Phone Customer/Tech service is Useless on Most topics

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Trinimd
Posts: 84
Joined: Fri Oct 23, 2009 11:51 am

Phone Customer/Tech service is Useless on Most topics

Post by Trinimd » Thu Oct 21, 2010 3:22 pm

Promotion: Refer a Friend receive a telo handset

I have referred a friend using Referral Code: 3KUH9525. . The person purchased the ooma device from OOMA.com around Oct 18th. At the time of purchase up to yesterday (Oct 20th 2010 the status of the code (found at my account-> Refer a friend) said Redeemed. Today however it says UNUSED. I spoke with my friend and he stated that the ooma is scheduled to be delivered to his house on Friday.

I was on the phone with customer support for 83 minutes and 42 seconds, just trying to explain to them about the status change. I gave up when she came back with the answer of "The Ipad sweepstakes is available for all emails you refer." I was then given an incident number of 101018000923 and transferred to sales.

I am very frustrated with the support I received, and the time I have spent on this one referral.
The phone support representatives are not listening to the consumers problems. This is the not the first time I have had problems with them. The woman did not even know how to find the refer a friend tab in the my ooma account! :-(

Can you please help.

thanks
OOMA TELO 1 (Purchased Dec 2009.)
OOMA Telo 2 (Purchased Feb 2010.)
3 Ooma Handsets (Free from refer a friend) Sold all 3 POS on Ebay
2 GE ATT DECT 6.0
7 Uniden 1580 DECT 6.0
20 Refer A friends Completed


All Powered by one Phone Socket

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lbmofo
Posts: 9337
Joined: Sun Mar 14, 2010 7:37 pm
Location: Greater Seattle
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Re: Phone Customer/Tech service is Useless on Most topics

Post by lbmofo » Fri Oct 22, 2010 8:18 am

Maybe you could private message ntoy for a contact in ooma who can verify the redeem status for you.

If your friend bought using the referral code, then all should be fine.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

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Trinimd
Posts: 84
Joined: Fri Oct 23, 2009 11:51 am

Re: Phone Customer/Tech service is Useless on Most topics

Post by Trinimd » Fri Oct 22, 2010 8:56 am

Yes I was able to send a message to customer support.


I hope everything went ok.
OOMA TELO 1 (Purchased Dec 2009.)
OOMA Telo 2 (Purchased Feb 2010.)
3 Ooma Handsets (Free from refer a friend) Sold all 3 POS on Ebay
2 GE ATT DECT 6.0
7 Uniden 1580 DECT 6.0
20 Refer A friends Completed


All Powered by one Phone Socket

gjwhitehorn
Posts: 29
Joined: Sat Oct 23, 2010 9:38 pm
Location: TX

Re: Phone Customer/Tech service is Useless on Most topics

Post by gjwhitehorn » Sat Oct 23, 2010 9:56 pm

I had a similarly poor experience today activating my device. Using the tool on their site to get a new phone number, all the exchange numbers I could think of in my city said no numbers were available. I thought it would be nice if I could just give it an area code and see all the cities / exchanges available and pick one that way -- but anyway, I decided I'd call support and have them tell me what was available since the site couldn't do it. (Turns out they have no exchanges available in my [fairly populous] area code, so I got her to tell me one from a nearby area code, and I entered it on the site.)

The girl I talked to was hard to understand at times, and at times she didn't understand me. It took me way longer than necessary for a question as simple as mine.

I've had at&t reps from India who were better at English than this person. I had higher hopes about Ooma support; hopefully it will get better since they are kind of a new company.

murphy
Posts: 7165
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Phone Customer/Tech service is Useless on Most topics

Post by murphy » Sun Oct 24, 2010 3:42 am

The first level customer support people are in the Philippines.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

gjwhitehorn
Posts: 29
Joined: Sat Oct 23, 2010 9:38 pm
Location: TX

Re: Phone Customer/Tech service is Useless on Most topics

Post by gjwhitehorn » Sun Oct 24, 2010 8:39 am

Are all their first-level reps in the Phillippines, even if I call during normal business hours? :|

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highq
Posts: 421
Joined: Fri Dec 25, 2009 10:11 am
Location: New York, NY

Re: Phone Customer/Tech service is Useless on Most topics

Post by highq » Sun Oct 24, 2010 9:02 am

Especially if you call during business hours.

During non-business hours, no level of phone help is provided.

gjwhitehorn
Posts: 29
Joined: Sat Oct 23, 2010 9:38 pm
Location: TX

Re: Phone Customer/Tech service is Useless on Most topics

Post by gjwhitehorn » Sun Oct 24, 2010 9:13 am

highq wrote:During non-business hours, no level of phone help is provided.
Oh. Right.

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nn5i
Posts: 554
Joined: Fri Jun 11, 2010 2:02 pm
Location: Portland, OR

Re: Phone Customer/Tech service is Useless on Most topics

Post by nn5i » Mon Oct 25, 2010 8:01 am

lbmofo wrote:If your friend bought using the referral code, then all should be fine.
All should be fine, all the time, everywhere. But sometimes there are things that aren't fine, eh? One of them is Ooma's customer support.

cmeisel
Posts: 297
Joined: Sat Jan 03, 2009 12:20 am

Re: Phone Customer/Tech service is Useless on Most topics

Post by cmeisel » Mon Oct 25, 2010 9:00 am

The location of the support department has nothing to do with the quality of the support. That is a training problem. They are as good as their training and as "specialized" as you pay them. No matter where they are.
I believe the ooma support is actually not in the Philipines but Canada.

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