Virtual PBX unreliable 30 November 2012 Reviewer: Dan from San Diego, CA
183 of 349 people found this review helpful
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We were with Virtual PBX for almost 2 years. Being a growing business we rely on our phones for all of our business. Over these 2 years we had issue after issue with this service. At the end we were having 2-4 hours or more a week of unexpected down time. Often our phones would just stop ringing; calls would still go to voicemail but not to the phone. Their level 1 technicians, though nice on the phone, are not knowledgeable enough to resolve anything more than basic issues and wound up taking 1-2 hours on average to resolve anything. Their "24 hour support line" is seldom answered after hours and voicemails are not returned. On Election Day they oversold their circuits, this caused us to loose approximately 40%+ of our calls that day. When presented with this they replied by critiquing our business and stating "we didn't have enough operators to handle all of those calls anyway". With all due respect VPBX we were paying you to provide phone service, not evaluate our business and what we are capable of handling. By the way we did have enough people staffed to handle the traffic had your system been functioning properly, more labor costs lost to Virtual PBX. We tried over and over again the whole time we were with Virtual PBX to resolve these issues all to no resolution. At one point they even deleted our phone number "by accident" due to an internal miss communication; this cost us 5 hours of down time on that day alone. In all of these issues they never stepped up once or took responsibility. Most issues were just dismissed or never replied to, it became so frustrating and we don't even want to think of how much time over our 2 years we spent dealing with them and their "system". All in all Virtual PBX failed to meet any of the expectations they stated as far as support, uptime, and reliability. I would not recommend this service and advise you look elsewhere if you need a PBX service. I personally rate Virtual PBX no better the Google Voice, which is sad for how much they charge, which is by the minute (read the fine print).
Dan
Network Administrator
MCSE
In summary, I would not recommend Virtual PBX to a friend.
