As a seasoned start-up founder and operations specialist, I would strongly advise to steer clear of this company. Classic case of a company that harnesses the ability to sell in products and services without the support to back up claims. I would give zero stars for support if that was an option.
Be prepared for unexpected…
Be prepared for unexpected and large fluctuations in your monthly billing and to be told you received an email that never arrived informing you of the pending increase. A staffer tried to tell me that my bill had not increased rather the underlying discounts had “simply gone away”. As a small business owner, I certainly notice a 58% plus increase in my expenses. When I attempt to cancel my service, I am read a litany of small print buried deep within their Service Agreement that was never highlighted to me – my fault for not reading every sentence but I can say this is the only vendor in 15 years in any industry to ever pull this crap with me. Cancellation Manager was arrogant and condescending. Buyer beware!
After being an 8×8 customer for more…
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
When we started with 8×8 years ago…
When we started with 8×8 years ago we loved their service. Since we have grown it has become unreliable and very cost prohibitive. Additionally, their service and follow up is non-existent when you have an issue.
Signed up for 8X8’s service at…
Signed up for 8X8’s service at the end of the month and was give all kinds of discounts as a promo. Purchased the service and one of their phones and was told I would receive a call from support dept to start my set up in 24-48 hours. The sales rep said she would get started on porting over my existing number. I signed their documents and they charged my card. Everything was great.
5 day pass with no call, not 24-48 hours. 5th business day I get a call to schedule my support set up call for 4 days from that date.
9 days in I speak to the support set up dept and I’m told the porting of my number can start as of now, not 9 days ago when I signed up and that will take another 5-7 business days. After completing the set up call and walk through I’m told I will be receiving a series of 3 emails confirming my porting of the number.
Another 8 business day pass and no emails so I call customer support. Their customer service agents at 8X8 have no idea what department to send you to nor which department they even work in for that matter. Its a complete circus!
Finally get to a tech support agent after 3 separate calls because of being placed on hold and then getting disconnected from them. He tells me he does not even see a porting ticket created and that it has not been done nor started, all this after almost an hour and a half on hold. That’s all I could deal with so I moved on to the cancellation process.
Bottom line. Its been a full month and I have a phone sitting on my desk that’s used as a paper weight. I’ve used my Ooma service through out this complete disaster of a cloud phone service carrier. For any small or mid sized business owner your time is valuable and 8X8 has no regard for it what so ever . They will run you around and around with excuses and reasons as to where the mishap has taken place but none of it being on them of course.
8X8 is completely unprofessional and disorganized and has no regard for your time as a consumer. They have also never heard the term customer service. I was more than patient with the time frames I was given and only to find out nothing was being done. Sale rep didn’t return calls after the sale was made and her voicemail no longer says its even her, always nice to know the direct contact for your business phone carrier may not be with the company next week.
Do yourself a favor and RUN from this company!!! Your business phone service is far too important to be in the hands of this company and their complete inability to perform the services they offer.
8×8, Inc., (Nasdaq: EGHT), offers highly affordable voice, video, mobile and unified communications solutions for small to medium businesses, as well as largely distributed enterprises. Featured is their 8×8 Virtual Office small business phone solution, hosted by a PBX (Private Branch Exchange). Business services of 8×8 integrate advanced phone services, web conferencing, powerful online productivity tools, flexible service plans, and easy setup and use. All their technology is homegrown, cutting costs and improving overall services.
8×8, Inc. backs their products through a live technical support system, onsite assistance, and over 25 years in the industry. In 2010, Deloitte’s Technology Fast 500 ranked them as one of the fastest growing companies in North America. Infonetics Research has also named them one of the top five hosted VoIP providers for the fourth consecutive year.
Most Popular Plan:
8×8 Virtual Office – Unlimited Extension
The most popular plan from 8×8 is their Virtual Office – Unlimited Extension. Unlimited Extension provides for unlimited calling to the US, Canada, Puerto Rico, Guam, US Virgin Islands, France, Ireland, Italy, Spain, and the UK. Find a better rate? 8×8 will match any competitor quote, and also offer volume discounts for multiple users.
Unlimited Extension Plan comes with the following features:
– Hosted PBX
– Auto Attendant
– Extension Dialing
– On-Hold Music
– Ring Groups
– Directory Assistance Listing
– Online Billing
– Online Admin Portal
– Local Number Porting (LNP)
Included with each extension:
– Unlimited calling
– Direct Phone Number
– Personalized Voicemail
– Voicemail to Email
– Conference Bridge
– Caller ID, Call Waiting
– Caller ID Block
– Call Transfers
– Call Park
– 3-Way Calling
– Online Dashboard
– Advanced Call Forwarding
– Group Intercom Paging,
– Do Not Disturb (DND)
– Stutter Tone Notification
– Local Time Display
– Phone-Based Management
– iOS & Android App Integration
– Unlimited Fax
– Metered Fax
– Virtual Numbers,
– International Virtual Numbers
– Toll-Free Virtual Numbers
8×8 Virtual Office Mobile: Available for the iOS and Android, 8×8 Virtual Office Mobile is a mobile PBX software platform. The most recent build in Virtual Office Mobile 4.0 is optimized for Wi-Fi, 3G, 4G, and LTE. It leverages some of the most advanced audio codecs to offer better compression algorithms, making use seamless despite less desirable connections. By connecting to a user’s extension, the platform allows calls to be recorded on the fly, voicemail to be checked, and most recently, video chats through a camera equipped device. Through the offering, users may also monitor the status of co-workers, virtually or otherwise, while managing incoming faxes, parked calls voicemails, and much more.
– 8×8 Ranked #1 on Infonetics’ 2015 Cloud Unified Communications Scorecard
– 8×8 CIO Impact Awards for Unified Communications & Collaboration
– 8×8 Virtual Contact Center Wins Ventana Research 2014 Business Technology Leadership Award
– 8×8 Named a Leader in the Magic Quadrant for Unified Communications as a Service ’12-’14