Problems using My Ooma? Ideas on how we can make it better? You’ve come to the right place.
#78023 by lhight
Sat Mar 26, 2011 3:54 pm
I emailed Ooma's tech support. Here is their response:


"Thank you for contacting Ooma Customer Care!

I understand your concern regarding the issue with the caller ID

Thanks for the information. We have forwarded all similar issues to our Escalations department to have this sorted out.

Our Programmers and Engineers are working on a fix for this.

Hoping for your patience with this issue.

If you have further questions or require additional clarification, please write me back and I will respond to you as quickly as possible, usually the same day. Your satisfaction is important to me, and I will make sure we bring this to resolution consistent with your expectations. If it’s more convenient, you can also visit our support website https://www.ooma.com/support and check out our wide variety of helpful articles that may answer any additional questions that might come up in the future.

Thank you for choosing Ooma!

Sincerely,

Brian

Ooma Customer Care Specialist
https://www.ooma.com/support
support@oomacare.com"
#78036 by Trinimd
Sat Mar 26, 2011 10:01 pm
As you can see. Calling customer support is useless.
Just email them directly. It seems that customer support via email is more knowledgeable than the call center. To prove it I called the call center 6 times. All 6 different people told me CID is not included in basic service.

At least the "real" tech support engineers knows whats going on. So we should just wait it out.
When you get results please inform the rest.
#78113 by AlpacaLips
Mon Mar 28, 2011 5:53 am
From Ooma Customer Care:

As Ooma continues to grow its customer base, and in order to continue to provide our current and future customers with the best possible phone experience, we are updating our system from time to time, although there were some customer that was affected, to date, there is no work around available yet, as well as an estimated time of resolution. Our Network Operations Department are already aware of your issue and hopefully, the issue will be resolve anytime this weekend. We appreciate your patience while this issue is being resolve.
#78118 by nn5i
Mon Mar 28, 2011 7:41 am
AlpacaLips wrote:From Ooma Customer Care:

As Ooma continues to grow its customer base, and in order to continue to provide our current and future customers with the best possible phone experience, we are updating our system from time to time, although there were some customer that was affected, to date, there is no work around available yet, as well as an estimated time of resolution. Our Network Operations Department are already aware of your issue and hopefully, the issue will be resolve anytime this weekend. We appreciate your patience while this issue is being resolve.

Wow -- is that really verbatim? Three sentences; ninety words. Eleven errors, minimum. They're really publishing that as English? To their customers?
#78120 by southsound
Mon Mar 28, 2011 8:20 am
nn5i wrote:Wow -- is that really verbatim? Three sentences; ninety words. Eleven errors, minimum. They're really publishing that as English? To their customers?

Maybe they could hire you as a beta tester for publishing. Just as they use beta testers to identify bugs in prospective release candidates, they could send you documents prior to publishing. Lacking this vital step, I can hear a customer reacting to the lack of writing skill, "I just wish I was within the 30-day return window. I love how my Telo works and calls have been great but I just can't handle their inept writing skills." :P
#78157 by nn5i
Mon Mar 28, 2011 2:57 pm
Well, you know, Robin, unprofessionality in one area is often an indicator of a generally unprofessional approach to doing business. I'd be happy to perform -- for a small fee -- the service of checking and correcting Ooma's English, as I do for several publishers already. I'm also P.R. director for a very small organization with customers who visit us from several continents yearly -- if I remember right, I sent you our flyer -- and even for our homely little outfit I would never permit so embarrassing a paragraph to be sent to a customer. Any customer. Ooma is bigger than we are, and ought to be more professional too.
#78159 by southsound
Mon Mar 28, 2011 3:37 pm
nn5i wrote:Well, you know, Robin, unprofessionality in one area is often an indicator of a generally unprofessional approach to doing business. I'd be happy to perform -- for a small fee -- the service of checking and correcting Ooma's English, as I do for several publishers already. I'm also P.R. director for a very small organization with customers who visit us from several continents yearly -- if I remember right, I sent you our flyer -- and even for our homely little outfit I would never permit so embarrassing a paragraph to be sent to a customer. Any customer. Ooma is bigger than we are, and ought to be more professional too.

Although my comment was somewhat tongue-in-cheek, it might be very valuable for ooma to add your expertise into the process that publishes stock answers to the public. Most likely one reason for the poor writing skills is that the documents are prepared by subject matter experts who know all about a topic but may be lacking in the skills to properly communicate. When I worked for a major software company, one of my duties was to create training materials. Although I have great skills in training methodology and development, I would often find myself lacking in detecting the most basic grammatical errors in my work. I had a person in my group proof all of my materials prior to handing them off for publishing. Ed was awesome at finding errors and in doing so he made me look much more professional. He even had a trick of proofing a page upside down. He said it was in an inverted position that such things as double spacing would stand out. Maybe a PM to Dennis P or others in management offering your services would be appropriate.
#78161 by AlpacaLips
Mon Mar 28, 2011 4:16 pm
Because the errors in the message I received appear to be mostly "alternate forms" errors like plurals and tenses, rather than general lack of professionalism, I suspect this was written by a nearly but not quite fluent 2nd-language English user.
#78163 by EA PA
Mon Mar 28, 2011 4:26 pm
AlpacaLips wrote:From Ooma Customer Care:

As Ooma continues to grow its customer base, and in order to continue to provide our current and future customers with the best possible phone experience, we are updating our system from time to time, although there were some customer that was affected, to date, there is no work around available yet, as well as an estimated time of resolution. Our Network Operations Department are already aware of your issue and hopefully, the issue will be resolve anytime this weekend. We appreciate your patience while this issue is being resolve.


OMIGOD this is hysterical :P but so sad :( ! I thought it was a joke. Wow is about all I can say about this mishmash of words and comma's. I have to fully agree with nn5i and his assessment of the damage being done to the company’s reputation as a consequence of this response. This is most embarrassing. Is this really from OOMA? I am dubious.

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