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#39767 by southsound
Fri Jan 01, 2010 6:55 pm
mhouge wrote: I figure you got a beta to release by dec 30....you better get your a$$ to work and sleep at the cubical in order to meet the deadline. If you miss it, you POST that you missed it...you don't twitter the fact that you missed another date (mind you, to the elite few that subscribe to the ... fan club).

People generally have a few "I forgive you" credits per company, but don't "suggest they contact Bobby B."


???

Of course, you realize that I don't work for ooma, don't you? I'm an ooma customer just like you. I don't have a cubicle, although I have worked in many in the past. I work out my home as a full time pastor but I also run a non-profit organization and do web development for other non-profits. I live in the middle of 15 acres in the woods. On an island with 2500 people on a hot summer day. About 1000 when the weather is bad like it is now. I just happen to like ooma and try to help others have a good experience with it. So exactly what was your point??
Last edited by southsound on Fri Jan 01, 2010 7:51 pm, edited 1 time in total.
#39773 by amoney
Fri Jan 01, 2010 7:36 pm
Shutterstuff wrote:Day 6 and still no phone call or email from support. I am pissed that I am past 30 days or I would return this to Amazon!


When did you receive from Amazon, if it was during the Christmas holidays including November, in the past Amazon has allowed generous return periods, no need to contact Amazon, just check to see Amazon will allow return item broken. I returned a christmas gift purchased from Amazon last november 08, return deadline was end of January 09, so double check you may still be able to return. I love Amazon!!


EDIT nevermind I see you already checked and confirmed you have untill January 31st.

As far as the Premier delema you can always call your credit card and dispute the charge.
#39813 by Shutterstuff
Sat Jan 02, 2010 9:33 am
amoney wrote:EDIT nevermind I see you already checked and confirmed you have untill January 31st.

As far as the Premier delema you can always call your credit card and dispute the charge.


I never subscribed to Premier as I wanted/needed a working unit before I ported my 2 phone numbers. So I will make that decision when/if I ever get to talk to a level 2 tech...

I think my Vonage box knows my Ooma Hub is sitting on top of it... Vonage call quality has been pretty good the past few days!
#40192 by Shutterstuff
Mon Jan 04, 2010 9:07 pm
As a new follow up, I did get an email reply from Bobby this weekend. He was helpful but he has now also referred me to a level 3 tech. I have not heard from anyone today. I will keep everyone posted.
#40243 by Euclidw
Tue Jan 05, 2010 8:03 am
I've had a similar experience with phone customer service. I've had detailed discussions with people who said things that were obviously wrong, they've given me ticket numbers which disappear from the system & I have to go through my whole problem again. I've sent e-mails that never get returned & have waited for call backs for weeks. This is a huge problem! It is even more of a problem for a product that costs $200 upfront where you don't break even for several months. Ooma really needs to invest in making sure the initial experience is positive or they risk losing customers. Perhaps they are playing games with their numbers so investors are focused on revenue growth & when a product gets returned they count it as an expense line item (instead of removing it from revenue). If this is the case they may care more about people making the initial purchase than keeping customers on board.

I hope I'm wrong & they are simply experiencing growing pains that will be corrected.
#40380 by Shutterstuff
Tue Jan 05, 2010 7:24 pm
Euclidw wrote:I hope I'm wrong & they are simply experiencing growing pains that will be corrected.


If Ooma was less than 12 months old and experience unprecedented sales, that would be one thing. But I feel Ooma may be trying to keep sales going and show a profit to investors by not spending any money on Support. This is very short sighted and I fell will hurt them bad in the long run.

I wish I was closer to Las Vegas so I could stop by in person at CES and give them a piece of my mind...

And still no return call today.
#40643 by Shutterstuff
Thu Jan 07, 2010 9:46 am
With my first phone call on December 17th, I finally got a response yesterday afternoon from someone other than Bobby B. It was simply an email that they were shipping me out a replacement Scout. Not what I was hoping for or expecting, but it is a step in the right direction.

It only took 3 weeks to do what I feel should have taken one simple phone call, or at the worst 48 hours. This has been a VERY disappointing first impression of Ooma! If it were not for all of the glowing reviews at Amazon (a couple exceptions), a former co-worker that loves theirs for the past year and the people on this Forum, I would have returned it weeks ago. It is obvious that once you get it working, Ooma is awesome.

I really hope for the sake of the VOIP industry and the 2 helpful employees at Ooma, that Ooma fixes their worst on the planet support system! There is no excuse for taking weeks to get a level 2 (level 3 in this case) support person to respond. None. Nada. This will kill Ooma if not fixed and fixed soon!
#40694 by Shutterstuff
Thu Jan 07, 2010 1:43 pm
Another update.

Add a 3rd helpful employee... Norm called me and did some active testing (He actually called my number to verify what I was saying about one ring and then static). He is now sending out both Hub and Scout replacements as he thinks it is the Hub.
#40814 by dgmosr
Fri Jan 08, 2010 6:06 am
Having problem with making outgoing calls. Called Oooma customer support 2 times and problem is still not resolved. What a joke. This is very frustrating. Oooma is blaming it on a porting problem caused by my former service provider. The former service provider tells me my old phone number has been fully released to Oooma.

I'm ready to sell my equipment and switch to another VOIP service. :( :(
#41586 by Shutterstuff
Tue Jan 12, 2010 8:23 pm
My replacement hardware arrived today, but now I wait for a return phone call to swap serial numbers on the Hub and Scout.

My thanks to Bobby for his help. But it is a shame I have to kick my way in the back door since the front door is manned by the incompetent...

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