Review Time
We run a large company and use Twilio to supply SMS numbers for our clients. There is a new regulation in Australia that requires clients to provide documentation to obtain a mobile number. Support has been shocking , 24hrs between response via email. We uploaded a document for a client and Twilio said it has passed the check. But it’s still not working correctly. The whole process is confusing and support is so bad
The worst support there is.Issue: just launched my website. Verification SMS NOT RECEIVED by registrants consistently for 3 days now. Very critical.1. Replies to emails once every 24-hours - for a company who’s emailed me that their support team is available 24 hours a day, makes you wonder if they are doing anything or do they have too many issues2. After 3 days, 3 emails, they just mentioned now that they will check with the carrier - In their system, it says that the SMS was DELIVERED. That means that from the site, the message already went to Twilio and delivered to carrier. It took them 3 days to figure out that they need to check with the carrier.3. Did not even check my account - For the last 2 emails, they’ve asked me to register my alphanumeric number. They’ve already done that for me when i started using their system a few months ago, and weve done numerous tests.
All i wanna know is how do you make a simple 2 way call in any language? For a telephony company this should surely be a simple task but no.No example programs... No example websites to show this??when you raise a ticket no answer??Wish i could get my money back.
UPDATE: To be fair Twilio did come through and apologized for the way the issue was handled. I was contacted by several representatives, including the department head that promised to take steps to make sure this does not happen again. ______________ORIGINAL POST:My company's phone system has been down for 5 days now. 5 DAYS!!!! After about 2 day they finally replied to my support ticket saying they took a look at my account and I need to reset my password and token, when that is not even the damn issue. I wrote back explaining the issue and no reply. CAN ANYONE IMAGINE THERE MAIN LINE OF COMMUNICATION WITH CUSTOMERS BEEN DOWN FOR 5 DAYS AND YOU CANNOT GET ANY HELP?!!!! TWILIO YOUR CUSTOMER SERVICE IS HORRIBLE!!!Customers should NOT have to pay $250+ for good customer service. I'm not standing for it. Customer service comes with the purchase of the product. The American Way.
The product is average good, but the Web Dashboard is the MOST confusing website I've ever been in. It is so frustrating... It's hard to do anything... We have one account with 2 sub accounts and just being able to find the phone numbers you are using is just... and ordeal. I recommend part of the product, but the website needs serious rethinking.Also, the SDK/API is VERY confusing. It is very hard to set up yourself. I've also reported many bugs in the libraries that got fixed, but brutally interrupted development.
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