Decent quality, Support from hell! Better off calling your grandma for support!
October 27, 2017
Decent quality, Support from hell! Better off calling your grandma for support!
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fuze
We utilize Fuze for our voice services across all sites. We use Fuze services alongside our Polycom VOIP phones. It is used at all of our locations spanning coast to coast. We primarily only use hard phones and we do not use the soft phone service even though we have experimented with them in the past.
- Consistent service - We rarely have outages with the phone system. If there is potential for an outage they let us know.
- Decent communication - Fuze is good at attempting to keep us in the loop.
- Price point is competitive.
- Support - They provide some of the worst support ever. If you are lucky to talk to someone in the US they can be helpful but most of time you are speaking to someone outside of the US. Over 50% of the time they make a mistake when trying to "support" you. A simple request can take a couple of weeks to resolve. This long time generally is because the support services do not understand written language or just don't care to understand the problem. Fuze does not care about their support services, as this has been a complaint for a long time but they have refused to acknowledge it.
- Fuze wastes their time developing their canned Salesforce support page instead of improving the service they provide. Good Lord, they have redesigned their damn portal like 3 times since I joined my company. Why! Seriously, that is not the problem. Management needs to get their heads out of the butts and look at the real problem. Pay for good support, not crap UI design changes. That is not the problem...
- Terrible support I cannot stress this enough. Pay for good technicians! Not somebody in the Indian Ocean with no training......
- Voice
I have administrated lync or Skype for business. Honestly it was a lot better than fuze and integrated with a lot more systems. Maybe fuze will make some strides but it is unlikely that they ever will because some C-level is going to say the problem is with the UI not with our systems. Come on! Seriously, Fuze cannot critically look at themselves to make improvements like other companies. I would rather go back to administrating my own PBX than deal with their support.