Phone.com: I fired them!
keithf3118
Member since: Jan 2012
xxx.xxx.40.115
Pros
Great experience when ordering and setting up.
Great experience when ordering and setting up.
Cons
Customer service can do nothing to fix things.
Customer service can do nothing to fix things.
I ordered phone.com based on the reviews. Everything went well until there was a problem that needed to be resolved. The ATA that phone.com sent had a problem and it was not able to make my analog phone ring properly. After nearly 2 weeks of dealing with customer support, I gave them a choice. Either send me a new ATA or I will terminate service. The customer support person insisted that more troubleshooting needed to be done before they could replace the ATA. I again told them that I would only accept a new ATA as a solution. Even after the ultimatum the customer service person stuck to the original position that they would not replace the ATA.
I fired them! I now have Vonage and am quite happy.
Avoid these people. They have little to no customer support to assist in the event of a problem.
Would not recommend to a friend.
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Official Response
Hi Keith,
I'm really sorry to hear about your experience with Phone.com. I understand you've decided to use another service but we'd like to look at your account so we can determine where it is that we could have provided you better service. Would you mind emailing me your Phone.com number so we can look up your account? Jeb@Phone.com. This is for our purposes but so we can learn from it and help current and future customers. I promise we won't start emailing you either.
Thank you for your help,
Jeb
Phone.com Community Manager
said JebAtPhone.com - Feb 13, 2012
Last Updated: 05/23/2012 06:05 PM
Comments
Official Response
Was this review useful?
Hi Keith,
I'm really sorry to hear about your experience with Phone.com. I understand you've decided to use another service but we'd like to look at your account so we can determine where it is that we could have provided you better service. Would you mind emailing me your Phone.com number so we can look up your account? Jeb@Phone.com. This is for our purposes but so we can learn from it and help current and future customers. I promise we won't start emailing you either.
Thank you for your help,
Jeb
Phone.com Community Manager