It’s easy to get lost in minutia and quibbling over such.
The bottom line, at least for us, is:
“Give our outsourced support contractor (who has proven to be untrustworthy) unfettered root access to your system” is not acceptable as a requirement to get support for us.
Taking weeks or months to respond to new tickets or updates to tickets, much less actually fixing things, is not acceptable to us.
Sangoma gets to choose how/if it wants to deliver support. All we can do is decide if it’s minimally acceptable in order to recommend the product to our business customers. As of today, it is not.
2 years ago, there were 2000 tickets opened (not support ticket) to fix bugs, add features, …Etc, on any version of FreePBX (from 13 to 16).
You can imagine what the situation is now.
Sometimes I tried to remove duplicate tickets and already fixed from the list.
My idea was to schedule a developer to work on the easiest tickets for a week, and change this person every week. But I never saw this idea in practice.
This way works pretty good.
Everyone told me, yes it’s a good idea. But nothing.
I’ve already posted it in this thread, in the very first post.
They called this AM, barely understandable, to tell me “we are looking into it”. I don’t understand why they would call to tell me nothing has changed since I prodded them yesterday and they reported the same.
if not, and this means what it appears to mean, you might not want to be so obviously biased in your statements. Not a great way to receive any support from global companies.
Yes got the ticket details and we are checking internally, I have asked my colleague to provide your intermediate updates so you are aware of the progress.
Posting so the thread doesn’t get locked by that ineffective system.
One month and no progress. Poor front-line support person has been relegated to an ineffective go-between whose English skills make communication with him very difficult. Case has been open so long he’s now asking me to do things that were done weeks ago and reversed, so we’re going in circles.
I don’t think this is a complicated problem. I think the complication and unacceptable timeline is entirely due to not being able to access people with the correct knowledge/skills to see and fix the issue. Sticking a person with limited knowledge and communication skills between the customer and the people who can solve the customer’s problem doesn’t make for a happy customer. The loops looks like this:
“We need to do X”
“We did X three weeks ago. It didn’t resolve anything.”
“Okay, I’ll let them know.”
Today support is asking us to repeat tests we’ve already done twice.
Meanwhile, we tested another provider’s SIP trunk and it worked out of the box.
I have no explanation of why, as I am not a SIP expert. Presumable Sangoma is and would be able to quickly diagnose with both packet captures and Asterisk logs, but that doesn’t seem to be the case: Instead of offering a fix, we are asked to repeat tests and provide more logs.
Presumably? I mean, if that was a possible solution it seems like it would a fast, simple thing to try that would have been suggested within days of the ticket getting opened last year?
We’re cutting and running here. Support called Saturday morning and woke me up. Again later Saturday morning. I declined both calls. Today they wanted to schedule a call to “discuss the reported issue”. We tried to work within the system to remedy this. The competence, speed of progress, and communication ability…none are acceptable.
I don’t know why this suddenly stopped working, and continuing on this path expecting anything more than what’s happened over the last month is foolish. The other SIP trunking option just works, without a month of log file and packet captures.
I did ask 4 days ago if you where using pjsip on this new trunk that works flawlessly. I’ve also asked if you could switch this SIPStation trunks to pjsip.
