Having trouble with your phone card? Give ZapTel an Opportunity to Help.
July 19th, 2009
“I am very upset about a problem I’m having with my calling card. What should I do?”
If you’re having a problem or issue with your ZapTel phone card, first let me say that I’m sorry. You may be frustrated with the situation and we don’t like to hear that anyone is upset about their ZapTel purchase. No company likes to hear that there’s been a problem with the product they’ve sold. We take every customer issue seriously and, when given the opportunity, do everything in our ability to fix any trouble a customer may be having.
If you’re having a call quality issue, one of the first questions we’ll ask a customer reporting an issue is if you’ve contacted the carrier’s technical support number to report the trouble. We don’t ask this to avoid helping you with the issue; we want to try and get your issue resolved as quickly as possible. Many times, you’ll get a faster resolution to your problem if you contact the carrier directly instead of contacting ZapTel first. The carriers can put in requests to change routes or have a technician look into the routes leading to your call’s destination to see what needs to be done to resolve the problem.
If you’ve tried contacting technical support or you have a problem that keeps happening or you’re confused about where to start, contact ZapTel at support@zaptel.com.
When you tell us that you’re having trouble, we’re going to ask you some questions about how you’re using the phone card. The questions we ask will help us to better understand what’s happening when you use your phone card and will give us the information we need to properly report the issue to the carrier. Here is some of the information we’ll ask:
What PIN are you having trouble with? Some customers have more than one PIN in their accounts, so we want to make sure we’re focusing on the proper PIN.
What access number are you dialing? Some phone cards have more than one access number, so we’ll need to know which one you’re dialing because the carrier will ask us.
What type of phone care you calling from? Believe it or not, the type of phone you’re using could affect how your call connects with your phone card. Knowing if you’re calling from a mobile or a landline phone will help us eliminate some of the possibilities of why the issue is occurring. If you’re calling from outside the USA, it will help us to know if you’re calling from a mobile, hotel, or pay phone.
What phone number are you calling from? This helps the carrier identify the call you placed when you experienced the issue.
If you’re calling from outside the USA, what country are your calling from? This helps the carrier in two ways: 1) It helps the carrier identify the call you placed when you experienced the issue; 2) If the carrier is aware of issues with calls coming out of a specific country, they may be able to identify the issue faster for resolution.
What phone number are you calling to? This helps the carrier identify the call you placed when you experienced the issue. Once they know which call(s) is the one where you had trouble, they can check the route and see if there is anything in the network that needs fixing.
What country are you calling to? This is just another important piece of trying to figure out why you’ve had trouble.
When was the last time you placed / tried to place a phone call? If it’s been more than 48 hours since you experienced the problem with your phone card, please test your call again. The carrier may have fixed the issues since your last call. The carriers request that they have a call to research that has been within the past 48 hours so they have the most current experience to work off of.
Please tell us about the issue you’re having in detail. The more detail you can provide us, the better. It will help us to better communicate the issue to the carrier.
In most cases, the carrier will have the issue resolved in a day or so depending on the severity of the problem. Some fixes are quicker than others, but the carriers work as quickly as they can to resolve the issues reported to them.
As I said before, we know that it’s frustrating when something doesn’t work the way you expect it to when you need it most. We don’t like it any more than you do. We always work with your best interests at heart.
All we ask in return is that, even though you may want to yell and scream, you keep in mind that we’re here to help you, and in almost all cases, we weren’t aware of the issue until you brought it to our attention. Give us a chance to help, and we’ll do our best to give you a better phone card experience.
Calling Card Coupon for Week of July 20th
Through July 26th, receive $1 off of any purchase or recharge of a phone card from ZapTel. Use the following code to receive the discount:
HERE2HELP
Enter the coupon code on the Review Your Order page, and be sure to click the “Add Coupon Code” button on the page to apply the discount. Offer expires at Midnight Central Time on July 26, 2009.
This entry was posted on Sunday, July 19th, 2009 at 4:53 pm and is filed under Phone Card Tips. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
