7/29/2023 0 Comments Lightspeed voice customer serviceIf you go to your recording that you should have, than you should be able to listen. The answer is unacceptable because you all are just assuming that your ORIGINAL person that did the transfer of service gave me an option or explained anything to me. (The consumer indicated he/she DID NOT accept the response from the business.) We have appreciated your business and hope to welcome you back to Lightspeed at some point in the future. In your specific case, you chose the former option, and over the course of your service with us, signed several additional documents adding and removing services, each of which clearly reference the continued requirements as set forth in the original agreement. Each option has its own benefits and merits. As you know, a customer acquiring ownership of a company who is under contract with Lightspeed has two options: 1) maintain the existing agreement and accept assignment of the originally contracted terms or 2) sign a new contract. Hello and thank you for writing and outlining your concern and opinions. During these first 30 days there was no request to cancel due to inadequate phone service. If the product is not a good fit, they were able to cancel service. This effectively allows a customer to pay for one month of service to see if the product is a good fit for their company. We are so confident with our product that we provide all customers with a 30 day no strings attached policy, which allows customers to cancel service for any reason. This service has been rendered a refund will not be provided.Upon reviewing the customers tickets, aside from the current ticket requesting to cancel there are no other open tickets. To date, the only payment that has been captured is for equipment and the prepaid monthly service fee from Nov 20. It was conveyed that we need additional information to investigate the issue. No additional information was provided for issues after 2 calls on the 16th. During this time there was also an additional call with another support member, who explained why we need details in order to identify and resolve the problem. On the 16th of January ***** and the customers office had multiple calls trying to understand the issues presented and diagnose them. The customer is stating that we did not schedule via her calendar on the 16th,17th, and 18th of January. This is not limited to missed or dropped calls. Without these details we are not able to effectively resolve our clients' issues. When issues are reported, we need to know the details to help identify the root cause and resolve the issue efficiently. Working with Lightspeed has cost my business time and money and we have not received the promised service.Īt Lightspeed Voice, we strive for over-the-top white glove support.Therefore, we do not outsource our support to another country, instead employing all of our support teams in *******. I am still paying for the contract in hopes that BBB can help me be refunded in full. I was told I cannot cancel without paying the remainder of my contract ($1,661.25) even though I am not receiving adequate phone service. I requested that the head of IT, ***** schedule a time via my calendar so he and I could find a solution on 1/16/23, 1/17/23, and 1/18/23. This is unreasonable as we do not know who is calling in unless they email us and let us know. Lightspeed employees have let us know the only way they can help us is by us asking our clients (who are unable to reach us) to find out when the client called and from what number so Lightspeed can collect enough data. Our clients and associates have emailed us to let us know they are unable to reach us (see email example from one of my underwriters). Since that time, we have not been able to receive calls regularly and when the call does go through, the sound is spotty and the call will often drop. We began a VOIP contract with Lightspeed Voice in December.
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