Kahle Lewis

Platform: Google
Review Date: 3/18/21
Star Rating: ★✩✩✩✩
Status: INCOMPLETE

Brutal experience with this organization. Had 4 phones with them, only 3 would ring. Spoke with the Technical people on several occasions over the course of 6 months, each time having to re-explain the issues because they don’t keep internal notes very well. Got sent up the ladder to the really smart people, still no solution. They never offered to send a Technician to my office. Found a better vendor that actually came to the office and found solution in under an hour. Spectrum now blames me for not being able to fix the issues.

One response to “Kahle Lewis”

  1. Michelle Ashworth, March 18, 2021 1:53:34 PM

    Couldn’t find anything in Salesforce but I found a ticket in Zendesk.

    247708 – Seeking cancellation in February due to service issues but couldn’t provide examples. The most recent ticket other than that is from June/July 2020. I’ve copied and pasted the contents of this ticket.

    Alyse Houser
    Feb 24 10:27
    Team,
    Please provide a summary of issues and resolutions for upper management to review.

    mustang-moving.com

    Customer is included in this ticket, if you need any additional information.
    When complete, please assign this ticket to me and I will reach out to upper management.

    Thank you.

    Tyler Kunkel
    Feb 24 11:39

    Based on the ticket history alone, there is no evidence that support has ever failed to help this customer. The last ticket submitted by the customer was back in June of 2020.

    Kahle, If there are any specific instances you are referring to when attempting to cancel, please provide those here and I will investigate.

    Thank you,

    Tyler Kunkel

    Technical Services Supervisor

    SpectrumVoIP, Inc.

    469.429.2500

    http://www.spectrumvoip.com

    support@spectrumvoip.com

    Kahle Lewis
    Feb 24 12:55
    Notice: External E-mail
    Use caution when following links from unknown sources.
    Here is a chain of emails from over a 6 month period.

    This was never resolved and the issue kept continuing, even after ordering a replacement phone.

    Ticket Resolved – Mustang Moving – Cordless phone does not ring, while somebody else is on call.

    Vendors

    Alex Rodriguez (Support)

    Wed, Oct 9, 2019, 11:05 AM

    to me

    Tyler Kunkel
    Feb 24 13:10
    This issue appears to be from 2019, did you call us to let us know the issue went unresolved after the replacement was sent? If so, please provide a recent ticket number, as we make tickets for all calls made to our support staff, and those are sent to your email address when the call is completed.

    Thank you,

    Tyler Kunkel

    Technical Services Supervisor

    SpectrumVoIP, Inc.

    469.429.2500

    http://www.spectrumvoip.com

    support@spectrumvoip.com

    Facebook Page: SpectrumVoIP
    Inc.

    Kahle Lewis
    Feb 24 13:18
    Notice: External E-mail
    Use caution when following links from unknown sources.
    There are emails exchanged from October 2019 thru May of 2020. I was neve offered any support other than phone and email. In other words, noone from Spectrum VOIP ever came to our physical office.

    Kahle Lewis
    Mustang Moving
    13725 Omega Road
    Farmers Branch, TX 75244

    “The Texas DMV requires all movers in the state of Texas to carry a liability for loss or damage of $.60 per pound per article.”

    Mustang Moving does not carry replacement value insurance.

    Tyler Kunkel
    Feb 24 13:36
    We will need the full email chain, as from our end, the ticket you are referring to only has one response on it from our technician submitting the replacement device request to our shipping department.

    Thank you,

    Tyler Kunkel

    Technical Services Supervisor

    SpectrumVoIP, Inc.

    469.429.2500

    http://www.spectrumvoip.com

    support@spectrumvoip.com

    Facebook Page: SpectrumVoIP
    Inc.

    Kahle Lewis
    Feb 24 13:41
    Notice: External E-mail
    Use caution when following links from unknown sources.
    They are all there in the email I send that starts: “Here is a chain of emails from over a 6 month period.”

    Ticket Resolved – Mustang Moving – Cordless phone does not ring, while somebody else is on call.

    Vendors

    Alex Rodriguez (Support)

    Wed, Oct 9, 2019, 11:05 AM

    to me

    Tyler Kunkel
    Feb 24 13:58
    For some reason it is only sending us a few lines of text for the first email in that chain, not the entire chain, are you able to save the email chain as a PDF or some kind of file that I can download and view the entire thread?

    Thank you,

    Tyler Kunkel

    Technical Services Supervisor

    SpectrumVoIP, Inc.

    469.429.2500

    http://www.spectrumvoip.com

    support@spectrumvoip.com

    Facebook Page: SpectrumVoIP
    Inc.

