Austin_Entrepreneur

I signed my business up for Fonality about six months ago, and the problems are still ongoing.
First it was the softphones. We set up our system with the router and dedicated VOIP bandwidth that Fonality recommended, got blazing fast internet, used their phones and had their techs walk us through installing the HUD. Still, for the first couple months we had problems with the phones taking 2-10min to dial out and the HUD consistently crashing, which was painful since we're trying to launch a call center. When we contacted their tech support it took us at least a dozen phone calls to get absolutely nowhere, but we kept pressing until we got someone on the line who claimed to be the head of the tech dept. After explaining our issues and going over the details of our system, he told us he'd get back to us, "...after I google it." So here we are, three months into starting our business and unable to hire anybody b/c our phones don't work.
Tech support never got back to us, we fixed the problem ourselves (turns out we're better at Googling things than an IT professional).
To compensate for the problems, Fonality agreed to let us slide on the monthly payments for the months that the service didn't work. Sounds good, right? Sure did. Then, several months later, without making prior contact aside from a "miscommunication" that told us our balance was covered, we get an email informing us that our latest charge didn't go through. We called in to fix the problem and were informed that we were being retro-actively charged for past months - months that we were told we were getting comped. Unfortunately we never received a written detail of what we were getting (or any other helpful correspondence), so they took us for all they could get. The only thing they did right was offer to cancel our contract, which does me no good b/c my business relies 100% on our phones. Needless to say I'm looking for another provider.
Cliff notes: Poor tech support, ripped us off hundreds of dollars without notice and chalked it up to a "miscommunication", were unwilling to bite the bullet on their numerous mistakes, even though they acknowledged them.