Chat

[redoneusa]

Let's just be truthful here most live chats are "service agents" who handle your problem and pass it one to someone who can really help. Most issues don't get resolved by the first line support - though great for many basic issues.

Opening a ticket is always, always the best idea.

[bwyatt]

Back a couple of years ago you would get top level techs on chat. They could remote in to your computer, verify the settings of your router, and effect some pretty heady stuff IMO. I suppose as VOIPO has grown it has become more as you suggest redoneusa. I'm basing by opinion and frustration from what I had come to expect from VOIPO. It is my experience that most matters are resolved once you get the right person on the line. That used to be the guy on the other end of the chat. Lately, it's been the other end of the phone - but both (when the chat is answered) generally result in a near immediate fix. My experience with the ticket system is the response times are several hours to a business day before and more often than not there has to be two or three exchanges within the ticket before the matter is resolved. Unless it's a completely non-critical issue I find the ticket system the least preferred solution.

[VOIPoTim]

Back a couple of years ago you would get top level techs on chat. They could remote in to your computer, verify the settings of your router, and effect some pretty heady stuff IMO. I suppose as VOIPO has grown it has become more as you suggest redoneusa. I'm basing by opinion and frustration from what I had come to expect from VOIPO. It is my experience that most matters are resolved once you get the right person on the line. That used to be the guy on the other end of the chat. Lately, it's been the other end of the phone - but both (when the chat is answered) generally result in a near immediate fix. My experience with the ticket system is the response times are several hours to a business day before and more often than not there has to be two or three exchanges within the ticket before the matter is resolved. Unless it's a completely non-critical issue I find the ticket system the least preferred solution.

Sorry to hear that you feel that way. Things are definitely different than a few years ago due to size and we are constantly hiring/training new employees in order to keep up with demand.

If you ever do run into a bad experience with an agent, feel free to e-mail me at tim @ voipo.com and let me know so I'll know that they need additional training or are not following policies and I can address it with them.

[burris]

Back a couple of years ago you would get top level techs on chat. They could remote in to your computer, verify the settings of your router, and effect some pretty heady stuff IMO. I suppose as VOIPO has grown it has become more as you suggest redoneusa. I'm basing by opinion and frustration from what I had come to expect from VOIPO. It is my experience that most matters are resolved once you get the right person on the line. That used to be the guy on the other end of the chat. Lately, it's been the other end of the phone - but both (when the chat is answered) generally result in a near immediate fix. My experience with the ticket system is the response times are several hours to a business day before and more often than not there has to be two or three exchanges within the ticket before the matter is resolved. Unless it's a completely non-critical issue I find the ticket system the least preferred solution.

I too, am from the beta days and I don't seem to have the experiences you have.

I very seldom need to contact support, but last weekend I had a minor glitch and thought it would be a good idea to make a contact.
I put in a ticket and within 10 minutes, on the weekend, I was contacted and within another 15 minutes, the problem was cleared up.

Maybe I'm spoiled but I don't recall getting better service at any time from anywhere...