Porting success, but communications needs improvement
Posted: Tue Feb 16, 2010 8:55 am
Thu 1/21: Submitted porting request, electronically. Credit card charged $39.99 within a day.
Fri 1/29: After not hearing anything from Ooma regarding my port, I call CS. I am told someone would get back to me via email in 24-48 hours.
Mon 2/1: I call again. I ask why I have not yet received my email indicating my scheduled porting date - that is promised to arrive within 5 business days of a port request. Lots of apologies, I am promised an email. I am verbally told my port date is 2/18.
Thu 2/4: Still no email. I call again (now the THIRD call on this request). I finally get an email two more days later, yes, it's scheduled for the 18th. At least I finally have it in writing - which is what I should have automatically gotten in the first place.
Mon 2/15: My port happens. The only email I get today is that my "account number" has changed. This both astonishes and frustrates me, because now my phone at home is dead before I planned; my wife was home working for the day and had no idea why the phone was dead.
So.... while the port DID happen... It was like pulling teeth to actually get Ooma to communicate to me in writing when it would happen.. and then the date they told me wasn't even the right one. The fact that it happened 3 days early is immaterial, I was not prepared the night before to unhook AT&T and enable Ooma dialtone throughout the home's phones. My wife was arguably ticked she had no phone the day she was home from work.
Dear Ooma: Your technology is really really awesome. Your communication to customers blows.
Fri 1/29: After not hearing anything from Ooma regarding my port, I call CS. I am told someone would get back to me via email in 24-48 hours.
Mon 2/1: I call again. I ask why I have not yet received my email indicating my scheduled porting date - that is promised to arrive within 5 business days of a port request. Lots of apologies, I am promised an email. I am verbally told my port date is 2/18.
Thu 2/4: Still no email. I call again (now the THIRD call on this request). I finally get an email two more days later, yes, it's scheduled for the 18th. At least I finally have it in writing - which is what I should have automatically gotten in the first place.
Mon 2/15: My port happens. The only email I get today is that my "account number" has changed. This both astonishes and frustrates me, because now my phone at home is dead before I planned; my wife was home working for the day and had no idea why the phone was dead.
So.... while the port DID happen... It was like pulling teeth to actually get Ooma to communicate to me in writing when it would happen.. and then the date they told me wasn't even the right one. The fact that it happened 3 days early is immaterial, I was not prepared the night before to unhook AT&T and enable Ooma dialtone throughout the home's phones. My wife was arguably ticked she had no phone the day she was home from work.
Dear Ooma: Your technology is really really awesome. Your communication to customers blows.