I tried to reply to my previous thread on this, but the “thread is locked after 31 days” thing means I have to start anew.
Case 01772266, opened December 27. Since then it’s been touched twice:
Person didn’t bother to read or didn’t comprehend the detail we took the time to provide in the ticket.
Person transferred the case without notifying us why.
A big fat ZERO done to solve the problem. ZERO.
We cannot continue to recommend FreePBX any longer. Code quality, support, intangibles have all degraded to the point that I don’t see it as a viable commercial product, based on my 30 years of experience in the tech industry.
It’s sad that it had to come to this. @FreerPBXer has been beyond patient after multiple threads, tickets in the issue tracker and with support have been brushed off. They have experienced the same issue over and over again across different installs (they are not the only ones reporting this) and got no where with support. Now that they are feed up and declaring to no longer push/sell Sangoma the VP of Open Source steps in with an escalation.
There have been plenty of opportunities for Sangoma to handle this in a proper manner that would give some confidence and resolution to a partner that actively sells Sangoma commercial solutions from licenses to phones (software and hardware based). It is much easier to keep goodwill than it is to regain it with a customer/partner. Sadly, it seems it’s now the latter which takes more work.
All of my local “competitors” in this part of the world would concur, none of them will touch pbxact or even freepbx now, they all recommend and install 3cx (except one who chose mitel /shakes head/) with some hotels they are choosing grandstream 48p gateways over the vega’s making complete separation from sangoma, even I have had some clients insist on 3cx in past few months, it seems those seeking new phone systems away from ye old traditionals, do, do their own research, and not all like what they read.
nb: I’m not nor ever have been a sangoma reseller, I purchase from a reseller (mostly the vega’s) so I’m free to use whats best for my clients, and its a lot cheaper for them for me to buy a macro-type PC, and install configure freepbx, then it is to buy and sell pbxact’s (and the hardware although same size makes the pbxact model appear gutless in performance), I dont care for quick bux, I care my clients are happy without being ripped off, no matter their business size.
Well, with 3CX you are also forced to pay a lot of licenses.
You have to do something else? You have to pay another license and again and again.
Their business model is dangerous.
You can sell 3CX support for your client, it is made for 3CX and not for you. And a year later, 3CX steals your contract with your client. 3CX will work directly with him. There have been so many cases in France.
I left 3CX many years ago, after being deliberately left without support, threat of licence withdrawal, and other bad actions. I don’t care for this company at all. No matter whether their product is good or not, you have to consider how the company operate.
As I mentioned and detailed, we no longer allow your outsourced support unattended remote access to any systems we support. This is entirely due to them making changes without permission MULTIPLE times, after we specifically said not to do this.
“Give us unattended remote admin access to your system” is not support. And it’s utterly foolish for anyone in our position to do.
Back in the days of Rhino when I did support we had these requirements to allow ssh or a reverse shell with root access. That said we built a level of knowledge, service and trust where people didn’t think twice about it. We also worked within US timezones so it was rare it had to be unattended. I think if support was putting forward a level of knowledge, excellence and service to wow the customer base the attitudes would be a lot different. Also I think they should consider adjusting shifts to align with the The user base which is mostly in the Americas
THAT.
I’ll be darned if I can remember his name, but there was a fellow out here on Bainbridge Island who used to pick up my tickets when he saw them. I trusted him implicitly. The current support, uh, whoever they are, does not have the same integrity or competency. At all.
only if you’re greater than SMB, we do a lot of real estates, lawyers, retail, a couple vetinary, dental and GP practices, even an MP office that fit into the SMB 3cx free tier, granted, given their businesses they dont require complex configurations, and I’m very aware 3cx previously took away the free tier before bringing it back, so may very well do so again.
3cx free tier is not suited for larger businesses, nor hospitality or mine camps, however, vitalpbx seems to be becoming rather popular and if sangoma destroy freepbx any more I will make the time to investigate its use.
This is exactly why I’ve moved all services I can currently move, to ClearlyIP. Customer service with Sangoma is among the worst of any company I’ve ever dealt with. And ClearlyIP is clearly among the best.
Glad to hear that your issue was self-resolved. Please consider expounding on your solution in a new topic so that other users may learn from your work.
Hey man, if you want you can PM the details of your issues. I just helped someone figure out their Page Pro issues after support claimed they couldn’t find a problem. If it’s something commercial I can debug it as much as possible without having to look at code.
