We have found Jive VoIP to be a lousy product for our business.
To get their product to work, they downloaded free third party software onto our computers. We didn’t know they were going to do that.
In the nine days we had them, we were not able to use their software. We could not make or receive any calls because we never got a phone number through their soft console. We had them for nine days, and were never able to use their services for our customers.
After making a call to Jive, we found out that our point of contact, a Project Manager, submitted the numbers we wanted to his telecom team. They checked the availability through different back end carriers. Each submission could take between 24 – 48 hours.
We were paying a guy to check to see if phone numbers are available. He then asks other people, who then check other places. We did not know this was how Jive operated.
Due to all of this, the delay, the relay, just nine days of first joining the service, and still not having any phone numbers, we cancelled our service with Jive.
We knew it was not going to get any better. If this is how difficult it is within the honeymoon period, the rest of our relationship with them would not get any better. We knew this. We have been through other phone carriers and it didn’t work out with them.
Though we were getting more and more frustrated with Jive day by day, we tried to give Jive a fair deal before we cancelled.
We were leaning toward cancelling, but, we first decided to ask if somebody could walk us through a demo, so that we could possibly see all that we would miss. Cheers POS wanted Jive to show us all they had to offer. (We do demos for our leads before we board them in addition to a 21 day free trial.) We were told by our contact, a Project Manager, that a System Trainer would be happy to help us with this, but, we really should have a phone number first.
Our Project Manager was trying to push us to get a phone number, even though he was not really helping us to get one we wanted (and we tried MULTIPLE options), and it was not until we asked about the delay did he tell us how the process works over at Jive. The Project Manager was REALLY trying to get us to a phone number at that point, though, it felt like he couldn’t be bothered before then. Passivity until you want something is not good for a relationship.
The no-number got annoying. We would request a number and a time later, they replied along the lines of, ‘no, sorry, that’s not available.’ We tried between 6-10 different numbers. They did suggest one, but, our Owner did not like it. We would suggest a phone number and would not get a prompt reply. We had to wait for our, “Computer says no. *cough*,” reply.
–Do not rely on you being the only option. You’re not. We were being treated like everything was set in stone. It wasn’t. Jive was lollygagging. What’s worse, is that they were not forthcoming (either before we went with them or after) about why the delay in replies until we asked them. There is much too much competition these days. We did not initially go with Nextiva, but, we have found it to be WONDERFUL for our business. We have been through Ring Central, Vonage, and Jive. It took us a while, but, we have found what we need. If you are not what your customers or leads need, they have no reason to keep you. They have plenty of options. They chose you for a reason. If you have them as a customer, as long as you do not throw your employee(s) under the bus, do what you can to keep the customer as YOUR customer.
–Be upfront with your customers or leads so that they know what they are getting into and you do not get bad press.
Trying to get them to cancel our service (which required our contact giving our information to another person, who e-mailed us a form to fill out), was like pulling teeth. We started the process one week. We did not receive confirmation until the very end of the next week. Too many people, too long a process, not a great service. There was no reason for our issue to change hands so many times.
People believe negative things on the Internet more than they do positive; at least they remember the negative more. When Jo Anybody can bring down a large corporation via viral traction, you, business owner, do not need negative publicity. If there is something your product cannot do, let your leads know that, before it becomes an issue. When you can arrange your product to better suit your customers, do that. If you cannot do that, let them know why.
–Some may be asking WHY did Cheers POS go with Jive if we did not know what we were getting into? Good question! We thought we did. Jive presented themselves well to us AND we were trying to save a little money, being a start up and all. We have learned the difference between value and price. We have a MUCH better value with Nextiva — and they price matched! They are doing WAY more for us than any of the other VoIPs we have had.
DO NOT TRY TO SAVE MONEY JUST FOR THE SAKE OF SAVING MONEY. Compare value. Ask questions.
Speaking about value, Part II, brings up, again…Employees![We do not fault the employees at Jive, as much as the entire business itself. We suspect that the Jive employees were doing well what they needed to do. Jive’s employees were good…we just didn’t need Jive for Cheers POS at this time.]
The next installment is a first hand account/interview of WHY we always go on about employees, having enough of them, and being good to them. First hand.