    Kahle Lewis
    Feb 24 14:16
    Notice: External E-mail
    Use caution when following links from unknown sources.
    Oh, I apologize. I have attached in as a .pdf. Not necessarily in perfect order. But beginning in October of 2019 to June of 2020

    Kahle Lewis
    Mustang Moving
    13725 Omega Road
    Farmers Branch, TX 75244

    “The Texas DMV requires all movers in the state of Texas to carry a liability for loss or damage of $.60 per pound per article.”

    Mustang Moving does not carry replacement value insurance.

    email chaing to Spectrum VOIP 2 24 2021
    PDF

    Tyler Kunkel
    Feb 24 14:54
    I went through that entire chain and our support technicians did exactly as they should have. It looks like when they asked for call examples and more information from you, they never received a response other than an eventual “This is still not fixed” email from you.

    We can fix any issue we come across (within our scope of support) as long as we have all the necessary information from the customer. If you were expecting a dispatch to come out, there was never a request nor was there an apparent need for a dispatch to come out for this issue. We just needed the information we were asking for and we could have gotten this issue resolved no problem.

    Dispatches are a last resort and we must go through all possible troubleshooting first before we send one out. We were unable to perform the necessary troubleshooting due to lack of response from you regarding the information we were requesting. Without a conversation being had about dispatching someone, we can’t just send someone out.

    This email chain does not show a lack of support or a breach of contract in any way.

    Thank you,

    Tyler Kunkel

    Technical Services Supervisor

    SpectrumVoIP, Inc.

    469.429.2500

    http://www.spectrumvoip.com

    support@spectrumvoip.com

    Facebook Page: SpectrumVoIP
    Inc.

    Tyler Kunkel
    Internal
    Feb 24 14:55
    My theory is that they are going out of business or something and they are doing whatever they can to void the contract. Not sure how she can possibly think we failed to help her when she provided the evidence that proves it was her lack of communication that let the issue persist.

    Kahle Lewis
    Feb 24 15:15
    Notice: External E-mail
    Use caution when following links from unknown sources.
    How many requests have to be made before someone is sent out? Our phones are vital, as we are a sales organization.

    I spoke to all of these technicians on the phone and had to walk each one thru the issues every time. ZERO notes were apparently kept on Spectrum VOIPs side of things. GroundHog Day every time. I was sent to higher ups, whom I spoke with and again had to walk them thru the issue.

    It is my vendor’s job….Spectrum VOIP (whom I pay to provide a service) to resolve the issues. After months of said issue not being resolved, what am I supposed to do? It is not my job to walk you guys thru your protocols. Someone should have been sent out……PERIOD.

    I have found another vendor…..who sent out a technician and resolved the issue in less than a day!

    Kahle Lewis
    Mustang Moving
    13725 Omega Road
    Farmers Branch, TX 75244

    “The Texas DMV requires all movers in the state of Texas to carry a liability for loss or damage of $.60 per pound per article.”

    Mustang Moving does not carry replacement value insurance.

    Kahle Lewis
    Feb 24 15:18
    Notice: External E-mail
    Use caution when following links from unknown sources.
    Here is the last email sent to Omar on June 10th.

    Omar (Support)

    Wed, Jun 10, 2020, 9:32 A

    to me

    Alyse Houser
    Feb 24 16:53
    Good afternoon,

    Unfortunately our Technical Support team has not found adequate evidence to support that the SpectrumVoIP phone system has failed. As Tyler mentioned,sending a technician out is a last resort, as the incrue a significant cost. The issue could have been resolved remotely with the additional information requested, per Tyler’s audit.

    Therefore no buyout assistance is available. If you wish to cancel prior to the end of your term, you must settle with the leasing company and close your account by paying the buyout and providing settlement documentation to SpectrumVoIP after the fact.

    We need evidence confirmed by our Technical Support management to provide to upper management.

    I’m sorry I couldn’t be of more help. From the billing department we must defer to the Technical Support professionals.

    Thank you.

    Kahle Lewis
    Feb 25 12:14
    Notice: External E-mail
    Use caution when following links from unknown sources.
    Well the company that came out identified the base as an issue. So, basically you guys didn’t want to incur the cost of sending someone out, and leaving me with 4 phones that don’t work properly?

    Pretty shut and closed for my lawyer.

    Kahle Lewis
    Mustang Moving
    13725 Omega Road
    Farmers Branch, TX 75244

    “The Texas DMV requires all movers in the state of Texas to carry a liability for loss or damage of $.60 per pound per article.”

    Mustang Moving does not carry replacement value insurance.

    Alyse Houser
    Feb 25 14:56
    According to Technical Support they needed “call examples and more information from you,” in order to determine the solution. Sending a new base or whatever the issue may have been would not have been difficult.
    Our Technical Support team is equipped to resolve most issues remotely without needing to send out a technician that would cost the customer.
    As I am in billing, there is nothing more that I can do. I will now escalate this ticket to customer service.
    Thank you.

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