Here is a company that not only has the worst phone and billing setup but also the worst kind of staff to deal with customers. My nightmare started when our bookkeeper delayed a check by one week and without warning we lost all ability to stay open and perform our job (mind you this was a business line and my business was practically crippled without service for over a week). Their system made our phone service unusable without any prior notice. Primus does not have a viable system for a company that relies on phones to do their business. We had to delay operations for 3 days and send our employees home until they fixed their error to gets us back on line.
Their Customer Service is like a roulette game, every time you get a new representative with new answer to the same concern. The frustration I felt aggravated due to the Customer Support person whose explanations were not clear at all, and whose accent was so strong that I had to ask her to repeat most of the letters that she was spelling.
First day it took me 2 hours & 5 hangups to get connected to a representative and then to be told that the line had been disconnected by Primus. The I was told that I would be contacted back in two hours which never happened. When I called back again and asked for a supervisor as this was impacting my business I was told that the call could not be passed onto the supervisor. When I put my foot down saying that I would not speak to anyone but to a sup guess what ... the representative hung up on me.
Well finally it took me like 25 odd calls and several escalations to get this resolved in 4 days. I have decided to part ways and switch to a different service provider after this experience.
Frankly reasonable rates are one thing, but taking a company down due to a human error and having no way to quickly be warned or be fixed is completely unacceptable.