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Rocky Levee avatar image
Rocky Levee asked Dustin Showers commented

Whys does ring central have worst customer service of all VOIP providers?

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jb-ferguson avatar image
jb-ferguson answered Andrew Scott-Miller commented
I'm sorry but I can't see where you can claim that unless you have been a customer with ALL available VOIP providers and dealt with each of their customer service/support departments. In my case in the 5+ years I have been with RingCentral, and I'm sure with many others as well, customer service/support has always answered within three rings and I have never been put on hold for 30-60 minutes as you stated in another post.

I'm not negating the fact that it may have happened to you or anyone else and I certainly am not looking at being argumentative. I just can't see where anyone can make an all inclusive statement as the subject of this thread since there are so many different VOIP providers.

What type of issues have you had which would have you claim the worst customer support?

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Andrew Scott-Miller avatar image Andrew Scott-Miller commented ·
they fixed it in 20 - 30 minutes, but the fact their status was showing green, and no one responded to a critical fault logged for 48 hours...

that said - this thread reminded me of a problem so decided to call support and whilst it took 45 minutes - they sorted out an issue thouroughly, politely, and very efficiently so maybe answer is to call not use their website. 
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Rocky Levee avatar image Rocky Levee commented ·
Yeah dude you are drinking the kool aid or work there !
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Andrew Scott-Miller avatar image Andrew Scott-Miller commented ·
Here is a simple example. We have 2 sites and 8 extensions. All went down... phones lost connection at both sites - still had IP at each site, looked at RC online status - and guess what - everything working ok... for about 20 mines everything was down. Logged a critical support call online.. I had an email 2 days later, asking if our phone system was still not working. The difference between pre sales and post sales is literally unbeleivable. The best pre sales experience i have ever had. The day i entered my card details was the day the great experience stopped.
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Dustin Showers avatar image Dustin Showers commented ·
@ Andrew - sounds like your ISP could've dropped too...  may not have been RC?
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Andrew Scott-Miller avatar image Andrew Scott-Miller commented ·
That was our first thought  - we have 1gb fibre connection in one location, and 100 ethernet in the other (the two locations are in different countries). The fact i could look at the RC status, log a fault on their website whilst IP phones were down... and  we monitor our ip lines as we have mission critical services running on our systems. 


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Rocky Levee avatar image
Rocky Levee answered
I repost as soon as I get my new system in and then you will be better advised.
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Andrew Scott-Miller avatar image
Andrew Scott-Miller answered Rocky Levee commented
I'm with you Rocky! 
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Rocky Levee avatar image Rocky Levee commented ·
They have put me in POPEYE MODE where I have all I can standz and I can't standz no more !
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Rocky Levee avatar image Rocky Levee commented ·
You can always call the Phillipines and ask them ?
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mike avatar image
mike answered
Sorry to hear if you've had a poor experience with our support team. If any of you have any outstanding issue that need resolved, please reply here with your case number, or use this link to open a new case.  Open a Case  We'll have your issues escalated to our Executive Response Team right away. 

Mike 
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Rocky Levee avatar image
Rocky Levee answered mike commented

o3811661   that was done on Monday morning   8-3-15 still waiting to hear from anyone since Monday ? Today is 192 hours later . I would have a rep call me right away , still waiting for sale Ryan heath to answer email from Monday, Tuesday, Thursday  but you all did manage to get your invoice here no problems. You might get one more invoice out of me but you will also be showing up in court with me also.

 

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mike avatar image mike commented ·
Thanks Rocky,  You'll hear from someone very soon. 
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Josh Miller avatar image
Josh Miller answered Josh Miller commented
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Dustin Showers avatar image Dustin Showers commented ·
it hasn't even been 12 hours...  cut them a little slack, sheesh.
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Josh Miller avatar image Josh Miller commented ·
:-) Like i said, I am far more interested in the response.
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Dustin Showers avatar image Dustin Showers commented ·
I think we'd all like to know why we had an hour outage, sure.  

it's clearly not going to be something as easy as "oops, sorry... Gary tripped over the power cord." 

the entire country lost service!  
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jb-ferguson avatar image jb-ferguson commented ·
Rocky...Dustin was referring to the outage *yesterday* and was speaking to what Josh. He is not referring to whatever you are talking about.
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Josh Miller avatar image Josh Miller commented ·
Sorry to have caused confusion, Rocky. I felt your situation and thought I would reinforce that others are having outage issues as well. I hope the call with RC goes well and they are able to help resolve the situation.
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ross1266 avatar image
ross1266 answered Dustin Showers commented

My first attempt at this reply was removed by the moderator because I also complained about my contacts not working, which I've mentioned on another thread, so here goes:

I am also regularly disappointed with customer service. I find the people pleasant and apparently helpful, and when I call I usually speak to someone within 30-60 minutes, and when I don't have time to hold and request a call back I usually hear from someone within a few days if ever (once it was several weeks), but it seems that every issue I contact them with is "resolved" the same way, by telling me that the feature I want is not supported and all I can do is try to get enough other people wound up to get it noticed by whoever makes things happen (which is why I'm here instead of selling product).

