Nice Product, Terrible support and account management
August 25, 2016

Nice Product, Terrible support and account management

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

We use this in our Denver office. Our company as a whole was amidst a technology change from Siemens to Cisco at the time we were building this office out, so we are using Fonality as our telephony solution in the short-term until we can migrate to Cisco with the rest of the company. At the time we did not want to spend money on a Siemen's PBX when it would be thrown out shortly after, and Cisco was not yet ready.

Pros

  • The interface is very clean and easy to use. It's generally very easy to set up new phones and make changes to them. The HUD is also very nice.

Cons

  • Technical support is terrible, very rarely did I speak with someone that had very much knowledge on the system. I spent hours and hours on the phone with technicians who eventually gave up completely.
  • Account management has been horrendous. We were originally assigned 200 lines, however after the buildout we were unable to get any of them to work. Turns out they accidentally assigned us lines that they didn't own and had to give us new ones. These numbers were given out to clients and posted on company websites, was incredibly embarrassing for myself and our company. The other lines they then offerred didn't meet the criteria I had given them so I asked that they look for a range that does...2 days later they came back with the EXACT same numbers. I gave up and took 100 of those numbers instead. Since then I have been handed off to another Account Manager who seems to have a hard time keeping his customers straight, seems like he is overloaded and is managing too many accounts.
  • Billing, per the above note regarding account management, the best they could do was reimburse us for 1 month of service. They said they couldn't reimburse us for the thousands of dollars we spent on business cards that had to be redone. They they have been unable to get our billing set up correctly, I continue to be charged for more lines than I asked for. I was told it was "escalated" last month, only to find out the billing team hasn't touched my request yet.
  • Extremely negative impact, lost a lot of time and money trying to get our system configured properly.
  • Siemens
The interface is cleaner and easier to use. But from a support perspective, Siemens is way above Fonality.
It's a nice product for a small business that needs a simple and affordable telephony solution. But don't expect much in terms of support or accountability. I would not recommend it for larger businesses as there are way better products out there that offer high tier support and account management.

NetFortris Feature Ratings

Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
8
Call reports
8
Directory of employee names
8
Answering rules
8
Call recording
7
Call park
8
Call screening
7
Message alerts
8
Video conferencing
Not Rated
Audio conferencing
Not Rated
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated

Comments

  • Kassie Graziano-Howe | TrustRadius Reviewer
    Reviewer, we appreciate you taking the time to share your review. We are extremely displeased to hear of your experience and the issues that you have expressed in your review. This is certainly not the experience we want any of our customers to have. We valued your business, and most importantly the feedback you provided. We’ll be reaching out personally very soon to form the proper solutions necessary to ensure you and your team are taken care of.

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