Suggestions for customer service

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swatts
Posts: 7
Joined: Thu Mar 26, 2009 7:26 pm

Suggestions for customer service

Post by swatts » Wed Apr 15, 2009 4:52 am

How about a 24 hour customer service or tech support hotline? It's kind of hard to iron out issues when customer service is only open from 11a - 7p CST! My hub went out at about 10p last night, I've recycled and he whole nine yards and I'm still out and yet I have to wait till 11am THIS morning to speak to someone! EXTREMELY frustrating!!!!! I NEVER had this issue with Vonage....

Neubiee
Posts: 243
Joined: Thu Apr 16, 2009 5:10 pm

Re: Suggestions for customer service

Post by Neubiee » Sun Apr 19, 2009 3:04 pm

It would be nice to have 24/7 customer service with wait times less than 1 minute but isn't that a little unrealistic considering that the device costs about $250? (not considering the premier for this discussion)

I would rather see them invest this time/money in making the device and infrastructure more robust and reliable : so we wouldn't have to call them ever!

Faster email responses would be quite appreciated though.

As a former Vonage customer for well over 7 years - I don't recall calling them for anything other than billing issues. Vonage has a very strong product and definitely worth 25 bucks a month prior to OOMA and the recession!

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

Re: Suggestions for customer service

Post by WayneDsr » Sun Apr 19, 2009 3:13 pm

So do you want to share the problem with us?
Maybe someone here in the forum can help, that's what the forum is for.

Wayne

frenchcamp49er
Posts: 167
Joined: Thu Jan 08, 2009 8:42 pm

Re: Suggestions for customer service

Post by frenchcamp49er » Sun Apr 19, 2009 3:17 pm

Neubiee wrote:It would be nice to have 24/7 customer service with wait times less than 1 minute but isn't that a little unrealistic considering that the device costs about $250? (not considering the premier for this discussion)

I would rather see them invest this time/money in making the device and infrastructure more robust and reliable : so we wouldn't have to call them ever!

Faster email responses would be quite appreciated though.

As a former Vonage customer for well over 7 years - I don't recall calling them for anything other than billing issues. Vonage has a very strong product and definitely worth 25 bucks a month prior to OOMA and the recession!
I agree, unfortunately there are problems as with anything else, but to expect OOMA to keep doing what they do for FREE and have 24/7 tech support is asking to much, maybe if they has 0700-2300 seven days a week for Premier customers, maybe I could see that. But I have called CS and they picked up within minutes and fixed my problem within ten minutes.
Customer Since: January 2009
Ooma Hardware: Ooma Hub/Scout; Telo 04/02/10
Ooma Service: Premier Lifetime (Since December 2009)

Neubiee
Posts: 243
Joined: Thu Apr 16, 2009 5:10 pm

Re: Suggestions for customer service

Post by Neubiee » Sun Apr 19, 2009 3:37 pm

better yet they can adopt something similar to Amazon.com where you have to log into your account and request to connect to Customer service(click to call) or like PayPal where they assign you a personal verification code. This would probably cut down on wait times, route the call to the right department etc.

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