joip Comments |
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| Date Submitted: | November 1, 2008 |
| VoIP Provider: | joip |
| Time with VoIP Provider: | 7 - 12 Months |
| Call & Service Quality: | 3 out of 10 |
| Customer Support: | 2 out of 10 |
| Pricing: | 8 out of 10 |
| Features & Options: | 7 out of 10 |
| Recommend: | No |
| Review: | Great when it is working The hybrid globarange phone concept is fantastic. JOIP's initial customer service for setup assistance was great. It went downhill quickly from there after I upgraded my phone 4 months into using the service. For almost 6 months I was unable to use my globarange phone to either receive or make outgoing calls on the 'new' IP phone number I had printed on ALL my business cards and company stationery. As with other reviewers I had an extremely difficult time getting through to customer service department let alone talk to a representative! Many times waited on phone for an hour plus for someone to answer - I can only count 2 out of truthfully 'dozens' of calls when someone did answer. The usual response was that technical services would call me within 48 hours. They never did - not any of the 10 plus times they were supposed to call. My agony was put to rest when JOIP's customer service rep Chris N. picked up the line this past week. Out of a 1-10 rating I would have to rate this fellow's customer service skills at a 15 (compared to all the other yahoos who should be replaced). He kept me on the line until he figured out what the problem was, explained it to me, told me what he was going to do, and actually did it. My phone and IP line work great now. To give credit where credit was due I emailed the rep's supervisor, talked to the supervisor by phone. I also snail-mailed a letter to the CEO of Aegis, check www.aegis.com, the company that runs the contact centre in India, to praise Chris N. and complain about the service in general. Bottom Line - It's great when it's working but it may well be challenging getting to that point. |
| Submitted by: | Mel year-old :: Reviewer :: Halifax, Nova Scotia, Canada |
1 comments for this review
| Comment by: Steve From: Moncton, New Brunsick November 26th, 2008 |
Mel, let me add to your comments. First of all, Chris N. is indeed fantastic. I've talked to him probably a dozen times now. We know each others' voices. I think he's the only person working the support lines for Joip. I've never talked to anyone else. If anyone out there needs to get in touch with Joip (Chris), call their 888 line through your landline. If you use the Joip number they give you and call via the internet, the minutes are decremented from your account. Also when you get the automated response, don't bother entering your phone number, that will go nowhere, just hit zero. Hit 1 then 1 again (as I recall) and that should get you to Chris. If you get on-hold music, hang up and try again. You're not in a queue and it will hang up on you eventually anyway. The Joip infrastructure is as screwed up as I can imagine. I'm surprised they are in business at all especially when you read of my problem with them. That been said, their actual phone service has been first class in my opinion. I sent a phone to family overseas in the Caribbean where internet quality is often weak but these phones joip-to-joip have worked far better than I expected. My problems with Joip are simply paying them. I try to add money to my account through paypal and it never goes through. They clearly have issues with their website which I believe was developed by someone in Isreal. The damn thing just doesn't work right. I try to add $25 to my account and get errors. I call Paypal and they show some subscription schedule that won't be processed for a month. So I cancel the payment with paypal (yes I've tried this a number of times so it's not a one-off experience). I don't have a credit card and this is why I need to pay with Paypal. It is also why I chose Joip in the first place. Anyway, it's an interesting dynamic. If Joip fails, I can't help but believe that it's because they failed to go the extra inch collect revenue. |
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