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Ok, I don't wanna sound racist cause I don't know who I talk to when calling Comwave in regards to the whereabouts of my VOIP adapter but, "how in the world can companies stay in business when their customer service agents can't communicate in the english language? I am absolutely perplexed. Comwave isn't the only company like this either.

I have a feeling their CS is some far away country. He had no idea what I was asking or saying.

Very frustrating after waiting on my cell for 30 minutes.

Anyone else have similar experiences withe Comwave.

And does anyone know of email contact for Comwave. I can't find any on their website.

Thanks
 

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Comwave bites?

Anyone using Comwave? I got the adapter today and tried hooking it up but kept getting error message: ethernet cable is unplugged?? I don't have a router plus I tried using a different ethernet cable. Same results.

My guess is the comwave adapter is F%$##!
 

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Anyone using Comwave?
I've just moved the D-Link adapter in front of everything else and wow, sounds great now!

I'm waiting for tech support after waiting 15 minutes for customer service. One of my questions was a technical one, and guess what, you need to call again.

Sounds like they're all in Asia. Have to repeat quite a bit. This time, I'm trying to get tech support in French...

-gmd
 

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comwave

30 min wait seems to be the norm with this company to be connected to their tech support.
try [email protected] for their tech support email. You're correct that they don't provide an email addy.

I have been with them for about 3yrs +/- and found that the actual service is
getting better. Now, if they would only hire people that 1. understood English 2. spoke English!!! 3. improve the wait times to tech support to something reasonable 15 -45 min with a 30 min average, is totally unacceptable!

The product is great especially for the price.


Ok, I don't wanna sound racist cause I don't know who I talk to when calling Comwave in regards to the whereabouts of my VOIP adapter but, "how in the world can companies stay in business when their customer service agents can't communicate in the english language? I am absolutely perplexed. Comwave isn't the only company like this either.

I have a feeling their CS is some far away country. He had no idea what I was asking or saying.

Very frustrating after waiting on my cell for 30 minutes.

Anyone else have similar experiences withe Comwave.

And does anyone know of email contact for Comwave. I can't find any on their website.

Thanks
 

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comwave avoid at all costs

Thought I was going to be saving big on my telephone bill, so I switched.

What a mistake, service, reliability are none existent. Stupid me I signed up for the discount 2yr service contract. After using the service for 1 month, I knew it was a mistake, they kept offering me free month after free month.

But what the use of recieving a free month if the service is always down, sounds like I am talking thru a tin can, calls dropped, constant busy signals.

Try calling tech services, on hold forever. Using up my minutes on the cell costing me more and more.

Finally gave up on comwave and switched back to Bell. It cost me to sign back up with Bell, but at least my phone works.

Comwave sucks bigtime, avoid their voip service at all cost.

They are trying to hit me up for the remaining cost of my contract, but I will dispute the charges for lack of service.

AGAIN AVOID, AVOID AVOID
 

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Comwave service

Comwave seemed good when I started about 1 year ago, but line quality quickly deteriorated drastically (Shaw ISP), and my son had identical experience, so we both switched to Vonage. Comwave offered free month, claiming problems had been fixed. I accepted but explained I wasn't switching numbers back yet again, but would evaluate their service for other family members use. They have been dunning me for months now wanting payment for unauthorized extension of service, now I don't respond.
I have a problem with a company (Comwave) that has no mailing address or e-mail address to handle complaints, only a phone number.
While some of my problems (Vonage has echoes & drops too) were Comwave, I subscribe to the thought that Shaw is selectively sending VOIP traffic on long routes subject to dropped packages etc. in order to create dissatisfaction & hopefully pick up some business for their digital phone service.
Does anybody have any experience with new Vancouver VOIP Co. PeopleNet?
 

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More Comwave woes

I have to agree with the earlier poster who said "AVOID, AVOID, AVOID!"

I signed up for VOIP with this company in July 2006. After nothing but dropped calls, missed calls, and complaints from people on the other end of the line who said I sounded like I was talking to them from inside a fish tank, I cancelled my service with them in October 06. I was not given any instructions on how to return their modem, nor was I sent a return shipping label or even given an address to ship it to. I tried calling several times to ask for this information but gave up after wasting ages on hold to speak to incompetent morons with no command of the English language whatsoever; none of them could answer my questions.

Then out of the blue a couple of weeks ago I got an email at 11 pm telling me that Comwave were taking over $250 from my credit card to pay for this modem. Still no instructions provided on how to return it, and no chance given to return it before they put the charge on my card. I called them the next morning and was actually lucky enough to get someone on the line who spoke English (for a change). I was given a return shipping address and a "reference number" to include in the box with the modem. I was told they'd only reimburse me for the shipping cost if I sent the package by Standard Ground shipping, which is not traceable. I didn't want to send an item that's worth this amount via a non-trackable shipping method, but Comwave told me they wouldn't accept the modem if I tried to drop it off in person (I live in the same city where their offices are) and they wouldn't reimburse any shipping charge higher than the cost of Standard Ground. They told me if I sent the parcel by Standard Ground right away and faxed them the receipt from Canada Post as proof I sent the modem back, they wouldn't charge my credit card. I took the day off work, just so I could go down to Canada Post and get this modem shipped out and avoid the charge on my card. I then faxed the receipt to them immediately.

