Scott H Evr

Poor product performance, poor support that passes the buck, no responsibility taken

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
One Aug 23,2018 I started with 8x8 with a one month free trial. There were plenty of problems with the service and support but I'll get to that later. What's really bothering me at the moment is that this was only a free trial to see if the service worked for me and it's only been a bit over a week. I found a charge to my bank debit card yesterday? Why? They told me it was a pro rata charge for to complete September so my billing would be at the beginning of the month. So even tho I haven't determined to continue with them I'm getting a charge already. Again, this was a free trial. With the other problems I'd had with them it was already in question if I'd continue with them. I have a feeling this is not a financially stable company that will do anything to get a few bucks and to avoid giving it back. My other problems? Here goes. My phone kept on getting disconnected from their server. I can't use a soft phone on my computer so that was my only option. It would take over 20 minutes to get tech support over the phone. They would tell me I need to talk to an IT person. I'm an older gentleman who is virtually technologically illiterate working out of a home office. Where am I supposed to get an IT guy? They told me to talk to my service provider? About what? I'm technologically illiterate. If I need to go back and forth its going to be great waiting on hold over 20 min to talk to support about something I don't even understand and they were unwilling to get on the phone in a 3 way call with my service provider. They are my IT if they want my business. To make it worse, I had a girl try to take control of the conversation by talking over me. Definitely not a good idea to try with me. Listen and address what I say. Since she wouldn't stop talking over me I got pissed and started yelling at her. She put me on hold. This was a problem I'd had almost from the beginning with them that lasted several days. it wasn't unusual to spend about 4 hrs a day to try and get help resolving the problem. finally, I did get someone who could help and didn't try to pass me off to an IT guy or the service provider. most of their tech support is not well trained. It took about 5 days to find this one tech who could help me. Moving on, you'll note they are always pushing their High Def Conferencing. The problem is getting good help to learn how to use it properly which someone tech illiterate needs. Their prepared materials were ridiculous. Those materials extolled the features and benefits but that's selling me on something I already bought. What i needed was teaching materials which they don't have. f____ing joke. Most of their support had to keep looking through their resources to tell me how to use it. So they weren't well enough trained and wasted both of our time. and since I don't have resources to refer back to, I have to keep calling back for lessons where I have to wait over 20 min on hold to get to talk to anyone. So do you want to work with a company that makes unapproved charges to your cards? Do you want a company where they avoid talking to you about billing issues and resolving them? They really don't want to give you your money back when they take it and shouldn't have. Not very honest or reputable, at all. Do you want a company that can't teach you how to properly use their features? Do you want to constantly be on hold 20 min or more when you're trying to get help or resolve issues? Do you want to work with a company that can't fix issues and keeps trying to pass the buck to non-existent IT guys or your service provider? Do you want techs who try to force control by talking over you rather than listening and addressing the issue at hand? Do you want a company you can't speak with a manager when you need to? One time instead of the manager I finally got to speak to my sales person. This was fun. I'd demanded a call back. Instead i got an email that did not properly represent the issue. On one attempt to speak with a Manager I got my sales person who said he couldn't speak to me and hung up on me. I haven't gotten any calls back from any managers yet. All they had to do to avoid this review was return the money to me I should have never been charged under a free trial. Instead they went to these lengths to avoid me. This is what they get. Again, I started the free trial 8/23. it's now 9/4 and all this has happened in this short time. Do you really want to do business with this company.
View full review
Loss:
$12
Cons:
  • Billing me during a free trial
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Ryan M Wtn
map-marker Ban Na Doem, Surat Thani

They just don't care.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I submitted a request for a quote on their website twice and received no reply. I emailed a complaint and was assigned a rep a week later. He made an appointment to demo the software and didn't show up. I said, fine, just send a quote. It took a month for him to send me the quote and it was for the wrong plan and had exorbitant setup fees. I asked for a corrected quote... three weeks ago. He has yet to respond. I emailed his manager.. no response. I contacted their Facebook and requested a new rep.. no new rep. Basically I've been sitting in my hand with my credit card waiting to give them money for nearly a full quarter. We're only going to buy like 10 licenses but come on.. if you don't want our business, say so, don't just blow us off.
View full review
Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Stephanie H Kms

