Dear Ooma Users,
Here at Ooma, we care deeply that each of you has a great experience owning and using Ooma products. As part of this, we recognize that access to timely and helpful customer support is critical to creating a delightful Ooma experience. Unfortunately, we have not always lived up to our standards for timely and helpful customer support, particularly of late, and so I want both to apologize to those of you who have had a frustrating customer support experience and to emphasize that this is a matter we take seriously and are very actively addressing.
As a small, fast growing company, we are always looking ahead and try to plan appropriately to support our growth. We did not do this well enough to handle the volume we’ve experienced since the launch of the new Ooma Telo on Oct 1. I want to assure you that we are taking the steps you would expect, including adding agents, increasing training on the new Ooma Telo, revising policies to solve or escalate problems faster, and better utilizing automation. We intensively measure our customer support against high standards that we have set, and will not rest until we consistently provide timely and helpful support.
Personally, I am excited about Ooma in so many ways. We believe Ooma brings features not seen before in residential telephony, and at a price and value that is unbeatable. I greatly appreciate your being an Ooma customer, I thank you for your patience if you have had a frustrating experience with our customer support, and most of all I want you to know the whole Ooma team is committed to making your complete Ooma experience a terrific one.
Sincerely,
Eric Stang
CEO
(11 votes, average: 4.64 out of 5)
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My experience has been that the customer service through Ooma was polite and followed through consistently. The one thing that would be helpful would be to better inform Level 1 support about upcoming topics so that they can more easily and quickly be able to answer questions. One particular example that comes to mind is Google Voice extensions. I’ve spoken to and emailed support to get an update on implementation and each time, the Level 1 support person had no idea what this was. They said it quite pleasantly and followed up in a most reasonable time frame, but they initially had no idea.
Please fix MY OOMA and Blacklists feature bugs
Eric, You say that customer support is number one.
I simply am not 100% sure of this.
Me and my family all waited for the launch of the Telo , only to find that the heart and soul of the ooma product has been tarnished by this new regulatory fee you are passing on to consumers.
I’m sorry to say we are just going to have to take our business elsewhere if this doesn’t change for those of us who waited FOR the telo.
I feel we are not getting what has been advertised.
We __specifically__ waited for the telo as well as GoogleVoice and BlueTooth functionality, and now you are changing the game.
You are tarnishing a wonderful thing.
Ooma just isn’t ooma without the availability of the 100% free for life service.
Disheartened regards,
George
One of the best customer services I have ever seen has been with Speakeasy. How do they do it? It looks like Level 3 support answers the call. No agents, call centers, intermediaries, script readers, minimum wage robots. Just a competent engineer from among those who make the products and services work. hence their efficiency in resolving issues, pride in quality of service and competent handling of problems. They can always push the caller down to a level 2 or level 1 handler if they don’t know what they are talking about! It seems taxing, but it works because it does not waste time talking and taking messages when they can directly fix problems.
I had a problem that took months to resolve where the Caller ID information on two of my numbers had been switched. (This was earlier in the year, well before the Telo launch.) As I kept calling in about it, I was stunned to learn that your ticket tracking system allows personnel to close a ticket without even recording names. I can’t tell you how many times I had to ask support to reopen the ticket, each time having to reiterate the entire history of the issue.
I ran support departments for many years. I didn’t even know there was a system available that didn’t automatically record names and dates when tickets are updated. I understand the challenges of a rapid growth environment. However, you need the right infrastructure in place to at least allow accountability.
I’ve had the Ooma Hub and Scout for over a year now and love it and have always had wonderful customer service. What exactly is the difference with the new Ooma Telo? And why are they talking about a charge with it? Nothing has changed with the Hub and Scout has it, charge wise I mean? I love mine and recommend it to anyone!
Dear Ooma -
I am searching for an alternative as ATT Call Vantage abruptly disconnected my VOIP on October 22. They told me they are no longer offering the service and said they have been sending correspondence since April. I never received anything, not a call, letter or e-mail. But ATT did manage to send me an e-mail notifying me that they charged my credit card for October service – even though they cut me off. I then proceeded to try and talk to someone about this, as this was my business phone that I have had for at least 8 years. Not only did they say they couldn’t help, but a manager would contact me in 24 hours. I am still waiting to be contacted. I am telling you this story, because as I was researching your product I was MOST IMPRESSED by the letter that was posted apologizing for service from your CEO. Do you know how long it took me to even get a number to call ATT? I think that alone sealed my decision to use your product. Oh and I LOVE your videos – great marketing. Eva – Tiny Advertising & Design
Hmmmm…
I’m getting a weird error message when trying to upgrade to Premier. Email to support has gone unanswered, phone support says try again later, and no answer in the forums.
