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We've just rolled out a new, simplified residential order form. The entire process is now on one page and should be a lot better overall.
https://billing.voipo.com/order-res/...esidential.php
Any feedback on it since all of you guys went through the old one?
You may need separate shipping and billing address sections.
Sometimes I ship stuff to my work instead of home.
The thing with it is that there's a lot of fraud in general and if we don't ship to the billing address and there is a dispute, we basically automatically lose it. If we shipped something to them at their billing address, we have a lot more dispute leeway since we "took reasonable precautions" to prevent fraud by doing that.Quote:
Originally Posted by dcurrey
We're debating that, but for the time being we're not going to allow it unless they call in due to the large amount of fraud related to VoIP.
Also in case you don't notice, the promo codes will update the pricing in real-time on the site or tell you if the code is no longer valid.
Example Promo Code: LAUNCH5
Seems simple enough to me, except you need to take another look at the following excerpts from the TOS to be sure you want them like this..
======VOIPo provides all residential customers with a telephone adapter and softphone solution to use to connect to our service. The use of any other third party devices (such as ATAs) or software (such as Asterisk) is strictly prohibited. Users who attempt to circumvent this restriction face immediate termination of their service. VOIPo reserves the right to remotely access and manage provided devices.
======VOIPo provides support for using our service and provided hardware only. We do not provide troubleshooting or support for routers, computers or internet connections. The provided phone adapter has a built in router is designed to be connected directly to a modem and then your existing router or computer connected to the built in router. If you connect the VOIPo adapter to an existing router, we cannot provide troubleshooting for your router if service does not work properly.
We'll be making an announcement in the next few days, but basically we're going to be getting back to 99% rather than trying to work for 100% of people. We aren't going to be supporting BYOD much longer going forward. Existing customers will be grandfathered in, but we're not going to support it for new customers once we make the announcement. Right now more than 50% of our support is from BYOD users and most of the users most vocal about issues are using BYOD off and on.Quote:
Originally Posted by burris
Ultimately, we're going to get back to focusing on serving the 99% of customers that it works well for and not tweaking and trying to make things work for the other 1%. We originally were doing that and then we tried to start accommodating more special case users and it's just not worth the problems doing that causes.
In terms of the router one, yes that should be updated now that we're using PAP2s.
That looks very good Tim.
+1.Quote:
Originally Posted by Xponder1
I noticed that LAUNCH5 is only applicable to annual plans, too. :) You might want to mention that promo codes are case sensitive (or make them case-insensitive).
Also, number database needs a little more cleanup. For example, if selecting a number in CT, New London shows up 3 times. Two of those selections show no number availability, but one shows a rather long list of numbers.
Nicely done. I would bold the text about:
"If you can't find the area you're looking for, just contact sales@voipo.com for assistance."
Sorry for my about to be thread-jack. If this should be another thread, Mods, please move it to one. I just wanted to reply here in context.Quote:
Originally Posted by VOIPoTim
Tim, I completely see your points here and in fact agree with you that it will serve you and the customer better in the long run but I'm a touch saddened that you'll lock out BYOD completely. I'm not doing so now, but did consider that I might want to try an Asterisk server in the future. Imo, it would be perfectly acceptable to deny any support to BYODs w/ the official line being something like "i'm sorry but we cannot support devices other than Voipo issued xxxx adapters. Please connect your Voipo adapter and contact us again if you're still having trouble".
Iow, if I could get it working on my own, and it wasn't damaging the network (hammering servers, or what have you) then fine. Maybe even keep the forum here (or elsewhere) for users to discuss amongst themeselves. Is it really necessary though to axe the option *completely*.
And just so we're clear... this is by no means a deal breaker for me. I just felt it a nice option to have and did think I'd explore it some in the not too distant future.
I guess I'm just asking if you'll consider keeping it - even in an "unofficial" way. If you consider it and deem it has to go... Que sera, sera...
I just thought it worth mentioning.
Thanks for the listen (and sorry for the thread-jack).
I know where you're coming from. The problem is...we've tried the "unofficial" setup for a while now not offering any support.Quote:
Originally Posted by J.Azaria
Users just completely ignore it though.
What happens though is that even when we say that the users just go post on public forums over and over with the same issues which in turn makes us look bad.
They also have a lot of random issues that they just insist have to be on our end and come to support with "I know it's configured right, but it's not working so even though you won't help me configure it, you need to fix the core problems on your end".
Granted that's not everybody, but like I said right now about 50% of our support load is from BYOD users (even though they're a very small portion of our customer base) now that the Grandstream saga is over with.
If we don't attempt to fix their issues, they start posting everywhere. Mainstream customers have no idea what BYOD even is so they just see bad experiences and think the whole service is bad even if we clarify.
Of all the people posting negative experiences, quite a few have used BYOD at some point and time.
There are pros and cons to it, but it really comes down to a case of a few people causing it to be so much of a hassle that it's just better to simplify.
Tim,Quote:
Originally Posted by VOIPoTim
Who are considered existing customers? Does that include those like myself who have already obtained their SIP credentials for BYOD from tech support but have yet to hook it up? I plan to have it in place by next week.
You pretty well summed up the entire issue.Quote:
Originally Posted by VOIPoTim
Sure, you may lose a few customers, but your support costs will diminish and you hit on the most important aspect of this....that is the negative posting about problems that are caused by complex user configurations.
I'm sure everyone won't agree with your plan, but if I remember, this was the plan from the beginning, and for me translated to having a more reliable service for everyone.
Just my opinion..
Essentially, it's a business decision. It's Tim's company and I'm sure he's weighed the pros and cons (as described in his detailed response and perhaps other factors he may not have shared for business reasons) before coming to his decision. Whether one agrees or not one can give feedback but that's the way it's going to be. I have no BYOD plans (other than using a softphone occasionally - which I understand is allowed), so to some extent it's theoretical to me.Quote:
Originally Posted by VOIPoTim
That was what I was saying when it was announced BYOD was going to be allowed but not supported. The same thing happened with VT. Even thought it is not supported people will still call in and gripe.Quote:
Originally Posted by burris
I like the idea of BYOD should I need to troubleshoot and I am sure I can run BYOD services, I just choose not to mess with it.
This is a good call by Voipo.
To summarize, I think we have another request for the return of your Carrier service. :DQuote:
Originally Posted by J.Azaria
By all means, I support your getting the residential program working to your satisfaction before un-mothballing Carrier, but the Carrier platform is a great outlet for those of us BYOD 'tinkerers'. :) Upon the return of Carrier, would you consider a means to "move" existing BYOD users off the Residential program and onto Carrier? I wouldn't want to lose my Founder's Plan, but for the purpose of locking down your Residential service, getting all BYOD off it makes some sense...
That's all I needed to hear :)Quote:
Originally Posted by VOIPoTim
BYOD till I die ;)