phone to call a colleague to explain that my viatalk phone service isn't working...again.
4:30, I am on the phone with Viatalk, luckily I have priority support. So it only takes about 10 mins to get help. The fellow at support said "well you are connected to the wrong server." Why are you connected to houston-1? It should be Houston-1a..." (I was connected to that server because the last time this happened that's where you told me to connect to.) So how does that happen? And why should anybody ever have to think about this after set up?
4:45 PM My important call has to be rescheduled for another day. My colleague has to explain I use that "internet phone stuff" and that my phone isn't working, again. Meanwhile I change servers. This is the third or fourth server customer suport has suggested I change. Phone call quality is really bad. I can barely understand the tech support guy who tells me: " Everything looks great on this end."
Then why can't I hear you? "Oh, I see you have BYOD. Well thats the problem." Which is what they say every time I call. So the tactic becomes blame the customer. So now I've ordered and paid (39.95... and s/h, an extra $10) for a new phone adapter I know I don't need but have decided I better get so you won't be able to blame me the next time this doesn't work. If you think BYOD is so unreliable please stop offering it. Or at least stop using it as an excuse with customers like myself who ahve been with youlong enough to have the sip settings correctly registered.
5:00 PM I get off the phone with Tech support. Lucas, never apologizes for the inconvenience. No one ever does. They're not mean, they are not unprofessional but its clear they're staying away from admiting there are problems. A far cry from the Viatalk of a year ago.
5:10. I wanted to leave feedback. Hoping it will help. But since my emails to thedifference@viatalk.com always go unacknowledged...not even an autoresponder... I doubt it will.
5:28 PM I just shelled out money for a new phone adaptor, nobody apologized and nobody has offered to credit my account for the trouble I've been through or to thank me for sticking by you during all the chaos this summer.
This is a dedicated section for all feedback and comments about our service. We at ViaTalk believe it is very important to listen to our community and value the opinions of everyone. Let us know how we're doing, and even share your experiences with us. We would love to hear from you and appreciate your time in sharing."
My afternoon...
4 PM. I am scheduled to lead a phone conference with a group of colleagues from around the country. When I make the call to conect I get a busy signal. Then another and then another.
4:05 PM, People are waiting for me... Frantically I grab my very unreliable Sprint cell phone and call my own (VIATALK) number. It not only didn't pick up it went INSIDE my voicemail. I don't mean TO voicemail. I mean INSIDE it, at the level where I could change options, create a new message, etc... No voicemail message. No request for a password. Anybody who called my number could have listened to every message I have in my voicemail directories.
4:10 PM. I use my unreliable cell phone to call a colleague to explain that my viatalk phone service isn't working...again.
4:30, I am on the phone with Viatalk, luckily I have priority support. So it only takes about 10 mins to get help. The fellow at support said "well you are connected to the wrong server." Why are you connected to houston-1? It should be Houston-1a..." (I was connected to that server because the last time this happened that's where you told me to connect to.) So how does that happen? And why should anybody ever have to think about this after set up?
4:45 PM My important call has to be rescheduled for another day. My colleague has to explain I use that "internet phone stuff" and that my phone isn't working, again. Meanwhile I change servers. This is the third or fourth server customer suport has suggested I change. Phone call quality is really bad. I can barely understand the tech support guy who tells me: " Everything looks great on this end."
Then why can't I hear you? "Oh, I see you have BYOD. Well thats the problem." Which is what they say every time I call. So the tactic becomes blame the customer. So now I've ordered and paid (39.95... and s/h, an extra $10) for a new phone adapter I know I don't need but have decided I better get so you won't be able to blame me the next time this doesn't work. If you think BYOD is so unreliable please stop offering it. Or at least stop using it as an excuse with customers like myself who ahve been with youlong enough to have the sip settings correctly registered.
5:00 PM I get off the phone with Tech support. Lucas, never apologizes for the inconvenience. No one ever does. They're not mean, they are not unprofessional but its clear they're staying away from admiting there are problems. A far cry from the Viatalk of a year ago.
5:10. I wanted to leave feedback. Hoping it will help. But since my emails to thedifference@viatalk.com always go unacknowledged...not even an autoresponder... I doubt it will.
5:28 PM I just shelled out money for a new phone adaptor, nobody apologized and nobody has offered to credit my account for the trouble I've been through or to thank me for sticking by you during all the chaos this summer.