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| [Future9] Puzzeling attitude at Future Nine I'm new to the entire VoIP thing, within these last 10 months, and have been "thru-the-ringer" with past VoIP providers during this time, much like Nitzan Kon felt, when he posted his reviews on this site regarding Comcast, and Via Talk. (check Nitzans profile for the links)
After reading those, I fully agreed about the companies who have attitudes that are degrading, insulting, and aggravating within their customer service base, I thought Future-Nine would be different, being Nitzan, the CEO, understood how the customer feels.
At first it was all going well, but recently I had some service questions, and was also asking about my brothers account too, so I guess it may have looked like more eMails than normal from a customer, because Customer Support stopped answering.
I'm not one to constantly bother any customer service rep for anything I don't actually have an issue with.
To not make an already long story seem like a novel being posted, I'll just list the issues by number, and a small blurb, then anyone can ask for more detail about the exact # in question.
1- didn't know calling a F9 to F9 # required special dialing
(Seems F9#'s can either be dialed with leading 1 or without but dialing the wrong way will deduct outgoing minutes. )
How's someone to know!
2- wrote to customer service asking what's the correct way?
(I was sent TWO(2) conflicting eMails with exact opposite methods)
3- wrote CS again, telling them their emails said both ways.
(was finally told my number needs the 1, the other party at F9 doesn't need the 1)
4- tried it their way, my call to other F9 without leading 1 gave NO sound, or ringing on either side, and went to VoiceMail after the timeout set
(they again stated to not use the 1 and never addressed the problem with no ringing, and vm picking up instead)
5- they stopped answering at this point.
I wrote to Nitzan Kon
6- Nitzan tells me the same thing of dialing without 1 and says "Please try to reduce the amount of support requests you send us."
(I ask Nitzan why he's not answering my question of the call not ringing to phone and hearing it on my end, but he didn't reply to me)
There's more, regarding the incoming minutes being "counted" and Nitzan telling me they don't count incoming, but his own FAQ section says they do, if you go over the "suggested Limit" of 2000 in a month, they review your account, and if doing it each month can cancel or add charges.
I was told Future9 to Future9 didn't make the minutes counter move, either outgoing or incoming, but it does for incoming, and if you don't know what type of number the other Future Nine party has, you could also be deducted for outgoing minutes too.
By Nitzan saying ... in effect ... Don't bother us so much ... sends a message to me, loud and clear, you're starting to forget how it felt, back when Comcast and Via-Talk treated you the same way.
I still like the quality of the voice, but if problems and other issues show up, are you trying to make me think twice about asking Customer Service?
Especially when in another message to CS asking if I'm sending too many emails, they replied ... "Thats ok, we love the feed back we get from our customers."
So, what's changed?
Why am I all-of-a-sudden so repulsive to you?
I just eMail when something shows up, that's not what I thought should happen... with no other way to contact you, you're tying my hands to get help.
Not good Nitzan!
I was also eMailing for my brother who recently lost both his wife and daughter within one year of each other, and recently lost his mother-in-law... to take off some of the stress dealing with changing over phone service, and emailing customer support.
And now our own mother is almost at deaths door, so ... don't think everyone is in a peaches and cream life, with just time to complain to some Customer Service rep for non-sense.
When I send an eMail, it's because something real isn't working as was told, or as was before.
This really aggravated me, ... and then having the CEO insult me too! ... was that the cherry-on-top?
Don't bother to send your apology, I don't know if it's genuine... and would need a lot of time to accept it. | |
| I can relate to you with the fact that it gets frustrating when things aren't working right with your service, especially when times are tough or things with the family are stressful and hard. But for the price this service is worth it!
From the F9 website it says ** Please note that during Beta some of these features will not work, or act weird.
Sometimes something acts weird with the service, but it's totally worth the price. I don't know any other carrier that has this low of international rates! | |
| www.siptraffic.com www.voicetrading.com Can't be that bad since they are most likely the same carrier you are using for International.
said by Dudersup: I don't know any other carrier that has this low of international rates! --
KieranMullen »360oregon.com
| |
| reply to NewUser6
Future Nine definitely needs to spend some time making sure all of the documentation is sufficient and up-to-date.
