Support going down hill

Wow I am currently in a chat session online with support because my phone service has been flaky since Friday. Instead of looking into what is going on they are trying to get me to install software on my pc. I have been a customer a long time and this is the worst support I have ever dealt with. I am really disappointed and my phone service is totally dead.

We do use remote desktop type software to go in and do router troubleshooting a lot since most of our customers are not tech savvy and it's much faster to go in and look at their router settings/adjust. I'm assuming that's the software mentioned.

If you don't think things were handled well, you can always e-mail the chat info to me and I'll take a look (can look it up using date/time).

Are you still down?

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Originally Posted by VOIPoTim

We do use remote desktop type software to go in and do network troubleshooting a lot since most of our customers are not tech savvy. I'm assuming that's the software mentioned.

If you don't think things were handled well, you can always e-mail the chat info to me and I'll take a look (can look it up using date/time).

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Ya I will send it. He did not want to give me his name but the chat thing emailed me his name anyway

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Originally Posted by Xponder1

Ya I will send it. He did not want to give me his name but the chat thing emailed me his name anyway

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Sounds good.

In terms of customers, we've grown literally around 10x in the last 3 months.

In first 2 months of 2010, we did 1/2 of our total 2009 revenue.

So definitely growing fast and as a result doing a lot of hiring and changing processes along the way to be more efficient.

If anyone ever notices an issue that wasn't handled in the best way, feel free to e-mail and I'll take a look.

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Originally Posted by VOIPoTim

Sounds good.

In terms of customers, we've grown literally around 10x in the last 3 months.

In first 2 months of 2010, we did 1/2 of our total 2009 revenue.

So definitely growing fast and as a result doing a lot of hiring and changing processes along the way to be more efficient.

If anyone ever notices an issue that wasn't handled in the best way, feel free to e-mail and I'll take a look.

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Thanks Tim

My service seems to be working again so no idea if you had something done or its just being intermittent again. Out of total frustration I neglected to say that yes it was still down when I got out of the chat. I will just submit a ticket next time. Feel free to delete this thread. I just needed to vent. Thanks for everything you do for us Tim.

I learned that chat will result in an emailed record of it.
Never ever expected that and it sounds more formal and usefull.
I always preferred email/ticket system.

Always value to gain from threads such as these :)

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Originally Posted by usa2k

I learned that chat will result in an emailed record of it.
Never ever expected that and it sounds more formal and usefull.
I always preferred email/ticket system.

Always value to gain from threads such as these :)

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Ya the email it to you feature is new. I like it. The entire chat system was redone. The guy refused to give me his name but in the chat log it lists their name instead of VOIPo like I saw on the screen.

I am usually able to resolve things pretty quickly via web chat and if that fails they submit a ticket. Next time I will just send a ticket.

Like was he cocky about it and refused to give name? Because I have never known VoIPo staff to do that....

A service you pay for went/was down, and you decided to go on the chat system? Call them next time?