Telego

Hope all is well We have tried numerous ***es to reach out to [redacted] And to the Revdex.com to resolve the issue/complaint against Telego but to no avail As a business that has an almost percent satisfaction guarantee we were very alarmed by the pushiness and aggressiveness of [redacted] at [redacted] We tried to appease him on many levels at the time of the incident in question and tried to reach out to him many times thereafter but to no availI did recently get in touch with him, to resolve the matter and he responded in a negative aggressive matter which is really uncalled for We will be more than happy to resolve this matter in a professional fair and balanced manner so the complaint can be resolved amicably by both parties with Revdex.com being the deciding factor after hearing our side of the events Looking forward to hearing from you Telego Team *** [redacted] [redacted] [redacted] *** [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
My complaint has not been resolved because Telego did not refund our moneyI received a call from *** a month after I submitted my complaintHe stated that Telego would like to resolve and asked if I would consider retracting my complaintI emailed him back informing him that I would not retract my complaint but would indicate the case as resolved if they refunded our moneyI have heard nothing sinceI will not retract our complaint because I stand by it and can have my colleagues corroborate our horrible experienceThe complaint is that they didn't honor their guarantee and to date they still haven't*** may have perceived my response to him as aggressive but I think it's more exasperation on my partOur experience with TeleGo has been unbelievable and I do not think they have dealt with us in good faith, otherwise they would have immediately refunded our money.
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hope all is well.
 
We have tried numerous [redacted]es to reach out to [redacted] And to the...

Revdex.com to resolve the issue/complaint against Telego but to no avail.
 
As a business that has an almost 100 percent satisfaction guarantee we were very alarmed by the pushiness and aggressiveness of [redacted] at [redacted] 
 
We tried to appease him on many levels at the time of the incident in question and tried to reach out to him many times thereafter but to no avail. I did recently get in touch with him, to resolve the matter and he responded in a negative aggressive matter which is really uncalled for.
 
We will be more than happy to resolve this matter in a professional fair and balanced manner so the complaint can be resolved amicably by both parties with Revdex.com being the deciding factor after hearing our side of the events.
 
Looking forward to hearing from you 
 
Telego Team 
 
[redacted] 
 
*
 
**
 
 
 
*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Hope all is well.
 
We have refunded the customer [redacted] out of good faith in the amount of $1865.24.
 
He should see two separate issued refunds of $1082.85 & $782.39 respectively for a total of $1865.24.
 
Thank You 
 
[redacted]

Review: We decided to switch our phone system to TeleGo based on their promise of a seamless transition and excellent, professional service. [redacted] contacted me regularly over the course of a year in advance of our contract ending with our current provider. He promised repeatedly that we would be 100% happy and spoke of the satisfaction guarantee for which they pride themselves. After [redacted] assured me that our existing phones would work exactly as they did with our current provider, I committed in late 2013 to making the switch in early 2014.

There was no rush so we agreed on an installation date of Monday, February [redacted]. Prior to this I provided TeleGo with administrative access to our current provider’s web portal so they could inspect and copy our configuration. They were also sent one of our phones to configure and I received confirmation again that our phones would be no problem. Several days before the install I started getting nervous because we had no instructional materials or a documented plan for the switch. I was told that the install would be no problem and take about an hour and we would be happy. However, I had nothing to give to employees to instruct them how to use the new system, how to contact support, etc. TeleGo was reminded by me that many of our employees worked from home regularly and required soft phone credentials for use the day after installation.

Shortly after installer arrived and before any equipment was set up I get call from TeleGo informing me that our phone numbers already ported, therefore our office was no longer able to receive calls. They scrambled and managed to reverse the port about 20 minutes later.

I noted that the technician was not familiar with our phones and initially confused that they didn’t work via PoE (Power Over Internet).

I was told that the technician would go phone by phone so that each person would experience only a few minutes of disconnection. Instead technician disconnects everyone and plugs them in to TeleGo router. A few phones worked. Many did not. He spends the next 4 hours going to each phone trying to get them to register correctly. Roughly six hours spent on site during which the phones were a mess. He leaves at the end of the day with most phones finally functional but one phone didn’t work and he had to take our ATA adapter, leaving us without the use of our speakerphone in the conference room. I was told the adapter would be sent the next day. I didn’t receive it back until the next week.

I had to text TeleGo technician later that evening to remind him to provide me soft phone credentials so our staff can connect the following day. I received them at 12:23am.

