Wayne,WayneDsr wrote:Customer support via email is not the way to go as you can see. Normally a call to CS will get you what you need quickly. ooma staff has been doing a great job lately. 888-711-6662.
Thanks. sometimes, writing up a long email helps and am mostly a night owl and work during the daytime ...so harder to reach Ooma tech support on the phone.
I have actually gotten rather quick responses from ooma at times. However, I thought I'd give you the heads up, so you aren't holding your breath.
I called on Sunday morning with a problem with my Scout not ringing and going directly to voicemail with an assigned number. We walked through a number of things, and finally I was told that my issue would be escalated to a L2 or L3 support person, and I should expect a call in 24-48 hours.
54 hours in, I sent an e-mail, which I think I still have a few more hours in which to receive a response before I feel ignored, but I am somewhat impatient when it comes to receiving service levels that I was promised, so...
72 hours in to the incident, (this morning), I called customer service to check the status of my ticket. We went through a good number of troubleshooting steps, and ultimately I was told that they would re-escalate my ticket to a higher level support engineer, and that I should expect a call in 24-48 hours. I asked what I should do if I don't receive a call back by Friday afternoon, and was told I should call back in to customer support. I couldn't get a commitment that I would get escalated live if I don't get a response, only that the person taking my call would see that my issue had already been escalated.
I'm pretty sure that this is a usual song and dance.
I am extremely pleased with the quality of the calls, but I am starting to wonder how sustainable the business model is going to be if the support team can't begin to meet their own "published" Service Levels.
[On an unrelated note: I think it would probably be useful if the setup.ooma.com config page listed the scouts that had registered on the HPNA network with their IPs and MAC addresses, or perhaps have a button to generate a configuration report that could be sent to support engineers via e-mail to help debug some of the less trivial support issues.
Has anyone ever tried using an HPNA adapter on a PC or an HPNA-to-Ethernet bridge to see what is going on when scouts misbehave?]