After being an 8×8 customer for more than 5 years, and experiencing several little annoying things, this last incident has really gotten under my skin to the point I am for the first time in my life writing a bad review for any merchant. A few days ago we had a little billing issue. So I went to my portal to fix it and get the bill paid. But they system was not working. I kept getting “Back-end Problem: Decline (0,100) P8_SS_BILLING_API.payBillingDues.OnExecute Name:onRequest PCPC:9904 Statement:138” error messages. Now after 3 attempts to pay, the billing system automatically suspends my service. So, understanding this was my fault to begin with, I call support. It’s 7am my time East Cost US. The polite support person tells me, that he can not do anything to fix this, and that it is only the billing department who can. Well, may I speak to them please? Oh, no, they don’t come in till 7:30 am Pacific time. So I ask, well can you see that i am a long time customer, and that i attempted to pay. Can you at least re-activate my service till they come in? No way.
So, I wait, and call. They proceed to tell me that they can’t process the billing manually, so they escalate it to their enterprise services. Enterprise services doe finally process the billing amount, not before my bank puts a hold on my card because their system attempted the charge 3 additional times in a row just before. So having to deal with that, then clearing up the bill, finally my service is back up. So for over 10 hours of a work week, customers heard that our service was disconnected. But ok my fault, let’s move on.
Today (3 days later), after being on a long trip, I get a call from an investor. “Hey what’s up with you guys?…”, “… your phones are disconnected…”. What? Embarrassed and confused I look at my portal and sure enough. All my numbers are again suspended, even though 8×8 had collected the funds last week. I can’t tell you how much this damaged us. So apparently their system suspended services over the weekend and I was just not aware of it. So now more than 3 days of the recording that the numbers are disconnected. Wasted marketing efforts and massive harm to our image.
So I call their support, and ask to speak to a manager or supervisor. They don’t have supervisors or managers at the 8×8 call centers, and no, they can’t fix it. I now have to wait another 16 hours for billing to come it so that they can fix this issue. Thanks 8×8! NOT