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  • 1.  SMS Campaign Registrations

    Posted 08-01-2024 10:01

    Since the 8x8 administrators close the previous thread on this subject that is impacting so many customers, I am adding this new thread. I feel that we need to keep this thread open and NOT shut down by the administrators. I want to hear from other customers on their experiences. I have been waiting well over a month for my registration to be approved. Also, I would like to point out that we did not forget or we did not ignore communications from 8x8. When we received messages from 8x8 that customers would need to register, I personally called 8x8 TWO different times and spoke to TWO different agents, and they both told me that we did NOT have to register since we were an Express customer. After hearing this information TWO times, I understood it to be true and it turned out it was not true when our SMS service was turned off  without notice. 

    8x8 - what are you doing and how are you helping each and every one of your customers that YOU negatively impacted?



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    Jeremy Bright
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  • 2.  RE: SMS Campaign Registrations

    Posted 08-01-2024 12:59
    Dear Jeremy, 
     
    Thank you for getting in touch and sharing your concerns. 
     
    I sincerely apologize for any inconvenience you have experienced. We value your feedback and understand that the process was not clear, causing confusion. We are committed to resolving this issue as quickly as possible. We have successfully resolved most of the outstanding SMS-related issues and are currently working through a backlog of open campaigns. We have improved our processes and relationships with our partners and carriers to expedite this resolution. 
     
    We would like to work with you directly to ensure that we resolve this issue to your satisfaction. Once again, I apologize for the frustration this has caused and thank you for your understanding. 


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    Alina Maxim
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  • 3.  RE: SMS Campaign Registrations

    Posted 08-01-2024 14:28
    Edited by Wedding Center EXTENTION 103 08-01-2024 14:34

    ||negatively impacted||

    I can closely echo your story. 8x8 is horrible at follow-up and follow-through. I have done everything that has been requested of us. They initially said they had 14 days to fix it I'm going on a month since I contacted them to resolve the issue. I've made numerous calls to them and they keep saying they will follow up, call me back, tag someone on the ticket, or get it taken care of. Nothing has been done, I'm extremely upset. I've also been waiting to talk to my so-called account manager for over 3 years and never once have been able to talk with the person. I've been a customer with 8x8 for about 17-18 years now.



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    Wedding Center EXTENTION 103
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  • 4.  RE: SMS Campaign Registrations

    Posted 08-02-2024 03:14
    Dear Valued Customer,
     
    please allow me to begin by apologizing for the overall negative experience.
     
    For your SMS related concern, please rest assured that we are hard at work to ensure this gets fixed for you as soon as possible.  We have improved our processes and relationships with our partners and carriers to expedite this resolution. 
     
    Regarding communication with your Account Manager, a call with him will be arranged; he will use the number we have on file for you in our ticketing system.
    Once again, I do apologize for the inconvenience.


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    Alina Maxim
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    Original Message


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