Faxing Extremely slow, no help from customer service

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Wes Garrison asked Feb 3, '16 kim commented Feb 10, '16

Faxing Extremely slow, no help from customer service

Our faxes have been slow for a long time, but every now and then they take 30 minutes to an hour to go through. However for the last week and a half, especially between 11:30am and 1pm EST and 4:30pm and 6:30pm EST, they routinely take 30 - 45 minutes to arrive. Many never sent at all. I have complained about this for 3 years, and offered to pay for "priority" faxing, but have gotten nowhere. It seems like RingCentral is way over-subscribed for fax lines. We fax take-out orders to restaurants for immediate preparation. Faxes need to arrive in 2 minutes, not 10 minutes, and sure as heck not an hour. Here's our outbox from 4:44pm yesterday:

Notice 2 unsent faxes that are 40 minutes old and a few more that are around 30 minutes old? Here's another from 6:09pm yesterday :

Last week I called customer support about the problem. The guy talked to me for 3 minutes, put me on hold for TWO HOURS and never came back. I eventually hung up. Yesterday I called back and spoke to a different rep. The first thing I asked him was if there was a way to speed up faxing, or if there was a problem preventing our faxes from sending appropriately. I told him we are using your Faxout API, and asked if there was a support department for that. He ignored the question and spent 30 minutes sending test faxes to me from my account. I am not having trouble receiving faxes! They still took 30 minutes to send. Finally, he gave up and told me that if I am using API to send these faxes, I need to contact API for support, since it's their 3rd party software. That is a first for me. "Contact API". Do your CSRs really not know what an API is? And that RingCentral has one? That is when I asked for Tier 2 support or someone on the API Developer support team. He told me I would receive a call back "in a few days". Last night I signed up for a competing fax service. We will be leaving shortly. -Wes

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Answer 1 · 2016-02-04T16:36:15Z

mike answered Feb 4, '16

I understand support has contacted you. Please feel free to post to Community again if you need further assistance.

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Answer 2 · 2016-02-04T18:14:17Z

Wes Garrison answered Feb 4, '16 kim commented Sep 14, '16

Thanks Mike, It would be helpful to post details on how to contact the correct support department for issues like this, or at the very least the name of the department. For example, should someone ask for tier 2 support? This doesn't seem to be related to the method of sending the faxes (ie using the API vs. logging into the web interface and sending there), so I don't think this necessarily needs to go to the development team or an API support team. I am really more frustrated that the normal CSRs don't seem to be able to address the problem. The faxes are going through, they just take forever. Someone should be able to look at your server fax queue and see what the problem is. (ie you have 3200 faxes waiting to send but only 600 lines available). Thanks for your help. -Wes

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kim commented · Feb 04, 2016 at 07:13 PM

Wes - Tier 1 are the only one's that take direct calls, and the level of support is based upon account types (phone, chat, US. etc).

How long faxes take are based on many factors: your network, if the receiver's fax is available or currently taking another fax, how many faxes are being sent at once, and other environmental, & cloud factors. I know personally when I send a fax it usually sends a little faster if I send the fax via e-mail over Desktop App but that's just me and it's not long enough to be an issue. If the faxes are taking too long, try another RingCentral method (FaxOut, Desktop App, E-mail...). There are multiple was to fax via RingCentral.

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Wes Garrison commented · Feb 05, 2016 at 04:17 AM

Thanks Kim, This certainly has nothing to do with our network. We are currently using the FaxOut API to send faxes. They arrive immediately, then sit in our "Outbox" at RingCentral for a long time. I have also tried using FaxOut directly through the web interface, and that doesn't seem to help during busy times. It sounds like you're saying that some customers get a different level of support than others. Can you elaborate on that?

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kim commented · Feb 10, 2016 at 02:55 PM

Wes - see here for details on support levels and how they apply to different accounts. (..." US-based support is available for accounts with 20 or more users only and US-based implementation is available for accounts with 16 or more users only. All RingCentral customers can submit a support web case online 24/7. Live phone support for RingCentral Office ( 2+ users) plans is available 24/7. Live phone support for RingCentral Office (1 user) is available 5:00 a.m.6:00 p.m. PT, MondayFriday (excluding holidays)...."

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Wes Garrison commented · Feb 10, 2016 at 03:18 PM

Thanks Kim. That is understandable, except in the circumstances where Tier 1 support is not able to access the necessary system or information to fix the problem. This is a problem with RingCentral faxing, not with my system. I know this because we switched to another fax provider's API and it's working great, with the exact same program and the exact same implementation.

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kim commented · Feb 10, 2016 at 04:06 PM

Wes- The Tier 1 agents, if they cannot resolve the situation or access the necessary systems, should still be able to escalate the case.
But thank you for the update and good luck to you and your business.

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