• Report: #1016197

Complaint Review: net talk duo

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  • Submitted: Mon, February 18, 2013
  • Updated: Tue, February 19, 2013

  • Reported By: linda — berwick Pennsylvania United States of America
net talk duo
3450 nw 115 ave, miami fl 33178 Internet United States of America

net talk duo nettalk, nettalkduo2 , net talk, net talk 2, nettalk.com online customer support ignores customer tickets and problems Internet

*UPDATE Employee: netTALK.com, Inc.

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I purchased this nettalk duoII on August 10, 2012 or close to that date, the product arrived and it took a week to get it setup due to some 911 error and online customer support taking a week to email me back with a resolution. Finally made a call on it and it was okay for 4 days, but then on the 4th day I went to use it and it was dead, red light kept flashing and no dial tone. I opened a support ticket and it took over a week for someone to respond they gave me trouble shooting suggestions which i had already done, but I did it again. Still not working. I responded promptly and it took over a week for a response back actually they never did respond the response was closing the ticket without resolution, which happened every time I
submitted a ticket on the problem.

After submitting 3 tickets i put the devise in a storage box and left it alone since I did not have access to a phone to call them about the problem. I had use of my sons cell phone but the minutes were limited so I could not spend 45 minutes waiting for someone to answer the call. I am disabled and do not get around that easily and have a limited income. I spent over 45.00 for this and I was supposed to get a 3 month free trial with it. The trial period expired and I had made a total of 4 calls in the first 4 days and could no longer make calls after that.  November came and my 3 months expired and still had no solution to the problem or a working nettalk duoII.

After 2 months of trying to resolve with the online customer tickets, I decided to wait until I could afford another magic jack, as I had owned one previous and I knew even though it wasn't great, I could at least make calls on that. I finally got a magic jack and I made the call to customer support and they could not find my account, I finally gave them more information and she informed me that my account was expired well I already knew that as I had explained to her that the devise did not work and I was not paying for service for a year on something I never really had a chance to TRY.


I got little help from her and asked to speak with a supervisor and David Brione got on the phone, he said he would call me back Sunday February 17th my birthday I wont forget that, and we spoke on Friday Feb 15th, 2013. He never called on Sunday. He was looking into seeing if he could get the service turned on to
trouble shoot the issue. I emailed him today February 18, he said he was in a meeting and would contact me in an hour. Well, 2 hours later he called. He said there was nothing he could do as they refuse to give me temporary service to trouble shoot the issue. End of story, no offer of a refund, because I asked so
you are telling me there is nothing you can do? I said is there any one over you?  Which when he said no , that is BS because he had to check with someone to see if they could give me temporary service,
so who was that?   So my issue is: I was cheated out of the use of this product and not given a free trial for the amount I paid and they will not refund me the money.  He could not do anything more, I informed him that their online support is worthless and they need to fix this problem and the support tickets get closed before there is any resolution which is not good customer relations. 

I did inform him I would be seeking a more satisfactory resolution to this matter, as I am on a fixed income and my money is tight and I am very upset that I paid 45.00 for NOTHING.

This report was posted on Ripoff Report on 02/18/2013 11:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/net-talk-duo/internet/net-talk-duo-nettalk-nettalkduo2-net-talk-net-talk-2-nettalkcom-online-customer-supp-1016197. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

netTALK.com, Inc.

AUTHOR: NetTALK Support - (United States of America)

Hello Linda,

We want to apologize for any inconvenience that our support team or service has
had on you. You mentioned that you submitted around 3 trouble tickets and we
apologize they weren't answered in a timely manner and to your satisfaction.
I'm here to assist you with your needs and you can contact me directly at
connect [at] netTALK.com and will provide you personalized assistance if you
allow us the chance to do so.

Regarding the time frame provided on the service, the netTALK DUO II comes with 3 months
of Service. Our other devices (DUO and DUO WiFi) come with a 12 month service
plan. Please note than none of our products come with a 3 month trial period,
but all 3 devices come with a 30 day trial / money back guarantee.  You
can obtain more information on the length of service time for each product by
visiting http://www.nettalk.com/buy.

We want provide you with the support and help you need with your service. As a
courtesy and a show of good faith to earn back your business, we are offering
you with extended service of 3 months so you can give the device another run.
If you are still in need of phone service, even though you state that you
purchased a magicJack, you can send connect [at] netTALK.com an email and we
will provide personalized assistance right away without hesitation.
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