[toontown]

Does BV actually have customer service reps? I read a few of the more experienced members of this forum urge to call CS until one actually speaks with a CS rep. I have done that for two days straight at every conceivable time of day or night sometimes 3 times on the hour with no response. I have sent e-mails and still no response from these guys and all I want is a confirmation if they set up an account for me. Does any one have any idea of what other means to successfully reach a CS rep?

[derekrwest]

Yes, they are not a myth. A mystery perhaps. I call and hang up, call and hang up, call and hang up, call and hang up, call and hang up, call and hang up, call and hang up and eventually someone answers. I occasionally switch it up a bit after a dozen tries or so and tell my cell phone not to send my caller id (and usually a person answers on the first ring... hmmm). Why am I calling Broadvoice on my cellphone from Montr

[jpeisen]

Something that bothers me with emailing support@broadvoice.com, is that I get no reply. I would much rather receive something, anything, to indicate my request has made it into their queue, been assigned a ticket number, and how I can append information to the ticket. Instead I get the feeling it's just an inbox and Joe Triage hasn't read my note yet.

Getting an immediate response isn't the same thing as an immediate solution. I'd prefer a quick response and a quick solution, but the lack of a quick response from a ticketing system (at a minimum) makes me wonder how the BV CS group is managing their time and resources. Without some sort of queue to work from, the chances of problems being lost is far greater and there's no way to measure quality of service.

The only request I have in the queue now is a low priority (not service impacting) and I suspect they have only a skeleton crew with the holidays upon us, so I'm not expecting a real response any time soon. I just would like my request ACKed.

[toontown]

Finally did get through and you guys are right. When you talk to the CS people they are very interested in helping you. I guess their platform has been very successful which accounts for how busy they are.

[iamhives]

I' ve sent maybe 20 emails to their customer support email address and have never received any reply for any one of them.

Best strategy in my experience is to call very late at night/early morning (e.g. 2am). I have found Erin and Peter the best people to talk to but since its a lottery to get any human you can't be too choosy !

[rizsher]

I've talked to Erin and she is very good. Also, whenever I've emailed CS, they've always replied to me fairly promptly.

[mberlant]

My guess is that rizsher gets quick replies from BV because his emails are complete and coherent in describing his problems, enabling BV to deliver a quick and accurate response.

It's the same in the forums here. Postings that include good description of the symptoms and situation get resolved much more quickly than those without.

[hkvalet]

Originally Posted by mberlant

My guess is that rizsher gets quick replies from BV because his emails are complete and coherent in describing his problems, enabling BV to deliver a quick and accurate response.

It's the same in the forums here. Postings that include good description of the symptoms and situation get resolved much more quickly than those without.

Business reply is not as same as Forums reply. In here, you can choose to reply or not to reply.

However, the Customer Service in a company does not have this choice. CS cannot just pick which e-mail they'd like to reply and which they wouldn't.

Even if a customer does not provide enough information or description of the problems, the CS is still responsible for the reply, at least send back an e-mail and ask for more details.

[mberlant]

Yes, they are. They are also apparently managing workload by applying triage to the incoming emails. Those which need less deciphering can be answered immediately. Those which require more deciphering need to be passed to the next level for attention. That naturally takes more time.

Not to excuse the extra time that these more unclear requests take, but to a certain degree you get what you pay for. One of the reasons that BV is able to keep prices as attractive as they are is by managing expenses. It's just my opinion, but I am much happier to have my problems solved here on the forum than to pay BV for diagnosing errors in my configuration. If I require that level of Customer Service I'll pay for it by subscribing with Ma Bell.

[jpeisen]

So I had sent emails to support@broadvoice.com earlier and never gotten a reply. My only outstanding request was one for my credentials since their configuration setup locked me out of my Sipura 1001 and, quite frankly, I didn't care if I got that info before Xmas since I had other priorities.

So now that Xmas has passed and I have a week to play w/my Sipura before going back to work, I actually called up BV support via the 611 number. Marco answered on maybe the 2nd ring, was most helpful, and my configuration info was in my inbox mere minutes later. What a difference from the lack of response to my emails!

-John