GoTo Connect

When we were on-boarded. The product we onboarded with was Jive and Jive had just been acquired by LogMeIn. The Jive engineers and support really knew the product and were able to diagnose issues almost immediately. They really took care of us and resolving any issues. After Jive was fully integrated into LogMeIn and GoTo, the Jive engineers disappeared and support has been lack luster ever since. It's been hard to get issues one-and-done, technicians are not all that knowledgeable and we tend to have to explain how things should work when dealing with first tier support. No dedicated support team to work with like we had with Jive that we could reach out to. Instead we have to go through the cumbersome process of trying to "find" the solution in GoTo's help area before we can even get the option to start a ticket. If I'm looking to start a ticket it's because I've already looked through the GoTo help and online forums for a solution. It drives me crazy to have to do that again and I almost never get a response to starting the ticket online until I start following up with phone calls and/or including our sales person on ticket responses. I am so disappointed with GoTo Support now.

Yes. There was a time when the phone system and the internet provider were not working well together. and the tech support reps patiently worked with me numerous times, along with the internet service providers via multiple conference calls, until the issues were corrected. The fact that they stayed with me, even over a weekend for part of the time, was above and beyond service.

During our transition from Ooma to GoTo (formerly jive, then logMeIn). They were there every step of the way. The made the effort to work around our schedule and reprogrammed all of our phones remotely during after business hours so we had no down time during our day to day operations.

The first time I added new phones to our system I thought I had followed all of the steps for setup but could not figure out why the phones were showing as not connected to our system. One call to support and they were able to quickly diagnose that there was step not described online in the admin portal for the phone itself that needed to be done. It was a simple fix that they were able to remote in and show me and now I can add new phones to the system quickly.

Back when it was Jive/Utah based support, they would figured out our calling /dialing issues same day and have a resolution in place.

Working through the VLAN issues I experienced, they dug in and had multiple calls over multiple days and it was exhausting they stuck with it and it was not even on their end. We found the config issue and got it fixed.

No

I did not receive additional support outside of onboarding.

When we moved our offices, I had a large number of phones that needed to be installed - all of which we had purchased from GoToConnect. Several of them (about 6) could NOT be installed, and I went nuts trying to figure out why I could not just 'plug and 'play' as we had done pretty much with all of the other phones. I finally called GoToConnect and explained my situation. The representative sat with me on the phone until I could get ALL of the phones working. I did not need to install them all, but he wanted to make sure that the next time we needed to install a phone, it would again be just 'plug and play'. It actually took several hours - but the rep was GREAT.

I mentioned this in a previous comment, but I will expand on it. Our phones are Yealink T46G's. We have a few dozen of these throughout our office. The older firmware on these phones would not allow you to use a USB Wi-Fi dongle for communication. They had to be wired. We were moving to a new building that did not have ethernet strung throughout the facility, so we had to use wi-fi for our VOIP phone system. When you autoprovision these phones, GoTo Connect will check your phone's firmware version, and if it doesn't match theirs, it will make that change automatically. In any case, the version that GoTo Connect was pushing to our T46G's was an old version that did not support Wi-Fi. The manufacturer had issued some firmware updates that added this much needed feature, so I contacted support and asked them if they would replace the version they provisioned with the new one. They agreed to do so, and by doing that, they saved us thousands of dollars, preventing the need to either A: string ethernet throughout our new bulding, or B: buy new phones that had built-in Wi-Fi. It was a great solution.

EVERYTIME!!!!! The most recent was when I reached out to them about not being able to update the app. The customer support agent remoted into my computer and assisted with getting this issue resolved so that I could get back to work. Every single time I have reached out to their support I have had the issue resolved.

Some clients advised us they could not reach us. Review of our marketing call tracking did not report these calls; GoToConnect support is the one that figured out that some phones had an old call out line still attached and these clients were calling the number that really didn't go anywhere within our ring system. They quickly fixed the issue by removing the number and identified who had called it so that we could notify the clients. WAY TO SAVE THE DAY!!!