OOMA's Technical Support Team is Terrible

[MakoCSH]

just call me a Dummy!

Ok dummy!

That isnt helpfull or appropriate.

Sorry, couldn't resist!

[ajw522]

just call me a Dummy!

Ok dummy!

HAHA LOL!

[Harpist]

I have had my ooma hub since February and my Telo since late August. Both of my systems are working very well and when I did have a problem, ooma worked with me and with their partners to take care of everything.

I typically find that posts with your level of disapproval fall into one of several catagories:
1 - Desperation from a person who is probably not technically able to deal with VOIP and should get a refund.
2 - Frustration from having a problem and not posting the details here so we can try to help.
3 - Negative garbage from either a competitor or a troll who has no desire to see ooma prosper for purely selfish reasons. This person may not even own an ooma or it may have been purchased by his/her competing employer for the sole purpose of posting on a user only forum.

Since within minutes of joining the forum you have made two very negative posts with no substantiations or details tells me you are from the 3rd group. Please prove me wrong or go away.

Southsound,

I have no idea if you are correct regarding Mutt. Unfortunately, my experiences are similar. In fact I am presently on hold (for the 8th or 9th time) with a support agent (make that 10 times now).

I am just trying to get a single Scout to work with my Ooma hub. First I looked at the documentation that came with the Scout (just a wiring diagram). Then I looked at the on-line documentation (repeat of the hard documentation). Then I went to the forums (in fact Southsound responded to one of my posts). I have gotten some good help here (one of my problems with the de-activated land line was solved with one quick post - the tech support agent was stumped).

Now I am again talking to the support agent. The routine goes:

1. They have me check if it is plugged in. If it is, they ask me to reboot it.
2. They ask if I have a dial tone (I do).
3. They ask if I can call out (I can)
4. They put me on hold to call the number. It goes directly to voice mail.
5. They put me on hold to go chat with their IT people.
6. They come back after making a configurational change (maybe???) and we go back to step one.

I have been at this for over an hour now. I have been configuring networks for 15 years and have worked with several different VOIP systems (Vonnage, Packet8) and have never had this much trouble.

The support staff is obviously working from a script. The issue has now been "escalated" so maybe I will get some help at higher levels. I will also make a post here on the forums with a detailed description of my issue.

Of course, there is no way of convincing you that I am not a troll or a competitor (or even that I am a qualified IT professional). But the quality of the tech support has a long way to go.

Good Roads

Harpist

[southsound]

I am just trying to get a single Scout to work with my Ooma hub. First I looked at the documentation that came with the Scout (just a wiring diagram). Then I looked at the on-line documentation (repeat of the hard documentation). Then I went to the forums (in fact Southsound responded to one of my posts). I have gotten some good help here (one of my problems with the de-activated land line was solved with one quick post - the tech support agent was stumped).

Now I am again talking to the support agent. The routine goes:

1. They have me check if it is plugged in. If it is, they ask me to reboot it.
2. They ask if I have a dial tone (I do).
3. They ask if I can call out (I can)
4. They put me on hold to call the number. It goes directly to voice mail.
5. They put me on hold to go chat with their IT people.
6. They come back after making a configurational change (maybe???) and we go back to step one.

I have been at this for over an hour now. I have been configuring networks for 15 years and have worked with several different VOIP systems (Vonnage, Packet8) and have never had this much trouble.

The support staff is obviously working from a script. The issue has now been "escalated" so maybe I will get some help at higher levels. I will also make a post here on the forums with a detailed description of my issue.

Of course, there is no way of convincing you that I am not a troll or a competitor (or even that I am a qualified IT professional). But the quality of the tech support has a long way to go.

Good Roads

Harpist

I have no suspicions of you being a troll or a competitor. Your posts and those of the one I was commenting on are totally different in content and intent. And I don't doubt your qualifications as an IT professional. Many of us on the forum are as well. I'm probably the first raccoon to have retired from Microsoft (back in 1998). As to the tech support folks asking rather simple questions, let me tell you a story from my own past: I was the Service Operations Manager for a major PC chain at one time. But when I bought a new USB scanner I was bummed because it would not fire up. I loaded the proper software, twice. Made sure my USB cable was OK and securely plugged in. Verified power to the power supply. And nothing. When I called tech support, they asked me, did anything happen when you turned it on? I replied, "there's no power switch". They suggested I look at the back near the corner. I told the technician I'd call back when I felt less embarrased.

I'm going to search your other post and see if I can possibly add some additional help to the situation.