VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to dmolavi
Re: BBB revoked ViaTalk's certification
Hi,
We'll get this taken care of soon. They're not being very resonable IMHO as the issues were all responded to on our side within a reasonable timeframe. There was a spike in complaints mostly due to the huge spike in signups and the related overload from the SR debacle, and they're revoking it based upon the % increase in complaints, ignoring the fact that they have since gone down again and all of them were addressed by our side.
-Brendan |
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dmolavi
Premium
join:2005-04-11
Sewell, NJ
 ·Verizon FIOS
 ·Comcast
 ·ViaTalk
| said by VTBrendan  :Hi, We'll get this taken care of soon. They're not being very resonable IMHO as the issues were all responded to on our side within a reasonable timeframe. There was a spike in complaints mostly due to the huge spike in signups and the related overload from the SR debacle, and they're revoking it based upon the % increase in complaints, ignoring the fact that they have since gone down again and all of them were addressed by our side. -Brendan It appears it might also be due to 3 unanswered complaints (at least, that appeared to trigger the non-accredited status). Either way, whether you think your responses were timely or not, the BBB has a hard 30-day deadline.
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to VTBrendan
The response I got from our guy here in charge of dealing with the BBB regarding this was:
We've been working with the Better Business bureau since the beginning of ViaTalk, but our membership was revoked recently due to the number of complaints placed against us during the fallout after the demise of Sunrocket. All of the complaints were easily resolved, and we kept in close contact with our contact at the BBB to track and respond to the complaints as they came in. Unfortunately, we're told that the BBB Membership standards include a limitation of the actual volume of complaints over a given time regardless of our proof of resolution. It's a tough penalty, considering the situation and the efforts we made to keep things on the up and up.
-Brendan |
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dmolavi
Premium
join:2005-04-11
Sewell, NJ
·Verizon FIOS
·Comcast
·ViaTalk
| said by VTBrendan :The response I got from our guy here in charge of dealing with the BBB regarding this was: ... All of the complaints were easily resolved, and we kept in close contact with our contact at the BBB to track and respond to the complaints as they came in. Not according to their report, you've got 3 unresolved complaints, due to lack of response from VT. If that's in error, it's in your best interest to clear it up ASAP.
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
·VOIPo
| reply to dmolavi
said by dmolavi :It appears it might also be due to 3 unanswered complaints (at least, that appeared to trigger the non-accredited status). And that was 3 complaints out of how many?? Thousands probably?? That in my mind sets the BBB as a bunch that are worthless. Maybe ebay should start doing the same thing then. Three negative ratings and the seller should be booted. Can you imagine then how few people would be able to sell on ebay??
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FWD#: 223611 |
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dmolavi
Premium
join:2005-04-11
Sewell, NJ
·Verizon FIOS
·Comcast
·ViaTalk
| said by ropeguru :said by dmolavi :It appears it might also be due to 3 unanswered complaints (at least, that appeared to trigger the non-accredited status). And that was 3 complaints out of how many?? Thousands probably?? That in my mind sets the BBB as a bunch that are worthless. Maybe ebay should start doing the same thing then. Three negative ratings and the seller should be booted. Can you imagine then how few people would be able to sell on ebay?? read the report. 3 out of about 170. fair or not, it's how the BBB operates, and the BBB is where a lot of consumers go for a first whack at a company's reliability.
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY | They specifically told us it was volume related, not resolution related. They probably stop making money off of listing us after a certain level of volume is reached.
-Brendan |
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dmolavi
Premium
join:2005-04-11
Sewell, NJ
·Verizon FIOS
·Comcast
·ViaTalk
| said by VTBrendan :They specifically told us it was volume related, not resolution related. They probably stop making money off of listing us after a certain level of volume is reached. -Brendan i'm not arguing with what lead to you being 'delisted', but i'm pointing out that unresolved resolutions seem to lead to a biz being marked as 'unaccredited'.
i'm not supporting one side or the other here, just stating facts and making observations. i know the BBB isn't perfect, but that is where most people go. i know that VT isn't perfect, but with the exception of one service issue, and an (ongoing) affiliate issue, i've not had any other problems.
plus, it's 170 complaints out of how many customers? they fail to take that into account. if you only had 170 customer, then yes, you've got a problem. but, if you've got 170,000 customers, it might still be a problem, but a much smaller one.
