Very disappointed in customer service

[stevech]

As far as this in particular...

Our shipping is done from a dedicated Houston warehouse. Our CS agents are not in the same location, so it's not really as simple as them walking over and shipping it out. .

Not good enough. For rare failed-equipment, need to restore service, VoIPo must have a small stock of units that can be over-nighted from somewhere, e.g., the call center. It's about respect for customers with reasonable expectations. Used sparingly. The response, above, sounds like it came from a Government Agency Bureaucrat.

[VOIPoTim]

On the flip side, Voipo has done a pretty good job of minimizing operational costs and has passed those savings on to the customers--no shipping charge for equipment, very low monthly rates (if prepaid on an annual basis), etc. In addition, customer service is nearly always right there with a quick fix to users' issues.

So where does one draw the line here? It's a tough call. To stick with the one-shipper setup, Voipo would have to use Express Mail for overnight--a 5lb package would cost anywhere from $20 - $40 (most of the country being closer to $40) to ship overnight. Presuming they get some kind of volume discount, it's still not looking like a viable option. Were they to ship with a different courier, they'd have to be able to have a manual process, which increases both costs and the likelihood of error...

This sums things up well.

While I understand that some people may not agree with our policy, we do not offer overnight shipping.

We're always open to feedback regarding all aspects of our service including policies and keep all feedback in mind if any changes are made in the future.

I've reached out to the OP about his situation and am closing this thread at this time since it seems to be turning into a debate about policies.

If anyone has any additional feedback regarding our shipping policies, feel free to contact me at tim @ voipo.com to discuss.