We’ve been a small business customer for about 9 months now. We have 3 sites in different parts of the country and about 50 employees. The phone service itself is of good quality when it works. When it doesn’t work it’s a hellish gauntlet of having to deal with 8×8’s support group. More than half the time when we put in a ticket there’s no response until we follow up after a few days of silence from support. When we do get support there are very few support people that will actually do anything other than blame your network/ISP/(insert random device here) or tell you that a core feature like blind transfers should be used over warm transfers because “they don’t work right” according to support.
We only use 20% of our max bandwidth at each site, have low latency, and have our firewalls set to best practice according to 8×8. Still, the service is unstable at all 3 locations. When level 1 support “escalates” a ticket it apparently means it’s just back in a queue that nobody checks until call (again) for an update. We’ve talked to the same agents at level one tier and “two” before. Spontaneously we’ve had support tickets closed without any notification to the ticket owner and we believe this is 8×8’s poor implementation of Salesforce support software.
The Virtual Office software is buggy, and they update it frequently sometimes totally changing functionality or removing features without listing it on patch notes. The video portion works well enough, even though it is laid out strangely compared to most video conf software. The call-in numbers are spotty at best. They recently made it so end-users can’t change their own voicemail passwords (they could before) – the IT staff has to do it because now you need to be the admin for the service. When we questioned support on why they did this, they told us “we don’t know”.
Once we had enough of dropping calls and “line unregistered” errors with support being non-existent we had to get out. I was willing to just part ways with 8×8 and consider it not a good fit. I tried contacting my account manager, Byoung, who typically responds after a day or two to talk about this. I couldn’t reach him, so we just called the main number and got in touch with Giselle who was knowledgeable and well-spoken and tried feverishly to talk us out of canceling. I was offered a device that we would put at all the sites that would help with the service. She told me she’d even get it for free for two months then the normal rates would apply.
I was confused as to why I was paying for phone service and to make it work I needed to purchase a device to put on my network at an additional monthly fee. After turning that down we got bounced back to my account manager. I talked to him and told him we just wanted out, no harm no foul. He said he was sorry and would get that process started.
That was weeks ago. I was told that canceling was for the “support group and we don’t talk to them” and that “we just make the ticket”. After a week of silence, I called again, and he had his manager (Carl) “escalate” the ticket. I was again told that “we don’t deal with those guys directly”. After a few irate emails, I was told that the “escalation manager” escalated the ticket on the support side. I’ve never heard of such a title but whatever. So here it is a month after my call to cancel and nothing has happened.
I can’t get contact information for someone that can help us and when I talk to the sales/account people they just tell me they can’t do anything but put a ticket in. I guess even internally their tickets are treated the same way they’ve been treated for their customers. If you’re considering 8×8 please save yourself a headache. I feel that they are dishonest, and the support is an absolute joke. Nobody at this company takes any ownership, they just pass the buck and tell you they can’t help. Communication with them is terrible and it seems like internally they are a mess.
At this point, we’re being told the people we need to talk to can’t be contacted directly and when I talk to Byoung (account manager) he tells us to call Carl (his manager) who doesn’t answer his phone or return calls. Even Byoung told us Carl can’t do anything anyways because it’s “another department. We’re being ignored intentionally.