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prospect-health asked prospect-health commented

Account Management Problems

I am a new RingCentral customer, based in the UK. My business is signed up to RingCentral Office and we are just using RingCentral for VOIP phone calls. We have been using the platform for approximately 5 weeks. We will likely be paying RingCentral over 30,000 per annum once our activity levels return to normal post COVID-19 restrictions. We carried out a development project to integrate RingCentral with our CRM software, before moving to the RingCentral platform. This project ended up lasting 12 months and required a significant time and cost investment from us to complete.

I have a significant issue with our account manager. In my opinion, he badly mis-handled the porting of our phone numbers to RingCentral. He also threatened to scrap our development project on a whim, which would have wasted all of the resources that we had invested into the developments.I am now at the point where I have not received any correspondence from him since moving to the RingCentral platform. I've found him rude, insulting and negligent. I can't bear to refer to him for account management any longer, so I have requested from his line manager that we have a different account manager assigned to our business. I have now asked him three times to assign a different account manager and he has refused. He is now ignoring my emails.

I have tried to defer to the RingCentral support team to deal with any matters that I need to discuss, however this isn't a viable option. It's taking me 1 hour+ to get through to support via a phone call and there are issues where they are telling me that I need to pickup the matter with my account manager. I also have an issue where I can't log any support tickets via the support site  - I get an error message when I try to login (I can't log into this community site via my RingCentral account either). I have raised this issue with support and I have not received a response. I have also raised this issue with our account manager's line manager and have received no response. I now have several issues that need to be addressed with our account and I do not have anybody that I can raise these these issues with. 

All I really need is to have a new account manager assigned to our business and to have a way of raising support tickets with RingCentral support. If I get that, I don't really have any other grievance with RingCentral, as presumably that will allow me to get all of our outstanding issues resolved. To me, this seems like a reasonable request and doesn't seem like something that's difficult to achieve. At present it very much feels like RingCentral sees our account manager as the customer and my business is having to cater to him and prioritize his needs, rather than the other way around. As the customer, I feel like we have received bad service and I have made RingCentral aware of this. So far, nothing has been done about it. Can something be done? Does anybody at RingCentral care about this sort of thing? Can anybody comment on whether they think that this sounds like good customer service?

I can see that this service consistently receives very poor reviews online, so it may be that customer service isn't really part of the business formula. If that's the case, it would be good to have that information conveyed in some way. I'm used to B2B vendors applying a "take it or leave it" approach once a contract has been signed and assuming that the process of taking our business elsewhere is too much of a hassle for us to bother exploring. Obviously, we have invested a lot to integrate with RingCentral, so we won't be leaving the platform in the next few months. However, we left our previous telecoms provider due to their poor customer service, so it wouldn't make sense for us to stay on this platform is we aren't benefiting from that decision. Presently, when I'm being asked whether I would recommend RingCentral, I am not endorsing the service. At the moment, I don't feel like a new customer that's excited to use our new platform - I feel like a chump.

With all that being said, I am keen to resolve this matter and I will be responsive to any dialogue that takes place here. I realise that this site probably isn't the ideal place to raise this issue, but I don't really know where else to turn.
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erik-bishop11536 avatar image
erik-bishop11536 answered
Work with a 3rd party partner. This is where having a partner can be a huge asset. We help our customers with all those items referenced in your post
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michstew answered prospect-health commented
this lack of customer service is exactly the reason why we're looking elsewhere.
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erik-bishop11536 avatar image erik-bishop11536 commented ·
The problem is that the competition is very similar. We have and do work with several providers but mainly RC due to the product quality and the partner support is very solid for the most part. Same as I referenced above, work with a partner/reseller who will provide a support layer between you and the carrier. Some will do this at no cost if you procure the solution through them, others may charge for a block of service hours or a monthly fee but nothing terribly expensive.
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prospect-health avatar image prospect-health commented ·
Thanks for the validation @michstew. If you settle on a different provider, it would be great to hear which company it is, as we will inevitably be moving on as well if we can't get our issues resolved.
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Yitzchok Knopfler avatar image
Yitzchok Knopfler answered
Welcome to Ring Central... ... ...

This is a known thing that their account reps are disappearing once your numbers are ported and you are more-less set into their system...

Yet, I must say that in technical support they are good, not that they do all requests people are asking they should upgrade but they are providing good support on the product they do have.
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andrea-yan12580 avatar image
andrea-yan12580 answered
Reading your post, it echoes our own experiences. I tried to get a new CSM multiple times (verbally with the account manager, with RC Support at least twice, and even here in the community) but none of that ever led to us getting a new one.

If it helps any, what DID get us a new Customer Success Manager was attaching the emails where we were left hanging and screenshots of us being ignored for weeks/months on end and sending it up their management chain. It is definitely disappointing to have to go to these levels before actual action is done because we had to document in order for them to take corrective action.

So now we have a new CSM that is pretty great. The product still needs work IMO, but that's not on the CSM that's on RC's Dev team.
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