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
 ·Verizon Online DSL
| reply to VTBrendan
Volume related or not, I came here looking to see how things were going after the "Sunrocket Debacle" and whether I should sign up. It was a mess then, and doesn't seem much better now. 6 months later and your still pulling that card? Is that what you'll still be playing 6 months from now? A year from now? Seeing this along with the BBB problems you are now having has pretty much turned me off to wanting to do any business with this company. Why would I, so I can fork over $200 and be SOL like all of the SR customers later down the road? |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| I'm not really certain what you're basing your conclusion that things are not much better now on? The main complaints people had were with processing time of new orders, and with the wait time to get ahold of tech support. Hold times are averaging well under 10 minutes and processing is at 1-2 days right now, both at or within reach of our target times.
-Brendan |
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dmolavi
Premium
join:2005-04-11
Sewell, NJ
·Verizon FIOS
·Comcast
·ViaTalk
| reply to Jodokast96
said by Jodokast96 :Volume related or not, I came here looking to see how things were going after the "Sunrocket Debacle" and whether I should sign up. It was a mess then, and doesn't seem much better now. 6 months later and your still pulling that card? Is that what you'll still be playing 6 months from now? A year from now? Seeing this along with the BBB problems you are now having has pretty much turned me off to wanting to do any business with this company. Why would I, so I can fork over $200 and be SOL like all of the SR customers later down the road? i'm not sure that's a fair assessment either. realize that a small percentage of VT customers know about DSLR, and an even smaller amount post here. just like any other public site that allows end-user reviews, the bad will usually always outnumber the good.
i don't bother posting every day when i haven't had any problems with my service, since i'd probably be booted from DSLR for useless posts 
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
·Verizon Online DSL
| Here's what I'm basing it on. I pop in here every once in a while, just to check to see what kinds of problems there currently are, and how they are being handled. And what do I find this time, right at the top of the thread list? BBB accreditation revoked (reason irrelevant at this point) and monies not being paid out in a timely manner if at all. Whatever the case, it's a serious black eye for this company that's making me think more than twice about using it. The specifics of the complaints after SR weren't important to me. That they were being dealt with or even responded to were, and yet there still seems to be some problem with it, and still being blamed on SR. I realize that you will see mostly the bad in these forums, I see it everday in the Verizon forums, and even there their lack of support is starting to worry me. Not about their longevity, only whether I want to deal with such poor CS. But Viatalk isn't a well established company with a long track record in a well established field that I know will be around next year. Besides unanswered issues (nobody has ever seemed to have gotten even one response from Brandi) and BBB issues (an average of about 1 every 3 days; forget how many weren't resolved, there shouldn't be any that haven't been responded to), it's a general overall shortage of confidence of the future that concerns me. 1 of those issues I might be able to deal with. Maybe even 2 specific ones. But all 3 gives me pause. |
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justDave
join:2000-02-29
Brooklyn, NY
·ViaTalk
| reply to VTBrendan
said by VTBrendan :I'm not really certain what you're basing your conclusion that things are not much better now on? The main complaints people had were with processing time of new orders, and with the wait time to get ahold of tech support. Hold times are averaging well under 10 minutes and processing is at 1-2 days right now, both at or within reach of our target times. That's one way to look at it. As a customer, I'd put it another way. The main complaint is inability to place or receive calls.
In my experience, being able to reach a support rep and being able to place/receive calls have little to do with each other. I admit I rarely try to speak to a rep when my service is working, but I've also not yet had my service restored by speaking to a rep - at least not that I can tell. |
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traker1001
@mchsi.com
| reply to VTBrendan
In the few years that I have had ViaTalk, They have saved me a fortune...
As far as I am concerned ViaTalk And Brendan are A#1 in my book and will continue to have my bussiness for a long time.
My only complaint is a small one that hasn't really affected me, And that is how they handle the return of their AtA boxes. |
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