20 or so days ago, I posted a thread about my experience with Telnyx support. I wanted to do an honest follow-up on this.

A couple of days after my post, I received an email from Paul at Telnyx asking me if we could discuss over the phone about my ongoing issues. Paul was very helpful and took the time to listen to my problems, help me resolve all my ongoing issues, and we went over how my past issues could have been better handled.

ISSUES

We identified several issues that Paul assured me would be improved

1. Overuse of canned responses
2. Asking for call samples and having those expire (past the 72 hours mark) before the staff look at them forcing you to provide new call samples
3. When opening a live chat, someone will respond telling you they will look at your issue but still no replies 6 hours later.
4. Staff handling tickets not reading the information you previously entered makes you repeat yourself.
5. Always having someone different replying to your ongoing issue feels like you are starting all over again several times a day sometimes.

Paul was very candid about the use of "canned responses", they need to stop and instead give more useful information.

WHAT TO DO?

In my case, it is unfortunate that I felt like my last resort was to use Reddit to escalate my tickets. It is my opinion that Telnyx's support personnel is short-staffed (what company isn't?) and may be overworked.

But if you are ever in my situation, here is what Paul suggests you do:

If in the event that support doesn't understand the problem, I would recommend asking for a more senior support engineer to assist with the ticket. Failing that, I would ask for the issue to be investigated by a supervisor. Of course, depending on the situation there can be times when our vendors are not being too helpful either in which case those tickets should be escalated by our NOC team to our vendor relations team - one of those people being myself but this should be communicated by the support agent along with a typical ETA.

WHAT'S NEXT?

Paul assured me that Telnyx will work very hard to correct the issues I raised with him.

We are going to be making some changes to how the team works, and I am going to be personally involved in ensuring that this is done in a manner that provides timely responses and less canned responses. I will be sure to follow up with you on the progress of this. 

CONCLUSION

I wasn't asked to write any of this. When I get bad service, I'm not shy to complain following proper channels; Reddit or Twitter being the last resort I would ever use. But when I get good service or feel I should update my experience, I always will.

On this positive note, my personal experience and story end well. I would like to thank the following Telnyx personnel that were real Rockstars with some of my issues: Rodolfo from porting and Chris a supervisor and of course Paul for his help and understanding my very strong French Canadian accent over the phone.

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Thank you

Edit: Typos