jsnap
join:2007-07-17 | reply to VTBrendan
Re: ViaTalk Q/A
Despite what Brenden is saying, it looks like people are still having the same issues I read about over the last 2 weeks. Based on this, I will be canceling my order tonight. I just can't deal with anymore phone crap. |
|
B
Premium,MVM
join:2000-10-28
| At 21:03 you wrote:
And give him a break. He's had a lot on his plate trying to expand so quickly. At 00:19 you wrote:
Despite what Brenden is saying, it looks like people are still having the same issues I read about over the last 2 weeks. Based on this, I will be canceling my order tonight. I just can't deal with anymore phone crap. 3 hours. That was some break. 
-- B
--
In a realm outside causality and function |
|
44402812
Hack The Planet
Premium
join:2006-08-28
Plattsburgh, NY
| reply to VTBrendan
Sometimes when I place a call the other person can't here me but I can hear them. Or one or both of our voice's cut out or sound robotic? I have 3meg down and 768k up with nothing else running in the background. Using the DMZ of a DI524 with a static IP.
Your staff has changed the ports and seems to clear up the quality thus far. However, I still have the problem intimately but not as often. Could you please comment. Thanks |
|
pops2
join:2007-07-13
Portage, MI | reply to VTBrendan
Brendan, as already noted by some others, this thread is an outstanding attempt on your part to respond to customer needs. I look forward to keeping up with it as you have the time/energy to continue it! |
|
Russell_
join:2006-04-06
2 edits | reply to VTBrendan
The big issue for a lot of us former SunRocket customers is that we have phone numbers we don't want to lose. And, calls we don't want to lose. We've sent in our LOA for porting. Kudos to Teleblend for keeping the old SunRocket network up - largely due to them we've still been getting incoming calls. Once they kill SunRocket service (we've heard no later than Aug 5), believe me, you'll have a lot more unhappy customers as all of a sudden everything from doctor's appointement callbacks to just about anyone who has my number calling will get a "number has been disconnected or not in service". You could argue that we could give them our temp number - sure we'll be doing that for immediate family, but your average customer does not want to make dozens of calls only to change it back once the porting occurs.
From friends of mine who've moved to other companies, the port occurred in a matter of days. I realize you're training new staff. Surely, the porting process is a very clerical operation and can be achieved by hiring good quality "temp" staff and train them for the mechanical portions of this function?
My story: faxed in LOA on 7/25. No notification whatsoever. Called yesterday. Refaxed 7/31. Got the "20 business days" for the port to occur message - I do realize that it may happen sooner. Knowing that SunRocket service can die any day saying "20 business days" at this point leaves a very bad taste in the mouth. I'd much rather ViaTalk state that if there are no issues we expect the port to occur in 3 business days. |
|
jsnap
join:2007-07-17
2 edits | reply to VTBrendan
After my previous posts, I read more here last night, and this morning, and see others are still having issues I wasn't aware were still continuing to plague VT.
After trying to get through to sales by phone many, many times over the last 2 weeks, getting dropped out of the queue numerous times and chalking it up to my temp service being so bad, I decided to try the Live chat thing. I never managed to through with that either. Brenden's advice to call the sales department for expediting my order was fruitless.
I'm only human, and a stressed one too at that.
I just found out the temporary service a friend hooked me up with, through allo.com will also be going away tonight for good, if it didn't already. So now, I'm really desperate. I can no longer wait. I'm moving on. Perhaps when things have settled down and VT gets things going as promised, I'll take another look at them. But I need service now. |
|
krazibones
join:2002-09-10
Gaithersburg, MD
| reply to VTBrendan
I emailed my LOA to loas@viatalk.com over a week and half ago and have not heard anything. How do i know the email was acknowledged? Is it faster if i fax in the LOA and Sunrocket invoices? I also have 3 tickets in queue since July 26 and none have been answered, should i just give up? |
|
KayakinMike
Premium
join:2006-02-22
Alameda, CA
 ·VOIPo
 ·Comcast
·Alameda Power & Te..
| said by krazibones  :I emailed my LOA to loas@viatalk.com over a week and half ago and have not heard anything. How do i know the email was acknowledged? Is it faster if i fax in the LOA and Sunrocket invoices? I also have 3 tickets in queue since July 26 and none have been answered, should i just give up? I would fax in the LOA. I emailed mine on 7/23/2007. On 7/26/2007 I called and spoke to a very helpful Tiffany who sent out my welcome email right away, after ordering on 7/16/2007 and nothing. She suggested that I fax in my port request. I did so that day and received my confirmation email on 7/30/2007 that my request for port had been received and it would take the approx 20 business days...
Sometimes it's worth waiting on the phone. Not only did I get all my questions answered, but all check marks went green the same day I called, I even received my PAP2T adapter on 7/30/2007!
Mike |
|
edwashere
join:2000-08-09
Charlotte, NC
| reply to VTBrendan
I have suddenly seen a rash of SR tickets being closed out without being resolved. It seems there is pressure being put on your staff to resolve SR's without really resolving them. This smacks of trying to hit resolution numbers for the CEO instead of actually serving the customer. I think ViaTalk has to be careful to not have the CEO in the Ivory Tower without really knowing what is going on in the trenches.
What, if any, quality controls are you putting into place to ensure true customer satisfaction instead of just showing impressive resolution numbers?
In my case, I have had 3 SR's closed out for a truely messed up number port (for my father-in-law who had a stroke and uses his ViaTalk phone as his lifeline) and not only has there not been a resolution, ViaTalk lost his number and we are unable to retrieve it. [MOV-26867] |
|
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs:
·VOIPo
·Metrocast Communic..
