Wholesale VoIP services provide effective service and low-cost margins to small and medium sized businesses that need a carrier solution.
iCore Networks is dedicated to providing their clients with business VoIP telecommunication systems that do more than traditional systems and cost much less. Targeting small and medium sized companies, iCore Networks brings your company the same telecommunications capabilities that are used by big Fortune 500 companies at a fraction of the cost.
Where do I start - The sales representatives are taught well. They will manipulate you into thinking their product is great and will give you no issues, but that's far from the truth. I heard their sales representative present their product and while all seems to be on the leading edge of technology, it really isn't. The company takes no responsibility for any of their network issues, from outages or no service on your phones. Not only will your phones only work 50% of the time (if that) but when submitting a ticket for support, you have to go through their help desk first and getting a response from someone on their technical side is a never ending cat and mouse chase. That is, if you get someone to reply to you. Outages happen every three or so weeks, sometimes less, causing your phones to go out every so often. So if you like paying for terrible service from tech reps who sound like they hate their jobs and never actually having your phones or circuits work, iCore/Vonage is great for you. Please do yourself a favor and stay far away from this atrocious company.
Customer service completely SUCKS, both technical support and account management in response time and in solving the issues. The quickest I have had a "high priority" ticket fixed is 6 hours, and right now there is one that it has been 3 days and it is still not fixed. And I have had multiple techs working on the same ticket because I call in to get an update and they try and walk me through the same troubleshooting steps the tech before them had be do because they don't manage their ticket system well or the employees are just too lazy to enter in what they already had me try.<br />
The phone system they gave us (Polycom VX500) has had issue after issue rising after 6 months of use. One major issue happened that it was proven it was the phones before 1 year warranty expired, but they procrastinated getting new phone and then after the one year tried to give the excuse they weren't under warranty anymore. Horrid reviews of the phones were found online after this. Our network partially discounts at least once a week for at least 1 employee's workstation, and again they take forever to get it fixed.
Give phones that have a lot of features. No other pro's
Customer service in both technical support and account management stink. Only care about making a profit and con you into buying crappy phones and then refusing service or training after minimum is met.
Stay Away...Absolutely terrible. Heard great things about them from our IT guy, but they are expanding rapidly and seem to have lost their way as a consequence. Simply not dependable. Install done improperly - many things that were promised or expected not done right or lost in the process. Has taken weeks since to get it all done and still do not have important features right or at all.<br /> Customer service is worst encountered in business setting. They ignore messages, or take very long - 2 days in one recent episode - to respond, or when responding, regularly get request wrong and so0me of their efforts have actually made the problem worse. Most important proberm: This is VOIP, so we understand there could be an issue if internet went down, but we use Verizon sand over years it's been rock solid. Now getting daily dropped csalls or connection issues, often sveral times a day/not so before switch over. They blame Verizon carrier and say they cannot correct without change in ICORE setup at significantly greater expense.
Excellent sound quality and great features, if sand when they work
Worst customer service ever encountered; never seem to fix issues without long delays and useless contacts; installation was Abominable customer service and continuing failure by them to get promised install and features to work right or at all many weeks after start. Dropped calls, poor connections and the like far more than led to believe or should be expected.
if you sign a contract with this company, good luck. You will be in for a painful and regretful experience. They use sneaky ways to lock you in for a long contract and you will have to play ridiculously high penalties if you want to cancel your contract. Our internet goes down almost every day. Dont know how many times we have lost valuable data and had to start uploads all over again because of internet issues. Its a lucky day if our internet speed is over 1mbps. Feels like we are using dialup. According to them, due to system limitations upgrade is not possible. Once it took over a day to download 300mb file. Phone system often overloads and crashes. customers are left with unhappy experience because of awful phone system. If you file a complaint ticket to them you will likely not get an answer and if you do it will be after almost a month.
poor customer service, out dated and broken equipment, aggressive business pratices
Yes, ICore is different. Most companies have an infrastructure. ICore has none. Most companies deliver what they promise. ICore does not. Most companies are competitively priced. ICore is not. Most companies care about their customers. ICore does not. More than half of their company is dedicated to finding new customers and getting them locked into long-term contracts. They don't really own anything. Everything they sell you is really subcontracted out to other companies like BroadView, Bandwidth.com, Verizon, and Level3. The BroadSoft M6 Admin portal that they use, (which is actually the old GenBand M6 thing), is antiquated and tedious. It has been around for over 10 years and has never been updated. But, why would they want to improve anything? The people at ICore have no interest in delivering a quality product. They only care about locking you into a contract and sucking your money like a vampire. Most of their technicians are hired right out of high school and given minimal training. They insist on installing an expensive data circuit, which is really a bunch of T-1's poorly "bonded" together. They overcharge for everything and under-deliver everything. But, their sales people are the best. Be very careful. I am an independent IT consultant. My largest client signed a 3-year ICore contract before they hired me. When I looked at it, I discovered that more than a third of the services they were paying for were not even being used. The data path was far too large for their needs. The backup circuit didn't work right and the failover just wouldn't. They had installed 4 POTS lines that the customer absolutely didn't need but they continued to charge $85 for each and would not allow any of them to be disconnected. Outages of one or two hours occurred weekly when the whole company phone system would go down, but nobody at ICore ever noticed until we called them. Never did they call us. When we finally decided that we had taken enough abuse, they made it extremely difficult to get out of the contract and they threatened to block the porting of our 200+ phone numbers to another company. We had no choice except to let the contract run its course. Now that we have switched to another provider, we are getting service that is 3 times better and we are paying one-fourth of what we did at ICore. We are thrilled to finally be out of their clutches. If you make the mistake of signing with them, you are likely to have a similarly miserable experience.
