Phonebooth.com review a division of Bandwidth.com – don’t use them
If you are looking for a reliable phone provider for your business, at all cost avoid Phonebooth a division of Bandwidth Inc. What you will read is a very balanced review and customer experience from us that have been clients of them for over seven years. In all that time we’ve had our ups and downs with them to the extent where we will go back to doing phones on our own terms, in other words set up our own VOIP phone operation. This is all thanks to the frustration of phonebooth.com and their recent upgrades that broke our business phones for over one month. What’s even more ridiculous is that they kept billing us for something that was not working and could care less about the fact that we’ve tried to reach them so many times to have them resolve the issue.
This company was so smart that they rolled out a major update to their phone platform software that was done on 10/29/2017 to our account (according to Jacob from their tech support). Whatever they did broke our phone system where no calls would come through to us, they would just go directly to voicemail. We could make phone calls, we just couldn’t receive phone calls for over one month. Whenever we call in to try to resolve the issue, it became even more complicated.
This is the process to receive support from phonebooth.com : (This process is brain dead)
You first have to speak to a customer service person even though you have a technical support related issue, so this is the first stage of frustration (because you have to wait). Next that customer service agent have to then fill out the reason for your call in a ticketing system who then transfers you into a technical support line where you then have to hold for another person (even more waiting) to get on the phone with you to ask you again the reason for your call. This process took us over 45 minutes the last few times we called to resolve the issue. There was one time we were on hold for over one hour and no one picked up to resolve the issue we had.
The last conversation with their support tech:
It’s December 12, 2017 and we just got off the phone with Jacob their level 1 support technician because a supervisor was not available. He said that he had to patch something on their end to resolve the issue, but tried turning us into idiots by stating that it was something that broke on our end. He was then asked to clarify how can that be something on our end when we were on the phone with them talking on a phone line that supposedly couldn’t authenticate to their service? He was also asked why did he have to patch something on their end and the error was supposedly on our end? The conversation began to heat up because we don’t like to be told foolishness and blamed for something that is related to an issue that they caused and didn’t want to own up to.
The result after following their tech support:
The last thing we were told by Jacob was to reboot the device and the issue would be resolved. That was done (even though we knew that it wouldn’t be resolved), and the issue is still there. Another waste of time with this company and more frustration when having working phone service should be easy when the company your pay to do the job claim to be in industry leader. News flash, they’re not. Hence the reason why we will go back to sip trunking where you can use a reliable phone carrier and do phone on your own terms.
Our advice:
Stay away from phonebooth.com and bandwidth.com if you want to avoid pitfalls, headaches, being lied to and being lied on. They will continue to bill you for a service that you don’t receive even though they are not fully providing the service you pay them for.