Quote Originally Posted by VOIPoTim View Post
What happens is once we start "tweaking" and making custom changes for customers knowing they may or may not work, it usually turns into a bad cycle of the customer expecting us to fix it again if it doesn't work.

Since faxing is so hit or miss, it could easily turn into a situation where we make a tweak to help with it that "may" work, but then it would stop later and the customer would be upset again.

Based on that happening over and over in the past, support is only able to help with services we directly support and can guarnatee consistent results for.

I know you're frustrated, but by keeping everything standardized, the service will be much more stable for all customers than it would be if we start adjusting things on an individual basis.

Some customers having custom "tweaks" and fixes applied outside of the norm caused a ton of problems in the past and prevented us from making a lot of system changes (since it would likely disrupt service for those customers).

There are pros and cons, but at this point, VOIPo is out of the "tweaking" business and we're focusing on delivering consistent, stable, reliable service across the board.
This "tweaking" excuse is just that, an excuse not to bother even trying to help troubleshoot. This is the first and only time I ever asked for help to troubleshoot an issue, so its not "a situation where we make a tweak to help with it that "may" work, but then it would stop later and the customer would be upset again"

And your "no tweak" policy is not written anywhere in the TOS, and is completely invalid since you allow BYOD. So if anyone bought their own PAP2 and use it on your service, like I read on many other posts, they can't tweak their device? Of course they can, and from the posts I've read, most of them do. So just be upfront and just say you don't want to bother with helping a customer out instead of coming up with lame excuses that aren't written anywhere and don't even make sense with your own BYOD policies.

Here's a novel idea - why not be upfront about your "absolutely no troubleshooting policy" when people ask about faxing before they sign up for your service. I specifically asked and was never told about this policy. Of course you run the risk of customers not signing up, but at least that would be honest. Instead, your rep told me that many customers send faxes on your service without issues, which may be half true, since they're the ones probably with their own devices that they can "tweak".