We have been working with a company that was wavering between PBXware and Thirdlane. They have demos running of each option and are testing all of the features before making a final decision.
When testing inbound faxing (fax-to-email), the company ran into an issue on the Thirdlane demo. They reached out to Thirdlane support – it is worth mentioning here that their support department is just one person – who had no idea that their system even included inbound faxing. So much for troubleshooting the issue.
Fortunately, the testers were savvy enough to resolve the issue themselves, but left with a feeling of wariness about the utility of Thirdlane support.
Our Account Manager on the case made this poignant comparison: “If you bring your car in for an oil change only to find that the mechanic didn’t even know your car had an oil filter, you will be peeling out of there faster than you can say ‘rip-off’.”
In all seriousness, no platform is perfect and you are going to need support well beyond the initial purchase and installation. Don’t settle for anything less than an experienced, knowledgeable, and dependable team of support professionals.