I did a lot of research in purchasing an alternative to my cable based VOIP phone. I compared the Ooma Telo to Vonage and MagicJack. After many days of research, I decided to purchase the Ooma Telo. When I received the unit, I was very impressed by the build quality of the unit. The unit was very solid and simple looking since there aren't any push buttons on the unit. However, when the unit was plugged in, it had a terrific blue back lit panel which immediately draws your eye to it. The design is great, and it looks great in my home office. Despite the aesthetics, the next question is will this unit work as advertised?
After the initial setup, I went onto the Ooma website and tried to obtain a local phone number for local area. Mind you, I live in a small rural town which is in between two larger cities (Brunswick & Augusta, Maine). I typed in my calling prefix and my heart sank. According to the Ooma website, there weren't any numbers for my town! My enthusiasm started to dwindle. Now what? I called the Ooma Support line and they told me that there are quite a few numbers in the two cities that surround my town. I typed in those telephone prefixes into the web page and voila, I had my choise of phone numbers. In fact, I was able to chose a phone number that was easy to memorize. I was pleased.
After the phone setup was complete (Ooma hookup to my internet cable modem) I typed my personal information into the Ooma website. So far, so good! It was now time for the moment of truth.....making a phone call.
My first few calls went without a hitch. No problems with call quality or issues with call drops. However when I tried to call my parents in New Jersey, there was a weird audio delay after the phone rang three times. I tried this number several times and it was "hit or miss". Sometimes the number would go through, other times it wouldn't. I called Ooma Service and explained the problem. We verified connections, QOS settings, etc. Still, the problem continued. After a day or so, my issue was escalated to "Level three" support. The technician and I went through various configuration changes and the problem still occurred. After a while, the technician started to trace and log the calls to verify where the problem was occurring. This is day three and the Ooma team called me back several times to verify if the condition still existed. Finally, the Ooma engineers contacted the phone carrier responsible for service to my parent's calling area. Sure enough, there was a "disconnect" on the carrier's system that had not been discovered until I noticed the problem on my end. The carrier corrected the problem and now my Ooma is working as it should. Nice clean audio in both directions!
The long story short is that Ooma "bent over backwards" to solve my telephone connectivity issue. They called me at least six times to make sure I was a happy customer. In this day and age when customer service takes a "back seat" to selling a product, it's nice to know that a company stands by their product and tries their best to make sure the customer is happy.
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