New Order Form Feedback

[VOIPoTim]

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".

I know where you're coming from. The problem is...we've tried the "unofficial" setup for a while now not offering any support.

Users just completely ignore it though.

What happens though is that even when we say that the users just go post on public forums over and over with the same issues which in turn makes us look bad.

They also have a lot of random issues that they just insist have to be on our end and come to support with "I know it's configured right, but it's not working so even though you won't help me configure it, you need to fix the core problems on your end".

Granted that's not everybody, but like I said right now about 50% of our support load is from BYOD users (even though they're a very small portion of our customer base) now that the Grandstream saga is over with.

If we don't attempt to fix their issues, they start posting everywhere. Mainstream customers have no idea what BYOD even is so they just see bad experiences and think the whole service is bad even if we clarify.

Of all the people posting negative experiences, quite a few have used BYOD at some point and time.

There are pros and cons to it, but it really comes down to a case of a few people causing it to be so much of a hassle that it's just better to simplify.

[tritch]

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.

Tim,

Who are considered existing customers? Does that include those like myself who have already obtained their SIP credentials for BYOD from tech support but have yet to hook it up? I plan to have it in place by next week.

[burris]

I know where you're coming from. The problem is...we've tried the "unofficial" setup for a while now not offering any support.

Users just completely ignore it though.

What happens though is that even when we say that the users just go post on public forums over and over with the same issues which in turn makes us look bad.

They also have a lot of random issues that they just insist have to be on our end and come to support with "I know it's configured right, but it's not working so even though you won't help me configure it, you need to fix the core problems on your end".

Granted that's not everybody, but like I said right now about 50% of our support load is from BYOD users (even though they're a very small portion of our customer base) now that the Grandstream saga is over with.

If we don't attempt to fix their issues, they start posting everywhere. Mainstream customers have no idea what BYOD even is so they just see bad experiences and think the whole service is bad even if we clarify.

Of all the people posting negative experiences, quite a few have used BYOD at some point and time.

There are pros and cons to it, but it really comes down to a case of a few people causing it to be so much of a hassle that it's just better to simplify.

You pretty well summed up the entire issue.

Sure, you may lose a few customers, but your support costs will diminish and you hit on the most important aspect of this....that is the negative posting about problems that are caused by complex user configurations.

I'm sure everyone won't agree with your plan, but if I remember, this was the plan from the beginning, and for me translated to having a more reliable service for everyone.
Just my opinion..

[Russell]

There are pros and cons to it, but it really comes down to a case of a few people causing it to be so much of a hassle that it's just better to simplify.

Essentially, it's a business decision. It's Tim's company and I'm sure he's weighed the pros and cons (as described in his detailed response and perhaps other factors he may not have shared for business reasons) before coming to his decision. Whether one agrees or not one can give feedback but that's the way it's going to be. I have no BYOD plans (other than using a softphone occasionally - which I understand is allowed), so to some extent it's theoretical to me.

[ptrowski]

You pretty well summed up the entire issue.

Sure, you may lose a few customers, but your support costs will diminish and you hit on the most important aspect of this....that is the negative posting about problems that are caused by complex user configurations.

I'm sure everyone won't agree with your plan, but if I remember, this was the plan from the beginning, and for me translated to having a more reliable service for everyone.
Just my opinion..

That was what I was saying when it was announced BYOD was going to be allowed but not supported. The same thing happened with VT. Even thought it is not supported people will still call in and gripe.
I like the idea of BYOD should I need to troubleshoot and I am sure I can run BYOD services, I just choose not to mess with it.
This is a good call by Voipo.

[fisamo]

...snip...
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".

... snip...

To summarize, I think we have another request for the return of your Carrier service.

By all means, I support your getting the residential program working to your satisfaction before un-mothballing Carrier, but the Carrier platform is a great outlet for those of us BYOD 'tinkerers'. Upon the return of Carrier, would you consider a means to "move" existing BYOD users off the Residential program and onto Carrier? I wouldn't want to lose my Founder's Plan, but for the purpose of locking down your Residential service, getting all BYOD off it makes some sense...

[Montano]

....Existing customers will be grandfathered in...

That's all I needed to hear

BYOD till I die