So disappointing to hear Nitzan. I've found that even when I don't think my customers are right, or I can prove they aren't right, it is better for my own sanity and for my business to make exceptions and provide a great experience and give refunds or send money than to make up policies or excuses or try and prove that our business is in the right.
I had a customer who didn't pay their bill, so after 30 days we disconnected his numbers. They got really mad and said they lost a ton of business. It wasn't our fault, but we also didn't want to have a customer leave super unhappy. So they sent us an invoice for what they spent on some advertising of those numbers and we split it with them. Was it our fault? Nope. But we did it to demonstrate that our customers are more to us than revenue generators. And the customer decided to stay with us, and we have a great relationship with them to this day. It took 6 months for us to break even on that, but it was worth it for that relationship. I'm sure this post will cost the business more than $833 in bad press. It doesn't even matter to me or them if either of you are "right" or to hear their side. The relationship wasn't valued enough to solve this quickly and move on. I know you've experienced it too Nitzan, with the VoIP rates with Future Nine back in 2010. Hopefully the you today would never respond to customers with "No offense, and I'm sorry about this - but we are too busy right now with other issues which are higher priority..." when they make a complaint. I hope this can be a cautionary tale for all of us to remember that our customers are humans too, and we need to treat them with respect, and to be empathetic and value the relationship over money arguments. Beckman On Wed, 13 May 2015, Nitzan Kon wrote:
Hello list, Short version: Teliax owes us $833 for TF traffic we sent them between March-November 2014. To date we have not received payment for any of this traffic, we keep getting ignored, given the run-around ("someone in accounting is looking at it"), and other excuses. BEWARE, AND DO NOT DEAL WITH THESE FRAUDSTERS! Long version: Last year, in an attempt to get compensated for our toll-free traffic, we got referred to Teliax by a member of this list. We signed the agreement and started sending traffic - everything worked fine except for lack of payment - we never received a single cent from Teliax. After several months of not getting paid I tried contacting Simon Booth (Director of Business Development) who assured me payment is coming - they just supposedly pay about 3 months late. A surprise, but not something I couldn't live with. I waited another two months and not surprisingly we still haven't received anything. I tried contacting Teliax again several times and was either completely ignored, or assured that "someone in accounting is looking at it". A couple months later I broke down and threatened to expose them publicly for their fraudulent business practices, to which I finally received a reply from CEO David Aldworth claiming that they do not initiate payments for amounts below $1000 - a ridiculous practice I was never told about, and one that is NOT specified in our agreement. He acknowledged they owe us $833 and assured me payment will be sent. This was back in November. Half a year later we still haven't received payment, and as usual our attempts at contact go ignored. I have no choice but assume the worst, and label this company fraud. -- _____________________________________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-biz mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-biz
--------------------------------------------------------------------------- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- -- _____________________________________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-biz mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-biz