I have sent you an email directly, JLP54. Please look for it.
Presto Insider: Peter Radsliff
CEO, Presto Services Inc.
Categories: Reviews and Testimonials Sending and Checking Mail
Everything I've read has been great about the Presto service. However, our experience is not so wonderful. We bought my mother a Presto email machine for Christmas and set it up 2 days in advance. I spent 3 days on & off of the phone with the Presto Team. Though the machine would sometimes dial out when forced, it would not call out automatically. It was decided that the machine was defective so it was returned. Now we have a new one. I was able to talk Mom through the setup. It wouldn't work. To make a long story shorter, we got it to call out once last night after a reset and it called out once automatically. Now it has missed the next two call times. I am living in another state and don't really want to have to drive there to resolve this issue. Has anyone else had problems that were eventually resolved. What did it take? It's very frustrating to just keep pulling the plug. Then waiting, then forcing a dial, then waiting some more.
And to follow up on our Presto problem.... Peter Radsliff contacted me right away and got everyone in the Presto Team involved to achieve a good outcome. Although it took a few tries, we finally got it right and my Mom is now enjoying her email on a regular schedule. Thanks to Peter and Charlie and especially Wayne for their patience and encouragement through my frustration. In the end, the Presto machine and service will be great for our family's communication, but the exceptional customer service is what won me over. Thanks PrestoTeam!
Presto Insider
- member since: 08/27/2007
- rank: 2 of 12515
- 17 blog entries posted
- 3 forum threads started
- 262 comments
January 23, 2008 7:56 PM
February 24, 2008 6:57 PM
I second the congrats on superior customer service. We are highly satisfied customers, also with difficulty at start up. CS reps were incredibly patient. Great gadget.
Sophe from Spokane
May 17, 2008 9:41 AM
updated: May 17, 2008 10:36 AM
We're in the beginning stages of this same Start-UP problem. Mom, with the machine is in Arizona and we are here in Colorado. The blue light is on, just as it is supposed to be. Yet it does not print anything. Here in Colorado we are receiving error messages from Presto informing us: "We've noticed that ****'s Printing Mailbox's cover is open" It is not open. The "blue" light is on. According to what I've been reading that is supposed to signify that the Printing Mailbox is in the READY mode. So far the printing mailbox's dial out attempts have been 6:03 PM, 2:54 AM, 7:07 AM and the NEXT scheduled time is 9:10 PM.
What PRESTO needs to understand, is that by having these sorts of problems all the FEARS and PREJUDICES of our parents (the generation which existed quite well before the computer age) are being confirmed. I once was told by a very wise person: "You NEVER get a second chance to make a FIRST impression!"
We've not started well, Presto!
Keith
ACTUALLY you'll want to read on:
The above is the exasperation that Mom, my Brother and I experienced at the Machine's inability to function as advertised. And the conflicting e-mail message about the status of Mom's machine and what my Brother and Mom were actually viewing by looking at the Printer. As it turns out, some of what was being experienced, at least this morning's issues were simply communication issues. Presto was informing via e-mail to our computer here in Colorado that it has been unable to print, due to the cover open issue. Mom was seeing nothing coming out of the machine, so gave up on it and went about here day. All the while I'm looking through the problem solving Frequently Asked Questions and Problem Solving Answers on the presto website... basically pacifying myself until the 9 am hour here, when Presto Customer Service opens for business (11 am, Saturdays Eastern Time). AND I write the above message.
So here is the "rest of the story" at 9:02 am I call 800-919-3199 (Presto's Customer Service) and talk with Peter. He looks at Mom's account returns with "it is working?" Which totally disarms me! What? It is working! He, in a very calming voice and demeanor says yes, it printed out everything this morning, it did take a second call to make it through everything, but it looks like everything that was there to print has been printed... "What can I help you with?" My thought was How about another cup of coffee and some Patience... but I related what we'd been through. He agreed to call Mom. He did. AND called me back to inform me that he had talked with Mom, and "all is well!"
In a few minutes I called Mom. You'd think she was a kid on Christmas Morning discovering that the Milk and Cookies had been devoured and finding some presents had been delivered under the tree. Her words: "I went back there, and papers were all over, it's working! I'm reading through all the crap now, it is GREAT!"
Thank you, Presto. My Mom did not raise a patient child, and that patience has not improved a bit over the years!
ALL IS WELL,
Keith
Presto Insider
- member since: 08/27/2007
- rank: 2 of 12515
- 17 blog entries posted
- 3 forum threads started
- 262 comments
May 18, 2008 8:33 PM
We're sorry for the initial startup woes. It could have been something completely innocent. Anyway, we are so glad all is now well. With Presto, patience is many times the cure, Presto Printing Mailboxes are really "smart" about trying again when something goes wrong, sometimes it just takes 24 hours to work the problem out (usually a phone line fault).
Thanks for posting your experiences.
Presto Insider: Peter Radsliff
CEO, Presto Services Inc.
June 14, 2009 10:21 AM
updated: June 14, 2009 10:33 AM
My 93 year old Nana has been loving her machine for several years. She anxiously awaits her e-mails every day. She called yesterday for help as her machine is only spitting out error messages and she hasn't received an e-mail in over a week. I can find nothing wrong- everything is connected properly. Of course customer service is closed until Monday. What else can I try?
thanks for whatever help i can get.
August 11, 2009 2:45 PM
I have had the same problem! However I cannot say that the customer service has helped to remove the stress of the situation. I called tech support, and was treated rudely, the girl started screaming at me. I told her, that i live far away from the machine, and to keep going back and forth to re-set was not easy. She basically told me, that was my problem. I have only had the machine 6 months. It is no good, and I wonder what Presto will do, when my father forgets to take his pills, or doesn't get the communication that dementia patients need? Presto is a horriable service with poor customer service. Anyone know of a better service?
