<div dir="ltr"><div>Well said Peter. <br><br></div>-Jai <br></div><div class="gmail_extra"><br><div class="gmail_quote">On Wed, May 13, 2015 at 2:42 PM, Peter Beckman <span dir="ltr"><<a href="mailto:beckman@angryox.com" target="_blank">beckman@angryox.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">So disappointing to hear Nitzan.<br>
<br>
I've found that even when I don't think my customers are right, or I can<br>
prove they aren't right, it is better for my own sanity and for my business<br>
to make exceptions and provide a great experience and give refunds or send<br>
money than to make up policies or excuses or try and prove that our<br>
business is in the right.<br>
<br>
I had a customer who didn't pay their bill, so after 30 days we<br>
disconnected his numbers. They got really mad and said they lost a ton of<br>
business. It wasn't our fault, but we also didn't want to have a customer<br>
leave super unhappy. So they sent us an invoice for what they spent on some<br>
advertising of those numbers and we split it with them.<br>
<br>
Was it our fault? Nope. But we did it to demonstrate that our customers are<br>
more to us than revenue generators. And the customer decided to stay with<br>
us, and we have a great relationship with them to this day. It took 6<br>
months for us to break even on that, but it was worth it for that<br>
relationship.<br>
<br>
I'm sure this post will cost the business more than $833 in bad press. It<br>
doesn't even matter to me or them if either of you are "right" or to hear<br>
their side. The relationship wasn't valued enough to solve this quickly and<br>
move on.<br>
<br>
I know you've experienced it too Nitzan, with the VoIP rates with Future<br>
Nine back in 2010. Hopefully the you today would never respond to customers<br>
with "No offense, and I'm sorry about this - but we are too busy right now<br>
with other issues which are higher priority..." when they make a complaint.<br>
<br>
I hope this can be a cautionary tale for all of us to remember that our<br>
customers are humans too, and we need to treat them with respect, and to<br>
be empathetic and value the relationship over money arguments.<br>
<br>
Beckman<br>
<br>
On Wed, 13 May 2015, Nitzan Kon wrote:<br>
<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Hello list,<br>
<br>
Short version:<br>
Teliax owes us $833 for TF traffic we sent them between March-November<br>
2014. To date we have not received payment for any of this traffic, we<br>
keep getting ignored, given the run-around ("someone in accounting is<br>
looking at it"), and other excuses. BEWARE, AND DO NOT DEAL WITH THESE<br>
FRAUDSTERS!<br>
<br>
Long version:<br>
Last year, in an attempt to get compensated for our toll-free traffic, we<br>
got referred to Teliax by a member of this list. We signed the agreement<br>
and started sending traffic - everything worked fine except for lack of<br>
payment - we never received a single cent from Teliax.<br>
<br>
After several months of not getting paid I tried contacting Simon Booth<br>
(Director of Business Development) who assured me payment is coming -<br>
they just supposedly pay about 3 months late. A surprise, but not<br>
something I couldn't live with.<br>
<br>
I waited another two months and not surprisingly we still haven't<br>
received anything. I tried contacting Teliax again several times and was<br>
either completely ignored, or assured that "someone in accounting is<br>
looking at it".<br>
<br>
A couple months later I broke down and threatened to expose them publicly<br>
for their fraudulent business practices, to which I finally received a<br>
reply from CEO David Aldworth claiming that they do not initiate payments<br>
for amounts below $1000 - a ridiculous practice I was never told about,<br>
and one that is NOT specified in our agreement. He acknowledged they owe<br>
us $833 and assured me payment will be sent. This was back in November.<br>
Half a year later we still haven't received payment, and as usual our<br>
attempts at contact go ignored.<br>
<br>
I have no choice but assume the worst, and label this company fraud.<br>
<br>
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Peter Beckman Internet Guy<br>
<a href="mailto:beckman@angryox.com" target="_blank">beckman@angryox.com</a> <a href="http://www.angryox.com/" target="_blank">http://www.angryox.com/</a><br>
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