Onebox woes

[Guest guest]

Hello,

I don't know how many folks out there are using Onebox (a virtual

phone/fax/email/voicemail company)or are considering it but I wanted to share my

horrible experience with their tech support. My service started malfunctioning

Sept 8th such that my faxes and voice mails would not go through to Updox(my

document manager) and I got multiple emails reporting the error for each failed

attempt to forward. They wouldn't/couldn't take care of the problem - first

they say it could be replicated then that it couldn't. They kept telling me it

was Updox's problem even though that made no sense based on their own error

messages that said I had " exceeded my sending limit. " The only way they start

anything is with this replication process that just didn't work in my case. No

one took responsibility for fixing it until yesterday when I just had a fit at

them: called multiple time, was on the phone for hours. They don't let you talk

to the upper level tech folks so the whole thing is like a game of telephone and

no one ever called back until my fit yesterday.

In contrast Updox was very supportive and responsive and actually identified the

problem, I think, as I told them their suggestion about a thousand times

yesterday before it was finally fixed last night. I will likely not learn what

the problem was unless I wish to wait on hold to ask as they didn't call back to

let me know it was fixed or apologize for my troubles.

They have me somewhat by the short hairs because I would have to change my phone

and fax number and email address if I leave them. I don't know if others have

had similar troubles but I wanted folks to be aware of how difficult they have

been for me these last weeks.

Avery

[Guest guest]

Goodness, Avery! Sorry to hear that!

Eads, MD

Pinnacle Family Medicine

Colorado Springs, CO

www.PinnacleFamilyMedicine.com

From:

[mailto: ] On Behalf Of wood.avery

Sent: Tuesday, September 27, 2011 2:31 PM

To:

Subject: Onebox woes

Hello,

I don't know how many folks out there are using Onebox (a virtual

phone/fax/email/voicemail company)or are considering it but I wanted to share

my horrible experience with their tech support. My service started

malfunctioning Sept 8th such that my faxes and voice mails would not go through

to Updox(my document manager) and I got multiple emails reporting the error for

each failed attempt to forward. They wouldn't/couldn't take care of the problem

- first they say it could be replicated then that it couldn't. They kept

telling me it was Updox's problem even though that made no sense based on their

own error messages that said I had " exceeded my sending limit. " The

only way they start anything is with this replication process that just didn't

work in my case. No one took responsibility for fixing it until yesterday when

I just had a fit at them: called multiple time, was on the phone for hours.

They don't let you talk to the upper level tech folks so the whole thing is

like a game of telephone and no one ever called back until my fit yesterday.

In contrast Updox was very supportive and responsive and actually identified

the problem, I think, as I told them their suggestion about a thousand times

yesterday before it was finally fixed last night. I will likely not learn what

the problem was unless I wish to wait on hold to ask as they didn't call back

to let me know it was fixed or apologize for my troubles.

They have me somewhat by the short hairs because I would have to change my

phone and fax number and email address if I leave them. I don't know if others

have had similar troubles but I wanted folks to be aware of how difficult they

have been for me these last weeks.

Avery

[Guest guest]

Yike! I can't imagine! Glad it's fixed.

To: Sent: Wednesday, September 28, 2011 10:41 AMSubject: RE: Onebox woes

Goodness, Avery! Sorry to hear that!

Eads, MD

Pinnacle Family Medicine

Colorado Springs, CO

www.PinnacleFamilyMedicine.com

From: [mailto: ] On Behalf Of wood.averySent: Tuesday, September 27, 2011 2:31 PMTo: Subject: Onebox woes

Hello,I don't know how many folks out there are using Onebox (a virtual phone/fax/email/voicemail company)or are considering it but I wanted to share my horrible experience with their tech support. My service started malfunctioning Sept 8th such that my faxes and voice mails would not go through to Updox(my document manager) and I got multiple emails reporting the error for each failed attempt to forward. They wouldn't/couldn't take care of the problem - first they say it could be replicated then that it couldn't. They kept telling me it was Updox's problem even though that made no sense based on their own error messages that said I had "exceeded my sending limit." The only way they start anything is with this replication process that just didn't work in my case. No one took responsibility for fixing it until yesterday when I just had a fit at them: called multiple time, was on the phone for hours. They don't let you talk to the upper level tech

folks so the whole thing is like a game of telephone and no one ever called back until my fit yesterday. In contrast Updox was very supportive and responsive and actually identified the problem, I think, as I told them their suggestion about a thousand times yesterday before it was finally fixed last night. I will likely not learn what the problem was unless I wish to wait on hold to ask as they didn't call back to let me know it was fixed or apologize for my troubles.They have me somewhat by the short hairs because I would have to change my phone and fax number and email address if I leave them. I don't know if others have had similar troubles but I wanted folks to be aware of how difficult they have been for me these last weeks.Avery