Horrible Experience - Lost Revenue

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
We spent 9 months with the 8x8 product and had a horrible experience all around. The VOIP system we continually had issues with. We are remote workers and work from clients, etc. Their recommendation was to configure each router we connected to or to connect to our phone Wifi in order to work through this. We had dropped calls, calls we couldn't answer and numerous other issues. We worked with tech support for over 3 months. The web meetings - our clients continuously dropped off of (during important meetings) and they wanted us to have our clients do the same thing to login. Our clients started to question our level of service due to their tools. They finally agreed to cancel our account. BUT, took all of our prepaid services with no refund in lieu of a cancellation fee. So essentially, they got all our money and "allowed" us to cancel early. Beware - switched to RingCentral and have had no issues. Do your research before choosing them. If you have time for dropped calls, unreliable meetings and hours with tech support, they will be a great solution for you. If not - better look elsewhere.
View full review
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Charlottesville, Virginia

Spotty service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
For nearly a year we’ve tried to get 8x8 to resolve an issue where incoming calls would not pick up. Each time this occurred they claimed to have fixed the issue only for it to return in a few days. We finally switched to another vendor only to have 8x8 try to charge us a $1000 early termination fee. They don’t provide a reliable service and have very poor support.
View full review
Evie Lzz
map-marker San Jose, California

Tried to cancel and they imposed a bogu cancel fee

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

been with this complaint for eight years and went to cancel, was informed that there was a early cancel fee? I never signed a contract nor agreed to any of this and it was the first time knowing this.

apparently this a common practice for this company, make up a phony fee and never tell you this until you decide to cancel! non negotiable and just push you to the limit and threats to send you to collections.

they prey on the customer to not counter sue because the fee is to small for any legal action. Bully's bad business practices accusations of signing and agreeing to contracts that never was mentioned nor spelled out.

View full review
Loss:
$758
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

1 comment
Guest

I'm having the exact same problem with them, and am working to get the fee waived. Two months in and still haven't gotten a response. I'm about ready to have the credit card dispute this on my behalf.

Kristin K Gst

Frustrated as All Get Out!!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I have had their service for 2 years and while I like the phone services that they offer I am extremely dissatisfied with the help I recently tried to get regarding phone lines I cancelled a few months ago. When 2 of my employees were no longer with my company I called 8x8 to cancel each of their phone lines.

2 weeks ago I called to have one of the lines reinstated and it turned out that they were never cancelled. Therefore, I have been paying for those lines this whole time!!! When I asked to have my money refunded they wasted my valuable time. I called three times and today I finally gave up with them.

The three calls over this matter over last few months were not logged into their notes history, so therefore they said I never cancelled anything. Therefore, no refund. All this frustration and me being a loyal customer they refuse to pay me back $100. Do not get started with this business for you VoIP needs.

My infrastructure is setup so I'm in too deep which I hate that I must sit back and take this ****. My recommendation, DO NOT DO BUSINESS WITH 8X8!!!!

View full review
Loss:
$120
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

