Messaging for Sugar (SMS) by Faye

We have had a very poor experience with the Faye team regarding this product. We used it for over a year with no issues and were happy. A bug arose in January, and since opening the case with their team it is still not resolved almost five months later. We have not been able to launch the product back to our users for the majority of this timespan. Not only have we been passed around to multiple people on their team, with emails consistently ignored and "escalations" not leading to resolution, they also declined issuing a customer credit and provided inaccurate billing reasons for doing so. After over 100 emails with their team, it has been an all around offensive experience to try and be heard as a customer. If we hadn't sunk a year into the product and built processes around it, we would be walking away.

I have loved being a part of the Sugar ecosystem as a customer for over 7 years, and the experience I've had with Faye is nothing like what I expect from this community. Issues will arise with any product, but if a support and customer service team is uninterested in resolving customer issues you end up completely stuck. I do not recommend this product, or any Faye products, to fellow Sugar customers.

1. 

   Support @ Faye

   9 months ago

   I’m sorry to hear about your experience! This is definitely not the kind of service we strive to provide. I believe from our conversations on the support ticket the overall issue has now been resolved.

   I am working with my team to ensure we prevent this in the future.

   Thank you for bringing this to our attention. We appreciate your feedback as it helps us improve our services.

   If there is anything else I can assist you with, please don’t hesitate to let me know.

   Best Regards,

   Rachel Ortiz Axia Product Manager