Did you know ViaTalk is also booted by Better Business Bureau?

Question

I am a big fan of VoIP and VoIP communications. But when it comes to customer service issues, they area really losing the battle...

In 2007, SunRocket went belly-up due to financial reasons.

So, ViaTalk took over SunRockets drowning customer base.

Now, I see that ViaTalk, as well as Vonage, have both been ejected from BBB accreditation list due to excessive unresolved complaints by customers.

I have never used ViaTalk or Vonage, and thus have no personal opinion on their customer service record.

What is your opinion on the state of the VoIP telecom industry?

(Especially when it comes to customer service issues...)

References:

http://search.buffalo.bbb.org/codbrep.html?ID=66008074

http://newjersey.bbb.org/WWWRoot/Report.aspx?site=89&bbb=0221&firm=11005249

http://www.bizjournals.com/albany/stories/2007/12/31/daily38.html

http://blogs.zdnet.com/ip-telephony/?p=3016

Answer 1

I have Viatalk and have gotten good response on the handful of support requests I have made.  As I have had no recent personal problems with the service, I can't say if their CS has gone downhill.  The service itself is pretty solid for my purposes.

Answer 2

ViaTalk didn't take over SunRocket's customer base.  Sunrocket (or bankruptcy lawyers who ended up with their customer base) sent out an email shortly after their demise referring people to Packet 8 or a new company whose web interface looked identical to Sunrocket's and needed no reconfiguration of ATA's called Teleblend.  Teleblend supported Sunrocket users for about a month before shutting them off hoping to get them to pay them for service regardless of how many months were left on their Sunrocket contracts.  

ViaTalk was among dozens of VoIP providers who hoped to cash in on Sunrocket's failure.  They had been running a promo which amounted to buy one year get one year free, but immediately after news of Sunrocket escaped, they reduced the promo to one year of service but on 2 lines (one a virtual number) and called it their special ex-Sunrocket customer promo.  Most other companies actually did offer special promos that were better than their existing deals, including crediting customers for time left on Sunrocket contracts up to 12 months in certain cases.