Comwave Home Phone - My 10 months experience with Comwave. Warning: do not rush to sign in
VOIP Home telephone service - Complaint
TORONTO, ONT.CANADA -- Before signing up for Comwave VOIP Telephone Service - Read first:
Comwave customer reviews on internet. Read also text below that highlights my own personal experience during the year 2012 with Comwave.
After 10 months of frustrations with low quality and 2 times total disruption of service with 3 weeks of unsuccessful attempts to get my telephone service restored, I decided to return back to Bell Canada for telephone service.
They closed my account and are asking $584.92 as a penalty for wanting to leave Comwave and get phone with Bell. The fact that my telephone was totally dysfunctional during the month of December 2012 means nothing to them.
Some say that Comwave is an East Asian company established, managed and financed by people from Pakistan.
In their promotional Video they make many promises. Unfortunately these promises were broken in my experience. They didn't accept responsibility for poor quality of service and poor customer and technical support. Every time I phoned to get tech. support it took often 30 to 45 minutes or even more. Because VOIP phone was not working, I had to use my Cell phone to call customer support tel. number. Many attempts were made but finally it came to the point that it was my Modem, my Internet or my DECT 6.0 telephone that need to be replaced and not their VOIP adapter.
Here is a summary of my experience with Comwave VOIP telephone service during 2012.
Rating scale: Poor 0 1 2 3 4 5 Excellent
• Comwave Sound quality =2. (bad)
We got too many complains from friends and family about Voice ECHO, static noise, broken words, long pauses, Many missed and dropped calls.
Call display did not work reliably.
Answer from Comwave? We are working on improving sound quality.
• Comwave customer and technical support =2. (bad)
Long wait times (10- 25 minutes.) After waiting for 15 or more minutes connection is often cut off. Customer Support Reps do speak English the best they can often hard to understand but worst they give inaccurate information just to get rid of you. Customer support people are spread across East Asia and South America. (To name just few: Philippines, El Salvador etc.)
All tech support is done by phone from far way. If your phone is not working than you must get another phone to call them.
I was put on hold for the next available representative and 20 minutes later connection was cut off.
• Their only advice 99% of time is: reset your Modem and VOIP device by disconnecting from power, wait few minutes and problem will be solved. In my case it did not work and I told the person: " This was done many times. It does not solve my problem"
•17 days of continuous calling for tech support and they never solved my problem. I was not able to make phone calls and I was not receiving phone calls. All incoming phone calls were going directly to Voice mail without ringing.
They blamed my Internet service provider (BELL) , my new telephone was defective, my modem was defective etc. Yet, they expected to be paid even when they were not able to deliver normal telephone service.
• Comwave Voicemail service= 1 ( bad)
All incoming tel. Calls were going directly to Voice Mail but telephone did not show that I had a message. It was necessary to check e-mail.
• Cancelling service and switching to another service provider =0 (bad)
• When I ask to cancel my subscription for tel. service after nearly a month of being without phone service I was told about major hassles ahead that I will have go through.
Once you subscribe to their service, You no longer have freedom to chose another service provider. You will lose your tel. number and with new service provider start with new tel. number.
Comwave hides their Legal Disclaimer into tiny size print that new subscribers do not get to see.
Once you sign up after 30 days you into a 3 years Long term Contract without you knowing it.
If after many weeks of frustrations with the poor telephone service you wish to cancel and move your telephone to another service provider like Bell or Rogers.
• First, they will tell you that you cannot cancel the service because you have a contract. Contract is by default the moment you sign up and not cancel the service within 30 days.
Customer enters into the contract by Default after 30 days. but verbal only They are recording your answers to certain questions. They say that they have a recorded message saying that you agree to their conditions before they sign you up. The word contract is never specifically mentioned.
• When I asked Comwave to cancel my service subscription within 3 months by default you automatically enter into a 3 to 5 year contract. There are no documents to sign. Your communication with the Comwave sales department is recorded.
For cancelling my subscription to Comwave because of the poor service I received, they ask to be paid sum of $587.00 with no explanation. One can see that it is the amount customer would pay if he or she stayed for the duration of contract.
• MY OVERALL SATISFACTION WITH COMWAVE SERVICE = 1 ( very bad)
It seems to me that their primary purpose is not to provide excellent service serve but to recruit new subscribers by making big promises and then they will to get your $$$$ whether you stay or you cancel subscription. This company lures people to sign up with cheaper price and many promises. When you are not satisfied and want to cancel they will insist on payment of the amount for the full contract duration. Thus they Win the moment you bite on their hook.
We DIS-SATISFIED CUSTOMERS NEED TO FILE A CLASS ACTION AGAINST Comwave.com and get Investigative reporters to look into Comwave business practices.