customer service very bad

Problems using My Ooma? Ideas on how we can make it better? You’ve come to the right place.
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Phyl
Posts: 9
Joined: Sun Mar 27, 2011 1:25 pm

customer service very bad

Post by Phyl » Sun Mar 27, 2011 1:32 pm

I have had our Ooma for about 4 months, total. The Ooma telo just up and died. We took out batteries and tried everything but nothing. We have not been able to use it for about a month. I placed a call (difficult) to Customer Service and "someone" said they would ship out a replacement and that I should return my defective phone to them in the box. Over a week went by and no phone. I called and spoke to Customer Service again. After I explained the situation again, I was told that they had NO inventory of the Ooma tel but were "waiting for a shipment". Another week or so and I called again and was told I would receive the Ooma Telo in a week to 10 days. It has been 10 days and NO WORD from Ooma. We are Senior citizens (80, in fact). We rely on customer service to help us, but so far, nothing.

We have OOma because my son (in another city) recommended it to us and he helped get us set up. I am ready to go back to pay telephone.

Has anyone else had this horrific service (or non-service)? The Telo had to be back-ordered?

Please enlighten us. thank you. :(

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EA PA
Posts: 576
Joined: Sat Jan 22, 2011 11:19 am

Re: customer service very bad

Post by EA PA » Sun Mar 27, 2011 1:37 pm

Phyl wrote:I have had our Ooma for about 4 months, total. The Ooma telo just up and died. We took out batteries and tried everything but nothing. We have not been able to use it for about a month. I placed a call (difficult) to Customer Service and "someone" said they would ship out a replacement and that I should return my defective phone to them in the box. Over a week went by and no phone. I called and spoke to Customer Service again. After I explained the situation again, I was told that they had NO inventory of the Ooma tel but were "waiting for a shipment". Another week or so and I called again and was told I would receive the Ooma Telo in a week to 10 days. It has been 10 days and NO WORD from Ooma. We are Senior citizens (80, in fact). We rely on customer service to help us, but so far, nothing.

We have OOma because my son (in another city) recommended it to us and he helped get us set up. I am ready to go back to pay telephone.

Has anyone else had this horrific service (or non-service)? The Telo had to be back-ordered?

Please enlighten us. thank you. :(
YES! In fact, I called yesterday to check the status of an order - 1 handset. They told me that they are backlogged and would have delivery dates available on Monday. I would call again Monday and keep calling every few days.
Customer Since: 12/2010
Telecom Equipment: 1 Telo, 1 Handset, (4) Dect 6 Uniden DECT1580-4WXTPT
IN THE MONEY: 09/2011
Poor Legacy Carrier: Frontier

Phyl
Posts: 9
Joined: Sun Mar 27, 2011 1:25 pm

Re: customer service very bad

Post by Phyl » Sun Mar 27, 2011 1:45 pm

Thanks. I guess I will have to keep after them. It's too bad. I want them to succeed, but a company is only as good as it's product AND customer service.

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tomcat
Posts: 215
Joined: Tue Feb 22, 2011 1:32 pm

Re: customer service very bad

Post by tomcat » Sun Mar 27, 2011 1:55 pm

Phyl -
I can understand your frustration, but it doesn't sound like you have a problem with their customer service as much as you are frustrated in not getting your new telo handest. Out of stock items and back orders happen to the best of companies at times. Try to hang in there.

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

Re: customer service very bad

Post by nn5i » Sun Mar 27, 2011 7:25 pm

tomcat wrote:Phyl -
I can understand your frustration, but it doesn't sound like you have a problem with their customer service as much as you are frustrated in not getting your new telo handest. Out of stock items and back orders happen to the best of companies at times. Try to hang in there.
Repeated lies like "you'll have it in a week to 10 days" aren't a Customer Service problem? They baldly lie, and it's not a problem? What would you consider a Customer Service problem?

Phyl
Posts: 9
Joined: Sun Mar 27, 2011 1:25 pm

Re: customer service very bad

Post by Phyl » Mon Mar 28, 2011 9:09 am

Well, finally success! I called Ooma at 12:48 (watched my computer clock). 17 minutes later they confirmed that my telo should arrive on March 30th! Not too bad, except for the Philip Glass-like music you are forced to listen to while waiting.
Hopefully, it will all work out now.
Phyl :)

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