Grandstream.com Reviews 12

Ordered a phone which proved to be defective. Have spent over a month going back and forth with Grandstream support to trouble shoot. They will not issue a statement acknowledging the phone is defective, thus preventing me from getting a replacement. The support is non-existent. It takes weeks for a single message to be responded to, and when you do get a response it's clear the support tech has not read any of the information previously provided, so we waste significant time going back and forth reiterating the same points over and over. My grandstream phone is essentially a $200 paper weight and the company literally could not care less. I do NOT recommend this brand, there are plenty of others who actually stand behind their products.

Absolutely no help. Our main phone was accidentally factory reset instead of reboot. We have an internet connection on the phone, but it say No Account and no dial tone. The phone # for our account rep is disconnected. I tried using the web interface, with no results. I submitted a ticket to the helpdesk. They responded immediately with a link to update firmware. The link takes you to a page that is super-long and confusing. I resubmitted another ticket, asking for actual help and they replied - Please see original ticket. This is a duplicate and the case is closed - There are tech terms SIP, Proxy SIP, DNS servers, GUI,Domain Name... Thanks for nothing!

I like the phone system. It isn't any better or worse than any other system. Customer system isn't just bad it is non-existent. If you are savvy enough on these kind of systems, you'll be okay. However, if you aren't tech savvy on these systems, you should run away. There is no customer support.

It is a good telephone company and made my life happier

Grandstream support is non existent. I called this support # 617-566-9300 and it is an AI phone, the prompts don't work and it hangs up on you. The volume on our hold music cannot be adjusted, and it is loud and annoying for the person on hold. The buttons used to adjust the screen brightness do nothing no matter what you put in. the phones are lit up like a Christmas tree 24/7.
Very poor system with lots of annoying glitches.

we're a small office and this phone is not in any way suitable. wish i'd done more shopping around cause i'm stuck with it. lots of problems. i can't change/edit anything, installer comes out to do that. lots of glitches. recording of messages time always off after time change and installer must return to correct. if i'm on the line and 2nd call comes in, call bounces to another line and i have to leave my desk to check THAT phone's history to see who called. so many buttons to push to get messages. option after option after option. i just want messages. again, i can do nothing and installer come backs out for everything. Awful when retrieving messages and you are given day, not date. phone message books want DATE so I have to look at calender to know date to use for every message recorded. Giving 2 stars instead of 1 star because I LOVE my installer but the system is a beast for us.

Customer Service is brutal. Not enterprise grade. If you want a system that you can actually rely on... look elsewhere.

Their support is really non-existant. Their HT818 is not a great product. Not worth the time or money. They really do not provide ANY real support. Never was able to configure the hardware. Will be returning it and looking for other devices from other competitors.

I have just implemented a UCM6301 PBX with a SIP trunk.
The PBX is really nice, it works really good and has plenty of options.
But the best point of grandstream is their support.
I had a problem with the PXB (it was my fault),
and they remotely connected to the http interface to find out the solution and they even remotely connected by ssh to go deeply on the issue.
And all of this was made in less the 72 hours.
I would like to specially thanks Abdenasser for the top notch support

I have specified and implemented a number of voip solutions based on Grandstream IP phones and their UCM PBX.
I like the equipment design and functionality, BUT
The support is far from acceptable. It is slow, the support staff do not read and understand the information given and it is very unreliable.
Having said that, it is apparent that the quality of their manufacturing leaves a lot to be desired. My customers have a number of GXP2170 handsets that have failed when just over 3 years old with the same problems..
When finally Grandstream accepted that these were latent defects, the UK distributor did not want to know. There was no repair option, no replacement and no spare part availability.
When finally a new GXP2170 was ordered and delivered, it too was faulty and unusable.
When a ticket was raised just 10 days after purchase, Grandstream Support just asked for the same information provided to them when the ticket was raised.
I will not recommend this equipment again, which is a shame as when it works it works very well..

Extremally poor customer service on webchat. When it comes to technical issues they become silent. However, I am a paid client. You gotta fix my business number issues on my phone app!!!!

And on sale, they have a lack of knowledge about technical issues to divert clients.