Gradwell Avis 460

4 weeks to respond to a customer query who was having issues with dropped calls?

Excuse was "we were managing the merge with OneCom" (who are dreadful anyway). Totally unacceptable.

The customer Service operative was understanding of a very difficult situation and was sympathetic to our requirements.

The situation was resolved very quickly and with the minimum of fuss.

Great service & setup. Handy tools, simple set up.

the communications between the cancellations team and our sales account manager is effortless. Its good that within the departments there is an easy way for them to communicate with each other. I really like Amie our account manager, who has a high level of integrity, and helped us migrate from our 100mb lines to 1000mb line. I didnt have to jump through red tape to get info and responses, Amie our account manager is very easy to talk to and message on teams.

Tech support non-existent. Not sure what has gone wrong as they used to be really good and reply within a day or so. My latest issue is currently nine days without a reply.

Ziri, was very professional and solved our issue with ease. He stayed on the line until he knew that the our system was running correctly.

awful customer service, very rude & patronising.

Didnt receive support when required.

Wasted two weeks of our time.

Had several years of service from Gradwell, can highly recommend.

Great customer support provided by Riley Phillips in the support team, managed to resolve the issue with patience and perseverance clear concise instructions and dealt with professionalism

As good as I can realistically hope for a company to be. Responses are generally fast and you always get to speak to real people, based in the UK.

The people know what they're doing and you get to know the team (and they get to know you), rather than deal with someone different every time. This means you tend to get resolutions faster after a while as they will learn your nuances.

There are some rare times where they have dropped the ball (usually due to someone being off so a communication was missed), but they deal with those instances well so I've never had a major issue. The overwhelmingly good customer service makes this a 5/5.

I called this company with an urgent problem and they were incredibly responsive, and were able to solve it straight away.

Customer service at its best, thank you!

Request made to Gradwell via email. Prompt response asking me to submit some information - issue then resolved effectively and efficiently.

Poor customer service especially from lisa, raised a case due to faults on their outbound in writing, gave clear date and time stamps not that they were needed given ALL outbound calls failed! Took them over a day to respond and ask for timestamps which were already provided.

I was shocked. even AI chat bots give better template scripted response and dont make you wait 24 hours without a phone service for the privilege.

Disappointed as a customer of over 15 years....

I have been with Gradwell for many years. The service provided has always been excellent and good value. When I've needed to make changes, had questions, or, very very rarely, had a problem the response and follow up has been first class

Joseph Rodriguez was very helpful when I did not have any internet and he transferred our work line to my mobile very quickly. Very friendly and helpful. Thanks Joseph for all your help

Just moved over to Gradwell using the Wave phone system. Great smooth service so far!

Always answer the phone and ready to help when we need it. We are a large MAT many schools and we help help fast and Gradwell supply. A++

I have been with Gradwell for 20 years + and it's always refreshing to get a positive personalised professional response to queries / tech issues / accounting.
Keep it going!

I have been with Gradwell now for about 5 months and I have been extremely impressed with the level of customer service and support we have received.
We have a 3CX hosted server, SIP trunk and several WAVE VoIP servers.
We have a dedicated account manager, who is always on hand to assist, as well as access to responsive, professional and knowledgeable provisioning and support staff.
I was dubious taking on yet another VoIP provider, but Gradwell have turned out to be significantly better than our other suppliers.
Highly recommended.

I've been a customer for 20+years before most even knew what VOIP was! The gradwell product is great. However customer service/support is the exact opposite. When it works great, but when there is a technical or other problem, it's an absolute nightmare!
If it's business critical for customers to be able to reach you on the phone then please stay away as bottom line it's going to have a very negative impact on your own customer service delivery.
For me it's not been business critical, but I've already started the process of migrating away. Long over due, so you could say I have only myself to blame