Torsk
join:2007-12-21
Los Angeles, CA
| VOIP Nightmare!
What do you get when you talk with sales staff that are poorly versed in the product they are selling?
Grief!
I have recently gone through the painful process of installing VOIP service using Speakeasy of Seattle Washington. I have had them as my ISP for 5 years with little or no complaints. They are a bit more expensive than most companies and provide immediate customer service/tech support with a real person. However, sales is another story.
Before I start this ugly story. Is there anyone else out there that has a horror tale that involves Speakeasy?
I called Speakeasy a few weeks prior to thanksgiving and ordered VOIP. I asked about any potential problems I may come across using VOIP.
The answer was none whatsoever. I was then directed to call an authorization number which took me through step by step of their system. The very last thing I heard on the authorization was that this VOIP service may not be compatible with your home security system.
I immediately called Speakeasy. They assured me it would work and recommended I continue with the installation. (I found out later that the person I was talking to had not received adequate training and should have never made these recommendations.)
I called Speakeasy tech on a few occasions to confirm what the process would be for transitioning to VOIP. I was told they would send a
connector that I plugged into the wall. I asked about the phone outlets and whether they would all be active or not. I was told yes they would
be active, but where would you like us to activate the port in your home? This confused me and the more I asked them about the activating port thing, the more they became unsure if all the ports in the house on that circuit would be active. They sort of brushed it aside and said it would work, we will make sure it does. (If you ever install VOIP make sure they run a line into a cupboard or closet where you can hide all the wires, modems routers etc.)
I trusted Speakeasy and went ahead. I was told it would take approximately 8-10 days for them to transfer my existing number from Verizon to Speakeasy. I could look forward to no breaks in service and that the entire process would be seamless. I was told I would have phone service from Verizon until the 26th Nov. Not true. Verizon cut us off the day before Thanksgiving. I called Speakeasy tech and their answer was. �€œYou should have read the small print on page�€ï¿½ï¿½€ Not exactly what you want to hear. The next call to them they stated it is nothing to do with us, try calling Verizon. 1 hour and 12 mins later (been on hold on my cell phone) I get this. �€œThere is nothing we can do until Saturday�€.
(they still have not come.) While all this nonsense is going on I have these third party vendors associated with Speakeasy turn up unannounced and start looking for access to the house and the outside connections for phone and data. (this happened twice) The vendors even had the audacity to say we were not in when they called and that we, the home owners were responsible for the call out fees.
Monday 26th November arrives, no phone service since the previous Wednesday. UPS drops off a piece of hardware. What the hell is this thing? Call Speakeasy. Tech support takes me through installation and setup. (still on my cell phone) One hour later the tech decides that the
hardware is defective and I will need to wait two more days for a replacement to arrive.
Let me add to this. I took two days off of work and my wife took one day off to accommodate this mess. I have probably spent around 5 hours
on the phone.
Wednesday evening I have a package with the replacement hardware. I plug it in and power up all the devices. Hurray we have a phone that works, now to test the alarm system. Call the alarm company and went through all the necessary steps to test the system. No joy, it does
not work.
I priced a metered line from the phone company that would be dedicated to the alarm sytem. $25-$27 per month after all the city, state, line subscription etc, etc fees. I have found it is better to just go back to the phone company.
Speakeasy has admitted that the entire process for us has been unacceptable and offered the following.
$10 per month towards a metered line
$40 to get the metered line up and running and 3 months telephone and internet service free.
The best part is when they tell me they are waiving any call out fees we accrued during the nightmare.
I have turned it down as I think it is insulting.
I really wish there was some way to punish people/companies who mess up others lives with there promises.
Thanks
Torsk |