The next day, more problems became evident as some people were not receiving calls, calls were being routed incorrectly, and other issues. Half of the phones had an annoying almost siren like ringtone that could not be changed. This was never ever resolved.

We were plagued with problems for the next couple of weeks. Employees spent considerable [redacted]e talking with TeleGo support and trying workarounds and using their own cell phones. We experienced problems with calls not connecting and extremely poor quality.

At least one [redacted]e while troubleshooting an individual employee’s issue during regular business hours, Telego abruptly restarted the router disconnecting ALL calls in the office.

Callers to our office submitted complaints about not getthing through or not being able to hear us. Our [redacted] stopped using his phone altogether. We had to reschedule a very important conference call that had been planned for some [redacted]e.

I learned that features we expected to work as they did prior did not work with TeleGo, as they had promised. In fact, one particular feature (same extension ringing in multiple locations) would cost us more money.

Starting with installation problems I was told regularly by TeleGo engineer that they’ve never experienced these issues and the problem was our phones ([redacted]), the same phones they promised would work seamlessly. They also happen to be one of the most basic and widely used VOIP phones on the market. About a week after install TeleGo sent us one Polycom loaner phone for the [redacted] to help alleviate issues. Just getting that connected took about 2 hours of staff [redacted]e on the phone with TeleGo support.

After several weeks of disruption I contacted [redacted] to express our extreme dissatisfaction and cancel our service. He pleads to allow TeleGo to make it right and reiterates that the phones were the issue. During a lengthy conversation with TeleGo [redacted] and technician, they admit to me that they experimented with our company by installing their service using our existing phones. They said they were ill-prepared for us but were working on new software that would work correctly in a few months. [redacted] expressed willingness to give us new phones to make it right. Even given the gross incompetence displayed to this point I hesitantly agreed to the new phones given they were so certain all of the issues would be resolved. But when I did not hear anything back the next day (we were in a crisis!) coupled with the fact that I got called by our [redacted] with the TeleGo Polycom phone and she was having problems, we had had enough. I immediately called [redacted] and told him we were switching back to our previous provider immediately. I spent the next week working with our previous provider to get our phones reconfigured and our numbers ported back.

After we switched back to our previous provider I contacted [redacted] to request a refund of the fees we paid. Given TeleGo admitted mishandling us and causing our business extreme disruption, coupled with the fact their website touts a money back guarantee and 100% satisfaction, I thought the least they would do was refund the fees paid for the month of abysmal service plus the fees automatically charged in advanced for the following month (total of $1,862.24). [redacted] replied that we will not be issued a refund and claimed TeleGo took losses on their side and we were heavily discounted to begin with. He offered to give us credit after we switch back to TeleGo service. I was shocked. TeleGo courted our business persistently for over a year and gave us so many assurances as to the quality of their service and the integrity of the company but our experience has been the opposite. We simply want them to honor their guarantee.Desired Settlement: Please refund charges to my AMEX card totaling $1,862.24.

Business

Response:

Hope all is well.

We have tried numerous [redacted]es to reach out to [redacted] And to the Revdex.com to resolve the issue/complaint against Telego but to no avail.

As a business that has an almost 100 percent satisfaction guarantee we were very alarmed by the pushiness and aggressiveness of [redacted] at [redacted]

We tried to appease him on many levels at the time of the incident in question and tried to reach out to him many times thereafter but to no avail. I did recently get in touch with him, to resolve the matter and he responded in a negative aggressive matter which is really uncalled for.

We will be more than happy to resolve this matter in a professional fair and balanced manner so the complaint can be resolved amicably by both parties with Revdex.com being the deciding factor after hearing our side of the events.

Looking forward to hearing from you

Telego Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint has not been resolved because Telego did not refund our money. I received a call from [redacted] a month after I submitted my complaint. He stated that Telego would like to resolve and asked if I would consider retracting my complaint. I emailed him back informing him that I would not retract my complaint but would indicate the case as resolved if they refunded our money. I have heard nothing since. I will not retract our complaint because I stand by it and can have my 12 colleagues corroborate our horrible experience. The complaint is that they didn't honor their guarantee and to date they still haven't. [redacted] may have perceived my response to him as aggressive but I think it's more exasperation on my part. Our experience with TeleGo has been unbelievable and I do not think they have dealt with us in good faith, otherwise they would have immediately refunded our money.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hope all is well.

We have refunded the customer [redacted] out of good faith in the amount of $1865.24.

He should see two separate issued refunds of $1082.85 & $782.39 respectively for a total of $1865.24.

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,