Hello,
You are the manufacturer and you decide the future of 3CX, I'm totally agree
We met 3CX 3 years ago and we lasted a couple of years at the evaluation, 1 year ago we decided to migrate our commercial efforts from AVAYA to 3CX, and finally This Year we no longer update the partnership with AVAYA,
This is because we saw that 3CX has a clear vision of the future,
Until today we have relied on 3CX's good judgment about the future.
However, the way carrier changes are made... greatly affects us as partners and makes me wonder what 3CX's future partners look like.
We currently provide services in Mexico and USA.
It is important to remember that both 3CX and the partner depend on the Carrier, because 3CX users need to be connected to PSTN
Who has 3CX is because it is an excellent way to communicate with customers and suppliers and plus it has internal telephony and chat, as well as integration with collaboration platforms such as Teams
So,
Mexico... chaos; 3CX left us with only two providers... and the highest in price, which leaves us at a disadvantage with cloud solutions, even if they are paid per user.
Particularly in Mexico, I think that 3CX should have matured Carriers first and then removed those that were not useful.
USA Telnyx...
As one of the 3CX recommended carriers and compliant SMS and MMS; This was our recommendation with our clients; the client trusts on partner and will normally hire the lines with whoever the PBX provider recommends...
Saying that we will no longer work with a particular carrier is a strategic decision of 3CX, however, please, it is important to communicate it in a clear and forceful way and give us time, so that the opportunities running do not stop and give time to search and evaluate new vendors...
However, sometimes drastic decisions have to be made, it hurts whoever it hurts.... and I understand it, I accept it and I endorse it.
In my thinking where it is definitely a business mistake that after 3CX recommended us with a carrier in this case Telnyx, the partner convincing to our client to hire them....
it is a mistake to remove the support of what is already installed, I believe the right way is to communicate the change and give us a reasonable time to look for new carriers, evaluate them and carry out portability processes with the customers...
and not simply as 3CX did it, from one day to the next 3CX take away all the support, and the one who gets into problems with the customer is the 3CX partner and I ask again,
What is the role in the present and in the future of the 3CX partner, and how do you plan to demonstrate it with us.
April 22nd Nick Galea confirms that telnyx will continue to work
April 26 confirms again that it will continue to work
May 5 reconfirms that it would continue to have support
But one thing is what the CTO and Founder Nick Galea says and another is what the support people do,
eg Case 819613 SMS does not update change on API KEY
The support engineer Alejandro Jose Pinto simply does not want to serve him because the ticket says the word Telnyx,
In each message we offer him new evidence that it is a 3CX fault and his position is always:
We don't support telnyx.... He even confirms that for all users who have this problem and says telnyx, the ticket is discarded.
Yesterday finally this ticket was admitted and escalated to R&D... after one week of trying
Please Nick help us and tell us
What is the true role of the partner for 3cx today and in the future?
Please, tell your support team that they will support Telnyx yet.
And please give us a deadline of when you will stop supporting telnyx, but let that date give us time to evaluate carriers and port our customers.
Finally, a little table that says which providers support SIP trunks, sms and mms would help us a lot, remember that in the US, SMS is important in communications