So do some major focusing on me!
This appears not to be a service someone restricted to their residence because of say a sickness should use. Given that October was a cancer awareness month and I know of how a family member only had a phone to reach out with, this 3000, to 5000 minute a month restriction is ridiculous. I ran 800 minutes with this family member on my cell phone alone.
So here we are again advertising something that has “small type”. Just openly and loudly state 5000 minutes max before being cut off. Be straight forward and honest in your marketing. Now I even question the quality.
To ferrel1, they have explained why the 5000 minute limit in this blog post http://www.ooma.com/blog/2009/10/08/oomas-unlimited-home-phone-service /
They clearly state that if you go over the limit due to a family emergency, wedding, etc. that they WILL NOT cut you off. They must put a 5000 minute limit to their service to prevent businesses and call centers from using their service! They have never terminated anyone who has gone over the limit for RESIDENTIAL use! If you constantly go over the 5000 minute limit, it raises some red flags for Ooma, and they look into it. Besides, who really goes over 5000 minutes per month (outgoing only) unless there is an emergency or wedding, and if they do, who would go over the limit more than 1 month?
Mr. Stang,
If you look at my post in the forums here: http://www.ooma.com/forums/viewtopic.php?f=9&t=4331
you will see that my first encounter with your customer service was underwhelming at best.
There are two companies that I am a frequent customer of who have excellent phone support – Apple and JetBlue. They both have something in common – USA based service agents (many working out of their homes) who are experts in their products. Even better, there is a large amount of leeway given to these agents to make judgment calls about how to solve a given issue, which enables them to go above and beyond when necessary. Apple’s support in particular has just gotten beter over time, from script readers about 10 years ago to expert users now. On the rare occasion that I have needed them (about 1-2 calls over the life of each laptop I have owned, never had an iPod issue), I am given a chance to explain my issue, and list all the fixes I have already tried. Each time, they have gone right to the core issue and fixed it. In the case of Apple I even received the customer service agent’s direct number and email in one case.
If you want good customer service you need experts in your product, who are committed to it, and who have flexibility to make decisions when on the phone with a user. In the case of my call to Ooma support yesterday it was clear that none of the three applied.
One more thought – I am not sure how “better utilizing automation” is a good thing. It sounds like another gateway between the user and a human being, and is more a way for Ooma to save $$ than to provide a positive experience.
I don’t feel I should be subjected to pay a $11.75 yearly reglatory fee on the Telo when in fact the Hub dosen’t charge that. OOMA is not free. That is very misleading. Until OOMA changes that and takes away the Fee for the Telo, I will not buy into it.
As an ooma user since February I can attest to ooma’s desire to offer the best possible telephone service and features. Since the company has been growing faster than anticipated, I can certainly understand and even forgive some of the experiences users have had. I also know that the ooma forum is a great source of support from actual users. This is an excellent resource even before calling customer support. And there are some real stars in ooma’s engineering and technical support groups. To have people like Dennis Peng, Bobby Biswal, Dante, Tino and others take such a personal interest in making customers happy is priceless.
Unfortunately, the move to offshore support has been less than satisfactory for many users because of training issues and there is no way to escalate a call to a higher (US based) tier while the customer is still on the line. This ability to take care of a problem in a single call is a must and I hope it will be addressed by ooma in the future.
I have both the hub/scout core system and the new Telo. I love them both and can see both meeting a majority of users needs. Thank you for your desire to offer the best user experience. I look forward to a long and happy ride with my ooma systems.
I had a difficult time with understanding the support desk. I agree with Southsound. I requested a different CSR and was put on hold. I finally gave up and called back. I was able to get my device working after about 4 hours and three calls to the help desk.
So far I love the product, and do not mind paying the regulatory fee. The government will always find a way to tax you.
My only suggestion for improvement at this time is to perhaps have the support desk have options for language selection (ie English, Spanish, etc), and make sure that the CSR can speak that language clearly!
If I do away with my landline can I still use my computer/Internet? That’s my only question as I really want this service.
Eric,
My suggestion and this is a major feature for us common folk… is the call waiting w/ ID. It is a deal breaker, my wife said she would rather pay monthly than not have this feature. So we will be returning the Ooma back to Best Buy today. Hopefully you will get this added soon while people are recognizing your product.
As a CEO you should know you have a small window before people only focus on the bad of your product. Look at Replay vs. Tivo. Replay had a superior product but marketing sucked. You have a product worth buying but a few issues are hanging it up for the average consumer. Which is an easy fix. Get on it before someone else beats you and you still have a leg up.
