Nextiva

Ivan went above and beyond to help me, especially after the incorrect information I provided that caused him to have to undo all that he did and redo my mistake on the correct line. He then helped me with an additional issue occurring on an auto-attendant line. Problem fixed with ease as far as I could see. Great job, you have a valued staff member in Ivan, thank you Ivan!!

Deployed in July 2020, Nextiva was our first venture in to VoIP. Customer service, training staff, and tech support have exceeded expectations. Every representative I have spoken with has been knowledgeable, focused on the problem, professional, courteous and patient while I asked numerous questions.

I’ve had nextiva for about 4 months. It works great, unless you have a problem. #1 setup takes a really long time. Like an absurd amount of time. #2 When I signed up I purchased the headset as well, so I wouldn’t have any compatibility issues whatsoever. Well, the headset was on backorder and nobody said anything. I called three weeks later and was told what happened. It took another week to ship me a new one. At that point I was charged for a full month for services, which I could not use. I’ve requested a credit for that month on at least three separate occasions. Guy tells me he’ll look into it and never gets back to me. I gave up. #3 I just made my third call to setup the caller ID. The first two times it wasn’t done correctly. They don’t even have a record of my second call. We’ll see what happens. They are nice, but extremely incompetent. Either that or their “porting” department is on permanent vacation. I should have gone with vonage.

Before lunch, everything was working to perfection. After lunch, one of my employees phones wasn’t working. I tried to use the user dashboard to find and fix the problem myself. I could not figure it out. My employee could make calls but could not receive them. I could not figure out why. At any rate, it only took a few minutes with the live chat support and a great customer support representative named “Gabby S” to trouble shoot the problem. She made sure the phone was indeed working properly before concluding the support session. I developed one more last-minute question as to how to do something on the phone system, and she explained it to me very quickly. I concluded the support session very happy. My phone system never fully went down, but it was great to getting it back to being fully functional. I’ve used Nextiva for several years now. I switched from RingCentral because the price was better and the service seemed comparable. Actually, the price is better and the service is superior to what I experienced years ago with RingCentral. I’ll stay with them as long as they keep providing such good service.

After upselling on the quality and versatility of their robust platform, our company signed with Nextiva. We’re a small operation and had fairly basic needs, and Nextiva frequently told us that they work with large Fortune 500 companies. So we felt confident that they’d be able to handle our small operation.

We were wrong.

Nothing worked. We spent about 10-12 hours in the first two weeks on the phone (personal cell phones… because Nextiva wasn’t working) with tech support. We were “escalated” a number of times, and they often dismissed our problems saying it was a new bug. It was almost humorous how many “new bugs” our small team apparently discovered.

The simple call flows didn’t work and we had to rebuild them several times while the Nextiva people made changes on their end. Caller ID didn’t work (and still doesn’t). The desktop app wouldn’t accept calls. The cell phone app wasn’t simultaneously ringing for out-of-the-office needs. It was a disaster.

Tech support wasn’t great. Each time we called, our basic problems were apparently too difficult for the first couple of techs to handle. We sat on hold for hours while techs tried to connect with their manager. On one occasion, we were escalated to “advanced support” and, during the call, we had to explain the difference between an IP address and a port number. Seriously? “ADDVANCED support”?

Overall, we’re shocked that Nextiva allegedly handles accounts for large companies, but can’t seem to figure out our small operation. It really is mind-blowing.

Nextiva does not provide the product nor the service that we were promised. But, we’ve wasted so much time on Nextiva that it feels like we ought to bite the bullet at this point. Simply put, if we could do it all over again, we would definitely choose a different company.

So here’s the thing. I had a simple request for service. I have two lines. Line 1 rolls to 2 if it is busy. If the second line is busy, it goes to voicemail and is transcribed into an email. And I wanted to use my own phones that I already owned. That is all I wanted.

So they provided a fancy system that required all this setup, etc. After spending a whole day on the phone with the company, they still could not make it work the way that the sales person assured me it would. The final result was that it never would work the way I was told. This began three months of horrible phone service as I worked to get my lines ported back to my original carrier. That finally took place and now it has been over a week since I have even been able to get them to cancel the account.

I would not recommend this company to my competitors even. Horrible. And good luck getting support on the line – who are also billing it would seem.

Robert Norton is the best at his job. Customer service and dedication to helping me fix my issue was great. He helped me so much with the problems I was having with the phone. Definitely knows what he is talking about when it comes to the job. Very knowledgeable guy. Honestly the best service I’ve had by far. Thank You Robert for all your help!! You are the best!!!

My business only consists of me, so my phone needs were only baseline. Despite the fact that I am not a big ticket for an enterprise or even mid-size business, they assisted me quickly, kindly, and respectfully. I will definitely recommend them to other people I know. Lots of love to these guys for their authenticity (a rare but precious find)!

I’ve been using Nextiva for my home office for a couple years now, we love the service. Simply it just works, call quality is great and customer service has always been professional, knows exactly what to do and gets it handled quickly. Darnell and Andrew have always gotten back to me and got whatever we needed sorted out.

Alex assisted me in onboarding with Nextiva. He was extremely professional, answered all my questions, helped me tailor my workflow setup, and made the whole experience seamless. Nextiva won out over many other VOIP systems with it’s reviews, businesses that utilize it, and price. I’m excited to start 2021 powered by Nextiva!