I am so disappointed with Dialogic and their process for helping out customers. I read this on their web page and I almost laughed myself to tears. Our workforce is 100% dedicated to our customers. We come to work either to directly support our customers or to support those who do. For the past 6 months I have been trying to resolve an issue with Dialogic that they have had for the past 20 years. Very simply the Dialogic D4PCI card will not release the Caller ID from the buffer until after the second ring. I have talked to so many developers and software people including the management at Dialogic in both sales and engineering and everyone says that it is possible but unless there is a return on investment or I am willing to put up $20,000 – $80,000 they are not willing to do it. All they come back with is “the card is working to specifications”. Well the reality is that 20 years ago the Rhetorex card gave the caller ID after the first ring. The work around that I just had to spend $3000 to do works however inefficiently because it relies on an RS 232 port on a Windows 7 machine using an outside box and 20 year old technology from CallerID. I have been trying to reach the President of the company for 6 months now and have left at least 6 messages and e-mails to contact me with no response. I have even had 2 presidents of major telecom companies contact Dialogic to see if they can use their service agreements to get the problem fixed. The manager of tech comes back to say “ I have not heard of the issue being raised”. This is what the website says about Dialogic Values: “Our workforce is 100% dedicated to our customers. We come to work either to directly support our customers or to support those who do. Mutual Respect We believe that what we can achieve as a team is limitless. We will innovate together to meet any challenge we face. We have a deep commitment to Dialogics success. Each of us is dedicated to contributing to solutions and to achieving team objectives. Passionate Dedication to Be the Best We bring our passion to Dialogic every day. We create an environment where each of us can do our best work, and where we can grow and do better work tomorrow. Unfailing Integrity We each have a deep commitment to honesty and integrity, and integrity is central to the way we approach our work and to how we interact with others.” At Dialogic we strive every day to integrate our Values and create superior products and services for our customers. It is my experience that Dealing with Dialogic that they really don’t care. Literally after spending 6 months of trying to get answers from them I want to give up and say I will never buy another Dialogic product in my lifetime! They don’t care about me or the 1000’s of customers who use their products unless they lose sales as a result. I am hoping that people would respond to this post and let them know somehow that there are issues and that they are really NOT listening to their customers! If two major players in the industry that sell hundreds if not thousands of cards cannot be heard then how can the little guy ever be heard. As far as I am concerned Kevin Cook, the President of Dialogic does not want to hear from anyone because after 4 months of trying and 20 hours of time I am yet to be able to break through the brick ceiling to talk to him. I have asked at least 6 people to relay a message to him and I still have not heard back. All I am looking for is a simple fix – give me the caller ID when it comes in and not have to wait until the after the second ring. If anyone has a number for Kevin Cook please respond to this post. Mr. Cook if you read this post there are literally 100’s of people that are impacted from this issue. The problem is they have all given up trying! I spoke to a major retailer today who sells these cards and everyone using the Dialogic cards in their products suffers as a result of inaction from the Dialogic Team. The products using the cards make the callers wait at least 6 seconds longer than they have to just to get the Caller ID. If you are processing 1000s of calls a day that becomes a big issue! I hope the management team reads this and realizes that the communications with their customers is broken and the people in the company are not passing on the concerns of the customer. “ Unfailing Integrity” – please post a number anywhere on your website for the office of the President or have someone who talks to you be able to take calls.... you are a communications company! Please communicate! As for the quote ….“Our workforce is 100% dedicated to our customers. We come to work either to directly support our customers or to support those who do...... Until further notice I believe the only way this is true is if you add to the end of it “as long as the customer makes a business case and proves that Dialogic can make a lot of money from it…” Paraphrased from a conversation from an employee of Dialogic!!!!!!!!!!! The fact is the drivers for the D4PCI card are written to force the card not to give the caller ID when it comes in and does not allow it to be used until after the 2nd ring. It is flawed and needs to be fixed. Signed a very upset customer.
Posted on: Tue, 18 Mar 2014 06:42:04 +0000
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