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#36548 by costanzo98031
Wed Dec 09, 2009 7:03 pm
So after several weeks of dealing with issues with my three Telo handsets, I decided to return them to Best Buy. I understand that Ooma is working to address these issues but I didn't want to continue without having a cordless handset in my house.

After returning the Telo handsets, I contacted CS and requested a full refund of the yearly premier service. I feel that since I wont be able to take advantage of the second line feature, there was no reason for me to subscribe to a premier package.

I contacted customer service on the 6th and was told that they would create a service ticket to process the refund. At that time, I also explained that I had signed up for the yearly offer which included a free handset; however, since the handset was still on backorder and I hadn't received it I wanted to make sure that it wasn't shipped and to just cancel the order. I was told this would be no problem.

I contacted customer service via email a few days later to follow up on my request and to make sure everything was on track for my refund. As of now, I have not received any response from CS with regard to my refund nor has there been any acknowledgment that a credit is being processed.

What prompted me to post this and deeply concerns me, is I just got a notification from UPS that my handset has shipped.

I would like help in getting my refund processed promptly and to stop the shipping of the handset.

I like the Ooma service, but don't want to invest much time dealing with a refund. Is there a way to make sure this doesn't fall through the cracks and so I don't have to deal with a nightmare in returning a package to get a credit?

Thanks in advance
#36897 by costanzo98031
Sat Dec 12, 2009 6:54 am
Ok, now my refund request is coming up to 1 week with no resolution... I also got a telo handset in the mail yesterday (which was suppose to never ship).

I don't understand why this is so hard for Ooma's CS to execute. This is a standard operating process that most business handle everyday without issue.

I will call CS next week to see what the status is and to ask for a return shipment label to return the package the sent by mistake.

I sure hope this doesn't draw out too much longer or they expect me to pay for the shipping costs. I would hate to have to go through my bank to request a "charge back" to get my refund.
#37386 by costanzo98031
Tue Dec 15, 2009 2:54 pm
10 Days and no response or resolution... I just called support and they say the ticket is open but there has been been update. Ticket number is CS-22065.

I plan to call my bank tomorrow to request the charges be refunded. I hate doing this, but I am reaching a 30day window and feel I will be SOL if I don't.

Can anyone on this forum offer any support other than what I have done? I am looking for a refund of 128.98 to my account. I plan to repurchase the subscription at a later date, but due to the issues with the handset, its not clear on when.

Any help would be appreciated.

Thanks
#37696 by stangale@pacbell.net
Thu Dec 17, 2009 1:34 pm
In my quest to get through OOMA's absolutely reprehensible customer service, one forum user suggest I send a PM to a forum Moderator in order to get help on an issue.
Taking this advice, I PMed moderator one moderator who never responded, then PMed "Dennis", who DID manage to get me some help on a particular issue. See thread under Voice Quality - "I hope OOMA doesn't destroy my business and marriage."

Dr. Stan Gale
Los Angeles
Highly dissatisfied with the OOMA experience
#37698 by southsound
Thu Dec 17, 2009 1:43 pm
stangale@pacbell.net wrote:In my quest to get through OOMA's absolutely reprehensible customer service, one forum user suggest I send a PM to a forum Moderator in order to get help on an issue.
Taking this advice, I PMed moderator one moderator who never responded, then PMed "Dennis", who DID manage to get me some help on a particular issue. See thread under Voice Quality - "I hope OOMA doesn't destroy my business and marriage."

Dr. Stan Gale
Los Angeles
Highly dissatisfied with the OOMA experience

Dr. Gale,

I remember from your referenced thread that the problem seems to have been corrected through contact wtih Dennis. But it seems like there may still be an issue that is causing you to be less than satisfied with your CURRENT ooma experience. If so, maybe we can help? I know that I'd be happy to add any support I can to help with any issues within my expertise and I know that many others will do the same. If your dissatisfaction is only with the delay in finding the now fixed problem, then there is not much any of us can do except to say that we're sorry you had such difficulty in getting things taken care of. Let us know if we can help. Although I am sure you know this, I am not an ooma employee, just a happy ooma user.
#37769 by stangale@pacbell.net
Fri Dec 18, 2009 12:04 am
Hi Southsound,

It's exceptionally good of you to try to help others - and OOMA should commend you for this.

I hate to hijack costanzo98031's thread though.

I'll start a new one "OOMA Telo - Telo Handset woes" under "Installation".

