Two years of service issues, slow projects and no escalation – cancelling despite penalties

Our company has been a VOX client for nearly two years, and unfortunately our experience has been characterised by ongoing service delivery issues, extremely slow turnaround times and poor communication.

Despite repeatedly attempting to resolve matters directly with VOX, we have now cancelled all services and are paying cancellation penalties simply to exit the relationship.

During this time we dealt with multiple account managers, project managers and support teams, yet the same issues continued to occur regardless of who was assigned to the account.

Recurring problems experienced

• Projects such as new line setups taking up to two months to complete • Long periods without updates, requiring repeated follow-ups from our side • Technicians arriving without the correct project instructions, even after prior meetings explaining the setup • Incorrect IVR configurations, including recordings playing on the wrong numbers or multiple recordings overlapping • Critical lines failing, including our emergency line not ringing • Support teams requesting information multiple times even though it had already been provided

One example involved our holiday IVR recordings, which were implemented incorrectly multiple times, including recordings playing over each other or incorrect audio being used, even after confirmation from support that the issue had been resolved.

Interactions with VOX

Escalation attempts

Due to the repeated operational issues, we requested a meeting between VOX management and our CEO in order to escalate the matter and discuss the ongoing service delivery concerns.

Unfortunately, we were eventually informed that management would not meet with us, despite the history of issues experienced.

For a client experiencing ongoing operational problems, the lack of escalation options and refusal to facilitate a management discussion was extremely disappointing.

Cancellation

Despite the extensive service delivery issues, VOX declined to provide any concession on the cancellation penalties, even though the cancellation is directly related to the service problems experienced.

We are therefore left paying cancellation fees simply to move away from a service that has consistently required excessive follow-ups and corrections.

Final thoughts

Over the past two years we have spent a disproportionate amount of time:

• Following up on requests • Repeating the same instructions to different teams • Correcting incorrect implementations • Waiting weeks for relatively simple configurations

Based on our experience, we unfortunately cannot recommend VOX to other businesses that require reliable telecom services and responsive support.