Great product abominable customer support
I've been a customer for 20+years before most even knew what VOIP was! The gradwell product is great. However customer service/support is the exact opposite. When it works great, but when there is a technical or other problem, it's an absolute nightmare!
If it's business critical for customers to be able to reach you on the phone then please stay away as bottom line it's going to have a very negative impact on your own customer service delivery.
For me it's not been business critical, but I've already started the process of migrating away. Long over due, so you could say I have only myself to blame
Reply from Gradwell
Hi John,
Thank you for taking the time to share your feedback with us. I apologise for any frustration or inconvenience this may have caused.
Your feedback has been duly noted, and I have forwarded it to the appropriate management channel for review and consideration.
In addition, If you could forward the email you sent to escalations@gradwell.com, I can make sure this is prioritised and actioned accordingly.
Once again, thank you for bringing this matter to our attention. Should you have any further questions or concerns, please feel free to reach out to our support team.
Kind Regards,
Gradwell