My Ooma box broke. Because my cell phone doesn't work at home, I had to live chat with them to try to sort it out. They were useless. A friend walked me through every possible test we could do, and then I went to work and called Ooma. I told them I wasn't with the box but that I could tell them the results of any test they would want me to do. He ran through a standard list of questions, and I answered them all. I'm wondering if the question that stumped me was on the list or was his own creativity: He asked, "Have you taken it to someone else's house to see if it works there?"
When the replacement box arrived (which I had to pay for, as the original warranty ended a month ago), I needed my account transferred. So I went on live chat to ask them to do it. Here was the response ("Liza" is them, not me; I am "You").
Liza: In order for your account to be transferred to the new Ooma device, I can open a ticket for you now so that our Higher Level of Support will be able to do the transfer for you. They will be sending you email feedback within 24-48 hours once the transfer is done. Would that be okay?I like that Higher Level of Support is capitalized. Because it's like they are going to ask God. Also, email within 24-48 hours just means email within 48 hours.
You: It's not great. Is that my only option?
Liza: Are you satisfied with the way I handled your chat session?(Heheheh, I referred to Higher Level of Support.) She got a supervisor, and they transferred my account within minutes.
You: No, I am not. You were unable to resolve my issue. You were perfectly polite and did everything you could, but I am not satisfied with the service I have received.You: I know it's not unique to you. I have never had a satisfying experience with Ooma customer service. You: You are clearly not trained or empowered to help customers. Even the Higher Level of Support people have not been helpful in the past.
Liza: There's still supervisor available. I am going to request now to do the transfer.
You: Thank you.
Liza: One moment please.Liza: Done. Your account has been transferred to the new Ooma device.Liza: You may now connect your Ooma device to your router.
You: Thank you, Liza. I appreciate that you escalated this.
Liza: Are you satisfied with the way I handled your chat session?
You: I am satisfied with the resolution. I wish we had started with your finding someone to help. I wish Ooma's standard process was as helpful as the exception you made for me.
Liza: I am glad I was able to help you answer your questions through Chat Support. Thank you for choosing Ooma, we appreciate your business!
Liza has disconnected.