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September 2010

8X8 - 8 Times the Trouble

As most people know, we began offering the Microsoft Response Point phone system to our clients about 1.5 years ago. Since then, Microsoft has shown no commitment to the system, so we have held off for any further implementations.

However, we use the system in-house and love some of it's capabilities. One of those capabilities is the ability to use SIP trunking, which is the ability to have phone lines over the internet integrated with the system.

Long story short, we decided to go ahead and use Packet 8 (now called 8X8). They suggested switching all of their phone lines over to them, but we decided that we would keep some using the regular telco carrier.

As of last Monday, I couldn't be happier that we did that because their lack of Response on the fact that we had no service, has been absolutely ridiculous.

The responses from the technical support representative last Tuesday included:
9:00AM - I call via phone for an update to yesterday's problem
10:10AM - Ryan writes: I have escalated this issue to the 8X8 Network Ops team, should have a response very soon
1:02PM - After another email, Ryan writes: I will supply a status update now. (ok????)
1:06PM - I get the "update" - At 10:57 - told my manager, at 1:30, I will send another update
4:21PM - 8X8 Network Operations has escalated this to 8X8 System Operations
11:26PM - I did some research into the issue and sent it to them
The following day:
3:15PM The team is looking into it - the box may be bad, and if so, we will send you a new one
4:47PM - I have escalated this issue to the Manager of Support
Realize I still have not received a call back despite my calls and emails - just these responses
8:18PM - I will see if I can have my manager call you (sure)
The folllowing day (3 days later):
1:07PM - I told him I am going to cancel the service - he responds: While the 2nd box is being shipped, I will forward t......

(read more)

Posted By: Michael Drobnis @ January 15, 2010 5:19:00 PM

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