To: tech-support@packet8.net, pr@8x8.com
From: "Reverend Jim" <jim@revjim.net>
Subject: Packet8 Service CancellationTo Whom it May Concern:
I'm going on two weeks now without Packet8 service.
Your customer service is appalling. After sending an email to your
Technical Support team because I could not get a dial tone, I waited 2
days for a response only to be asked to reboot my DTA310. I was a bit
upset, however, I did as I was instructed, which didn't help, and
informed your Technical Support team of this fact. A day later I was told
that my request had been forwarded to an engineer. A day after that the
engineer told me they would be sending a new DTA310 to my home as, some
how, they determined that mine was broken. I responded asking for a
tracking number, and didn't receive a response. After 2 days, I decided
to call your support line. I called three different times, all within
your stated hours of operation, and all three times I was told I was
calling after hours and was not given the option to talk to a
representitive. It's been over a week now, and I have still not received
a response or a new DTA310.Additionally, my service has been, spotty, at best. On many occasions,
I'll receive a fast busy when attempting to dial out. Other times, the
phone will ring, but when I answer, I cannot hear the person on the
other end.Your caller ID service still does not work properly. I contacted your
technical support team when I first started my service with you to
inform them of this, and was told that it was a known issue and was
being fixed. On a few occasions, I've seen proper called ID data sent to
my phone but, the next call would revert back to the old buggy behavior.I was warned by other VoIP users not to begin service with Packet8.
Vonage was recommended over and over again and yet, unfortunately, I did
not listen and decided to give the "underdog" a chance. This was my mistake.I don't know what growing pains you may be having as a company. But I'm
willing to accept those and look past them as long as I can rest assured
that you are doing the best that you can and that things will get
better. I don't have that feeling from you.Therefore, first and foremost, I would like my account cancelled
effective immediately. If you are actually planning on sending me a new
DTA310, which I doubt, please cancel that shipment. Additionally, I
would like a credit for the month of September. I have been charged and
yet have not actually been able to use the service at all this month. I
won't even bother attempting to ask for credit for all of the missed
calls, fast busy signals, and interrupted service that occurred outside
of the month of September as, there are too many to list, and it really
isn't worth my time. However, I would also like a credit of $29.90 to
cover my setup fees. Those setup fees were paid with the assumption that
I would have usable service. However, I've had less than two months of
such service.I would prefer to contact you via telephone in order to cancel my
service. However, your customer service isn't open on weekends, and,
even it it were, I imagine I would receive the after hours message anyway.I wish you the best of luck in the future,
Reverend Jim
Update: It's been 5 days, and I still have not received a response from them. I also still do not have a new DTA310 at my home. Additionally, the mail to pr@8x8.com bounced. *sigh*
