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#107434 by thunderbird
Sat Mar 02, 2013 6:32 am
miked19 wrote:Same thing happened to me. I bought two HD2s and they both gray screened. Stinks that customer support is closed on the weekend.

Customer Support
Email: support@oomacare.com
Phone: 1-888-711-OOMA (6662)
Hours: Weekdays 7am-7pm PT, Weekends 8am-5pm PT

Notice the weekend hours. But remember they are Pacific Times.
#107435 by murphy
Sat Mar 02, 2013 6:56 am
miked19 wrote:Same thing happened to me. I bought two HD2s and they both gray screened. Stinks that customer support is closed on the weekend.

Customer Support is not closed on the weekend.

Customer Support

Email: support@oomacare.com
Phone: 1-888-711-OOMA (6662)
Hours: Weekdays 7am-7pm PT, Weekends 8am-5pm PT
#107972 by Telo_BK
Tue Mar 19, 2013 10:10 pm
It's tech support that is closed on the weekend. I am new to Ooma, starting- you guessed it- on Saturday. I got a replacement device- wait for it- last Thursday but had a meeting, and so couldn't do anything with it until Friday, when I found out the new wireless adapter was probably bad. So I am waiting for a new one, and UPS messed up so it won't be here until Thursday, a couple of days from now, and I will have a couple of hours until tech support closes for the day. Then, if it's still not working or there's another issue, I will have whatever time I can find on Friday to try to resolve this. So far I am 10 days into my free trial of Premiere. I've gotten about 8 or 10 test calls to show for it.

Do ya' think that if Ooma wants to be my phone company, and my neighbors', they might want to consider offering Tech support on the weekends? My current (unfortunately) phone company offers it 24/7, and I don't have to waste my time to get to tier-2 if the issue warrants it.

BTW: I am an embedded systems designer, with lots of experience designing telephony equipment. I fear for the friends I am called upon to help with their printers and networks. Losing phone service for a whole weekend (at minimum) is not something to which I look forward.
#107991 by Telo_BK
Wed Mar 20, 2013 3:10 pm
Did I say that Customer Support is closed on the weekend? No- I said that Tech Support is closed. If that's not the case- what are the hours for tier-2 support on the weekend, and how do I reach them? I had a tier-2 support guy tell me that no tech support people are there after 7PM Friday night. Are you saying he doesn't know his department's hours?

I specifically asked about tier-2 support hours, because the Customer Support people are not, by their own admission, Tech Support (but they do have the same information that is available 24/7 on the Ooma's website).
#107992 by lbmofo
Wed Mar 20, 2013 3:16 pm
The folks answering calls should be able to address overwhelming majority of customer concerns/problems unless you have routing issues requiring fixes from the backend or fixes by Ooma's carriers for example.

What kind of issues have you had that required tier 2 support? Dongle issues? Tier 1 should be able to resolve those for you. For folks like you (techie), what else would you need other than this? https://www.ooma.com/sites/default/files ... ss_qsg.pdf

Maybe, look at this too: viewtopic.php?t=12539#p88037
#108015 by Telo_BK
Wed Mar 20, 2013 6:53 pm
For one: When something breaks (like hardware), only Tier-2 can get you a replacement. They can run tests, for another. They know a little about routers, for three. So a Quick Start Guide (as you indicated in your post) just isn't going to do it if you have a significant problem- the kind that requires Technical Support. How big a company does Ooma aspire to be (as a utility provider)? Again, I don't think the majority of customers the Ooma wants to attract are techies. And I cannot authorize a replacement for Ooma's factory-defective equipment.

And finally- I looked at that thread you suggested long before I posted, and tried all of the suggestions there. Ooma has removed QOS settings, so it's a little stale. Just the same, I thank you for pointing me to something that really could've been helpful (had the hardware been sound). (And even Tier-2 support had omitted several of the applicable items before sending a replacement dongle. Which underscores the need for real tech support 24/7- this is a phone line, after all.)

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