Then yesterday I went to buy groceries and found my card was maxed out. You guessed it, the asses took the money out of my card even though I'd faxed them the proof of shipment they asked for. Then when I called them, they admitted they got the faxed receipt but told me I'd been given the wrong information by their customer service agent before, and that it was my fault for not having a tracking number on the shipment! Now they're refusing to reverse the charge on my credit card until they can find the modem in their warehouse. They are ignoring the Canada Post receipt they asked me to send them because it doesn't have a waybill number. I called Canada Post and they said Comwave should have received their modem last week. I asked Comwave "what happens if your shipping department lost the modem? Why should I be charged when I can prove I shipped it to you, and when I followed your agent's instructions?" and I was told "that's between you and Canada Post". I was also advised that even IF Comwave finds the modem I sent to them, they will take 4-6 WEEKS to return my money.

Now I'm out of pocket by over $250 (which I can't afford!), with no recourse but to dispute the unauthorized charge with my credit card company. I will have to wait until the charge comes up on my statement before I can file the dispute. In the meantime, I've already filed written complaints with the Better Business Bureau and the Toronto Star, in hopes that they will help me get the money back that Comwave stole from my credit card. :mad:

So - again I say - avoid these turkeys like the plague!! If you are unlucky enough to be wasting your money on their "service" already, and you decide to cancel, make sure that you get WRITTEN and DETAILED instructions from them about where to send their modem back, AND spend the extra money to use a traceable shipping method.
 

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Having read the thread I must add that the problem of Customer Service is definitely a big one these days with quite a few Customer Service Reps do not even understand what the Customer is asking for. This is because Companies are outsourcing their Service sections to countries like China and India and the quality is going down. Sometime back Dell Computers had to shut down their service center in India becaause CS people were unable to understand the Texan accent when people called from the South!!!!

Just my 2 cents!
 

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borders on credit card fraud!

Im down almost 500$ with Comwave because It was in my wife's name and they say I never cancel!

I cancel on the 32nd day and because the service was very bad. My wife ask me about an uknown charge on her credit car 5 months later, I found out I was still paying although the equipment was in its box!

I tried to cancel in "Freakenglish" twice (two month in a row) then called visa for help (the next month) then tried an other "freakenglish" call to get anged-up on!

Finally, Visa finish its inquiry in favor of Comwave since I had no prof other then my word saying I cancel my service! Visa assured me the service was now cancel, and Comwave understood that!

Got Billed the two months blocked by the inquiry and the equipment not return charge.

The month after I get billed for the equipment AGAIN! I called Visa, gave my two cent to the guy and he called Comwave on a three-way to get an other cancellation number and "excuses" for mistakingly double-billing me! they also confirmed I would get my equipment charge back if I return it!

I asked the Visa representative to write my Cancellation number in the Visa file! 200$ of service paid for a junk voip box (over 6 year old technology) still waiting for my 300$ for returning the equipment. Better equipment that is muli-protocol (multi-provider) compatible goes for about 100$ new from the manufacturer by the way!

Benlg
 

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Looks like I got lucky: i signed up for Comwave, but missed call from CSR to confirm it, and never heard from them again. Phew :)
 

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Comwave: Glad I checked out Digital Home

well i was looking at a full page comwave ad in the newspaper.Thought I'd log in here and see what info was on digital home, glad I did.

Being a rogers digital home..having friends living around the world I thought commwave's advertisement looked too good to be true.
So after reading the posts here, I'll stick to using calling cards as rogers home phone regular long distance rates are way too expensive. Until something better comes along.....cheers
 

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Glad to hear we averted you from a bad situation. VoIP is great; unfortunately one can start a company providing VoIP with little to no knowledge of the technology and little to no investment. But as with most things, plenty of experience and a good investment in technology is required.
 

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Comwave Not Maching Rates Ever

Been with Comwave.net for a while now.

They claim on their website, "No matter where you call, no matter what you pay, comwave will beat it."

First I called them to match rates to cell plans. I understand that was wrong of me. Cause they are Voip. So I said okay fine.

Just now I called to see if they'll match Vonage.ca. For $29.99 Vonage gives 60 countries unlimited.

The guy says Vonage is HIGH rated company. I asked him what that means, he said that means LOTS of hidden charges.

Hidden charges my ass, I am gonna switch.

Anyone else have the same problem with Comwave ? I think they are making false claims of matching rates.

Am I wrong ?
 

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I believe this type of behaviour has been reported before when it comes to Comwave. Tons of excuses when it comes time to actually live up to their promises.
 

