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1.8 5 Reviews

Avaya Complaints Summary

1 Resolved
4 Unresolved
Our verdict: When using services from Avaya with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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11:23 am EST

Avaya Avaya voip, ipo and softphone

Dears,

We "Orkila Holding" are a regional chemical distribution company in the Middle East and Africa. purchased Avaya VoIP in our headquarters as we were looking for a decent telephone system almost 2 years ago. The headquarters was the pilot of the project and were going to test it before installing it in all our other 19 affiliates in the middle east and africa. We paid more than 10, 000$ on that system and unfortunately it was the worst decision we ever made. Since day one and the system was not working properly. The softphone's quality was terrible and you could barely hear a thing. We contacted the support company in Lebanon more than 100 times and they tried to fix it but in the end they came to a conclusion that it was from our network. Given that all our other systems are working perfectly and Avaya was not working from day one, we were not convinced. The local avaya support company cant tell us that its a network problem without pinpointing the actual problem. We tried everything but the system sucks in all means. We would like to get a refund since after 2 years of time wasting and customers complaining that they are not hearing us when they call we give up.

Waiting for your reply the soonest.
Bashar Saeed
Bashar.[protected]@orkila.com

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2:07 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Avaya Avaya Messaging Service, Product Support Non Existent

Upon calling Avaya Support i was transferred no less than 4 times each time the department said they we not responsible for the product. I called the support line had a rep calling all these people for 2 hours and still could not find the responsible group. The Lack of training on Avaya's part is aweful. I asked for a supervisor who simply said sorry you are waiting so long and still couldnt get the right group engaged to resolve a simple issue.

I was only trying to use there own admin web site to change a users email address. this couldn't be resolved in over 2 hours on the phone. Simply ridiculous Avaya you should be ashamed.

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6:56 pm EDT

Avaya Anas Khan – Recruiter – Talent Acquisition – Avaya

Anas Khan – Recruiter – Talent Acquisition – Avaya

Anas Khan is, without a doubt, a terrible recruiter! If anyone ever has the misfortune of dealing with this patently inept and transparently incompetent recruiter, proceed at your peril;

His recruitment and candidate selection practices are inherently discriminatory, biased and arbitrary;

He continuously ‘filters’ candidates based on past experiences with the candidate (ie. if you were deemed unfit for a role previously, you will be denied further consideration for other opportunities); this goes against Avaya’s own equality polices & guidelines given that: (i) – every opportunity is a different one; and (ii) – Avaya encourages candidates to reapply if a suitable opportunity doesn’t transpire;

He is incredibly arrogant, disrespectful, snide and even arguably quite racist, xenophobic and homophobic towards candidates that he doesn’t seem to have a liking for;

He is immensely lacking in basic courtesy and general etiquette (ie. doesn’t return calls/e-mails, fails to follow-up with feedback, gets annoyed when pushed for a status update, etc);

He is a complete and utter disservice to not only to the hiring managers that he deals with but also to Avaya and its customers, partners and shareholders given that he is allowing his prejudiced views pass over candidates with genuine talent and potential instead opting to move forward candidates that he feels would be an appropriate fit;

Think these invectives are from a disgruntled individual? Think again. Check out all the negative reviews about him on Glassdoor, e-Boss Watch, Vault, Salary and various career sites dating back a while;

If anyone doesn’t want to initiate a formal complaint in fear of possible reprisal (eg. if applying for other opportunities, your complaints about this recruiter might impact your candidacy), then the best is to proceed with an anonymous complaint to the Avaya Board of Directors, Majority Shareholders, Customers and Executives; it would be completely pointless to raise this with the Head of HR or Recruiting (they will do nothing about this), but instead direct such grievances to the executive brass who will pass it down the chain for further investigation.

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Is Avaya legit?

Our verdict: Complaints Board's thorough examination reveals Avaya as a legitimate entity with notable strengths. Despite a 20% resolution rate on customer complaints, which invites a closer look, Avaya stands out for its commitment to quality and security. Clients considering Avaya should delve into its customer service record to gauge compatibility with their expectations.

Avaya earns 94% level of Trustworthiness

Perfect Trust Endorsement: Avaya achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Avaya. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Avaya.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Avaya.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Avaya.com you are considering visiting, which is associated with Avaya, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Avaya as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for Avaya have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

Avaya website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • Avaya protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Avaya. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
K
6:34 am EDT

Avaya Early termination fees

After becoming the CEO of a credit union, I discovered we have been paying Avaya for 2 years for maintenance of telephone equipment we have not had. (We changed out our telephone system during the term of the previous CEO.) I attempted to cancel the contract and was told it had been automatically renewed and we would have to pay early termination fees of about $600. Furthermore, I have been unsuccessful in obtaining a copy of the underlying contract or convincing the call center that they should release us from the contract in the interests of goodwill and good business practices. They have been totally inflexible. This is just bad business.

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10:25 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Avaya Terrible experience

My company has been a customer of Avaya for probably 2 decades. We have had a contract to provide maintenance to our Merlin phone system. Each year, when the contract was up for renewal, Avaya violated their own contract by failing to notify us of pending increases in the monthly rate. Last year, they did it again and after several phone calls, we got them to roll the rate back to the previous level.