No reliability and ZERO customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Signed up for 8X8s service at the end of the month and was give all kinds of discounts as a promo. Purchased the service and one of their phones and was told I would receive a call from support dept to start my set up in 24-48 hours. The sales rep said she would get started on porting over my existing number. I signed their documents and they charged my card. Everything was great. 5 day pass with no call, not 24-48 hours. 5th business day I get a call to schedule my support set up call for 4 days from that date. 9 days in I speak to the support set up dept and I'm told the porting of my number can start as of now, not 9 days ago when I signed up and that will take another 5-7 business days. After completing the set up call and walk through I'm told I will be receiving a series of 3 emails confirming my porting of the number. Another 8 business day pass and no emails so I call customer support. Their customer service agents at 8X8 have no idea what department to send you to nor which department they even work in for that matter. Its a complete circus! Finally get to a tech support agent after 3 separate calls because of being placed on hold and then getting disconnected from them. He tells me he does not even see a porting ticket created and that it has not been done nor started, all this after almost an hour and a half on hold. That's all I could deal with so I moved on to the cancellation process. Bottom line. Its been a full month and I have a phone sitting on my desk that's used as a paper weight. I've used my Ooma service through out this complete disaster of a cloud phone service carrier. For any small or mid sized business owner your time is valuable and 8X8 has no regard for it what so ever . They will run you around and around with excuses and reasons as to where the mishap has taken place but none of it being on them of course. 8X8 is completely unprofessional and disorganized and has no regard for your time as a consumer. They have also never heard the term customer service. I was more than patient with the time frames I was given and only to find out nothing was being done. Sale rep didn't return calls after the sale was made and her voicemail no longer says its even her, always nice to know the direct contact for your business phone carrier may not be with the company next week. Do yourself a favor and RUN from this company!!! Your business phone service is far too important to be in the hands of this company and their complete inability to perform the services they offer.
View full review
Reason of review:
Poor customer service
Anonymous

Almost impossible to port your number from them

I wanted to change service because 8x8 price kept increasing. I contacted OOMA as my new service provider.

OOMA tried for 9 months to port my number without success. I finally tried Charter communication and it took them 3 months to finally pull my number. After they pulled my number 8x8 keeps billing you. Tried to stop the charges on my Credit Card but this did not work.

They will not let you remove your credit card from their site so the only way to remove your credit card is to get one of those credit cards where you put money on it.

Assign that card to the account so you can remove your card. All I can say is run from this company.

View full review
Reason of review:
Problems with payment
2 comments
Guest

I'm into my 2nd month of trying to get my number ported and it still is failing.

Lewis K Ecb

Same problem

View more comments (1)
Anonymous
map-marker Spokane, Washington

8x8 is by far the worse I have ever dealt with - Crooks and *** Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I called late summer of 2015 and asked if I was still in a contract, the gal said I was not and that I was now on a "month to month". I was happy to hear this because the rates were going up with each month and I was having a horrible time with calls dropping.

It was all around a horrible experience to my clients and staff. Not to mention the long wait to get through to someone just to be bounced around til someone could answer the questions. I had my numbers transferred (ported) in April 2016. I received a bill from 8x8 in May and realized that the porting of the numbers did not cancel my service with them.

May 4th I called and spoke with Kevin to cancel but he informed me that I could not until October because I was on an annual renewal. This conversation went round and round as you may imagine since he was not grasping the fact that I was told I was "out of contract" and on a "month to month". I am still not clear what this automatic annual renewal is. He said he would go back and listen to the conversation I had with the gal previously to see what exactly she said and then get back to me.

He also stated that he would shed a couple months off the end if he was not able to cancel right away. I told him that I would pay the balance of $408.38 once he got it figured out. I am a business owner and going in 100 directions... I received an email billing from them monthly where I replied every time telling them that "Kevin was taking care of it and to have him contact me." I never opened the email or logged into the account because I never felt it necessary to do so, just a waste of my valuable time.

Today I realized it was a "donotreply@***.com" so I googled their number and spoke with a young man who I will nicely refer to as Punk. He is now telling me that I am not allowed to cancel as long as I have a balance on my account. So in May I had a balance of $408.38. Since then, they have charged me $422.03 for June, July and August.

Also, out of the blue are billings for March and July of 2014 totaling nearly a thousand dollars. (My bank statement show these paid and I wonder why they are now showing up since they were not there in May when I was speaking to Kevin.) Right now my bill is at $2600.65 (a far cry from the $408.38 I owed in May) and will continue to go up until it is either paid or goes to collections... this is according to Punk. Punk also stated that I will be billed September, October and November before they send it to Collections.

