|Allworx scam run around crap - no customer service East Rochester, California |
|7th of Jul, 2011 by User702530 |
|I bought an Allworx system. I call for service to change the password and followed their instructions: "If you have forgotten the administration password, you will not be able to gain access to your Allworx system without the assistance of Allworx Customer Support to reset the password.To contact Allworx Customer Support you can dial 1-866-255-9679 (1-866-ALLWORX) from anywhere in North America.For security purposes, you will be asked for the Security Key and System Unique ID (see form below) and additional information provided when you registered your Allworx. You will receive a Reset Code which you must enter into the form below to reset your password." I call the number to reset the password. Instead I had to push buttons until my fingers bled. I had to call back four times. Then when I talked to the first person he hung up on me. The next people gave me the run-around about talking to my reseller. If I need to talk to the reseller then why does it say to call them directly? Their own words. Their own instructions. Just give me the dang password reset code. Better yet, step up to 2011. If I forget the password, let me click on a link send me a confirmation email and let me reset my own passcode. Now it's been over an hour and still no password. What is wrong with you people?|
|This issue was brought to my attention after the call was escalated to the head of our Customer Service department. I have advised all my employees that if a caller is abusive and uses foul language they have every right to terminate the call. After a conversation to determine how best to help the caller he said to the Inside Sales Manager, “You are worthless to me - and an A**hole”. That met our policy. Now please allow me to explain the complete situation. |
Allworx sells our products only to authorized partners who complete a 3 day technical training session. These partners install and support the end user customers. Our systems are not self installable and without proper knowledge an incompetent misstep in programming can cause irreparable harm including rendering the entire system inoperable. We put the information about password resets on the programming interface page as a reminder to our authorized partners where they can contact us for assistance.
When we receive a call from someone like this we ask for some verification as to the identity of the caller in the interest of protecting malicious attacks by third parties. As I explained to the caller, if someone called your bank asking to reset your online account password you would want them to verify that you are who you say you are and not just change it because they demanded it, would you?
After the caller gave me his information, company, address contact information and exactly what he was trying to do. He had previously refused to provide this information - making it even more suspicious of a malicious request. He could not even tell me who he bought our system form or when. I then spent a few hours identifying through a serial number he provided who originally installed the equipment.
About 2 hours later I relayed in a phone call to him that he actually rents the equipment, not owns, and that included in the rental is a maintenance plan where the support department that was responsible for managing his account could remotely log into the server and make the programming change. I provided him the correct phone number to make the request. I reinforced the need to verify the validity of any request from anyone looking for account password resets from someone we know nothing about and explained again that we are the manufacturer, not the first level service provider. The call ended amicably.
I understand where his frustration level was when he made this post. It mirrors the anger he expressed to me resulting from his own ignorance and impatience while we tried to assist. It’s too bad he felt this angry to flame us in this post while we were trying to assist. He states, “Better yet, step up to 2011”. To me that means a company has an ever higher responsibility in 2011 to ensure that every unauthorized attempt at hacks are prevented - even at the risk of angering someone who is not authorized but believes himself to be.
Director of Sales
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