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