This will be adding yet another $1250 to my account and by then it will be passed October so I am now obligated to use them for yet another year since I am not able to cancel before the "automatic" October renewal month they speak of.

What they are doing should be illegal! I am so angry that I cannot think straight. I was given the impression that I put in for my cancellation in May and now I am being told that they show no notes stating that I wanted to cancel but that doesn't really matter since I have to pay first.

(I am apparently one of those people that have soo much money that I have nothing better to do with it than give it to them even though they no longer have my phone numbers .. since April!) They intend on getting my account up to nearly $4000 then send it to collections. It will be a cold day before I pay them a penny over the $408.38 that I owed for May 2016 since I was 4 days into the month before I called. I will accept that but the rest is ludacris!!

A class action suit is needed, I am definitely on board... they should not be able to get away with stealing then lying about it.

View full review
Pros:
  • Fact that i could record phone conversations
Cons:
  • Lack of qualified csr and the poor business practices
Reason of review:
Very Bad Business Practices

Preferred solution: Void all billings after May 2016 and terminate the agreement.

Anonymous
map-marker Houston, Texas

LIARS AND THIEVES!!!!!

Someone hijacked my company card which is used to auto pay my 8X8 bill. I received a new card and updated the information on the 8X8 website. Fifteen days after my bill was due, 8X8 cut my service off. I went back online and paid the bill. I saw that 8X8 had charged my credit card for my most recent bill but it was higher than usual which was a late fee. I called 8X8 and was on hold for 13 minutes before someone took my call. I explained what happened and that I have been a customer of theirs for more than 3 years and have never been late and asked that they refund the late charge. The rep put me on hold for 11 minutes more and came back and said they would not refund the late charge. He said that we received 3 emails advising me that the service would be disconnected if I didn't pay and that we also received a voice mail of the same before the service was disconnected. THAT IS AN OUTRIGHT LIE! My office staff receives all our emails and voice mails and no one here ever saw an email or had a voice mail. He told me that I didn't choose the new credit card as the auto pay card and that's why it didn't auto pay the bill when I entered the new card. I told him that was unacceptable and I wanted to speak to his supervisor. He put me on hold for almost 4 more minutes and came back saying a supervisor wasn't available but he would go ahead and refund the late charge. After the call I got to thinking, the bill wouldn't auto pay for the September bill because I hadn't checked the card as auto pay (which isn't clear at all on their website - there isn't anything that tells you to check the icon to the left of the credit card to select the card as auto pay). BUT IT DID auto pay the October bill without that icon being checked. HOW THE *** DID THAT HAPPEN?????? I can't stand liars and thieves!!!!! I'll be looking for a new provider.
View full review
Reason of review:
Problems with payment
Anonymous

