After being extremely pleased with the results of using ChatterBug for my long distance, I’ve hit a brick wall. Last week, while I was still in Florida, the service went down. The company sent out an email offering an alternate 800 number to use to place calls.
This meant an additional step, but I was ok with that because 1.) I wasn’t using the service at the moment and 2.) Contacting me with a word-around is great customer service. Things happen, I get that. I’m ok with a temporary work around for snafus.
However, it’s now Tuesday and the service still isn’t working — and neither is the “work around” 800 number. They don’t even offer the opportunity to leave a message today either (I left one yesterday). Now, they have a recording saying that the service is down, that they have no idea when it will be restored and that I should continue to call back because they will update the recording as things change…
Well, suddenly this is not acceptable. This sucks. I’m without a long distance option and I have no way to contact anyone there to determine what I can do about it — or to report that the 800 “work around” number is not working either. Seems like they would know that, but it also seems like they would provide another one — even from another vendor — to keep their customer base.
If it’s not fixed by Wednesday, I’ll be walking. I’ll go back to Qwest.
I like new technologies and wanted to give them a chance. If this had been a traditional service provider, I would have walked on Saturday. But, I want to support the development of new ways to communicate and more affordable options — of course that only works if the service actually OFFERS a service, doesn’t it? *sigh*
I agree, I also was very pleased with the chatterbug service til now. I wanted to give them a chance however now when you call their main number you get “all circuits are busy”.
2 weeks of service for the 10.00 monthly fee..hmmm not a good bargain for me. And what about next months charges? We cant get through to cancel .. will they continue to take the 10.00 per month??? I cant even sign in on their website
Left in a Huge Bind..Cindy
Cindy, I can tell you what has happened with MY account. On the 19th, I was charged another month’s service. The service has been flaky since the 16th and I’ve not been able to make a call that could be deemed comprehensible since the 18th.
So, I signed up on the 15th of February, have now paid two months by credit card and am out the cost of the device. So, my long distance charges for the less than 30 day period (because Feb. is a short month) now tops $40.00.
I’ve tried emailing, have left a message during the times that was an option, have used the directory to leave a direct email for Kathleen Clark (customer service head honcho) and have attempted to use the problem wizard on their website — which timed out several times before I gave up. I have also tried to remove my credit card number from my profile (it’s locked in) and now I sit and wait. And wonder how long it will be before I can get away from this bill for a service that doesn’t work and a company that doesn’t make other arrangements, or at least return calls.
I’ve reinstated my Qwest account now and my local phone company is assessing a $12.00 fee to add a long distance carrier. So the grand total for this little month-long adventure is now at $52.00 — plus the frustration and the time spent on the phone getting it all set up. :O(
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I was just about to pruchase a chatterbug until I saw your post. Is it still down? I currently have vonage and totally fed up. Please let me know your thoughs before I throw $$ away.
Yes, it’s still down. I called the number to be sure when I saw your post. If you want to call it over the next few days to see if/when it changes, you can dial 866-690-3919 and then press 2 for the message.
Currently, it states that they are experiencing “technical difficulties” and that you should call back as they have no idea when the service will be available again, but will update the message for you.
On a personal note, I unplugged mine yesterday after finally giving up. A week is long enough. It’s TOO long.
Thank You! Well, another idea that’s too good to be true…
I Agree with above and very disappointed in Chatterbug..
Tried and Tried to contact
Tomorrow I notify Discover Card to dispute this recent charge
Wonder what happened to them?
I just found this posting location. I was one of the first dozen users of Chatterbug. They have reminded me with an email indicating such and they want to keep my business. Well reluctantly I went back to MCI this afternoon (Mar 3). As has been the indication of all here, this service has been fairly good in the past. I have lost 3 devices in the time that I have been using it. I am wondering if the “call to Europe” goal has created a problem for them. I have been an engineer all of my life and have worked for the top companies in the country and I have never seen this type of disregard for the customer. At least “tell them something meaningfull” like ” we ran out of money” or we are being sued”. I would have probably stayed longer but my wife said (and I quote) “You are crazy to put up with this”.
In retrospect yes I have!
I finally had to contact my bank and have them block the charge — once I went through the second week without any contact (by any of the means that I used to reach them) from this company. Perhaps it’s worth the effort to contact the Attorney General in California? I can’t find a working address, but I’m still researching (and I’m not alone).
Best of luck to you! Hope we can disengage from this “sticky” situation.
After much research, I found the contact information for this company! Read my Chatterbug Update post for all the details.
Got a response from the Chatterbug company.
I was contacted this morning by Chatterbug (with tail inserted between legs) indicating they want my forgiveness. I may try the system again and will post my results on this site as appropriate when tested. Thanks to all who have shown an interest here.
I’ve been following your investigation closely and want to commend you for your diligence in getting this situation resolved. My wife was contacted as well and we’ll give them another go as well. Remind me not to do anything to get you after me.
