800VOIP Impossible to get hold of anyone.

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Gremlin

83 posts

Master Geek

#106863 1-Aug-2012 18:08

Does anyone here deal with 800VOIP on a regular basis ? and if so, how have you found their after sales support ?

Basically I'm having a really hard time just getting anyone from this company to reply to my emails or get anything other than disconnected when I try calling their 0800 number (not a good look for a VOIP company).

I recently purchased a product from their website, and whilst their sales service was great (they even couriered another device to me after Flyways lost the first one). After receiving the product it wasn't what I was expecting and I've been trying to return the product for a refund ever since.

I purchased a SNOM M9 thinking I was getting the SKU with 2 handsets and 1 base unit, this was based on the product photo (and their price to some extent) they've changed the product photo and product description since I complained btw.

But tell me I'm not going nuts, if you saw the following product photo next to a product would you not also think you were getting 2 handsets and 1 base unit ?

http://www.800voip.co.nz/image.ashx?i=1e805ae3-5a1d-4847-9050-8d7e579fb0c2&p=38&v=4685cebb-fb6a-43b2-abb0-9a5f54a92a6b

gregmcc

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#665644 1-Aug-2012 18:14

Did you pay for it by credit card? if so visit your bank and get a chargeback done, you can cite the reason is that the product supplied was not what was ordered and that they have failed to respond to emails and calls in an attempt to fix it.

Gremlin

83 posts

Master Geek

#665646 1-Aug-2012 18:19

I paid by Paypal so there's always that avenue open to me to get a refund, not to mention I can take it to dispute tribunal (I've already filled out the claims form).

But ATEOTD All I want to do is courier this back to them and get a refund, it's quite honestly been my worst experience with purchasing anything online ever :( not to mention their phone system is dreadful.

Next time, I'm going with nicegear after having read a lot of good feedback from other Geekzone users.

gregmcc

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#665682 1-Aug-2012 19:29

Get the paypal dispute underway ASAP, if you leave it too long then you will run out of time and stuck with something you didn't want

hads

392 posts

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#665699 1-Aug-2012 19:59

Sorry to hear that you had a bad experience with them. If it helps you get hold of someone it's the same people as KiwiVoIP.

Thanks for mentioning us and if there's anything we can do to help out once you get these issues sorted just let me know.

nicegear.co.nz - VoIP, DVB and other Linux compatible hardware

Gremlin

83 posts

Master Geek

#665730 1-Aug-2012 21:11

gregmcc: Get the paypal dispute underway ASAP, if you leave it too long then you will run out of time and stuck with something you didn't want

That's a good point, I think their policy is 45 days for disputes which leaves me another week or so, but I'll go double check that policy hasn't changed. I'm still hoping 800VOIP will just do the right thing, or at least ring me to talk about it.

Gremlin

83 posts

Master Geek

#667172 3-Aug-2012 18:28

Just an update to say Nick Lawson has stepped in to try and resolve this for me, he's made an offer to provide a second handset for a reasonable price.

richms

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#667296 3-Aug-2012 23:20

And what did they have to say about the appalling service you have received that it took you to get to posting here and getting forms filled for disputes to see a resolution?

And don't count on paypal being any help in cases like this. All the time on eBay they let sellers get away with misleading ad's by saying picture is just a representation of the item or some other BS in the body of the listing. If it doesnt arrive they are a lot more help, but getting wrong or misleading things sorted they are useless.

Richard rich.ms

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

Gremlin

83 posts

Master Geek

#667299 3-Aug-2012 23:29

richms: And what did they have to say about the appalling service you have received that it took you to get to posting here and getting forms filled for disputes to see a resolution?

Nothing actually, not even an apology.

Frankly I should have realised something might be off when the first order supposedly got lost by Flyways, I wonder if it even got sent.