Problems with our forwarded phone....

[AngieBeri]

this morning I came into work to find out our phone number is answering but telling the customer the line is out of order...  The phone number is our advertised number.   We had to give up this number so that Service Titan could use this number to forward it to our New actual phone number... Our advertised number is 519-972-0232. Our real number is 226 674-0342 ( not listed anywhere).  I contacted our phone provider right away and they called the 226 number and said there was nothing wrong with the number , When they tried calling the 519-972-0232 number ( the number Service Titan took to forwards our calls to our main line ) they get the message the phone is not working. I contacted customer support at Service Titan and told them the issue, she contacted someone to call us etc and said she would  call me back.  When she called she said the problem is with our phone  provider. I told her no it is not... it is with the 519-972-0232 number that you have used to send to our number....  I also told her I contacted Margaret Grove from Service Titan Telecom Specialist for Service Titan. and that she knew exactly what I was talking about. I told the support person  her that as a person answering support she should have put me through to the telecom technical support person right away....Thank God I had saved an old email with a contact phone number for  a person in specialist in telecom for service titan. I called Michelle Grove and she understood immediately our major problem and said she would take care of it.  There is not choice on the support line for phone issues.   Thank God for Michelle.... otherwise we would stuck in limbo trying to get the right  person to help us. Margaret contacted me after I contacted her and said she is working on it.....

As for Service Titan Support.....Come on...... for the amount of money our small company pays for Service Titan. please get it right.... We have been 3 hours as of this email with a line that states the number is out of service.... This is not good.. When a customer calls and gets a recording the phone number is not working.... How does this look for our business?  and there is no other way to let our customers know this is not correct..  and that there is an issue with the phones.  Shame on the  two founders.. when they went on Service Titan with a personal message they would fix support.. Well guess what??? Same old same old... and the number they provided 8185677877 ( we were told we could call them anytime... well guess what ?? that number is out of service.....

We are seriously looking to move to another software as this is just unacceptable..... especially for the amount  we are paying....

Angela Beri

Advanced Electric and Controls Inc.

[AngieBeri]

Yes Michelle had her technician fix it ... we were down for 3 hours

[stasman1]

Hi @AngieBeri ,

My name is Stefani Tasman, and I am a leader in the Customer Success organization here at ServiceTitan. First and foremost, please accept my sincere apologies for the experience you had with your phones and with our team's support. We have been highly focused on making changes to our processes and, unfortunately, you have felt some bumps in the new road we have been paving. Again, I sincerely apologize for the experience you’ve had.

I noticed you reached out about a refund for the down time you experienced and will ensure your request and concerns are actioned. You will receive a phone call from a member of our team before end of day today with a resolution.

We want to do everything in our power to make sure ServiceTitan is supporting your business’s success, not becoming a blocker. Again, I apologize and assure you will hear from us shortly.

Stefani

[e_dunn · Accepted solution]

Hi @AngieBeri - On behalf of ServiceTitan, I apologize for the experience you had. That is not a great way to start your day and not a great experience for your customers.

I'd like to make sure your issue has been resolved and I am able to get feedback to the right teams. Was Michelle able to resolve your issue? Or is she still working on it?

I'll connect with the leaders within the Support team about your interaction with the team. I anticipate they will reach out to you to better understand the situation to prevent it from happening again.

Again, I sincerely apologize for the experience you had yesterday.
Emily