Sounds like a great deal and it probably is, except for one thing.... ?customer support?. What they fail to mention is the extremely poor support service they have. I'll tell you of my most recent experience, which started 3 days ago and is still in the works. After having signed up with SR two weeks ago, I thought WOW, great deal, save me a lot of money, cool features, blah, blah, went ahead canceled my regular phone service.
Two weeks later... disaster strikes...The support service begins...
First of all, there is no support service between midnight and 8 am (found out the hard way). My Gizmo loses its voice light at 9 p.m. I called support, a level one techy responds, spend and hour or so with him, cant help, takes down my cell # and tells me to expect a call back from a higher level tech as they?re all busy or not picking up their phones (go figure). What they fail to tell you is NOT to expect that call for another 24 to 48 hours!! As was told to me by a supervisor I requested to speak with the next day (also found out the hard way). Secondly I found their level one technicians to be both technically incompetent and not helpful at all to say the least (I had two of them place me on hold no less than 15 times each while they went back and fourth to their script, manual or wherever they get their technical information from. Total waste of time (60 minutes or so each on a cell phone).
They tell you that all their tier 2 and 3 technicians are busy and that they will call you back. Well I waited patiently and impatiently for over 20 hours before I received a call, only by this time I was on the road and I just happened to forget to bring my Desk Top PC and Gizmo along just in case they would call and needed to run diagnostics while I was driving ><.
To make a long story short, I finally get to speak to a tier 3 technician while at home (after returning HIS call and having been told he wasn?t available, before I blew my top and demanded to speak with one), this 64 hours or so later, by this time I'm fuming as I have no phone service for nearly 3 days, I spend an hour or so with the guy, pulling and inserting cables, wires, turning PC, device switches on/off, running on screen diagnostics, etc, etc... Turns out he couldn't help me either, the end result is no one could help me so they're shipping another gizmo unit out to me in a day or two.
So, for those of you who think it's a great deal, price wise, I agree, BUT pray you don't need support and have to go through what I did if that voice light goes out on the unit. By the way I'm on hour 77 without phone service and I expect to add another 24 to 48 to that depending on if and when that replacement gizmo arrives. Not to mention all the wasted minutes I used up on a friend?s cell speaking with these technicians.
That?s my story... Good luck and I hope this doesn?t happen to anyone else.
Two weeks later... disaster strikes...The support service begins...
First of all, there is no support service between midnight and 8 am (found out the hard way). My Gizmo loses its voice light at 9 p.m. I called support, a level one techy responds, spend and hour or so with him, cant help, takes down my cell # and tells me to expect a call back from a higher level tech as they?re all busy or not picking up their phones (go figure). What they fail to tell you is NOT to expect that call for another 24 to 48 hours!! As was told to me by a supervisor I requested to speak with the next day (also found out the hard way). Secondly I found their level one technicians to be both technically incompetent and not helpful at all to say the least (I had two of them place me on hold no less than 15 times each while they went back and fourth to their script, manual or wherever they get their technical information from. Total waste of time (60 minutes or so each on a cell phone).
They tell you that all their tier 2 and 3 technicians are busy and that they will call you back. Well I waited patiently and impatiently for over 20 hours before I received a call, only by this time I was on the road and I just happened to forget to bring my Desk Top PC and Gizmo along just in case they would call and needed to run diagnostics while I was driving ><.
To make a long story short, I finally get to speak to a tier 3 technician while at home (after returning HIS call and having been told he wasn?t available, before I blew my top and demanded to speak with one), this 64 hours or so later, by this time I'm fuming as I have no phone service for nearly 3 days, I spend an hour or so with the guy, pulling and inserting cables, wires, turning PC, device switches on/off, running on screen diagnostics, etc, etc... Turns out he couldn't help me either, the end result is no one could help me so they're shipping another gizmo unit out to me in a day or two.
So, for those of you who think it's a great deal, price wise, I agree, BUT pray you don't need support and have to go through what I did if that voice light goes out on the unit. By the way I'm on hour 77 without phone service and I expect to add another 24 to 48 to that depending on if and when that replacement gizmo arrives. Not to mention all the wasted minutes I used up on a friend?s cell speaking with these technicians.
That?s my story... Good luck and I hope this doesn?t happen to anyone else.