Unable to follow basic instructions or resolve problems

<p>It is incredible that we have to resort to HelloPeter to fight our battles just because some companies are unable to give the service they advertise and promise in sales discussions.</p> <p>Here is the story: Send an email with instructions (change the password of one of my 2 VoIP profiles), very clear specifying the number I want changes made to. 5 days later received a call and we added one more request (also remove it from the router) verbally, which was accepted as a verbal request.</p> <p>They went and removed both VoIP number from the router. Here is where it gets good:</p> <p>- they refuse to correct it without an email, very convenient as they were eager to accept other instructions on the phone, and now day later still no feedback on getting it resolved. I will be honest I was VERY unhappy to send an email, firstly because the previous time it took them 5 days to respond, and secondly I never asked them to remove the primary number from the router but I have to formally ask them to put it back;</p> <p>- their method for resolving it is not to fix the problem, but instead they only want to listen to the call to confirm if my instructions were specific to the number as per the original email or to all my profiles;</p> <p>- They simply refuse to put you thru to a senior staff member or someone who can get the service working again;</p> <p>You also have to appreciate that decisions to refuse to get you up and running and taking the steps to resolve the problems BEFORE you take the steps to see what when wrong and whose fault it was is taken by junior staff members, most likely never been a senior position or that of owning a business (I can only speculate now but my reason is someone who has been in a senior position of a business knows that getting communication up is by far one of the most important aspects of a business, not finding who is to blame). This is however probably the fault of senior staff members who is responsible for processes and training.</p> <p>As an appliance retailer I sit with all my lines completely down, absolutely no voice communications except for friends who has my cell number. Own up to your mistake and even if it was mine, tell me why you refuse to fix it in a timely matter?</p>