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JoiPhone |
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Kim of Harrison City, PA September 23, 2009 I am writing in regards to JoiPhone. I have had their VOIP phone service since February 2009. Since that time there have been many “trouble tickets†on several issues that I have had with the service. I received a call from them in August regarding a ticket that had been open since the end of February beginning of March which was regarding their Anonymous Call Reject feature. I had the feature “activatedâ€, but any call that came in whether it was unlisted, unpublished, unknown, etc were permitted to come into the phone where any other provider would send them to voice mail or repeat a message to the effect “the person you are calling does not wish to talk to callers who block their number, please unblock the number and try again.†According to JoiPhone, only calls listed as Anonymous would be sent to voicemail. I finally gave up on getting this feature fixed. Last Tuesday (September 15) I had Comcast come to my home and replace their modem because the modem was not working properly. After this was done my JoiPhone worked fine for about 24 hours. I had Comcast return to my house to look at the new box. When Comcast is attached directly to my computer my upload and download speeds are quite quick, when put through the Lynksys adapter of JoiPhone my service is almost nothing. I have contacted them (JoiPhone) numerous times, spoke with customer service, tech1 support, tech2 support, and even tech 3support. Talking to most of them is impossible because customer service speaks to the techs via the computer and then repeats what they are told to say… which is just like using an internet search for each answer. They sent me to several websites to try and get them “speed testsâ€, every site that they sent me to was either a pay site, a download site or just didn’t work. Finally they told me that it was definitely my JoiPhone adapter, which all of a sudden cannot accept the speed of the Comcast High Speed Internet. I do not understand how this could have changed if I made no changes to my Comcast account. It just means that their device needs replaced. They agreed, finally, to send me a new box free of charge but they want me to pay the 14.99 shipping and handling. I do not feel that this is a fair charge since I did nothing to the device, the device was not damaged and all of a sudden it doesn’t work with my cable speeds. I have never had to pay a return fee or a shipping and handling fee for any company (AT&T, Comcast, Dish Network, Cingular, etc) when their devices are improperly working, they send the new device which you take out of the box, and replace it with the defective device and attach a prepaid label. I told them that they either pay the 14.99 or I will change services. I have changed services effective tonight, it will take at least 10 days for the new service to be activated and my number transferred to Vonage. I cannot believe that a company would not waive a fee for their own defective product. Since I have had issues since the beginning of my use of their services, I believe that they should credit my account for something. I do not know what would be fair; I really wanted them just to send me a new device, they refused to do this. I had no choice but to change services because I use my computer non-stop and cannot continue being knocked off line or having computer issues or even disconnecting landline due to the need for a fax machine or not using my landline that I am paying. William of Saint Peters, MO February 2, 2009 William of Saint Peters MO (02/02/09) Mariette of Brooklyn, NY January 3, 2009 Mariette of Brooklyn NY (01/03/09) Advertisement
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