It's a funny thing: a company with which I want to do business has an excellent and responsive technical support group.
But its Customer Service group must be non-existent.
The company is netTALK, located "down the street" from my address. It markets a product called the DUO VoIP device.
But I can't seem to order the product.
The netTALK equipment seems to be the most economical device to do what I want done: a wireless network that includes
- Modem and wireless router
- Wireless VoIP adapter
- Corded (POTS) phone connected by wire to the adapter (#2)
- Cordless base unit (in kitchen)
- Cordless extension in the home office
Ordering the DUO WiFi VoIP adapter on line (online? on-line?) requires a credit card. I have one I use for on line purposes.
When I tried to use it with netTALK, the vendor's computer kept telling me the address for the card and the billing address I entered were at odds.
I tried a couple of times then gave up.
I tried again the following day. Same results, same message. I sent an email to netTALK Customer Support. So far, no answer.
I tried calling netTALK's number - the Live Chat was off line at the time.
I got the usual recorded Push this button for … The button for Customer Service routed me to an announcement to try Live Chat.
The following (third) day Live Chat showed it was on line. I tried it. After 3 minutes I gave up and sent a second email to Customer Support. Still no answer.
MEANWHILE, I ordered a product from a different merchant using the same card; that purchase went through without a problem. The suggestion now is that netTALK's computer hiccupped - repeatedly. (Is it just me or are all prospective customers blocked from buying?)
netTALK brags about its TECHNICAL SUPPORT with numerous customer testimonials, and that's encouraging. But if I can't get CUSTOMER support's attention, how can I order the VoIP adapter in the first place?
Customer support in general - not just netTALK, but many other organizations as well - seems almost non-existent. If I was trying to sell product, believe me, I would make it VERY easy for a person to contact customer service, and I would make certain that Customer Service provided service.
Maybe netTALK's building "down the road" is just a façade; the tech support folks live elsewhere.
Funny way to run a business.