I was a phone-power customer for nearly 3 years and really enjoyed the service and outstanding customer care from PP. Nearly a year ago I have switched to another company to accommodate my requirement and budget. Right now I have 3 VOIP lines in the house. As we have moved from east to west, I have obtained a MJ plus with a very good phone number. Recently been to PP website and found pretty attractive deal that will accommodate my current requirements and I was expecting the same better service that I had in the past, oh boy I was wrong!
Went to local Frys to get a PP adapter bundle. Store 1 had a opened/customer returned pack which I didn't want to try because I didn't want to get messed up with the re-activation issues involved. Went to Store 2 and got a brand new pack. Came home and started activation process, here comes the starting trouble...
PP wont let me activate the adapter saying that it is not a retail adapter that I can activate online. Being a computer support professional for 14+ yrs I knew it is a adapter/mac authorization issue. Being a support guy I never pretend to be tech savvy when dealing with customer support as no one likes competition
Assuming this is a technical issue, I started online chat with "tech" person and explained the situation and copy pasted the error message I got from PP website. To my surprise this guy transferred the chat to "sales" department :O. Ok, I thought I might be wrong and it is a sales issue and continued to chat with sales rep and she suggested me that I should call the "billing" department. Well, I called the "billing" department and learned PP "sales" and "billing" is same department. Here it goes again, explained from beginning, this girl understood its a technical issue and transferred me to "tech" support. Again, explained the situation (4th) time to the technical guy, after listening carefully this guys wanted to transfer me to "sales" department!!! Ok, time up, that is it, I lost my temper. I raised my volume this time and asked this guy to stop bouncing me from sales to tech to billing to sales! Ok now he started realizing I hate the bouncing game and agreed to help me. After putting me on hold for 2-3 minutes he figured out the issue as I guessed. Mac ID not in their authorized devices list! He added my device mac ID to their system and I was able to proceed with the registration. I thanked him and he wanted to know from where (store and location) I got this device and I gave him that info.
Completed online registration process and requested to transfer my number from MJ plus. I got a order confirmation email saying that I will get another email with the service activation notification.
Upon login to "my account" on PP website it says my service should be activated after midnight.
Midnight gone, mid day came. I got dial tone on my device, but wont let me dial any numbers. My account page stuck on after mid night message. Curious to know what happened I called the billing department and the lady told me MJ rejected my porting request and my service is not activated. Hello, PP should have shoot an email to me informing me the situation at least! Well I kept this thought to myself and asked the lady the reason for rejection. She said, MJ wants my account number and the pin number. Now, I asked the lady, will I be able to use the service during the number porting process or do I have to wait until the number porting completed? She said, I should be able to make outgoing calls while waiting for number porting, but incoming will work only after porting completed. But to do this, I should get the account number and pin from MJ and give it to PP. I knew she is right as I ported number to PP in the past and it was the same situation that time. I thanked the lady and hang up.
Now I called MJ and got the account number and the pin number. Called back PP billing again. This time another lady came to phone. Explained the situation, she checked the past call record. She took the account number and pin number. This time I asked her when the service will be activated so that I can start making outgoing calls. She said 3-10 business days! I said I am not asking about number porting but service activation, she said she understood that and repeated 3-10 business days.
I believe I am stuck now as PP initiated number porting and I don't want lose my number. So I have no other option but to wait 3-10 business days.
PP surely has to concentrate on employee training. Their customer support was not like this in the past. I never had such a horrible experience in the past with PP. Tech guys were so good as they exactly new what they were doing, not anymore! So sad! I was planning to move my other 2 numbers to PP, but now I realized that it would be another horrible mistakes, so never again!
I have a pretty good review written for PP 2 years ago. I believe its time to update with single stars!