Presto Insider
- member since: 08/27/2007
- rank: 2 of 12515
- 17 blog entries posted
- 3 forum threads started
- 262 comments
August 20, 2009 6:38 PM
Wow, Ranay, this is NOT what we hear from hundreds of happy Presto customers. We delivered about 10 million emails in 2008 with virtually zero service downtime. It is absolutely unacceptable for you to have been treated rudely by our contract technical support agency in Canada. So I will be looking into that. Please send me a private message with your contact information so I may email you directly on this subject. I have NO DOUBT that we can get your Father up and running in short order. I will have my Customer Support Manager work with you personally to get back online.
Peter Radsliff
PrestoCEO
Presto Insider: Peter Radsliff
CEO, Presto Services Inc.
September 29, 2009 9:04 PM
Maybe I should have found PrestoPlace sooner. We purchased the Presto machine thru HSN and started the service for my mother-in-law in New York back in February 2009. We live in Chicago and we thought it would be a great way to keep her and my father-in-law informed on what was going on with the grankids. It worked OK for about a month, then she continuously had problems. The machine would always say that there was a paper jam. Her neighbor who is computer savvy was unable to fix it. Both she and her daughter spent a good amount of time on the phone with customer service, but it never seemed to be enough to satisfy the technician/rep. They would not let her return the device. I don't know if its because we bought it from HSN or not, but the warranty should still be the same. We are still paying the monthly charge, but have not been able to use the machine since March. That's 6 months of paying for no service. We are very disillusioned and completely dissatisfied with Presto.
Presto Insider
- member since: 08/27/2007
- rank: 2 of 12515
- 17 blog entries posted
- 3 forum threads started
- 262 comments
September 29, 2009 11:11 PM
Dear Marianne:
Do not worry. Presto will take care of you and your mother-in-law immediately. It sounds like there is a mechanical problem with the Printing Mailbox. This is not common, but being a highly complex device like all printers, it is not unheard of either. I have no idea why you would not have had a replacement device provided to you immediately. I promise to look into that. I'll contact you directly via email when I look up your records in the Presto system. Again, so sorry you had a problem first of all, and that it wasn't immediately handled thereafter. Talk to you soon in email.
Peter Radsliff, CEO
Presto Insider: Peter Radsliff
CEO, Presto Services Inc.
September 30, 2009 4:37 PM
I am pleasantly surprised. I received a response to my post within 2 hours as well as a followup email. Today, I was contacted by the head of customer support. I explained what had happened, but he was already aware. He is shipping a new Presto unit to my mother-in-law immediately and has already emailed the tracking number to me. I can see that customer satisfaction must be very important to Presto. I'm hoping that the new unit will function as it is supposed to. I will repost once all is up and running.
September 30, 2009 9:30 PM
Marianne! I'm so glad to hear that someone got a response from Presto!
I only got a response to my commet, and was told to contact, but no information on how to get in touch!
My Dad's machine still does not work properly. Such a stressful situation when dealing with a person with dementia. I'm looking for another service that may be simular, if I find one I will post that information!
Ranay
Presto Insider
- member since: 08/27/2007
- rank: 2 of 12515
- 17 blog entries posted
- 3 forum threads started
- 262 comments
September 30, 2009 10:05 PM
Dear Ranay:
All over PrestoPlace you can find out how to contact Presto. 1. I just wrote a blog post specifically about this. 2. You can always send me (Presto's CEO) a private message if you are a PrestoPlace member. 3. Here is my email address: ceodirect@presto.com
Seriously, you will never find a company more willing or committed to help. Please contact me and we will fix whatever problem you have.
Peter Radsliff, Presto CEO
Presto Insider: Peter Radsliff
CEO, Presto Services Inc.
October 5, 2009 7:48 PM
My mother has been using her Presto machine for almost two years. They absolutely love it! But now it is giving us the
October 8, 2009 1:05 PM
S Gordon said: My mother has been using her Presto machine for almost two years. They absolutely love it! But now it is giving us the paper jam error. Help!
I have to say, within a couple hours of my post, I had an email from both Peter and Charlie with Presto! I was asked to work the details out with Charlie, head tech guy, and I emailed him my problem. He was quick to respond and sure didn't make you feel like you were an idiot. We exchanged several emails during the day and after his last suggestion, I forwarded the email to my brother who lives in the same town as my parents. With his suggestion and my brothers little knowledge of the machine, he was able to get everything working great! It was very simple, and probably our fault to begin with not the machine. But Charlie was wonderful. He was very understanding and when I found out all was well at mom's I emailed Charlie and Peter to let them know. Both responded within a couple hours if that and seemed genuinely happy we were able to get the problem fixed. Thanks so much to both of you. You just don't know how panic-stricken my parents were when they thought they'd lost their capabilities of getting those emails!
Again, thank you so much!
October 15, 2009 11:44 AM
Just an update to a previous post. The replacement printer arrived as promised. I setup the new machine for my inlaws this weekend. So far, so good. She is looking forward to getting her emails once again.
Thanks for the quick response.
Add Your Reply
Sponsored Links
Copyright © 2012
Capable Networks LLC.. All Rights Reserved.
RSS |
Privacy Policy |
Advertise With Us |
Terms of Use |
About Us |
Contact Us |
Site Map
Our Capable Community Network:
DVR playground |
Explore3DTV |
MediaSmart Home |
MotoDash |
My Open Router |
Pogoplugged |
DijitCommunity |
Robo Community |
Sansa Community |
TechLore |
TiVo Community |
TouchSmartDevZone
