PBXes (http://www1.pbxes.com/forum/index.php)
- English (http://www1.pbxes.com/forum/board.php?boardid=16)
-- Miscellaneous (http://www1.pbxes.com/forum/board.php?boardid=19)
--- RE: Terrible service (http://www1.pbxes.com/forum/threadid.php?threadid=1269956291)

Terrible service

I was charged EU60 for resolving an issue (incoming calls never reaching my phone). I got no meaningful explanation of what was done, and the problem came right back the following day. Except I cannot follow up the request because now that my money's used up, I can only post to the service thread by throwing more money away. Call quality is crap anyway.

I wanted to try this service because I thought the idea was great, but I can configure an Asterisk VPS box in 15 minutes and have more features, more flexibility, and greater reliability for same money, if you account what I was charged for service.

Great way to run the business.

Farewell,

Alec

RE: Terrible service

You were charged 60 Euros for an issue which took about two hours to resolve. Initially we thought it was a vocoder issue, but we ended up with a misconfigured Inbound Route.

In your issue description, you claimed that your previous setup was a Trixbox and as such, you were familiar with all the concepts of trunks, routes, etc. All the configuration changes in your account were made through the GUI, therefore you were able to see them for as long as you wished. Nothing was hidden from you. In fact you thanked us "for getting to the bottom of it".

The call quality might be indeed "crap", since it depends heavily on the Re-Invites your ITSP (Vitelity) does not allow you to use. Of course it will sound like crap if the RTP packets are obliged to follow longer, congested jittery routes. That's what Re-Invites are for.

If the issue we resolved, re-appeared after a day, and your credit was used up so you couldn't report it, you could have posted a note in this forum, and we would gladly have continued to work on your issue. Which is exactly what you did with this message, where you voiced your concerns and disagreement.

If you feel that you can have better service with a hosted Asterisk VPS, you are free to try your hand at it. We will be here, when it gets hacked due to a zero-day exploit, have to deal with a DoS attack, etc. Basically, the crap that we deal with on a daily basis, behind the scenes.

When you have to deal with all the aspects of maintaining a hosted application platform for about six months, you might appreciate the peace of mind the 2.95 /month gives you. And if you wish for redundancy, another account for 2.95 hosted on a different server, is all you need. Try matching that with a hosted Asterisk VPS box.

We are here to help you, in any way we can. We are only human and occasionally make mistakes, but we don't purposely try to take advantage of our clients, as you make it sound. If you wish to look into your issues, we are here to support you in the best way we can manage. If not, best of luck.

Have a nice day, in any case.