International Bundle
Posted: Tue Jul 27, 2010 4:37 am
I am an International Bundle subscriber whose international calls are being cut off by a message saying something to the effect that I "have zero dollars, goodbye". So far this has only happened with calls to France, but I have plenty of minutes left on my bundle and I am not calling a mobile phone. Maybe Ooma's software isn't very good at distinguishing and metering out paid-in minutes from bundled minutes but it certainly is annoying and embarrassing. Another possibility is that Ooma isn't compatible with the French telephone system or its payment regime. In any event I now hesitate to use Ooma for international calls because it makes me look bad - exactly the opposite effect I had intended in purchasing Ooma; the ability to make inexpensive international calls sold Ooma to me as it increased my international presence.
A plus has been easy access to Ooma technical support via telephone and email but a negative has been the fact that the problem isn't turned over to senior technical people when the person on the other end (sometimes difficult to understand because of a Russian-like accent) doesn't know the answer. The result is I get "handled" rather than getting answers. Keeping a log of calls that are cut off not only doesn't solve the problem but frankly its not my job - I'm supposed to be making calls not joining Ooma's QC program.
Microsoft and others are very good at passing you up to a senior engineer who stays with you until the problem is solved. Must be expensive but it is effective.
A plus has been easy access to Ooma technical support via telephone and email but a negative has been the fact that the problem isn't turned over to senior technical people when the person on the other end (sometimes difficult to understand because of a Russian-like accent) doesn't know the answer. The result is I get "handled" rather than getting answers. Keeping a log of calls that are cut off not only doesn't solve the problem but frankly its not my job - I'm supposed to be making calls not joining Ooma's QC program.
Microsoft and others are very good at passing you up to a senior engineer who stays with you until the problem is solved. Must be expensive but it is effective.