Thank you Southsound and let us hear what happens costanzo98031.
#38902 by costanzo98031
Mon Dec 28, 2009 8:48 am
Still no change. It's like all my requests went where all the missing socks end up.

I don't understand why this is such an issue with CS support. Can they not follow through with open customer tickets? This is totally frustrating.

I asked for a subscription refund because of all the issues I had with their Telo handsets. I returned them already but want a refund of the premier service. There is no real point in having this service since I cannot use the second line feature.

Is there anyone on this forum that can read into this thread and offer some help? I included a CS Ticket number in a previous post.

Thans in advance
#38919 by jcarcopo
Mon Dec 28, 2009 11:03 am
I demanded a refund for my new OOMA TELO, 3 Telo Handsets, and 2+ Years of OOMA PREMIER. I want my old HUB/SCOUT reactivated like it was before this whole TELO-DEBACLE. I have 3 unanswered/unresolved/open tickets, now several weeks old.

I have been told 3 times by the philippines support center that their is NO RMA PROCEDURE for RETURNS!!!!!!!!!!!!!!!!!!!!!!

My requests for refunds are being treated like tech-support tickets!!!!!!!!!!!!!!!!!!!!

No follow up, no senior level call back, no email reply to email requests, NOTHING!!!

I will submit my complaints to the BBB, my credit card company, and the NC State Attorney General's Consumer Affairs Department if this whole mess is not resolved with my refund request by JAN 1st 2010
#38928 by southsound
Mon Dec 28, 2009 11:17 am
jcarcopo wrote: I demanded a refund for my new OOMA TELO, 3 Telo Handsets, and 2+ Years of OOMA PREMIER. I want my old HUB/SCOUT reactivated like it was before this whole TELO-DEBACLE. I have 3 unanswered/unresolved/open tickets, now several weeks old.

I have been told 3 times by the philippines support center that their is NO RMA PROCEDURE for RETURNS!!!!!!!!!!!!!!!!!!!!!!

My requests for refunds are being treated like tech-support tickets!!!!!!!!!!!!!!!!!!!!

No follow up, no senior level call back, no email reply to email requests, NOTHING!!!

I will submit my complaints to the BBB, my credit card company, and the NC State Attorney General's Consumer Affairs Department if something is resolved with my refund request by JAN 1st 2010

I can understand your frustration and also your issues with no response to your required solution. Unfortunately, 99% of those on the forum are users like yourself and have no way to do anything about your situation. Have you tried calling the corporate number and seeing if anyone there will escalate to upper management? The contact information is available on the main website, ooma.com. Click on company then team for the management team names. Then you can dial (650) 325-6662 to get the corporate automated switchboard.

From my own personal experience dealing with the management team, let me humbly give some advice. These are high level people who respond poorly to threats but are really concerned with making ooma customers happy since happy customers = corporate existance. Be polite even if you don't feel like it. Take a deep breath before describing your problem and frustrations. Let them offer suggestions but be firm in describing what will satisfy you.

In the end, my dealings with the team were extremely successful. Of course, YMMV. Let us know how things work out.
#38968 by costanzo98031
Mon Dec 28, 2009 3:19 pm
southsound wrote:From my own personal experience dealing with the management team, let me humbly give some advice. These are high level people who respond poorly to threats but are really concerned with making ooma customers happy since happy customers = corporate existance. Be polite even if you don't feel like it. Take a deep breath before describing your problem and frustrations. Let them offer suggestions but be firm in describing what will satisfy you.

In the end, my dealings with the team were extremely successful. Of course, YMMV. Let us know how things work out.


Thanks for the tip. I called the number you gave and waiting for call back. When I spoke with the normal CS today I got no where. They said, I need to ship back a phone they sent me. The problem is I bought my phones from Best Buy and canceled the order a month go when all phones were on back order. They ended up shipping me a phone but I had called them 4 times and sent in emails prior to this. I wont pay to ship this back since I made several attempt and canceled service prior to them shipping the phone.

I would also suggest to people that are getting now where to just call their banks and start the process of filing a claim. You will get your money back and there is no charge for doing this.

I agree with SouthSound that making threats will get you now where. If you are frustrated and really feel the need to complain, you have options. You might want to tell your experiences to friends and coworkers. You can also write poor reviews and post videos blogs on Best Buy and Amazon (where ever you purchased it).

My plain is to remain calm and be persistent. I hope I can get this resolved quickly and my refund process promptly. I want to keep my Ooma phone service, just dont want to subscribe to a service that won't benefit me.

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