Also it would be good if you clarify on your features of the telo what type of caller ID comes with the basic service.
Oh and the people crying about $12 a year, come on–cut out a trip to McDonald’s and you’ll be OK.
To answer Lucy’s question – yes. You don’t really need a landline at all. The caveat is that if you have DSL you will have to have your telco do a “dry loop” or when your landline is gone, your DSL will be as well. Dending on your contract with your telco, it may be financially advantageous to keep your landline. I chose to do so and also chose to NOT integrate that landline with my ooma systems. Why? Because there are few if any advantages to having the landline integrated. I keep a separate DECT 6.0 cordless base on my landline and use a similar base on my hub.
If you are using cable as your Internet source, you have no need for your old telco at all. In both cases you are able to port your existing number to your ooma ($39.95 or free if you subscribe to Premier for a year) – but if you have DSL you will want the telco to “dry loop” your line before starting the port. After the “dry loop” your DSL will have its own number and you will not loose it when the port is complete. Visit the ooma forums for a lot of great information from others who have had great success with ooma.
I’m thinking about buying; i called your support line from 3 different phones to validate that you have live support. Pressing 2 gave me a recorded message repeating a URL. That’s pointless and offensive. Pressing 1 apparently doesn’t work – no tech support, just the same ‘press 1 for tech support’ message over & over. DTMF was invented in the 60’s, guys. It doesn’t say much for credibility that your phone tree doesn’t even recognize a 1!
I have a similar issue with call centers based in places where english is not their first language. I have hung up before and ceased doing business with credit card companies that push support overseas — as I cannot understand them most of the time. I have done the same with computer, software and/or technology companies. I would NOT have a problem doing so with a telephone company. Think about it. When you are in trouble (tech-wise *or* having a problem with your home loan or credit card) the last thing you want to worry about is whether or not the support agent can actually understand what you are saying and/or whether you have to dumb-down your normal speech to get your point across.
Be careful saving money by outsourcing customer support/service. You can lose far more customers than the money you gain with the lower cost. Your image can also be forever tarnished. I, for one, also think tech support (for premiere) should be 24 hour/7 day a week service. Since when did PacBell/AT&T decided that they did not have to be open after 5 or 6pm (when people actually get home from work and can conduct personal business).
In this economy many Americans have rebelled when American companies have been found to have moved customer support/service overseas — or opened support offices overseas instead of in the US. Consumers can easily take it as a slight. Personally I think it is a stupid move to have Support/Customer Services anywhere but in the US. It is much easier to pay for a call center in, say, Alabama — if as is usually the case the labor laws or the hourly rate is too expensive where the corporate headquarters is located — than to deal with the backlash from the idea that Ooma has decided to take money we pay them and move that money overseas to employ people in other countries.
Just my $.02
Matthew, you must wait until the recorded message is finished before pressing 1 for tech support.
Hmm, I am strongly considering purchasing an Ooma system, but after spending the last 45 minutes reading the most recent 4 blog posts and the associated comments, I may end up purchasing it without the full level of satisfaction I had originally hoped for.
Some of the issues are, for me, hard to accept. Namely, the overseas support, the new fees on what was supposed to be “free” service, and the caller ID function.
Other issues, such as the not-so-strange 5000 minute “limit”, and the free, then not free, then free again voice mail (I have a phone with voice mail, I don’t think it is that strange that this feature is not free) are not as big a deal.
One other issue that bothers me is the lack of response from the company here in the blog comments. If you are going to have a blog and allow comments, at least plan on responding to posted comments within a reasonable amount of time, such as 24 hours. Even if your response amounts to “we are looking into this” or “we are considering this option,” it is better than no response at all. People like me come here and are left to think “Hmm, they don’t seem to care too much about what people are saying.”
If you are responding to posts by sending the poster an email, that’s fine if the information is private, but at least post a message here that says something to the effect of “John Doe, I just sent you an email detailing our response to your issue” so that other people know you are responsive.
Just my 2 cents, I hope I get the good feeling back about Ooma soon, I really want to get Qwest out of my life as much as possible (a 2 year DSL contract will prevent me from fully eliminating them at this time) but I do not want to leave one bad company for another. Obviously you cannot please everyone, but there are some basics here that I think are obvious.
Maybe you should offer the “free” service but have, as optional, a la carte features, those items that people seem to be requesting most – voice mail, caller id, call waiting – for a reasonable additional cost.
Thanks,
Jason Bunting