In response to Mark's original posting I have experienced a similar problem in the last four weeks. There are four customers that I know of that called me within a two day period complaining that callers left a message, they see a number on caller ID, and yet there are no messages. I dispatched techs. to each site and worked with tech support trying everything they know on a number of occassions and nothing has corrected the problem. Finally, I decided to replace the voicemail card and the same problem exists.
In the last ten days I was testing remotely calling into a customers site from an office in my home and found something odd. When calling from my line 2 where I have Verizon local and long distance the test fails and I get cut off at the sound of the voicemail beep prompting you to leave a message. However, from my line 1 where I have Verizon local and MCI long distance the test calls work every time and have never failed calling four sites where I'm having the problem.
I called Verizon and tested on line 1 and then the Verizon CSR switched my line 1 to all Verizon service and the voice mail failed when testing. She (Barbara from Verizon-a wonderful helpful woman) switched my service back to MCI and the tests all passed. I have worked with several Verizon representatives and they cannot find the problem or a solution. The problem we come up with after working with Vertical is that when the voice mail beeps after the greeting says leave a message at the sound of the tone, the tone is sending or causing the call to disconnect. We listened on the 66 block and after the beep the tech cannot hear me but yet the voice mail continues to record dead air.
At this point I'm not sure what I'm going to do to help solve the problem. Vertical tells me it's not their problem, Verizon is saying it's not their problem, and my customers (one being a law firm) are saying I sold them a system that is not compatible with Verizon's equipment. I do feel it's everyone's involved responsibilty and my customers have a point that Vertical should take ownership and resolve the issue.
I had one customer tell me I have a short window to solve the problem and if I don't he will buy another system from another manufacturer and if it works properly he will look to Vertical and East Coast Communications for a refund. And, he will look to help other business that have the same problem recover money paid. He also mentioned that each business has lost business due to the problem and there can be damages involved.---Now, how do I tell my customers it's not my problem? And, if another system from Norstar, etc is thrown up on the wall and works, we can say it's a Verizon issue all we want but that will be a tough sell to a judge when an attorney walks in and states he bought another system and it works fine.
If anyone else has had a similar problem, please PM me or post on the site. I would like to see if it's in an isolated area or widespread.
Any suggestions?
