Everyone who got off the sinking ship named SunRocket (ok, the doomed rocket), saw ViaTalk as one of the rescue boats to jump onto.
It seems that ViaTalk got the major chunk of ex-SunRocket customers, so much so that to get a ViaTalk package you had to order it online, since the telephone lines were all busy. It seems that to talk to ViaTalk customer service you had to wait a long long time. You would usually be customer number 80 if you called the support line.
Well the above experience was expected and justified by the ViaTalk officials, since they were just flooded with calls from potential new customers.
But, even today, after about 2 months of the SunRocket departure, the support and Customer Service at ViaTalk is ‘busy’. I had filed in 6 support requests (after I became a ViaTalk customer), and none were replied to until yesterday. The Support staff chose to reply to issues which were solved by themselves (due to the timeline), but still I have 2 open issues, which are CRITICAL for me. The staff, when stumbled on these 2, chose to be silent again!
This is ridiculous. I know you guys are busy, or ‘were’ busy, but 2 months? 2 months to get to a couple of issues? That is not customer service.
Problem, I guess is that all the VoIP explosion around had brought down the customer service level. Companies are being formed on the blink of the eye (TeleBlend for example, though I know parent companies of TeleBlend are much much older and veterans). Companies are crashing, and in all this the customer service is really really affected.
At the end of the day, I still have 2 CRITICAL issues opened with ViaTalk for almost 2 months now, which are yet to be acknowledged.
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