Convergence Solutions Inc

Very disappointed in the customer service at Convergence Solutions. They conveniently did not show our staff a very simple step for resetting our system for when it goes offline. They did not do this when they reprogramed our system, or when they made another service call when our system went offline. They explained this was because at that time this was not the fix. Withholding a simple solution for resetting your own system is a tactic to over charge for service visits. All onsite calls cost $190/hour. There is no reduction in fees based on time spent onsite or how simple the call was. When the Convergence Solutions tech arrived at our facility on 7/6 it took them 10 minutes to fix the issue. The solution was to show us the reset button we can use in instances when our system goes offline. I am being charged $190 for an hour visit, and an additional $45 for the tech to drive to my facility. For an issue I could have solved myself if only their first tech and second tech visit had provided us with some basic resetting instructions for the system.

I just cannot tell you how great it is to work with these folks. Anytime I submit any type of service request, Paul and Steve will literally call or email me within minutes and walk me through solutions, if you want a great people with unbelievable customer service, these are your people!!

We have been with them for 4 years, and Steve Solton and his team ALWAYS jump right on our service requests. It there is a service issue or connectivity it usually has to do with other equipment in our network, not his, but he is always quick to help us troubleshoot anyway and solve the problem. They are very dedicated.