dannyges
join:2004-10-03
Bowling Green, KY
|  nightmare with tech support and customer service
About a month ago my voip ETA310 quit working, so I started to troubleshoot and relized I had and still have a bad unit I guess after time it gave up, been a customer of theirs for about 6 years now. I am a Maintenance Specialist for one of the largest telecommunication companies in the country, certified in a few things head of projects such as Voip and such. So I made the first call to packet 8 and tried to explain my problem, the fellow who was on the other side of the phone had no interest to hear my problem and blamed it on something I had done (you know one of those ignorant people who subscribes to their service that really dont know how it works and why it works) thanked me for calling packet 8 and wished me a good night. Called back, called into the wrong department, didnt realize I did so until I waited about 25 more mins on the phone with them, from there they sent me back to tech service, well this time my cell phone battery died. Before it did, I gave them a different number to call me so we could still solve my problem, never got a call back.
Started a ticket off their site, # ID535987 to their reply was "love to help you and replace your unit at no cost but we need to troubleshoot and told me how to do troubleshoot 101 on the unit and wished me a good day and to call back if I still had problems. I know am getting long-winded but it gets worse.
So next day I called and scheduled to have my account terminated, then went back to tech service and said am I serious about this I will leave if you dont fix my problem to Kim (am pretty sure this is her name, the tech supervisor on the floor that day) she assured me that billing would solve my problem if I explained my issues again, at this point no one again from the first guy really had cared to know what my problem is, simply the fact that I informed them that I called ten times by then was enough for everyone of them even the supervisor to know that they didnt want to deal with me and push me right along to the next person. So I went back to customer service and billing to be wished a good day again and they were not able to help me with anything, So at this point my question is, How do you keep customers if you cant troubleshoot?, oh wait I have to ask this first Are they interested in troubleshooting and actually finding the problems? Not even if the customer is willing to close an account where you have gotten your money ever month for the last six years? the company I work for will follow up with you if you called two times in the last month just to see if there is something else wrong, a supervisor will make contact with you if you have called 3 times in a week or less time. And yes we drop the ball from time to time like any other company but man, when a customer calls that many times and goes that far we make sure that he is happy by the time we are done fixing the problem.
To finish my complaining, I decided I wanted to end my business with Packet8, and port my number to a different company so I called packet 8 and asked to keep my account active until I could take my number that I ported on to them well they assured me they would and last week I get a notice saying that my account was terminated. So Please read this and let me assure you that this company will take your money for the service but when you need support they will not help you, and I am not so sure they have people in every shift who are qualified to help you, specially if you tell them you work on that field.
And if your local telecommunication company offers voip, it may be more expensive but they are worth it because they do have local techs who will work on the stuff if you need it.
D Garcia |
