Utterly amazed by the lack of customer service I just had

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tobey717
Posts: 9
Joined: Wed Jun 10, 2009 5:10 pm

Utterly amazed by the lack of customer service I just had

Post by tobey717 » Wed Jun 10, 2009 5:22 pm

My ooma box was just delivered about 25 minitues ago right after I was able to pick a phone number my internet died and I could not finish installation. I tried to re-enter my MAC address but said it was already registered which is understandable. So I called at 5:45 my call started and at 6:05 someone gets on the line dosen't say Ooma customer support dosen't say thank you for calling just "Hello?" "Hello? we are closed" We closed at six we can't take your phone call please call back tomorrow" I said but I was on hold for 20 minitues "well I have 3 other customers on hold and I have to tell them we are closed too" so I guess I was bothering them? not sure.. So I'm supposed to wait to finish my installation till tomorrow I guess?

I'm not one of those customers who asks for much but if I was on hold a good 15min before closing the least you could do is take the call and help a new customer out. This was my very first impression with Ooma and I it will most likely be a lasting one.

If this is how the customer support team is then I think it's best to return this and chalk it up to a impulse buy.

murphy
Posts: 7240
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Utterly amazed by the lack of customer service I just had

Post by murphy » Wed Jun 10, 2009 5:49 pm

Do you hang around at your job for an hour after quitting time when you are not getting paid overtime?
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: Utterly amazed by the lack of customer service I just had

Post by WayneDsr » Wed Jun 10, 2009 5:59 pm

Good point!
I'm surprised they answered.

Wayne

tobey717
Posts: 9
Joined: Wed Jun 10, 2009 5:10 pm

Re: Utterly amazed by the lack of customer service I just had

Post by tobey717 » Wed Jun 10, 2009 6:08 pm

I think your missing the point. This is five minutes after closing time and yes, actually. When I worked in a call center the calls had to be cleared from the queue before we closed up. We closed at 5 and at exactly 5 calls would be transferred to voice mail. This is a call center bud not a factory line.

If what your saying is correct then they do not close at 6 they close at 5:45. Doesn't make much sense does it? It's not just about not helping a customer out he was pretty rude about it too.

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: Utterly amazed by the lack of customer service I just had

Post by WayneDsr » Wed Jun 10, 2009 6:15 pm

I would call first thing in the morning, Pacific Time I think, (be nice) and let them know your experience with the first call. I'm sure it's a simple fix and they will take care of you right away.

Wayne

tobey717
Posts: 9
Joined: Wed Jun 10, 2009 5:10 pm

Re: Utterly amazed by the lack of customer service I just had

Post by tobey717 » Wed Jun 10, 2009 6:30 pm

Yes, I think I will try again tomorrow morning maybe I just caught someone on a bad day. Honestly, I'm always nice and courteous to customer service reps I think thats why I get ticked off when I don't get that in return.

Ok ooma you got one more shot! ;)

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scottlindner
Posts: 1003
Joined: Sun May 17, 2009 4:47 am
Location: Colorado Springs, CO

Re: Utterly amazed by the lack of customer service I just had

Post by scottlindner » Thu Jun 11, 2009 3:31 am

Consider the alternative. Every 24x7 call center I have had experience with has pathetic understanding of English but outstanding Indian accents. :P

Scott

MakoCSH
Posts: 81
Joined: Tue May 19, 2009 2:37 pm
Location: Duluth, GA
Contact:

Re: Utterly amazed by the lack of customer service I just had

Post by MakoCSH » Thu Jun 11, 2009 4:41 am

I would be pissed too. That's seriously unprofessional.

They should at least take the calls on hold that were originated before closing. If they can't do that then change the closing time to 5:30 so they can.

frank1
Posts: 28
Joined: Fri Jun 05, 2009 10:33 am

Re: Utterly amazed by the lack of customer service I just had

Post by frank1 » Thu Jun 11, 2009 4:42 am

I would rather have customer service being provided in California during business hours, than have it outsourced overseas to a 24x7 call center. When you call those kinds of call centers, all they do is read a script, and usually have no knowledge of the underlying product.

I called Ooma once, and had someone on the line in about 20 seconds. They were very friendly, educated about the product, and well spoken. It was very refreshing.

jtykal
Posts: 103
Joined: Tue May 05, 2009 6:35 am
Location: Chicago, IL
Contact:

Re: Utterly amazed by the lack of customer service I just had

Post by jtykal » Thu Jun 11, 2009 8:49 am

Hang in there, tobey717! I've had nothing but great response and knowledgeable service from ooma support -- I'm sure your first experience is an isolated incident.

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