Phone.com telephone support is AWESOME, but they can still improve on their billing policies/procedures
Posted on: May 7th, 2013 by Scotty B
The only reason I might leave Phone.com is this issue of counting incoming calls against my plan (many others count only outbound calls). I don't use my land-line for much. Virtually no outgoing calls, and only a few incoming calls (so I use the metered minute plan to save $$$). However, unless I keep on top of my call logs and actively block all the telemarketing idiots that incessantly call my number, I sometimes risk going over my minutes allotment (more than 50% of my minutes, and sometimes as high as 90%, go to incoming unsolicited sales calls every month. I guess that's what I get for having the same phone number for twenty years). Given the fact that many other VOIP carriers do not count incoming calls against their plan minutes, does make me consider changing VOIP providers...
But, then something comes up and I need their help....and the experience always reminds me of just how great their customer service is. In my experience, its hard to find -- almost impossible in fact -- a company whose "customer service" isn't merely a euphemism for emotional rape. I haven't had an inordinate number of issues with my VOIP service with Phone.com, but the two or three issues that came up every year are always fixed promptly by their staff, and my experiences are not merely adequate, but are so good I have to rave about them a bit (when I call them on the phone only; its not so great when you contact them through email). Rarely do I experience much of a hold queue. I have never had to endure any forwarding of my issue through some silly hierarchy within their customer service department. The person I spoke to always had the power to solve both my technical and my billing issues right over the phone, and I have never encountered anyone with inadequate speaking and/or communication skills for this kind of support. In short, their staff is not simply adequate, but inordinately well-trained and professional -- what everyone expects but rarely experiences. If I simply went with their unlimited minutes plans (at twice the monthly rate), my complaint here would be moot and I would definitely give phone.com the highest of recommendations. But for those of us who are frugal and/or on a budget, my issue here might be worth their consideration
This review is the subjective opinion of the user and not of MyVoIPProvider.com or VoIP Review.