The sales people are very good at what they do. They show up and convince you to sign a contract.
Everything that happens after the contract is signed.
We have used Icore for well over 5 years now and are very happy with call quality. I would recommend following their technical suggestions and it will save you lots of headaches in the future. Unless you have a very good IT department who can Vlan and Qos the internal network as well as your ISP...
Quality phone service
Responsive tech support Competitive pricing
Cutting edge products like SalesForce integration
Their new technology is expensive but that is the price you pay to be on the bleeding edge of technology.
iCore Networks has been our telecom vendor for over 7 years now and we have been very pleased with their service. The initial cost was competitive with the other voice providers and as our platform expands, pricing seems to be inline with other providers. Overall connectivity is solid. As with any technology, hiccups are incurred along the way, but our down-time with iCore has been less than 10 hours over the seven year span, and most of that after operating hours. iCore has been a good vendor for us.
Quick response for support, Competitive pricing, Great system features.
User web portal for could be a touch more user friendly.
Overall we have had a very positive experience with iCore. They have provided us hosted VoIP services that is of high quality and reliable. Their customer support, trainers and account managers have been responsive to our requests. We are now expanding our relationship and trying some of their cloud service as well.
High quality service, very reliable. Good customer support and we get a dedicated account manager. Trainers are also a big positive, we have had trainers onsite and they were very helpful. We are also using some of their cloud services.
Good company, aggressive, but they follow up on everything we request.
iCore Networks provides customized solutions that improve business efficiency. The install process is carefully coordinated to meet each installation deadline. Once the service is installed, there is ongoing support from an Account Manager and 24 hour technical support. Overall, the experience has been very positive. Elizabeth - Vice President
I have never experienced such poor customer service as I have with iCore. Since signing with them almost 3 years ago, we are in a constant struggle and endless grief. As everyone has said- their contracts are tight, but they are doing themselves a disservice by not allowing the endlessly frustrated customers get out of their contracts without insanely high penalties. From the beginning we have experienced billing issues. I have had multiple account managers, none that have any interest in assisting our needs. I don't know if that is because we are a small seat (40) or because other reasons. We were sold phones that the price seemed like a great deal and investment compared to other competitors, however they sold us a product that was practically obsolete, leaving us with a system that seems impossible to move through the 5 year contract we agreed to. ICore's answer? "well that's what happens." Their smash and grab approach to sales works and gets them the contracts but after that good luck. I was sold a product that was immediately obsolete in the tech world- with a "console assistant" that doesn't work on any platform than Windows XP (sold to us after Windows 7 was fully integrated in the market). Now in order to get another application like the console assistant, I was told I had to upgrade my entire phone systems or purchase an old school sidecar for reception. Calls to our system constantly bounce around and are lost.
God forbid there is an outage- iCore does not send out email alerts, rather lets clients sit in the dark and on hold trying to get through to support for some kind of update.
Now as I am trying to make a product work (intercoms at parking locations) on iCore's networks they tell me that SIP Trunks can't be installed on my system and I would need to upgrade EVERYTHING in order to make it work. After accepting defeat (3 months in order for iCore to respond to my endless emails and give me a straight answer) I accepted an install of a copper line (way to go VOIP, useless). I said it was of the utmost importance to get this line installed- a simple 1 copper line installation and it has now taken over a month- I could have had any other company in here 2 days later but iCore of course has drug out this process so much it is painful. I should also note that I have been told 3 separate installation days and NO ONE has showed up nor have I heard from my Account Manager. Unless you are a large seat account- you will not get any attention- I know 3 other mid size businesses that are fed up with the lack of support. I could go on, but I know none of this makes a difference to iCore.
If all you want is a phone system that works and is dependable and to work with a company that cares about their clients, iCore is NOT the company to go with.
Customer Service, Billing, Account Management, Service, Line Reliability
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