[madenney]

Last Tuesday I decided to place my order with Broadvoice - nice plans, and some nice features that I liked, such as music on hold (said to be a premium option available for $1.95 per month).

I placed my order and paid for overnight shipping and handling - a total of $97.xx. I got my email immediately after telling me there is a 12 to 24 hour lead time on processing orders (I can deal with that - but it would be been professional and courteous for that to be listed at the check out screen BEFORE they took my money.) After I received the email, I called Broadvoice just to follow up - I do this on every online order just to touch base with a human.

I was told that my order would ship that day overnight. I was surprised and happy. I asked about being able to use a piece of Softphone software to go ahead and start using the service while I wait for the hardware to come; I told them that I need my authentication password. I was told at that point they can't give that out until the order ships - odd I thought to myself but no big deal.

Wednesday comes, and I login to my broadvoice account to see the status, and it is still pending. So I called them back and asked what is going on, and they said it did not ship out. I asked why and of course I got the run around, but was promised it would go out that day. I asked again about getting my authorization password so I could at least use the service while I waited for the hardware - I was told that they could give me the auth code but as soon as I signed on it would cancel my shipping order because it would appear that I already had received my hardware. I mean come on! Are you kidding me? Are you really that inept at keeping up with what has shipped and what has not? I reminded the support rep that the reason I chose Broadvoce was because of their plans, and the music on hold - at that point he let me know that music on hold is still being worked on and is not ready, eventhough it is PLAINLY listed as an available premium option. Things are not looking good so far.

Thursday comes, and the same problem - not shipped. I call back and get the same guy from the day before; and he still does not speak English. I asked to speak to his manager and he said no because it would get him in trouble. I asked again let me speak to your manager and he kept talking over me saying how he would open up a ticket and would find out what is going on and would make sure it ships out. He eluded to the fact that they were just out of adapters, but as I questioned that he backe dup and said my order was on top. Upset, but somewhat confident it would ship, I said ok.

Friday - no shipment. And I did not call.

Saturday - nothing.

Monday - nothing. I called and got someone who spoke english. I explained I was very upset. Not because of the shipping time but because of their total and utter disrepect for me as a customer. If they had said it will ship on such and such of a date and it did - I would have been happy. This guy I talked with today seemed to have a bit of a better head on his shoulders and personally assured me he would follow up with me and find out what is going on. It is now 2:11pm in the afternoon and I doubt very seriously I will hear anything from him.

I am in a bad position because I like their plans, but the company sucks. I am still not sure if I will just bounce the charges and complain to everyone I can - or have hope that the damn adapter will come in.

Anyone else getting screwed like this by broadvoice?

[rizsher]

BV has been going thru lots of troubles last few weeks; you coudnt have chosen a worse time to sign up with them. Give them some time, they're slowly fixing things.

[madenney]

Originally Posted by rizsher

BV has been going thru lots of troubles last few weeks; you coudnt have chosen a worse time to sign up with them. Give them some time, they're slowly fixing things.

I have given them a week - with no communication from them. I wonder if they will make it through this time or if they are going to go belly up. Who else is a viable alternative?

[rizsher]

Since you don't seem to want BYOD, theres many many other options, though I doubt if ANY come close to BV in cost/features. The Voxilla site has a VOIP Provider comparison chart, you can check it out.

[glomph]

I'll be happy to give you a nonfunctional account and a customer-service number that rarely gets answered for half of BV's prices. And if you act NOW, I'll send you a map of where all the weapons of mass destructions are hidden!

[rhoadesma]

Originally Posted by madenney

I am in a bad position because I like their plans, but the company sucks. I am still not sure if I will just bounce the charges and complain to everyone I can - or have hope that the damn adapter will come in.

I agree they have great plans. Don't expect to get any phone calls or emails from BV. I have never had a response from their billing dept when emailed. I am actually amazed you were able to get through to them on the phone. Did you have to wait a long time (30+ mins). I average about 45 mins to talk to a person just to have a problem esculated and never hear from them.

I just dumped them because of bad service and bad call quality. I signed up with skyrocket.com. You can actually get a person on the phone/online chat/email.

[madenney]

Originally Posted by rhoadesma

I agree they have great plans. Don't expect to get any phone calls or emails from BV. I have never had a response from their billing dept when emailed. I am actually amazed you were able to get through to them on the phone. Did you have to wait a long time (30+ mins). I average about 45 mins to talk to a person just to have a problem esculated and never hear from them.

I just dumped them because of bad service and bad call quality. I signed up with skyrocket.com. You can actually get a person on the phone/online chat/email.

Normally it does take more than 30 minutes, and I have NEVER gotten a response from email. This morning was the exception - I got throug on the phone in about 10 minutes or so. BTW - It is now 4:40pm and still no word from anyone, and my account is still "pending".

I checked out skyrocket.com, but it appears to be a music site. Is that the correcty URL?

[glomph]

I think it was a typo. He meant sunrocket.com

[madenney]

Well I called again at just a few minutes to five and got someone on the line. They said that it looked like the shipping department has it but they will have no way of telling if/when it will go out until Fed Ex scans it. Pathetic that is the only way they know what equipment is where. Anyway, I got an email shortly after that saying it shipped and was given a tracking number. Now, only time will tell if it actually comes in or not.

[cayman]

Originally Posted by madenney

I got an email shortly after that saying it shipped and was given a tracking number. Now, only time will tell if it actually comes in or not.

-Or- go to the FedEx website and look up the current status on that tracking number. They're very good about giving you the minute-by-minute location of the package.

HTH,
- Don