Convergence Systems

Review: Convergence Systems changed their names to Convergence Communications. just a reference to this complaint as the only record is still under the old name.

I entered into a two year contract with this company to manage and provide Voip phone service to our company. We have a unique work environment where all of our employees are home based. We were searching for a cloud solution for our current Mitel phone system. the Convergence sales rep stated 100% satisfaction guarantee and of course was very agreeable to all our needs when selling. Once we entered into the agreement we have had nothing but connectivity issues, Dropped Calls, and other miss handling issues with setup and ranging from numbers being ported in incorrectly, Phones being set up wrong and the issue persisting for months before a solution was found, To dropped call, delays, Tone recognition issues, our number not being able to call out because it thinks we are calling from China, and the list goes on and on and on. I have been made aware that there may not be any Mitel certified technicians on board to even research and resolve these issues correctly or in a timely fashion if at all.

I estimate I have sent over 50 to 75 Trouble tickets to this company. Now many have been resolved but the resolution time is very very unsatisfactory, 2 weeks to 2 months at times. Now keep in mind I have only been with them for 11 months so far and the list keeps growing. Currently I have 6 tickets outstanding and have for over a week with response to only one saying it will take more research. when asked how long I received no reply. When I asked to be let out of the contract due to poor service and them not holding up top their 100 satisfaction guarantee I received a NO!!! This came from their brand new operations manager who said he would have to ask the CEO of this 10 to 12 man operation and that was also denied to me. After several emails to the CEO and a lack of honesty, integrity and service I am filing this complaint. I have reached out to MITEL directly to file a formal complaint due to my experience and their lack response and service.

I have given this company many chances to make things right and I am meet with no solutions. I will do what I have to notify the world of this colossally bad and unethical business if I have to fulfill my end of the contract even though they are not.Desired Settlement: I want out of the terms of this agreement as I feel they are not fulfilling their end, but they wish to hold me to mine. I am 100% not satisfied with their service and I do not wish to subject my clients to the delays, dropped calls and other issues we have experienced since day 1. Not to mention I do not want to waste anymore time submitting tickets that do not get responded to in full, or fixed to my satisfaction.

Business

Response:

The customer in question is supporting his end users from home based public "AT WILL" internet connections "WITH NO SERVICE LEVEL AGREEMENT" not suitable or designated as business class service. As a result they have and will continue to have voice quality, packet loss, dropped calls etc. All consistent with the type of connection they are using. We have no control over the type of connection the customer puts his end users on. The hosted or cloud based system they are leasing from us under the contract they entered into is experiencing no issues. All issues are related to end used internet. We have expended numerous hours and dozens of tickets to diagnose issue related to end user local connections, bad router from their internet providers, improper networking, viruses on the local computers in an effort to show the issues are not related to the leased equipment at a tremendous expense in both times and resources.

Please see attached white paper.