If Its Not Easier Than an iPhone, I Dont Want to Use It

By Michael Bremmer 

Recently I sold a family friend a new hosted system to replace their legacy phone system. 

It’s been a disaster. 

“We’d do better communicating with smoke signals.” (A quote from my favorite video about hosted/UC from YouTube.)

I’m not a big hosted guy, so I turned this over to a high-end provider I trusted with their own MPLS network and required my friend to do a complete technical/security audit of his network with a certified third-party provider to insure his experience down to the handset. (He needed to do this part anyway.)  

Alexander Graham Bell invented the phone in 1876 for the express purpose of communicating inexpensively over long distances. In 138 years and trillions of dollars later, I’d hope it work a little better. 

When I asked the supplier, “Where did we fail this customer?” the responses were:

  • “Not everything will work the same way”
  • “We can’t offer that without this gadget”
  • “His employees are older and that’s the problem”.
  • “Oh, you want that feature, that’s going to be $15 per device more monthly”.
  • “The customer wasn’t clear enough up front about their business operations”
  • “The customer wanted advanced features like do not disturb, one butter transfer to voice mail and call recording.”

My frustrated friend asked me “Didn’t I ask the right questions?”

Yes, he did, but no one bothered to listen.

The provider is trying to make this right for my friend and I believe they will, eventually. However, it would have been nice if it just worked as advertised.

Michael Bremmer is the CEO of A trusted adviser to Fortune 50 companies and MSBs, Bremmer’s passion is customer service. With more than 20 years of experience in the telecom industry, he fervently believes the act of communicating with other humans shouldn’t be difficult, considering we’ve had at least a few thousand years of practice as a species. Bremmer is a member of the 2013-14 Channel Partners Advisory Board.

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