Support communications leave a lot to be desired
Posted: Sat Nov 25, 2023 5:58 pm
Hi there. I'm a new Ooma customer. I'm being intentionally vague below, I don't know what might be truly sensitive.
On the 20th of November I called to clarify a few concerns and to report a discrepancy between documentation and web site functionality. I asked for and received a confirmation code for the issue.
I called about two hours ago to report a separate hardware identification issue and the person didn't evidence the technical chops and hung up on me. So I tried the forum and it made me complete an additional registration but I still couldn't log in.
So I called again and this time the person was technical enough to understand the hardware issue (my Ooma device works, that's not the problem). I asked for and received a confirmation code; however the code is the same one I was given on Nov. 20, but this is a separate issue so it's not really a confirmation code memorializing the communication (not, so to speak, a receipt or case number).
Meanwhile the forum kicked out a confirmation email and when I just tried the link phpbb kicked a server error (something about cache permissions). I have a screen shot but again not sure I should post that either. However, I can now log in and post to the forum, QED.
Too bad there's no Bugzilla or RT. Support communications seem unduly opaque.
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Fred Morris | m3047 | internet plumber
On the 20th of November I called to clarify a few concerns and to report a discrepancy between documentation and web site functionality. I asked for and received a confirmation code for the issue.
I called about two hours ago to report a separate hardware identification issue and the person didn't evidence the technical chops and hung up on me. So I tried the forum and it made me complete an additional registration but I still couldn't log in.
So I called again and this time the person was technical enough to understand the hardware issue (my Ooma device works, that's not the problem). I asked for and received a confirmation code; however the code is the same one I was given on Nov. 20, but this is a separate issue so it's not really a confirmation code memorializing the communication (not, so to speak, a receipt or case number).
Meanwhile the forum kicked out a confirmation email and when I just tried the link phpbb kicked a server error (something about cache permissions). I have a screen shot but again not sure I should post that either. However, I can now log in and post to the forum, QED.
Too bad there's no Bugzilla or RT. Support communications seem unduly opaque.
--
Fred Morris | m3047 | internet plumber