New Order Form Feedback

**VOIPoTim** · 03-31-2009 03:36 PM

We've just rolled out a new, simplified residential order form. The entire process is now on one page and should be a lot better overall.

https://billing.voipo.com/order-res/...esidential.php

Any feedback on it since all of you guys went through the old one?

**dcurrey** · 03-31-2009 03:41 PM

You may need separate shipping and billing address sections.

Sometimes I ship stuff to my work instead of home.

**VOIPoTim** · 03-31-2009 03:44 PM

Originally Posted by dcurrey

You may need separate shipping and billing address sections.

Sometimes I ship stuff to my work instead of home.

The thing with it is that there's a lot of fraud in general and if we don't ship to the billing address and there is a dispute, we basically automatically lose it. If we shipped something to them at their billing address, we have a lot more dispute leeway since we "took reasonable precautions" to prevent fraud by doing that.

We're debating that, but for the time being we're not going to allow it unless they call in due to the large amount of fraud related to VoIP.

**VOIPoTim** · 03-31-2009 03:47 PM

Also in case you don't notice, the promo codes will update the pricing in real-time on the site or tell you if the code is no longer valid.

Example Promo Code: LAUNCH5

**burris** · 03-31-2009 03:52 PM

Seems simple enough to me, except you need to take another look at the following excerpts from the TOS to be sure you want them like this..

======VOIPo provides all residential customers with a telephone adapter and softphone solution to use to connect to our service. The use of any other third party devices (such as ATAs) or software (such as Asterisk) is strictly prohibited. Users who attempt to circumvent this restriction face immediate termination of their service. VOIPo reserves the right to remotely access and manage provided devices.

======VOIPo provides support for using our service and provided hardware only. We do not provide troubleshooting or support for routers, computers or internet connections. The provided phone adapter has a built in router is designed to be connected directly to a modem and then your existing router or computer connected to the built in router. If you connect the VOIPo adapter to an existing router, we cannot provide troubleshooting for your router if service does not work properly.

**VOIPoTim** · 03-31-2009 03:57 PM

Originally Posted by burris

Seems simple enough to me, except you need to take another look at the following excerpts from the TOS to be sure you want them like this..

======VOIPo provides all residential customers with a telephone adapter and softphone solution to use to connect to our service. The use of any other third party devices (such as ATAs) or software (such as Asterisk) is strictly prohibited. Users who attempt to circumvent this restriction face immediate termination of their service. VOIPo reserves the right to remotely access and manage provided devices.

======VOIPo provides support for using our service and provided hardware only. We do not provide troubleshooting or support for routers, computers or internet connections. The provided phone adapter has a built in router is designed to be connected directly to a modem and then your existing router or computer connected to the built in router. If you connect the VOIPo adapter to an existing router, we cannot provide troubleshooting for your router if service does not work properly.

We'll be making an announcement in the next few days, but basically we're going to be getting back to 99% rather than trying to work for 100% of people. We aren't going to be supporting BYOD much longer going forward. Existing customers will be grandfathered in, but we're not going to support it for new customers once we make the announcement. Right now more than 50% of our support is from BYOD users and most of the users most vocal about issues are using BYOD off and on.

Ultimately, we're going to get back to focusing on serving the 99% of customers that it works well for and not tweaking and trying to make things work for the other 1%. We originally were doing that and then we tried to start accommodating more special case users and it's just not worth the problems doing that causes.

In terms of the router one, yes that should be updated now that we're using PAP2s.

**Xponder1** · 03-31-2009 04:14 PM

That looks very good Tim.

**fisamo** · 03-31-2009 05:11 PM

Originally Posted by Xponder1

That looks very good Tim.

+1.

I noticed that LAUNCH5 is only applicable to annual plans, too.

You might want to mention that promo codes are case sensitive (or make them case-insensitive).

Also, number database needs a little more cleanup. For example, if selecting a number in CT, New London shows up 3 times. Two of those selections show no number availability, but one shows a rather long list of numbers.

**usa2k** · 03-31-2009 06:17 PM

Nicely done. I would bold the text about:
"If you can't find the area you're looking for, just contact sales@voipo.com for assistance."

**J.Azaria** · 03-31-2009 09:07 PM

Originally Posted by VOIPoTim

We'll be making an announcement in the next few days, but basically we're going to be getting back to 99% rather than trying to work for 100% of people. We aren't going to be supporting BYOD much longer going forward. Existing customers will be grandfathered in, but we're not going to support it for new customers once we make the announcement. Right now more than 50% of our support is from BYOD users and most of the users most vocal about issues are using BYOD off and on.

Ultimately, we're going to get back to focusing on serving the 99% of customers that it works well for and not tweaking and trying to make things work for the other 1%. We originally were doing that and then we tried to start accommodating more special case users and it's just not worth the problems doing that causes.

In terms of the router one, yes that should be updated now that we're using PAP2s.

Sorry for my about to be thread-jack. If this should be another thread, Mods, please move it to one. I just wanted to reply here in context.

Tim, I completely see your points here and in fact agree with you that it will serve you and the customer better in the long run but I'm a touch saddened that you'll lock out BYOD completely. I'm not doing so now, but did consider that I might want to try an Asterisk server in the future. Imo, it would be perfectly acceptable to deny any support to BYODs w/ the official line being something like "i'm sorry but we cannot support devices other than Voipo issued xxxx adapters. Please connect your Voipo adapter and contact us again if you're still having trouble".

Iow, if I could get it working on my own, and it wasn't damaging the network (hammering servers, or what have you) then fine. Maybe even keep the forum here (or elsewhere) for users to discuss amongst themeselves. Is it really necessary though to axe the option *completely*.

And just so we're clear... this is by no means a deal breaker for me. I just felt it a nice option to have and did think I'd explore it some in the not too distant future.

I guess I'm just asking if you'll consider keeping it - even in an "unofficial" way. If you consider it and deem it has to go... Que sera, sera...
I just thought it worth mentioning.

Thanks for the listen (and sorry for the thread-jack).