I’m amazed that I haven’t received any communication from them – after 5 emails and a few calls. Guess they figured either I was too angry a customer to deal with or (since I returned my dongle) it wasn’t necessary to “make nice” to me. Just wondering why they would have notified a select few instead of their entire customer base. Seems odd! It’s not as if they don’t have a way to get in touch with us. And for a “communications company”, they certainly have neglected their duty!
Vyper – I’m happy to be of service! And, yes, when I get irritated, I’m a little determined.
Robotchef – I agree that the irritated customers are a resource for PR “damage control” that they should have addressed. After all, those customers that are happy are far less likely to share their experiences than those who are unhappy — it’s a statistical fact.
Haven’t heard a peep out of them since the email we received last week stating they expected to be online within 48 hours.
I HAVE NOT HEARD ANYTHING AND I HAVE CALLED OVER AND E-MAILED.EVERY TIME I CALL AS AS OF TODAY IT’S THE SAME OLD MESSAGE.
IF THE SERVICE IS BACK UP,I WONDER WHY IT KEEPS SAYING THE SAME THING WHEN YOU CALL THE NUMBER.
I’m not sure what’s happening with the service, but I haven’t heard from anyone yet who reports that the service is back up and is functional. There have been several reports that it’s GOING to be working again, but the ETA for those have already passed. *shrug*
Chatterbug is back in operation as of about 30 minutes ago.
Would like to know if it stays up and operational. Please keep us posted.
So far so good.
DOES ANYBODY KNOW WHAT HAS HAPPENED TO THE CHATTERBUG NOW?THE WEBSITE IS ALSO DOWN.
Charles – I’m not sure if what you saw was just a glitch, but I see the site on my end.
YES IT MUST HAVE BEEN THE WEBSITE IS BACK UP NOW,BUT THE PHONE SERVICE STILL AIN’T WORKING IT’S BEEN DOWN FOR ABOUT 5 DAYS NOW.IS YOUR CHATTERBUG WORKING OR DO YOU STILL HAVE IT ?
I discontinued my service last year and donated my dongle to Goodwill. My experience was horrid and I’ll not do business with that company again.
I am sorry to hear that you are still having difficulties.
COULD YOU TELL ME A LONG DISTANCE COMPANY THAT MIGHT BE GOOD SWITCHING TO ?
There are some impressive examples of new technology on the horizon (somewhat more expensive for set up than the Chatterbug concept) that I will probably try later this year or next (once it’s been out long enough to have more online reviews) — one is called ooma (http://www.ooma.com).
After the Chatterbug ordeal, I’m a bit shy about cutting edge devices of this type.
For now, I use Qwest’s flat rate plan — $25 unlimited calling to US and Canada. It works for me, but may not be available in your area.
I did have billing issues when I first set up the Qwest plan — they overbilled me (one bill being over $600!!!), but they resolved the issues and adjusted my bill properly and I’ve been with them for quite some time (except briefly when I tried Chatterbug).
Hope this helps!
THANKS!!! I WILL CHECK IT OUT.
the chatterbug website is gone.
chatterbug has not worked for 11 weeks now.i canceled my
account with a registered letter
the 25 of march,2008.
chatterug website is re-working
there website.
I use magicjack but have not gotten rid of LD service…..I heard about chatterbug on the clark howard radio show this week…..obviously if chatterbug turns out to be back in business it ought get more consumer uptake…
I was probably one of the earlier subscribers. The service worked fine for several months, but then went down. I wasn’t too concerned because I had a LD connection to handle european calls which I could use. I checked my credit card bill and no charge had been made. About two months later I called them to see if they were in business. They said they had made several changes and if I wanted to re-instate I would have to insert a string of coding from the keyboard of my telehone. I agreed and tried to get the code installed but it would not work for me. They told me they would ship me a new unit with the code installed and it would be free and postpaid. The new unit worked fine until the whole system died for good. When the service went down the last time, they stopped billing my credit card. I don’t recall any dates when all this happened, but I will add that they never sent any emails to warn me that they were in trouble. From my perspective I guess they are overwhelmed techniically, but I believe they are basically honest.
Well i agree with Henry he saying the same thing and the web site on chatterbug
hads been like this for last 5weeks,and the day my chatterbug stop working when i had problems since jan 22 2008
and that’s day it went down and ihave been a member since march 2007 and it work very good
for at least 10months and never had problems untill jan 2008,but they still sale devices at walmarts
i tired to tell a manger at store to get them removed i expian why my chatterbug hads been problems
and email them many time and left voice messages,i wish they put this on gt4tv on the loop on the attack of show.
Well they still sell device at some walmarts in my area here……….
I hope the fcc takes look at this i was thinking about calling them real soon at least i found out
i’m not only one alone on here and at least found out on here on blogs here.
Thanks,
Sean P. Ryan, the CEO of Chatter Bug, is being pursued by various state Attorney Generals regarding his business practices when running Lagunawave, and its subsequent operation, now known as Chatter Bug Communications. In addition to multiple AG’s seeking Mr. Ryans whereabouts, other investigations are underway. It appears that Ryan’s has a history of similar operations and outcomes for customers and investors.
Please file your complaint with all respective agencies, including the FCC; your respective state AG, BBB and other authorities.