Good luck Rocky and Josh (my phones also went down the other day and it doesn't even make my list of most frustrating things about RC) maybe RC should subsidize our cellphone bills. 

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Dustin Showers avatar image Dustin Showers commented ·
regarding feature requests.  i feel your pain, but i'm not sure you understand how these things work.  could you imagine if they dedicated a team to adding every single feature request that every single one of their customers requested?  I know I've stumbled on a few things i really wish were possible.  but there is a work around for pretty much everything.  

the system would be overly complicated and not user friendly if they added everything we asked for.  the purpose of "rallying" other people with the same request is so you can be sure what you're adding will benefit the masses.

my company has multiple offices, with multiple IVR's and multiple settings, a pretty extensive setup.  as a groundwork we setup each of the offices the same.  if there is a requested change, we bring it to a meeting and we vote on it.  if we get enough people that agree the change is worth making.  we make the change.  if we just configured every office unique for their needs, it would be unmanageable.

Good luck finding half the features Ring Central offers with any of the other comparable VOIP providers.
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ross1266 avatar image ross1266 commented ·
Dustin, I understand your point of view, and I do have a slight understanding of what is involved in implementing some software changes. However, the things I ask for are not extravagant or unique to my needs, they are usually intended features of a device that (according to the internet) is supported in most all cases except RC. I am not expecting RC to customize my phones to fit my needs, but to provide what I consider basic functionality of an office phone that I never even thought to ask about before finding out I can't have it. The other thing that is often irritating to me is that the feeling represented by support is that I'm the only one with my particular concerns. Which I can't believe. I'm glad that you are fully satisfied with the current offerings of RC.

Regarding my jab about cell subsidizing, I was joking but considering the percent of the time that our service is unsatisfactory (or just unavailable) and the amount that we rely on our cellphones since switching to RC, it's not out of the question.
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Dustin Showers avatar image Dustin Showers commented ·
@Claudio, Medical Offices + Medical Scheduling Call Center

@Ross, could you share an example of intended feature?  perhaps my business could benefit from your suggestions, and we could start rounding people up together.
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ross1266 avatar image ross1266 commented ·
I got a comment deleted by the moderator for doing that earlier, but since your asking, I'll try again. What's really bothering me right now is contacts. We just bought some PolyCom VVX550 touch screen phones with many bells and whistles, and i've come to find out that many of these whistles are not supported by RC (according to the internet, just RC). The one that I'm having the most trouble living without is how the phone handles contacts. It is set up to have "directories" which would be large sets of contacts visible on all phones. Unfortunately the way to implement this is through a directories file which is accessed from the "boot server" (I'm not an IT expert, I'm regurgitating what I've read, mostly from PolyCom Manual and forums) which in our case lives on RC's servers. It would make a lot of sense to me that RC would transfer the hundreds of contacts I have on my RC account to this directory file so that they will show up (and even sync?) on my desk phone. If this is not possible due RC time constraints, I would be happy to take a crack at it myself (plenty of experience editing config files and manipulating databases), if I could get access to that file. As it stands, the only way for me to view my contacts on my desk phones is to manually enter each of the hundreds of contacts into each phone through the three inch wide touch screen keyboard (which would take me days). I'm not asking for the world here.
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Dustin Showers avatar image Dustin Showers commented ·
+1 I would enjoy this feature.  do you use Presence on your vvx500?  
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IT Xpress avatar image
IT Xpress answered Dustin Showers commented
I've worked in IT for decades and you're routinely going to have horror stories with just about any company. My experience with RC Support has been mixed, but overall good. I'm currently working with a txt issue and had my issue escalated and worked on directly within a few days. Compared to a lot of other support teams, RC's is doing decent, though obviously not in every case - but no IT department will earn high marks from every user. Just not possible.

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Dustin Showers avatar image Dustin Showers commented ·
#truth

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Mindy Idleman avatar image
Mindy Idleman answered
We have the greatest customer service ever with them! Never had any better service by phone ever! JP is the best account rep ever!

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Josh Miller avatar image
Josh Miller answered
Just wanted to add a few details to this thread. Rocky, we had the same experience yesterday. The entire network was down, nation-wide. I am far more interested in the response that RC promised within 48hrs, regarding this outage. This little line has since been removed from the support center.
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