Review Time
I’ve been with my new company for 6 months. We are a remote company, with employees all over the world, and clients here in the US. This is the first time I’ve used Aircall, and I haven’t liked it since the beginning. It’s not intuitive, it disconnects often (for all of us, despite where we are in the world, or what our internet connection is), and the settings to personalize certain aspects are limited (this could very well be admin-controlled, so that’s another issue). But either way, it’s become such a pain in my side, I am embarrassed to call my clients and constantly have “technical issues” due to Aircall. Management is finally recognizing the same issues, so hopefully we will be looking into a new phone system to replace it.
I’ve been with my new company for 6 months. We are a remote company, with employees all over the world, and clients here in the US. This is the first time I’ve used Aircall, and I haven’t liked it since the beginning. It’s not intuitive, it disconnects often (for all of us, despite where we are in the world, or what our internet connection is), and the settings to personalize certain aspects are limited (this could very well be admin-controlled, so that’s another issue). But either way, it’s become such a pain in my side, I am embarrassed to call my clients and constantly have “technical issues” due to Aircall. Management is finally recognizing the same issues, so hopefully we will be looking into a new phone system to replace it.
The service is ok, until you need assistance or to cancel the membership. This team charged us over $9K even after I tried to cancel the membership. They have no phone number to call, and all their forms to fill out for assistance came back to my email, saying they were old emails I was using and not monitored. When I went to the cancellation page, I kept having tickets logged to cancel, but they were immediately closed as though my request was complete. I finally got an email where someone responded and told me I would be put in touch with the correct department, only to be ghosted for weeks. I am now reporting this company to Fair Trading.
The sales person said I can cancel anytime just to get me to sign up. The set up was very difficult and was offered little support outside their very slow and clunky customer service team. We ended up closing our SDR department so we no longer needed aircall, and part of the reason why i signed up was because i could cancel and close the account anytime. Well, apparently that sales person either lied, or the customer service team wants to make life difficult for me. For months now I've been trying to close the account and they say they close it, and proceed to keep charging us. I made another request today to close the account and stop billing - but, I;m probably going to have to go through another merry go round and waste my time reminding them of the agreement they made with me. And the cycle goes on. A very clear example of choosing money over customers.
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