Poor customer service

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Actiongirl

9 posts

Wannabe Geek

# 37959 22-Jul-2009 11:17

I feel like I'm hitting my head against a brick wall with 2Talk....

I have set up a business account with them and am using their softphone, but am having problems with the voice quality of my voicemail - as I can't seem to leave a nice clean outgoing answerphone message.. it's full of static aand crackles / cuts out. (I ported my telecom business number to them).

Interestingly all my voice calls are fine.

I emailed 2Talk last week (Thursday) asking for advice..... nothing.
I emailed again on Monday evening... this time stating that as a business I really need better customer service that this.... still nothing.

Grrrrr......

What can I do? Any ideas on 1) how to fix the problem. 2) deal with the crap customer service from 2Talk.

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# 237806 22-Jul-2009 11:35

I have found that they can be a bit slow with their email responses, but I've found that they normally only answer when they have resolved an issue etc, they do not acknowledge your email until then. Which is poo form.

Have you tried calling them?

Actiongirl

9 posts

Wannabe Geek

# 237808 22-Jul-2009 11:37

Yes I've tried calling.... but they don't seem to answer calls - it just goes straight to their voicemail

Actiongirl

9 posts

Wannabe Geek

# 237811 22-Jul-2009 11:43

Also, I can't see how they are going to come up with a fix / solution without finding out more infomation on the problem - ie, what hardware I'm using, who my IP is ..etc etc.

ajobbins

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# 237815 22-Jul-2009 11:54

Have you tried dialing into your voicemail from another phone (Eg. Telecom landline) and recording your OGM that way? Doesn't get to the root of the problem but maybe an interin solution

ajobbins

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# 237816 22-Jul-2009 11:55

I just rang their help line now and got someone.

Actiongirl

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Wannabe Geek

# 237822 22-Jul-2009 12:28

Thanks for the suggestion Adam - unfortunatly I don't have a landline.... otherwise that would be a very good option.

I tried calling 2talk again - hopefull that as you got through I might be lucky too ..... but no I tried twice and just got the answerphone again :(

ajobbins

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# 237826 22-Jul-2009 12:35

Probably lunchtime. I'd try again later. But pretty poor service sometimes. I guess you get what you pay for

sbiddle

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# 238119 23-Jul-2009 01:50

If you are experiencing call quality issues, particuarly on a softphone I'd be 99.9% positive that it's your setup and nothing to do with 2talk.

What sort of hardware are you using for your softphone?

nate

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# 238208 23-Jul-2009 12:23

sbiddle: If you are experiencing call quality issues, particuarly on a softphone I'd be 99.9% positive that it's your setup and nothing to do with 2talk.

+1. Stop using a softphone and buy a proper VoIP phone.

Actiongirl

9 posts

Wannabe Geek

# 238211 23-Jul-2009 12:32

Good news - I finally got through to 2Talk (ringing during their quite hours helps), and they advise me to switch from their softphone to the X-Lite phone.... and it seems to be working. I now have crystal clear voicemail messages for all to hear.

Many thanks to all those that offered help and advise.

cyberhub

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# 242972 5-Aug-2009 12:48

I have been using 2Talk at home and have really liked their product. However their efax service has not been working as it should for me. They have had a message up on their forum for ages saying that they are working on it but it has been months now.

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mp1

142 posts

Master Geek

# 252958 3-Sep-2009 17:55

I've found their customer service fairly rubbish too. Ignored emails, failing auto-attendent feature. Meh. Will keep with em as number porting is a hassle, but service definately is an "F".

Noig

321 posts

Ultimate Geek

# 255900 15-Sep-2009 16:24

+1 regarding the third quality service. Often answer phone and emails are not returned at all or very, very.....late.

It's to bad really because the 2talk system itself is adequate for my usage. Line is rather scratchy but that might be more of a problem from the T..com line.
That's my 2cents.

Noig

321 posts

Ultimate Geek

# 255902 15-Sep-2009 16:30

Actiongirl: Good news - I finally got through to 2Talk (ringing during their quite hours helps), and they advise me to switch from their softphone to the X-Lite phone.... and it seems to be working. I now have crystal clear voicemail messages for all to hear.

Many thanks to all those that offered help and advise.

Actiongirl
can you elaborate on the quiet hours?
Thanks

Actiongirl

9 posts

Wannabe Geek

# 255906 15-Sep-2009 16:46

Before lunchtime - around 9.30 - 11am. Good luck :)

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