Crooked Company

This is the worst company I've ever dealt with by far. We spent 3 months trying to get our numbers ported over to 8 x 8 and we still haven't gotten it done. The people in this company could not care at all. Every day we called to get it done and nothing happens. Now we are cancelling our service and they are trying to charge us a cancellation fee. Don't be a sucker like I was. I should have gone with my gut when I talked to the setup person and she was incoherent. I'm a super easy going guy with a small business for 20 years I encourage you to really really really don't use this company!!!!!!!!!!!! Don't be a fool like I was. Update: 8 x 8 continues to be the worst customer experience ever! We finally decided after three months to move on from 8 X 8 because they couldn't get our numbers ported to their system. For months they blamed our existing phone company from not releasing the lines. Back and forth, back and forth. We decided to go with RingCentral. We initiated the porting 7/26/16 and we were up and running live on 8/1/16. 4 business days! Now that we understood where the problem was I contacted our sales rep about getting the activation fees and three months of service fees refunded. The sales rep says she can't help me I have to call their billing department. Boy she was all over us and helpful when she was trying to sell us. She does not care at all now. So far, we are much happier with RingCentral. Their software is easier to use and understand and their customer service has been top notch. Update: customer service said they are not giving a refund of $2,000 because we cancelled after they couldn't get things working for 3 months! Guy was a real *** - no empathy. This is a crooked company - do not do business with them!!!!!!!!!! Update: After leaving a negative review on 8X8, a guy name Joseph Castillo contacted me, it says on YELP that he is the business owner he says he wants to look into the situation. Said he had to check with management about my case. After me having to nag him twice and after nearly three weeks he says: "Sorry for the delay. I did hear back from our management team and based upon what they reviewed and discussed we will be working to better improve our coordinating and delivery of expectations. However, there is no reversal on your request for a refund. I know that may not be the resolution you are looking for but please know we appreciate your feedback and we apologize that we were not able to make this situation work for you." Do yourself a favor and run away from this company. Any business owner that would treat their customers this way has got to be a crooked thief. We have filed a complaint with the Federal Communication Commission we will see if that does anything. Going to talk with my Attorney today. If you look at all the complaints about this company, a judge will certainly want to impose punitive damages to stop them from conducting business like this. One last thing - I couldn't believe that they had so many 5 star reviews on Google reviews and heir website. I looked at the Google reviews more closely. All the 5 star reviews were 9 months ago. Seems like they rigged them some how. Look on Yelp for real reviews. More lies from this company. Don't be a sucker.
View full review
Reason of review:
Problem with delivery
Anonymous
map-marker Vaucluse, South Carolina

8x8 - Customer Care Review from Vaucluse, South Carolina

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I cancel my 8x8 service in May of 2016 and the spider that they continue to Bill me until October 2009 because I had on auto bill on my credit card I would dispute the account every month they would fabricate information to the credit card company indicated that I was still playing I could not do anything but pay to pay the bill right now with my credit card company about the matter absolutely no customer service whatsoever they are a bunch of crooks
View full review
Reason of review:
Problems with payment
Jasir Mgu
map-marker Asheville, North Carolina

Customer No Service Kings

After months, our VOIP system still does not function properly. Their system routinely loses it's programming, will not allow inbound client calls into the pre-programmed extensions, and stops transferring calls. My assistant and I have worked with the sales rep for several months until he left 8X8. Customer service tickets get some help then the system fails again. I wish our IT advisor had to work with this company for all of his customer telephone needs. 8X8 gets my "Customer No Service Award" of the decade hands down.
View full review
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Bloomington, Illinois

Packet 8 AVOID AVOID AVOID

Packet 8 really turned into another scam USA business! I used their service for years when they first started, but their service no longer worked in the new area I'm in since I moved. I have been spending weeks trying to get them to port the number over to Vonage. Vonage said it would be done fast, but Packet 8 just plays games to delay the process as requested and it looks like I lose the number. I had the same number for over 15 years. It was ported over from a landline with ease to Packet 8 in the beginning and now they block the process so they can successfully screw over another customer they once had. AVOID PACKET 8 AT ALL COSTS!!! THEY ARE DIRTY AS ALL ***!!! THEY WILL RAISE YOUR MONTHLY CHARGE 7 TIMES HIGHER THAN WHAT IT WAS WITHOUT TELLING YOU TOO!!! IT'S JUST ANOTHER USA SCAM BUSINESS THAT SHOULD BE SHUTDOWN!!!
View full review
Reason of review:
Poor customer service
Anonymous
map-marker London, England

Terrible service

Terrible handling of my account ! continued charging for services we never used and did not allow us to remove services we never used kept charging ! Ive had to call in continually with no response I've explained i will not be continuing when my contract runs out they keep client on auto renew ! poor service poor abysmal handling of client accounts customer service is a joke ! been being over charged for months ! now i see all the reviews and they all are all related to unhappy customers who were over charged and could not get there money back ! Stay well clear of 8x8 !!
View full review
Reason of review:
Poor customer service