question

Quinn Denning avatar image
Quinn Denning asked Quinn Denning commented

My attempt at getting a Free trial.

I've been a RC fax customer for over a year now. We are currently looking for a new provider for our office with 5 phones and decided to take RC up one their offer of a Free trial since we have no experience with their phone offering. The list of features and price point seem to be a potentially good fit.
Today I clicked 'free trial' on the site, entered the required basic contact info in and then followed up with a call to the number provided stating that I would need to speak with someone. After navigating their menu system I ended up on the phone w/ Joan in support. It took her nearly 10 minutes and 3-4 attempts to get my basic contact info down and the reason for my call. After which I was placed on hold for 10 mins. Only to have her come back on the line, apologize for the extended hold time, and transfer me to an account rep Marcus. The call dropped.
To his credit he called me within a few mins and proceeded to tell me that since I'm already an RC Fax customer I was not eligible to their free trial. I explained that we only have fax services and would like to evaluate their phone services. He again stated that the free trial is only available to new customers - those without any service from RC.
At this time I became quite frustrated as I'd spent about 30 mins total trying to take advantage of the free trial being offered everywhere on the site. I explained that one of their competitors took my call within a couple of rings, and had a free trial account setup within a couple of minutes.
As a small business owner I cannot for the life of me understand why when a customer wants to take advantage of something you're offering everyone - something they don't currently have because they're trying to decide on a solution - one you offer. How does that company/person find ways to simply get in the way? Why should I have to beg to try something?
If this is their idea of a first impression - I can only imagine how things would go once they've already earned my business. I'm truly stunned.
I'll be voting with my $ and taking my business elsewhere - where they're eager to earn my business.

Quinn from GR
topic-default
1 |1000

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image
mike answered
Hello Quinn, 

Sorry to hear about this experience. I'll be happy to have someone review this and give you a call.  If you have any other details you would like to add feel free to reply.

Mike 
1 |1000

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Quinn Denning avatar image
Quinn Denning answered Quinn Denning commented
What really concerns me - is that if this is how sales and customer service people act when "trying" to get my business - how can I possibly have any assurance that I'll get decent service once I go through the headache of switching my service to RC? I appreciate your response Mike.
2 comments
1 |1000

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image mike commented ·
I understand your frustration.  I've escalated this to our Executive Response Team and you'll be hearing from someone soon. 

Mike 
0 Likes 0 ·
Quinn Denning avatar image Quinn Denning commented ·
I'll be out of the office until Monday. Please have them email me.
They have my email address, and we are a current fax customer.

0 Likes 0 ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.