[asterisk-users] VoipSupply? [Semi-Urgent]

[C F]

On 10/16/06, VaibhaV Sharma <vsharma at ishisystems.com> wrote:
> I don't think this is a problem because of the snow storm.
>
> I just got off the phone with them. The sales guy I used to deal with left a
> few months back and since then, its been a pain to get anything done with
> them. People I have dealt with had no clue.
>
> I called them this morning for a problem to be told that a technical support
> person will call me back "within an hour". Then no one calls back for 5
> hours. So when I call them back, I am told "We don't do technical support on
> the phone. I don't know who told you that".
>
> The lady who I was speaking with had no clue of what I was asking for. She
> kept putting me on hold to ask someone for an answer.
>
> What was my question?
>
> Q. We purchased 25 polycom IP 601/501 from you a while back and one of them
>    has a faulty power supply. How do I get a new one?
> A. Hold on.... Oh! You have to speak with RMA and not technical support. Go
>    to our website / rma and submit an RMA.

You are just another person that is not worth a response but I'll do it anyhow.
I guess the answer should have been, ok here is tech support so that
they can forward you back to me, customer service. Can you explain why
an RMA belongs to tech support?

>
> Q. Well, power supplies don't have serial numbers!
> A. Hold on. ...... No you will have to obtain an RMA!

OK, so you got a problem, and she had the solution, ship both in.
Anybody in any business knows you can't just send something, there has
to be some accountability.
No, you don't get  a new one without an RMA.
Now a better answer would have been, put in the serial number from the
phone, but don't ship the phone just the PS. But she wasn't so
creative.

>
> Q. Well, what do I send to you? Can I speak with a technical support person?
> A. Hold on. ...... Send us the power supply *and* the phone.

Why don't you want to speak to the janitor at this point? Where does
tech support come in?

>
> Q. It will cost me the money for a power supply to ship the phone to you.
>    Can you tell me somewhere else I can get just the power supply?
> A. If I had the answer I would have told you, sir.
>
> Gah!
>
> This is just one case. I am really disappointed with their service. I am
> worried about our technical support options for the polycom phones after the
> last few expereinces with Voipsupply.

You only mention one case - that was realy handled nice by that lady -
but you finnish last few expereinces. There are none.
No, it's not, I'm sure you don't get along better with anybody.


>
> --
> VaibhaV
>
>
> On 10/14/06 10:36 AM, "Matt" <mhoppes at gmail.com> wrote:
>
> > Contact them again... they have always been very good... I'm chocking
> > this up to the snow storm.
> >
> > On 10/13/06, Shaw Terwilliger <sterwill at sourcegear.com> wrote:
> >> Matt wrote:
> >>> Hi,
> >>> Does anyone know what is going on with voipsupply?   My sales guy
> >>> hasn't been online in several days, their 800 number is fasy busy, as
> >>> are their direct lines.  And the canadian store website is down.  What
> >>> the heck is going on?
> >>
> >> If you search the archives from a few months ago you'll find a few
> >> unhappy voipsupply customers (including me).  They never shipped what I
> >> ordered, didn't respond to any e-mail or calls.  The president saw the
> >> list traffic and sent me a long apology (stating his commitment to
> >> service) and offered to send me an extra component that I had cancelled
> >> the order for--free of charge--as a show of good will.
> >>
> >> It's been two or three months since that promise, and I never received
> >> the part.  He hasn't responded to my follow-up "did you really mean it?"
> >> e-mail either.
> >>
> >> --
> >> Shaw Terwilliger <sterwill at sourcegear.com>
> >> SourceGear LLC
> >>
> >>
> >>
> >>
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