"The last time I ordered from Voxilla, I had a pleasant experience. The order was shipped promptly and came in excellent condition. I thought that this might be a good new source for our company's supplies.

This order has closed that door with them permanently.

On the 30th of Nov, I placed an order for an SPA3102NA. Simple enough order -- no complexity involved, just a basic device and shipping (which isn't excessive, but isn't cheap).

On Dec. 3rd, I received an email saying my order was 'preparing to ship' and that when it shipped, I'd receive an email with a tracking number.

I never received anything else.

Around Dec. 10th, I emailed to find out what was up. No response.

I called. Voicemail. Left a message. No response.

I emailed and called again. Nothing.

Finally, I opened up a dispute with PayPal, giving them several days to respond. Nothing.

I'm currently in the process of escalating this to try and get my money back. Any hope of getting this device on time before I head out of town for the holidays is completely gone, and with the way PayPal works, I MAY get my money back by January (if I get it at all).

Do yourself a favour and stay FAR away from this place. There are other stores out there with the same gear for a bit more money, but they at least get you your products. "

"Like many mail order firms, Voxilla offers decent pricing and quick shipment, so as long as you do not have any problem with the product you purchase, you will be fine.

The problem with this firm is that it has no customer service to speak of. If you need service, look elsewhere. Calling its telephone number is a hit or miss proposition. Most times, you will get voice mail (even for calls to sales dept). Forget about leaving messages because no one calls back. On those rare occasions when someone answers the phone, they will make promises (in my case, refund on a replacement for a malfunctioning product that was returned to Voxilla) that will not be kept. Sending email messages fall in the same category as leaving messages on the voice mail.

So if you think you will need service after your purchase think hard before purchasing from Voxilla. It will be more headache than it’s worth. Only after filing complaint with the BBB and claim with AMEX, did Voxilla make a partial refund. The rest of the refund is pending via AMEX claim as of this writing. Update: final remaining balance refunded on April 6th.

The rest are for those interested in the detail or chronology of events.

January 15th: Purchase SPA3102 from Voxilla,

January 23th: SPA3102 malfunctions. Contacting Linksys technical support, find out that Linksys will not support end users of this unit and told to get technical support from Voxilla.

January 24th: Call Voxilla’s technical support department and get voice mail. Leave message to call back for support but no one calls back.

January 25th: Initiate the return of the defective unit to Voxilla under their “Instant Shipping” method whereby “the purchaser will be reimbursed the full price of the replacement purchase” upon purchase of the replacement unit and return of the defective unit.

After filling out the product return form on central.voxilla.com site, get a response by email with a ticket number (CGY-51202-704) and a detail instruction on returning a product. As per instruction, purchase the replacement unit from its web site, which arrives within a few days.

January 31th: The defective unit is returned to Voxilla (RMA # 28181-28076-CGY-51202-704), which it receives on February 2 per USPS tracking Label/Receipt Number: 0103 8555 7498 6777 4868.

February 17th: After not receiving any refund or hearing from Voxilla for two weeks, inquire by email regarding the refund status. No response.

February 19th: Call Voxilla but no answer so leave message on its voice mail. No response.

February 24th: Call Voxilla. Again, nobody answers the phone, only voice mail. Write another email to customer service (cc: Marcelo Rodriguez, founder/president) for an update. No response.

February 26th: Send email messages to Lonnie Lazar, Chief Information Officer (and sales VP), and Eric Chamberlain, Director of Engineering, (two of the four executive team members listed on Voxilla’s web site) for their help in this matter. No response.

February 28th: Call Voxilla’s sales number once again and this time Lonnie answers the phone. He promises that the refund would be processed in the next day or two.

March 5th: No refund posted to the credit card. Call Lonnie again and is assured that he asked the accounting department to process the refund after we talked a week earlier. He promises to look into it and call back. He does not call back.

March 9th: Check with credit card company. No refund. Call Voxilla, no one answers; only voice mail. File complaint with BBB for Northern California region.

March 14th: Complaint with BBB accepted. Send demand letter to Voxilla, Inc., via email and certified mail.

March 15th: Open dispute claim against Voxilla with American Express.

March 17th: Refund. Finally… But wait, Voxilla shortchanged refund by $10.88. It refunded the purchase price of the defective unit and not that of the replacement unit (Voxilla raised the price of the unit) as required under its Return Policy. Back to American Express and amend the dispute claim.

The amount specified in the claims filed with BBB and AMEX as well as the demand letter clearly stated that the amount of refund and that it was for the replacement unit as per Voxilla's return policy. Have to say, Voxilla’s management has no class.

April 6th: Received the final outstanding balance. Without the involvement of BBB and American Express, I doubt Voxilla would have made any refund.
"

"This company misrepresented inventory on hand and agreed to ship me items via 2 day air. I was not informed of the actual status of the item which was not only not in stock, but would never be available a full 6 days after I had already made the payment and followed up to see why my items had not arrived. I requested they ship me equivalent items to arrive the next day. They refused to upgrade the shipping for Saturday delivery from 2 day after a 6 day delay with no notice. Lonnie their sales manager was incredibly condescending and trivializing their role in misrepresenting their products. The problems come from the top down with this company. As they stand behind their actions 100% it seems this company is in the practice of taking orders and payments for products they do not, and never will have in stock. Avoid this merchant at all costs, they are prone to mistakes and misrepresentations and unwilling to accept responsibility when they are exposed."