 ·AT&T DSL Service
·ViaTalk
| said by edwashere :In my case, I have had 3 SR's closed out for a truely messed up number port (for my father-in-law who had a stroke and uses his ViaTalk phone as his lifeline) and not only has there not been a resolution, ViaTalk lost his number and we are unable to retrieve it. [MOV-26867] No offense taken, but I would NEVER use VoIP as a lifeline in that situation. I like my experiences with VoIP, but that is WAY too risky for me.
--
"A religious war is like children fighting over who has the strongest imaginary friend."
Have you been touched by his noodly appendage? »www.venganza.org |
|
edwashere
join:2000-08-09
Charlotte, NC
1 edit | reply to VTBrendan
I really appreciate you having this forum. It shows you really do care.
That being said, why is there no way to contact a person directly who is handling your SR?
I am replying to Melissa Stone's email to me, but it goes into an SR queue and she never returns the message [view MOV-26867]. It has been two days and I am not sure she is even getting my replies to your main SR response email address.
The fact that you are getting swamped with SR's even makes it more certain to me that she may have never seen my responses to her questions.
If you wait for 2 1/2 hours, and I have several times, to speak to a technical support person, they have no information other than what is on the SR ticket and they refuse to connect you to the technician that is working on your SR.
Why? -- I think many of your issues would be resolved and the call wait times would drop if you allowed the customers to connect directly to the person working on their SR.
What gives? -- Is Melissa Stone some kind of secret ViaTalk agent? Is there a special handshake or a coded word needed to speak to someone in the move department? Is this really some federal government program to take over the VoIP world?
'come on -- you can tell us.... |
|
edwashere
join:2000-08-09
Charlotte, NC
| reply to ptrowski
Yes, I realize that now... They don't have it together yet to be truely reliable.
The issue was, he was moving from one area to another and he could not port his number (that he has had for more than 40 years) with him with the telco. Vonage allowed him to port the number and take it with him... In 2 years he never had an issue -- Moving it to ViaTalk is what messed things up.
And to think we moved it to ViaTalk because we thought Vonage was going out of business and we wanted a stable and reliable VoIP company. |
|
redshift
Premium
join:2004-03-23
Beverly Hills, CA
| reply to edwashere
said by edwashere :In my case, I have had 3 SR's closed out for a truely messed up number port (for my father-in-law who had a stroke and uses his ViaTalk phone as his lifeline) and not only has there not been a resolution, ViaTalk lost his number and we are unable to retrieve it. [MOV-26867] I know this doesn't help with the current situation (hope that gets resolved for you asap) however I would have to agree with Ptrowski. Someone with a stroke needs proper service. I'm assuming he's on Asasantin or Aspirin or some other blood thinning med, and is probably at high risk of having some other atherosclerotic induced problem, so for everyone's sake it's probably best he get a POTS line line...
--
"So this is how liberty dies. With thunderous applause." |
|
pops2
join:2007-07-13
Portage, MI
| reply to ptrowski
I agree with the ptrowski, even as I also really empathize with you in this very difficult situation. There must be someone somewhere who can step up to the plate on his behalf, and get him a landline (not either voip or cell line) as soon as it can be done. In this case, the health issue has to override the cost factor if at all possible. |
|
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | reply to edwashere
Hi ed,
I was referring to ANY VoIP provider in a situation like that. |
|
edwashere
join:2000-08-09
Charlotte, NC
| I got you ptrowski...
Just so everyone knows...
He has a push button help thing that works via cellular in our area.
The issue is his phone. We check in with him several times a day and he has had his number forever and he wants to keep it. |
|
netscooby
join:2007-07-22
Raleigh, NC
| reply to VTBrendan
Brendan,
Thank you for coming on this board. It does mean a lot and it is good to have some questions answered. Mine is more of statement than a question.
I have noticed from many years of professional work that actual results matter less than communication and setting expectations. Results do matter, but you can work around your current issues with better communication. The big problem here is that nobody (the customers) understand what is going on and they have to wait hours on hold to maybe get an answer.
I believe that you could minimize the amount of calls to your help desk with proper communication. That means having status and important information available and updated on the web site. Also, I'm sure that many of your calls have to do with number portability. There are many issues here. First, if the LOA is emailed, you need one email per document sent. Nowhere do your instructions indicate that and I personally lost over a week and a couple long hold times to find that out. Also, have the people handling the portability provide updates - your programmers should be able to throw together a quick tool to help minimize their effort. People don't even know if their information has been received, or if it is all correct.
There are many things that you can be doing with minimal effort that would reduce time needed providing support. I believe you would see a windfall effect from that. You've taken the right step by coming into this forum, please consider these suggestions.
Thank you,
Jim |
|
cdthomas23
Premium
join:2007-07-31
Maryville, TN
| reply to VTBrendan
A couple questions about "automation." When I missed putting in the free shipping code, I called to get it credited to my account and the CS rep said it was all automated and couldn't be added in.
Also, I hear the same things about putting in referrals. I realize automation is good up front, but your CS folks should be able to correct things on the back end.
Is this really the case?
--
Craig Thomas
»blog.craigdthomas.com |
|
jestep
join:2002-12-28
Corona, CA | reply to VTBrendan
One thing that really upsets me is, "You are caller 48"... Then "You are caller 47"... Then "You are caller 48"
This type of 'counting' happens over and over while on hold. |
|
pops2
join:2007-07-13
Portage, MI | jestep, an easy fix to this one is to add Priority Support for $1.95 month, & then just cancel it when the queues are short enough for you to do without it. |
|
