Zadarma

The subscription model is clear and not too expensive compared to the functionalities provided. We use Zadarma PBX to interactt with customers in Sweden.

There are three annoying issues:
1. At unpredictable times we cannot reach a number we dial. After a few minutes this usually works again. Might be the number we dial is occupied, but the software does not show it. It just cancels the connection attempt.
2. We use SMS to respond to customers and for that having our local (virtual) number as the sender-id is crucial. Until some months ago this worked well with Zadarma via the web-portal (it never worked via the app, see #3 below), although Zadarma do not guarantee to send the virtual number as sender-id.
Currently our virtual number is never used as sender-id by Zadarma. The sender-id that is used currently is 'Zadarma.com', which looks very unprofessional to my customers. Next to that my customers do not recognize the sms are not able to respond directly to my SMS-es anymore (the recipient cannot respond to the 'Zadarma.com' sender-id).
Zadarma support just states that it is not guaranteed (to me 'not guaranteed' means it does not work all the time, but currently it NEVER works) which is quite unsatisfying. Especially this started after I was fully set-up with Zadarma so I also feel a bit locked in...
3. The Zadarma Android app supports multiple lines that can be switched on/of individually. The SMS function in the app however only sends SMS with sender 'Zadarma.com'. More than once my recipients just discarded of my SMS-es because they did not recognize the sender. I fear getting blacklisted because of this.

The Zadarma Projects provides cheap virtual numbers and free SMS reception service on those numbers. After much pushing and continued engagement, I was finally given good customer service.

Zadarma numbers work on a monthly subscription basis. However, they will block use of certain features of your virtual numbers. This happened to me, creating a situation in which I was paying for a virtual number, but could not use the free SMS reception feature associated with it. For five days, the Zadarma support team refused to extend my subscription length to compensate for the time which they had blocked this desired features of my number. Interaction with the Support Team was extremely frustrating and slow. They would respond to me once in every 24 hour period, and their responses were unhelpful. They repeatedly said no in multiple ways to my requests. Once I gave up perusing the support team for compensation and asked to be referred to management, I was given excellent customer service. Management unblocked the desired feature of my number, and extended my subscription to one month from that day.

The blocking of account features has to do with the Zadarma account verification process. They request the uploading of passports or ID cards. I uploaded my ID card on day one, and my passport on day three. Both were rejected. The ID card was rejected on day two for the stated reason that it was not a passport, despite the fact that account documentation requested a passport or ID card. The passport was rejected one day five for the stated reason that the file size was too small, despite the fact that no minimum file size limit was visible to me in my account documentation. It was only after requesting to be referred to management on day five that my account was verified with my uploading any additional documents.

Software, I mean the App for the I phone is great and easy to use. Softphone on the web is easy to operate, while the general menu is still confusing.

While App is great , However, the functionality buttons should enlarged. The activation and tune in process is still quite complicated. Recently, during the reinstallation on a new ios device I've spent 30 min myself + another 15 min with a CS. Also, the general menu is too complicated and confusing; the simpler version , like Line2.com for instance is advised. Customer service, especially voice support must be improved.