Fuze Reviews 112

Fuze has suffered customer service issues and platform inadequacies since their acquisition of Thinking Phones Networks in 2016. Numbers take too long to acquire and physical phones require "activation windows" where you need to call customer support at a certain time to activate. You can buy phones direct at at 50% markup but they take nearly a week to receive. Customer support is poor at best with resolutions to issues taking in excess of 5 business days most times.

My experience with Fuze depends on who is handling my support case at any given time. There are a few familiar names that I can rely on to resolve my issue efficiently and accurately, and then there are others who seem to take months (seriously, my colleague has an open ticket that's celebrating its 5 month anniversary tomorrow) and end up breaking the system for my clients, interfering with their ability to conduct business. It's truly the luck of the draw.
Additionally, the Fuze portal is not intuitive and the same concept (for example, extensions) are referred to using completely different terms from page to page of the site. This has made it difficult to get my newer colleagues familiar with how to use Fuze.

Our company joined Fuze when they were Thinkingphones. The service was intermittent at a few of our branches and no explanation was really given as to why. We also felt as though we were never using a complete product and we're always on the beta release.

Fuze is a great VoiP solution as it's able to meet our business requirements to connect our users internally as well as our external customers. It was a little rocky at the start (calls dropping), but the Fuze technical support team was able to get us back on track.

The product is everything we need to be and we are definitely satisfied.

My experience with Fuze tends to be hit or miss and is often largely contingent upon the rep who handles my case. Sometimes my requests are answered with lightning quick accuracy and other times they will go unanswered for months (or lead to lots of unnecessary headaches.) I continue to remain hopeful that their service will one day be a little more stable!

in term of the physical phone itself is decent and functioning as it should just like any other vendor, however, when it comes to Web Portal or sign on into the Fuze Desktop or Web Portal with SSO, this seems to be intermittently working even Fuze tech couldn't really isolate the issue. From the quality of service perspective, it's great.

Fuze support team makes it easy to fix any problems you might have.

The support team has a very good response time. They work with you to get the issue resolved. What I love the best is, they will follow-up with you before closing an incident.

Great and easy to use phone system! Easy to use menus and simple configuration. I would recommend Fuze.

Technically acceptable, but invoicing is a real nightmare!
Administration tools (Hub and portal) are a little bit confusing when starting working on it.
Technical support is correct.
Invoicing is unclear, some dispute about bills, and many issues with billing delay.

I was encouraged by the demo we saw on the SMS and surveys but we never saw a quote that was promised before the end of the month. I have missed my opportunity to get this in the 2019 budget.

This product has been just great. I have been involved with getting started, shipping all phones, setup and support. From day 1, just great. Once I got all setup, my 80+ users had no trouble at all getting voice mail setup. Biggest problem they have are passwords to the portal - can't remember anything!! But that is my problem, not a Fuze problem. And you have 3 ways to use the phone and my users use all 3. 10% of my staff does not use a physical phone anymore because the app and the desktop is great. I use your support staff (more than I probably should) and they have been very cooperative and fix my problem quickly. Best support staff I have ever worked with.

I love the product and I love the support! But Billing questions go unanswered and unresolved despite repeated prompting.

Overall the service works well on the desktop phones. Mobile app is very buggy. Messages sent to the desktop often do not push to the mobile app. Texts go to wrong people.

The FUZE team has been responsive, transparent and diligent in resolving issues. I have been successful in reaching the tech assigned to my case to work through issues on the phone

I've had a good experience with Fuze thus far. The conference lines work great and I like the ease of the online portal. Tech Support is good for the most part but it is sometimes hard to get someone on the line.

Fuze has allowed us to step out of the telephony infrastructure game and leverage those resources elsewhere. The platform offers basic dialtone service, call flow management and/or online audio and video collaboration wrapped up in 1 simple interface. The service is license/subscription based so you can choose which services you want to consume. An operational expense model where we pay per user per month has replaced the traditional capital expense model of buying a new PBX and expansions every so many years. In our experience there are regular minor updates to the software, at least once per month we've seen bug fixes and optimizations. Once per quarter we receive a new major release which introduces new functionality. The platform continues to grow and expand, which is a big plus. Other advantages include easy to use reporting, availability of APIs to interface other systems and existing 3rd party partnerships to offer a full service experience.

Fuze offers a great collaborative product that allows our work force to work remotely and mobile. It also simplified our network management. Our biggest issue with this system is the support. Tickets will go unanswered for days and the ones that do get answered, usually do not get resolved in a timely manner.

I have a ticket that's been open for almost three weeks and has not been resolved. How many more times do I have to call?