I was Premier, then Premier Lifetime, now Basic?

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Opal
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I was Premier, then Premier Lifetime, now Basic?

Post by Opal » Sun Nov 08, 2009 1:42 pm

I don't see this anywhere in the forums... And I emailed customer service from the Contact Us page on ooma.com, and immediately got this back in my email: "<support@oomacare.com> delivery failed; will not continue trying"

So... I'll try the forum. I joined ooma in July, immediately signed up for Premier, and have been enjoying it with no problems. Last month when I learned about Lifetime Premier in the forums, I called Customer Care and attempted to buy it. I was repeatedly assured that although they couldn't upgrade me now, since I was already on Annual Premier, that they would keep my credit card number in a new ticket, and would upgrade me to Lifetime as soon as my Premier year ended, in July 2010.

Now I just noticed that my.ooma.com account says that I'm Basic, not Premier. All my Premier features and the ability to modify them are gone. Why was my $99.99, paid in July, suddenly refunded back to my credit card on 10-28-09? Last I knew I was Premier, soon to be Lifetime Premier. Now suddenly I've been dumped.
Last edited by Opal on Sun Nov 08, 2009 2:15 pm, edited 1 time in total.
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Groundhound
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Location: Atlanta, GA

Re: I was Premier, then Premier Lifetime, now Basic?!?

Post by Groundhound » Sun Nov 08, 2009 1:50 pm

Obviously someone in customer service misunderstood your intention. Did you have a second number that has been lost?

allo
Posts: 266
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Location: FL

Re: I was Premier, then Premier Lifetime, now Basic?!?

Post by allo » Sun Nov 08, 2009 1:54 pm

Opal wrote:I don't see this anywhere in the forums... And I emailed customer service from the Contact Us page on ooma.com, and immediately got this back in my email: "<support@oomacare.com> delivery failed; will not continue trying"

So... I'll try the forum. I joined ooma in July, immediately signed up for Premier, and have been enjoying it with no problems. Last month when I learned about Lifetime Premier in the forums, I called Customer Care and attempted to buy it. I was repeatedly assured that although they couldn't upgrade me now, since I was already on Annual Premier, that they would keep my credit card number in a new ticket, and would upgrade me to Lifetime as soon as my Premier year ended, in July 2010.

Now I just noticed that my.ooma.com account says that I'm Basic, not Premier. All my Premier features and the ability to modify them are gone. Why was my $99.99, paid in July, suddenly refunded back to my credit card on 10-28-09? Last I knew I was Premier, soon to be Lifetime Premier. Now suddenly I've been dumped.
I think they are trying to tell you something!
Since you requested to buy the Lifetime Premier next July 2010; they are doing you a favor now by refunding you the $100 you paid... So now is the time to rush and buy the lifetime before it is gone for good . Buy it and don't ask too many questions and everything will be fine!
You should count your blessings and buy it quickly; and be glad you are saving $100!
I know OOMA has its own way to communicate... or rather not to communicate!
They did not charge you for those months July-October, because they figured you are buying lifetime anyway; and because you were not aware that you can buy lifetime when you bought it last July!
Last edited by allo on Sun Nov 08, 2009 2:07 pm, edited 1 time in total.

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Opal
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Re: I was Premier, then Premier Lifetime, now Basic?

Post by Opal » Sun Nov 08, 2009 2:06 pm

allo,

True, but you never know if it'll gets even more screwed up, or if I get double-charged $350 come July :)

Groundhound,

The Lifetime request was a few weeks ago... I'm at work, but I tried calling my second number and it went to ooma voice mail, so it doesn't appear lost? But I can no longer access my second line info in my.ooma.com... all my Premier features are gone there.
Last edited by Opal on Sun Nov 08, 2009 2:15 pm, edited 1 time in total.

allo
Posts: 266
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Location: FL

Re: I was Premier, then Premier Lifetime, now Basic?!?

Post by allo » Sun Nov 08, 2009 2:10 pm

Opal wrote:allo,

True, but you never know if it'll gets even more screwed up, or if I get double-charged $350 come July :)
No you will not be double charged... you don't pay for a product twice!... Plus I doubt they will be still offering it in July 2010!

ceandy
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Location: Gilbert, AZ

Re: I was Premier, then Premier Lifetime, now Basic?

Post by ceandy » Sun Nov 08, 2009 9:39 pm

When I signed up in March I had six months of premier. I paid the $99 for an additional year. The first week of October I learned of the lifetime premier so I called CS, they told me that they would credit me $99 immediately and on the 18th of October they would bill my credit card for lifetime premier. From the time of the $99 dollar credit to the 18th the lounge did not list me as a premier customer but I had all of the premier services. Since the 18th the lounge shows that I am lifetime. Perhaps you will have to wait until the 18th of this month to get the lifetime premier.

CAmeron

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Opal
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Re: I was Premier, then Premier Lifetime, now Basic?

Post by Opal » Sun Nov 08, 2009 9:58 pm

Thanks, funny you were told something different around the same time as me. I hope that's the case!

ntoy

Re: I was Premier, then Premier Lifetime, now Basic?

Post by ntoy » Mon Nov 09, 2009 10:33 am

Hello Opal,

Yes, sorry for the confusion. It is a system limitation on our end. Once 11/21 or 11/22 comes around, we will be able to add the buyout premiere to your account.

Thanks for your patience & understanding!

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Opal
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Re: I was Premier, then Premier Lifetime, now Basic?

Post by Opal » Mon Nov 09, 2009 2:12 pm

Thanks!

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