<br><font size=2 face="sans-serif">The recent flamewar has spurred me to
put out this RFQ. I would like to know what alternatives exist for
customers who are interested in IAX services that are focused on support.
It seems every e-mail and every website advertising service leads
with price, and service isn't even mentioned. Well, I want it the
other way.</font>
<br><font size=2 face="sans-serif"><br>
So, I'm hoping that I can send out this RFQ and get some options from companies
that lead with the quality of their support, as well as a reliable product.
Here's my list of priorities. The first two are must-have's,
the rest nice-to-haves.</font>
<br>
<br><font size=2 face="sans-serif">1) The ability to call a telephone number
and speak to someone with technical knowledge. It doesn't have to
be the first person I speak to. I just want to be able to speak to
someone who can get me where I need to be. 8-5 M-F is a requirement,
but 24 hours (or at least weekends) would be very nice.</font>
<br>
<br><font size=2 face="sans-serif">2) A highly reliable network. While
I want good service to be available, I'd rather not use it!</font>
<br>
<br><font size=2 face="sans-serif">3) Some way of being able to monitor
the status of technical requests. Something that shows me when work
is done, without me having to bug people.</font>
<br>
<br><font size=2 face="sans-serif">4) Toll-free DID's with the ability
to transfer my current numbers.</font>
<br>
<br><font size=2 face="sans-serif">5) Month-to-month terms</font>
<br>
<br><font size=2 face="sans-serif">6) No monthly fees: straight per-minute,
preferably with 6/6 billing.</font>
<br>
<br><font size=2 face="sans-serif">7) Price.</font>
<br>
<br>
<br><font size=2 face="sans-serif">You will notice that price is last.
I will pay more for a provider that can provide all of these items
than one that does not. Of course, there is a limit on price. But
I'd pay a *lot* more than $0.009 a minute for a provider that provides
all six items on that list.</font>
<br>
<br><font size=2 face="sans-serif">I do not think this list is too hard.
For example, I get exactly this level of support from one of my ISP's
(Speakeasy.net), whether it's with bonded T1's or their least expensive
ADSL. I can call and get a person 24x7. I can get technical
support 24x7. And I even get calls back. I've experienced it.
All I want is a VoIP provider that works the same way. They're
more expensive than many providers: While SBC might charge $25 for
a low end ADSL connection, Speakeasy might charge $70. Service does
come at a price. But worth every single penny.</font>
<br>
<br><font size=2 face="sans-serif">I would love to hear from actual customers.
But please don't say "Provider X's service rocks!" if you've
*never* had a major support issue. If you plugged it in and turned
it on, I would *expect* it would work. *Anyone* can deliver great
customer support when things are working! Tell me about times when
you've had problems and how customer support handled it then. Did
they answer the phone? Did they call you back? Did they e-mail
you back personally within an hour? With a solution? Or a deadline
for a soluiton? Did they stick to it? Or didn't they?</font>
<br>
<br><font size=2 face="sans-serif">Thank you all very much for your response.</font>
<br>
<br><font size=2 face="sans-serif">Tim Massey</font>
<br>