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I too was stung by the CrimeWave, oops that’s Comwave. Little did I know when that persistent incoherent telephone solicitor contacted me I was inadvertently signing up for a long distance service. Reading all the comments on this blog one has got to realize that this can’t continue, there are steps to take to STOP this! PLEASE follow these steps. Contact the BBB (Better Business Bureau – www.bbb.org ) and file a complaint. Contact the CRTC (Canadian Radio-television and Telecommunications Commission – www.crtc.gc.ca ) and file a complaint. Contact your MP (Member of Parliament) and advise them of ComWave and their business practices. One voice can be easily extinguished but a mob is much more difficult to get rid of. Next, file a claim in small claims court, this will cost a few bucks but will definitely get results. The claim should represent any monies that were billed to you that were not agreed to, this would include automatic renewals, over billing, etc. Also include in the small claims action time spent dealing with the actions taken to rectify the situation, be reasonable, calculate your amount based on your current earnings and finally include an amount for potential damage to your credit rating because they have involved a collection agency. BY THE WAY did you know that the definition for EXTORTION according to Wikipedia is “a criminal offense which occurs when a person (or corporation) unlawfully obtains either money, property or services from a person(s), entity or institution, through coercion. Kind of makes you think instead of contacting the BBB or CRTC we should be contacting the RCMP. If anyone is aware of a lawyer that would do a “pro bono” lawsuit please advise I would be more than happy to assist in anyway possible.U.crtc.gc.ca
 

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HardBoy,

I want to thank you for your comments and while they are negative and want to let you know that I take your feedback seriously and hopefully find out where things went terribly wrong and hopefully make it right for you. It would be helpful if we can chat directly and I'm hopeful I can turn this around. I can be reached at the following email: ombudsman(at)comwave.net
 

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Well, that was certainly a loaded post.

1) Your previous posts seem to imply that you were a customer. You have never mentioned you are an employee. Note that this practice is against the rules of this forum.

2) The dictionary defines ombudsman as "An official appointed to investigate individuals' complaints against maladministration". Instead of appointing an ombudsman, don't you think it would be better for Comwave to engage in business practices that are actually ethical?

3) In the poll at the top of this page, 80.48% of people voted their experience with Comwave "Somewhat Negative" or "Extremely Negative". Do you have a comment on this?

4) HardyBoy, I would be delighted to hear when your situation is resolved. Please keep us updated.

m.
 

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Mango,
I completely agree with you. My objectives here are to try to turn a bad customer experiences into a better one. It is unfortunate and Comwave needs to do better. While I may not always be able to solve all the issue, all of the time, I am going to do my best. We realize here at Comwave that we need to do a better job at communicating with our customers and part of that will be to listen to the feedback here. I look forward to helping.
 

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Thank you very much for the feedback JackBar and Mango and perhaps others who may be reading this, just to follow up as indicated in my previous email a complaint was sent to the BBB (Better Business Bureau) and a response from them indicating a file has been set up has been received by me. A complaint was sent to CRTC (Canadian Radio-television and Telecommunications Commission) and as well a complaint was also sent to the RCMP, email contact is [email protected]ntre.ca . This may be out of their jurisdiction but the matter certainly deserves a perusal. No contact has been made back to me from either the CRTC or the RCMP however it has been less than 24 hours. The email sent to my MP bounced back as it was originally sent to the wrong email address, this was redirected this morning so should go through now.

Now to a specifically address you, JackBar, and the issue of; “turning bad customer experiences into a better one”. I think I can help you with this if you have an open mind and the ability to affect change in your organization.

1) First off, the mindset needs to change, let’s go with, “turning bad customer experiences into a GREAT customer experiences” instead of a “better one”. A “better experience” than a “bad experience” is still somewhat negative.
2) Good communication skills are crucial to any organization. Verbal “hearsay” creates problems and losses customers. If you feel confident about your product or service do not be afraid to put it in writing. My suggestion, which by the way was also my suggestion to my MP for a bill in the Commons, is that any telephone solicitation for a new product or renewal of service requires a signature. The signature could be either a scanned copy, fax or of course an original. Your sales people may not like this but you’ll eliminate a lot of grief on the backend.
3) If there is a dispute over billing or renewal of service, “the customer is always right”. This is the hardest pill to swallow of any organization because we all know that the customer is not always right. However think of the customer’s lost on this web site alone because of negative comments made against your company. My complaint was over a bill of less than $50 but think of the consequences this has created. Instead of this message being read by hundreds of people in a negative light, if my situation was resolved the way that I thought it should be resolved I would be telling people that ComWave is reputable and they may try your service, but not now of course.
4) Gather people from all aspects or your organization in particular the front line people, these are the people in the trenches that deal with the customers day in and day out. Have them provide a facilitator with a list of practices and procedures that need to STOP, what practices need to STAY the way they are, and finally what practices need to START happening. Allow them to speak their mind freely and most importantly have management implement what they are being told. I realize all requests are impossible but if management is able to affect some of the changes there is some hope not only for the customers but your staff will feel empowered by affecting results in the organization.


Respectfully submitted.
 
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