This year, we can't even reach anyone who knows what we are talking about. For more than 2 months, I have been calling and leaving messages which are never returned. On 3 occasions, I actually got through their maddening voice mail barricade to a real person, but those people also failed to follow up with a return call.

So now I am attempting to cancel my contract and Avaya is trying to impose 'early cancellation fees' of several hundred dollars. This despite the fact I never renewed the contract in the first place. (Automatic renewal applies only if the rate stays the same; in this case, it did not.)

They don't even know the meaning of the phrase 'customer service.'

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Suranimala
, LK
Aug 20, 2018 8:12 pm EDT

We are getting poor customer service from local AVAYA office and partner.

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SharryMac
, US
Dec 14, 2016 2:00 pm EST

I can add to the complaints. It is bad enough that our company is closing and we are out of jobs. So, as I cancel various contracts all has gone smooth until the Avaya Service Contract. First I was told I need to cancel it in writing and given the instructions of what to include and where to email the request. I can follow directions - and did exactly what was detailed that I do. The first email was immediately deleted without being read. So, I called - transferred twice to no avail and on the 3rd transfer was told they would call me back tomorrow. Each time I spoke with an employee I was advised to send the notice as I had originally done. So, I sent it again - same results. It was deleted without being read! What a unique way to get your work done - simply delete it! Right now I'm stymied and I certainly do not desire to be fussing with them when they renew my service agreement against my wishes. Stay tuned - and if you know how to reach management - not the board of directors - just a management person who has a brain, please advise.

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Tim Boyd
, US
Aug 31, 2016 10:50 am EDT

We recently requested service on our phones. When we called, we were informed that we did not have a maintenance contract. If fact we were told we would have to pay for the phone call.

When we negotiated replacing our phone system I asked, and they stated that maintenance was included. That's what made it such a "no brainier" decision to make the change. This was confirmed TWICE, that maintenance was included. First e-mail from Anna Gogos dated Apr 27, 2015 3:20 pm, states that Avaya maintenance included. A second e-mail confirmed same, dated Apr 28, 2015 10:16 am by Anna Gogos. And yet a third e-mail, when specificaly asked, confirming maintenace included, dated Apr 28, 2015 10:54 am.

So why are we getting such grief over our maintenance request?

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Bill Sykes
, GB
Aug 15, 2013 11:52 am EDT

We used to have a Ortel system in our office, but 6 weeks ago it was replaced by Avaya IP phones. It's so complex that nobody knows how to use it properly - even after reading the pathetic single page reference guide we were given or the other guides we downloaded. We no longer have an inbuilt directory as we used to have and the messaging system emails you 4 times for every message - a real pain when you are busy. It's totally crap and handicapping our business. Nothing about it is simple, logical or easy to understand (and we complex mechanical and electronic control systems, so we should have a head start!). Why oh why our European IT department decided to hamstring us with this Avaya rubbish I don't know, but we are paying for it in wasted time and frustrated employees!

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JRL7777
Miami, US
May 08, 2012 1:05 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We pay Avaya for a service contract for our phone system. We've been paying for years. Now that we are having a problem, we can't get hold of anyone at Avaya. I spent over an hour on hold yesterday, listening to a message telling me to use their website. The website was useless. I logged in, but I was unable to request a service call. All I could use the website for was to view pages from the service manual that I already had. I sent an e-mail and fourteen hours later am still awaiting a reply.

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Daniwc
, MY
Sep 14, 2011 8:35 am EDT

My comment is base on a Company that is supporting Avaya Products.
NxGen Communciations Sdn Bhd, is the most unprofessional and a scam company. I was asked to create a brochure for this company by their director Veeresh in April. After completing the design, I requested my payment. However Nxgen has dragged on payment since to date and now refuse to pay me. I am a freelancer and took the word of trust of this company. The company has given Avaya a bad name. I will pursue to inform the scam of this company and proceeded to lodge formal reports against the director and the company.

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madtech
, US
Mar 23, 2011 8:32 pm EDT

Avaya is forcing customers to do completely unnecessary upgrades to their Nortel communications systems under the guise of being compliant with their pas program for support. if you don't and you need support you have to pay 8, 000 upfront.

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Is the customer right?
, SY
May 18, 2010 2:53 am EDT

Avaya has an attitude of we will take your money which is a lot of money and promise you the earth and deliver you wasted time, expense and crappy products with employees who don't care about your requests and have a 9 to 5 clock on/off mentality

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inuffalreddy
Plainfield, US
Apr 18, 2010 5:42 pm EDT

My main complaint with this company is so disgusting that it doesn't sound right, BUT IT IS.
here goes, 1st. whenever I want a phone replacement, I get a reconditioned phone. I asked them "why can't I get a new phone for a change?" they told me if I wanted a new phone, I would have to pay for it. After all these years as a faithful company paying them for services.
2nd. and this is a real doozy, we were getting static on some of our phone lines.
I called them for service, of course I got a recorded answer each time. At the end I was told for someone to come out to check it would cost... get this...

$600.00 per hour, yes $600.00 per hour, I typed it twice so you wouldn't think I mistyped.
Who the hell are they sending out, a genius or a whole damn army of people?
Of course, I'm canceling them out and buying a complete new system, even if I have to pay more.

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Shankar Gaandhi
, IN
Mar 23, 2010 1:58 am EDT

It is again getting worse as Avaya took over Nortel and now Avaya is going to sink with a good product also...

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