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.
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.