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How is grandstream support?

kieranmullen
Posts: 30
 Member Since:
2006-09-27
Submitted by kieranmullen on Tue, 02/26/2008 - 5:23pm.

I have purchased grandstream (GS) in the past, and I still have GS units in operation. However many in the Asterisk community can not contain their disdain for GS products.

I had a HT386 go bad. (or so i think) and I emailed them (according to my gmail outbox Jan 22) and I have not yet heard back.

My unit would make calls, but then every so often it would cut out and get silence. Wait a bit and it would go back to green. I went and looked at it and it was flashing red as if it had lost its registry, internet connection. (yes I know when green and red mean) and the unit was constantly clicking. Obviously the sip settings were correct since I was able to make calls on it part of the time.

The network config was

GS>Router>Cisco Switch A > Internet
Asterisk>Cisco Switch A > internet

Although I have other spare GS devices but I just happened to have an old SunRocket box that I reprogrammed (with the same settings) and I have had no problems since (Jan 22)

Have units been know to go bad? Anyone have an issues getting units repaired?

Thank you

KieranMullen

‹ yet another GXP2000 BLF topic when internal users are on the phone and are called by another internal user (ext to ext), no busy tone ›

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kieranmullen
Posts: 30
 Member Since:
2006-09-27
Well since no oone has
Fri, 03/21/2008 - 4:20pm

Well since no oone has replied I thought I would reply.

Grandstream support does not answer emails to support issues. Well the do sort off... I got an email months later after emailing them about my issue and I was told to contact my vendor. Nice! How about that for support?

I called up tech support on the phone to ask for an exchange and I was told again to go to the vendor.

Then when I asked who my vendor was since I have multiple units that I do not recall where they are purchased they could not help me either. You would think that any forward thinking company would have a list of mac/serials and who they sold them to. (yes the same could be said for me, but they have more people and mroe units to deal with)

Its a day day when an old box from sunrocket works better than a grandstream device. I thought it funny..

Grandstream - Bad service, bad support, bad policies

but hey they have cheap units so that is why they sell over linksys or cisco...

KM


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viopnewbie
Posts: 132
 Member Since:
2007-12-19
I've contacted GS support a
Thu, 03/27/2008 - 12:12am

I've contacted GS support a few times and they were unable to help me.

Our GXP1200 phones have a "broken/smurf voice" effect, which appears at random once a month or so. GS support said to either wait for a new firmware or send them captured packets, but then they stopped responding to our emails.


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ragu
Posts: 11
 Member Since:
2007-02-01
I sent support an email on
Tue, 04/01/2008 - 10:14am

I sent support an email on March 27th, and still haven't gotten a response (aside from the auto responder). For a company that's going to offer an IP-PBX, they need to do better then a 72+ hour turn around for technical support. It's one thing if one phone doesn't work, it's another matter if your customers can't call you.

I was going to replace our Asterisk box with a Grandstream GXE, but now I'm having second thoughts.

Ragu


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tshif
Posts: 79
 Member Since:
2007-12-27
Worse than terrible
Tue, 04/01/2008 - 4:57pm

Not only is their support a total joke, you are taking your career in your hands if you try to deploy any grandstream product in its first two years of life. Grandstream delievers THE WORST first release firmware that you will EVER see, no matter what the products are.

That being said, we use GXP 2020, and 2000's all over the place. When they work, they work. When they don't, upgrade to the latest firmware. And if your not willing to spend a lot of time dicking around with configurations - be aware. The documentation for all Grandstream products is TERRIBLE. It's never current, it wont match the config screens you see, and since the only thing their instructions consist of is screen shots (with no explanations) - they dont help at all when the screens dont match.


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viopnewbie
Posts: 132
 Member Since:
2007-12-19
I have to agree with the
Wed, 04/02/2008 - 5:33am

I have to agree with the above poster on the documentation and also add that their documentation looks like it was written by non-english speaker since it contains a lot of grammar mistakes.

"all your base are belong to us"

...


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gstreammkt
Posts: 229
 Member Since:
2006-11-07
To viopnewbie/tshif/ragu,
Wed, 04/02/2008 - 5:49pm

To viopnewbie/tshif/ragu, Grandstream is working hard to improve support service, please do not hesitate to call to the support line to address your issue.


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pcott
Posts: 130
 Member Since:
2006-05-31
hahahaha
Wed, 04/02/2008 - 10:19pm

hahahaha

I had a rep say that very thing to me at astricon 2 years ago, so like a dink I believed him and bought yet another grandstream phone. Immediately had trouble with it, contacted their tech support and got the brush off. Needless to say, they are no longer a vendor we deal with.


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kieranmullen
Posts: 30
 Member Since:
2006-09-27
perhaps grandstream
Wed, 04/02/2008 - 10:38pm

should solve issues before they get to a public forum?


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tshif
Posts: 79
 Member Since:
2007-12-27
Its as bad today as it ever
Mon, 11/02/2009 - 5:50pm

Its as bad today as it ever was - if not worse. As an example, their newest video phone was released with the most amazingly bad initial firmware - to the point where it would be hard to imagine any environment where it would actualy work well enough to keep. Ah well - like I said before, in two years - they should have the firmware fixed up enough to be at least functional.


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