Category: Customer Support : Toll Free Services
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Deceptive info & unreliable service - 2004-07-12
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| Reviewed by: Mike Krupit |
I opened an account on June 2nd. From there, it took about three weeks to configure and debug the system before we were comfortable to launch. Image is critical to a small business and I wasn't going to take excessive risk with an unproven telephone system. We had GotVMail record our messages with a professional voice ($45). We got a custom toll-free number ($30). We even experienced a couple of system-wide GotVMail outages of both the phone system and web interfaces (priceless). There were many calls and emails to customer service to help understand, debug, and resolve our problems and questions. Almost all of the calls were handled promptly and professionally (with the exception of a "snippy" tech support email during one of your outages, and a long delay in answering my recent questions regarding billing).
I received a charge on my credit card on July 2nd. I didn't receive a statement, or even a courtesy email regarding the charge. There was no information about billing accessible via the website. Imagine my surprise when I learned from customer service that I had to request a monthly statement. Two days later, they sent me one. The charges to my account were not clear. There was no visibility into the total cost of the calls. I was told that I could use my online call logs to reverse-engineer the costs. After a couple of calls to customer service, I finally understood how calls were billed. I must have missed the "double" billing footnote in the product information page. I was disappointed to learn that the "live" rate was cumulative to the "incoming" rate. $0.118 per minute? That changed my ROI model significantly. The service was no longer cost-effective.
During this process, I ran several controlled test calls to better understand how calls were logged. I made at least one 0:59sec call that was logged as 1:60sec. Customer service could not explain, but their test calls were logged correctly. Of course, all of these test calls are being charged to my account, too. In fact, I had to ask for a credit for all of the configuration and testing calls made, even those coming from 800-820-8210, the GotVMail number. Basically, I was losing faith in the GotVMail logging and billing system, and frustrated by the difficulty in accessing information. Unlike other providers I have used, such as Vonage (for VoIP) or uReach (which I've used for two years), the GotVMail website does not offer enough control or information. Additionally, with my other telecommunications providers, I have also experienced greater system reliability than during my brief time with GotVMail.
When I called to cancel the account this morning, no refund was offered for any of the services. Even though delays in GotVMail's responses to my tech support or billing issues had pushed the test beyond the 30-day guarantee, no consideration was given (not that I pushed too hard). Ultimately, I invested about $200 for 40 days of service - an expensive experiment, of sorts. They should consider making your 30-day guarantee more like 35 or 40 days - so that new customers can gain experience with a full billing cycle.
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Excellent service--love the features - 2007-04-13
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| Reviewed by: Wed Design Owner |
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I have used GotVMail for the past 2 years with my web design company. I can only begin to tell you how well it has served me and my employees. It has allowed me to grow easily while portraying a look of professionalism I had only dreamt of. My employees love it too since it often allows them to work from home or on the road and my clients are none the wiser. In short...if you are a small business owner you can't afford NOT to have GotVMail. |
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| Excellent service - 2004-08-14
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| Reviewed by: Hosting Provider |
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I have used this for my hosting company for a year now and it is great. Saves me time and money |
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Worst service - 2004-11-02
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| Reviewed by: Disatisfied customer |
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This has to be the first service our company has ever used. Their customer support could use a complete revamp. I would recommend they use their own service to improve it but it does not work well and is known to overbill customers |
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