As for the incoming minutes, I think what is meant by not counting is that they are not part of the 3,000 outbound minutes that are in the package that you see online in your account info.
As I understand it, you can call other FN customers for free using their 10 digit DID *or* using their customer number (login ID). I don't know why you had problems without the 1. | |
pandoraPremium
join:2001-06-01
Outland
kudos:1 Reviews:
 ·Google Voice
 ·Comcast
·ooma
·Future Nine Corp..
| reply to NewUser6
Nitzan has provided first rate support to me for well over a year. He has been very understanding of problems, and unusually helpful with support.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use." | |
| reply to NewUser6
Ah, it's finally happening 
Here is a story about a dream gone bad:
1) Nitzan starts his little business about a year ago.
2) Nitzan hijacks this forum about a year ago masquerading as a concerned new VoIP buddy to everyone.
3) Nitzan always answered questions while touting his new business, trying to find the love of all the irked techies in their little DLSR world.
4) Nitzan worked 24hrs/day to try to be the "perfect" company in this sea of VoIP terribleness.
5) Nitzan gained the $5.00/year spending crowd, and started to sprout.
6) Nitzan quickly found that he couldn't keep all this up, so he hired a bit of low-priced help.
7) So many people were complaining that Nitzan had unfairly gained customers masquerading as a forum helper, that he was forced to take the "President & CEO Futue-nine" out of his forum signature.
8) Now, Nitzan seems to be getting like all the rest of the bad VoIP companies. Nitzan finds himself busy, (just like the rest of the companies), and can't give the service he once did.
9) Nitzan is saddened by what he has become, and verbally attacks with fury this little story.
10) Nitzan has become a company just like the ones he once criticized so much.
THE END! | |
garys_2kPremium
join:2004-05-07
Farmington, MI Reviews:
·callwithus
·Callcentric
| reply to NewUser6
I haven't had any problems, personally, with Nitzan and he helped me through a self-inflicted glitch or two early on. My dial plan also calls all numbers as ten digits, never a problem BUT I've never called another F9 customer.
Still, I've heard that some others have had problems like this. I can't say as I blame you for being upset, but I can't say I've experienced anything like that. | |
| reply to Dudersup
I want everyone to understand, I'm not saying the voice quality of the phone is bad... rather my objection is to the voice quality of customer service and the CEO, ONLY RECENTLY, that's the shocker to me, and issues of basic respect to the customer that caused them to start their own business VoIP service two(2) years ago, or so.
To Dudersup, ... I recently read, on the FreePBX site, the entire FreePBX Trunk Manager is in Beta, maybe this is why , for me, leaving off the leading 1 doesn't work, but keeping it on does, it just deducts the outgoing, DUH.  and that could be why they didn't mention it.
No control over the Beta version of the software,
so why not just say so, I'd understand, instead of ignoring it, and me.
To soitgoes2, ... OH yeah! the FAQ section can be added to as well.. :P ... but I also understand that, so why tell the customer he's bothering CS asking too many questions, if he can't get an answer any other place?
To pandora, ... I hope you're not working for Future9.
your answer sounds like a spin doctor, with the one line-r love fest.
I'm not saying Nitzan is a bad person, just that he's acting as if he's becoming what he hated most from the other companies he had similar troubles with.
To garys_2k, ... Yes, I came here, future9, because of what Nitzan said in his reviews about Comcast and Via-Talk customer support attitude... I hope he's not changing now, from your early-on experience with him.
Do you know anyone on a F9 account you could call to see if it also happens?
If it's just my number, maybe it's because it's also cloaned... it was nice of him to do it, for my SIP phone to ring the same time as the ATA phone,... but if the BETA version of FreePBX does something to the accounts features, I'd think he'd want to trouble shoot the problem, to give more input to the developers.
