We followed correct Answering Specialists procedure to
change our emergency contact number for the weekend. We sent an email and called
3 hours before we needed the answering service to answer our calls on Friday. Come
Monday morning we had several angry clients wanting to know why they couldnt
get a hold of us.including our biggest client whom has left our agency due
to unreliability. When we were able to clam our clients down we called the
answering service to see what happened, I was informed by the supervisor that
there werent any changes made to the line on Friday.
We emailed all available email addresses with a copy of the
email, and a print screen of our call record to prove we followed correct procedure.
Five business days later we received our first official response from Tim, whom
informed me that we did not call (although he seemed to change his opinion on
this matter throughout are emails). Tim stated that we should have called if we
want our line changed immediately. I guess the time period from Friday
afternoon to Monday morning was too short?
We requested our contract to be cancelled and the annual
fees we a paid to be credited to our account. But, Tim said that we werent entitled
to that. The thing is we followed correct procedure, we have prove of that! I
would like to contact someone in corporate to address our issue but that info
is not online.
Plus, Tim said our complaint means nothing to him. Awesome
customer service.
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