To all ... why can't the Future9 system see what type of number is dialing to, and from, and make the proper choice what type of connection , with 1 or without, to use, for Free F9 to F9 calls? | | |
|
pandoraPremium
join:2001-06-01
Outland
kudos:1 Reviews:
·Google Voice
·Comcast
·ooma
·Future Nine Corp..
| said by NewUser6:To pandora, ... I hope you're not working for Future9. You'll have to get in line behind the crowd that thinks I'm working for Ooma.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use." | |
| reply to NotPuzzling
YOU may be right, I HOPE YOU are NOT... I really still like the quality of the voice, and if things have to hickup from time to time, until the software comes out of BETA, I'll work with it ... I just don't like being insulted regarding information I'm entitled to when contacting CS using the ONLY method allowed, ... eMail.
This could be the one time a phone call may have solved the problems faster and easier, with ONE call and not 6 emails.... I mean, it's not like they don't know my phone number, or can't leave a voice message... 
haha!
We'll see how the saga unfolds. | |
| reply to pandora
said by pandora:said by NewUser6:To pandora, ... I hope you're not working for Future9. You'll have to get in line behind the crowd that thinks I'm working for Ooma. HA ha ... | |
| reply to pandora
I just checked, ATT fired "pandora" from Ooma. | |
PX EliezerPremium
join:2008-08-09
Hutt River
kudos:13 Reviews:
·callwithus
·voip.ms
·Optimum Voice
·Vitelity VOIP
·Gizmo5
1 edit | reply to NewUser6
said by NewUser6:To pandora, ... I hope you're not working for Future9. your answer sounds like a spin doctor, with the one line-r love fest. Pandora has been a member of this website for over 8 years, and has written over 11,000 posts.
On your first day, please don't go around impugning people. | |
| reply to NotPuzzling
said by NotPuzzling :Ah, it's finally happening Here is a story about a dream gone bad: 1) Nitzan starts his little business about a year ago. 2) Nitzan hijacks this forum about a year ago masquerading as a concerned new VoIP buddy to everyone. 3) Nitzan always answered questions while touting his new business, trying to find the love of all the irked techies in their little DLSR world. 4) Nitzan worked 24hrs/day to try to be the "perfect" company in this sea of VoIP terribleness. 5) Nitzan gained the $5.00/year spending crowd, and started to sprout. 6) Nitzan quickly found that he couldn't keep all this up, so he hired a bit of low-priced help. 7) So many people were complaining that Nitzan had unfairly gained customers masquerading as a forum helper, that he was forced to take the "President & CEO Futue-nine" out of his forum signature. 8) Now, Nitzan seems to be getting like all the rest of the bad VoIP companies. Nitzan finds himself busy, (just like the rest of the companies), and can't give the service he once did. 9) Nitzan is saddened by what he has become, and verbally attacks with fury this little story. 10) Nitzan has become a company just like the ones he once criticized so much. THE END! I agree!! I was fooled by this participation on the this site. I just put in to port my number after a recent email to him. I did not like the tone of his response. Plus the rates show on there rate sheet is misleading as far as the grey route is concern. In 100 % of the time I could not get the Grey or White Route rates quote. I end up using the Premium route on the international calls to a specific country.
I have had a number of emails to F9 support completely ignored. So I setup my own Asterisk system (for under $200) and ported my number to a reliable Mobile company.
Ninety percent of the support questions could be answered with a proper FAQ on the web site, like Callcentric. If you are using a small number of outgoing minutes do not expect ANY support.
With Google Voice and Asterisk, the days are numbered for a number of these smaller VOIP outfit!! | |
edmidorTech - the hard wayPremium
join:2008-05-19
Canada | Right, could you pass me your globe of US please? Has it ever occurred to you that GV is available for US customers only, which can't be said about F9?
Can you name few small VoIP providers with consistently "big" support? Yeah, go ahead!
And how exactly Asterisk is going to kill smaller VoIP outfits? LOL!
Pack your things and try not to get disappointed with "larger outfits" | |
PX EliezerPremium
join:2008-08-09
Hutt River
kudos:13 Reviews:
·callwithus
·voip.ms
·Optimum Voice
·Vitelity VOIP
·Gizmo5
| reply to DaveSin
said by DaveSin:Ninety percent of the support questions could be answered with a proper FAQ on the web site, like Callcentric. If you are using a small number of outgoing minutes do not expect ANY support. I won't comment here up or down on F9. As far as I've seen most folks are happy with the service, but I haven't tried it.
However, I will point out that CallCentric has a highly functional website with extensive documentation, good voice quality, and great customer service.
Yet some folks won't consider CallCentric (or certain other respected providers) because the cost might be a little more each month.
That's unfortunate.
And shortsighted. | |
| reply to PX Eliezer
said by PX Eliezer:said by NewUser6:To pandora, ... I hope you're not working for Future9. your answer sounds like a spin doctor, with the one line-r love fest. Pandora has been a member of this website for over 8 years, and has written over 11,000 posts. On your first day, please don't go around impugning people. Please don't assume anything on my part... it would seem Pandora got the humor in my statement, with his reply ... why can't you?
I'm not trying to bash the company, just trying to figure out the turn-around in attitude from them. | |
| reply to DaveSin
said by DaveSin 
Ninety percent of the support questions could be answered with a proper FAQ on the web site, ...
[/BQUOTE :This much is true. How else to find the answer if not eMailing Customer Support.... or checking the FAQ online.? | |
| reply to PX Eliezer
said by PX Eliezer:On your first day, please don't go around impugning people. On what day is it alright for a company to insult one of it's customers? ... I started with Future9 around 2 weeks and 2 days ago,... (near july 28th, 2009) ... did THEY wait long enough?
i'm not "impugning" the company or the person, or even trying to, ... just speaking facts, ... you can say they're impugning themselves, ... I'm just expressing my opinion, being the recipient of their latest corporate policy.
Please don't make me the bad guy here, ... you're not trying to do that ,... are ya?
(if so ... who's impugning people now?) .. how long should I wait to express my displeasure with someone here?
I said, in other posted answers to people here, I like the company, and did before too, based on Nitzans statements in his two reviews of Comcast and the other company, and just wondered why the change to me... so quickly... I think I have that right to know, if I'm here for one day or 1000 days ... don't I get that right to know? | |
nitzanPremium,VIP
join:2008-02-27
kudos:2 | reply to NewUser6
said by NewUser6:with ONE call and not 6 emails.... And there lies the problem.
You've sent us exactly thirty emails in two weeks. You are paying $6.25 a month. Out of this we make a profit of about $1-2 a month. Maybe $3 if we're lucky. Out of that we have to pay our support folks.While we do our best to provide customers with great support on a budget - there is a limit to what we're willing to take. 30 emails is more than most of our customers would send us in a year - let alone two weeks.
I apologize for airing dirty laundry publicly, but you're pretty much forcing me here. I'm sorry if you felt my email was offending or insulting - that was not the intention. I sincerely just wanted you to stop emailing us so much. We have other customers to support too and we cannot spend hours a day dealing with your cases. If you want to sit on the phone with customer support for hours I suggest moving to someone like Vonage.
As far as my experience with other providers- let's just say I've been on both sides of the fence. Just like there are "good" and "bad" providers - there are also "good" and "bad" customers. We'll do almost anything for a "good" customer, but don't expect us to bend over backwards to serve you if you open 5 cases a day. It's not a matter of whether we like or dislike you - it's an economical fact - support time costs money. Our average support time is very low which is why we can offer such low prices. When you come in and use support resources so much you are impacting our other customers as they will receive slower responses. We cannot allow that and we'd rather lose a "needy" customer in order to provide better service to everyone else.
Think about it, evaluate it, and let me know what you want to do. Your cases all revolve around counting minutes so in all honestly you really ought to just upgrade your plan and spare yourself and us the heartache. Alternatively if you'd like to cancel service then no problem- just let me know and I'll close and refund your account, and wish you good luck with your next provider.
To clarify on incoming minutes: We do not count or bill incoming calls. These DIDs are RESIDENTIAL however and commercial usage is strictly prohibited. This is where it ends. There is no magic number where we'll start billing you - if your usage is residential then you will not be billed for incoming minutes. | |
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