I'm annoyed that every time I need non-technical support from RingCentral I must go through my account manager. And, my account manger tries hard, but they are not very experienced and make mistakes.
This means I'm stuck with only being able to get account support when my account manager is working. Even if I have a billing issue (as I do today), if I select the option for the billing dept. the person can't help me without consulting with my account manager. I'm trying to get credit for an overcharge of $1073.22, a credit I was told would take 2-3 days, and I have not seen it in 30 days. The billing rep I spoke to can't do anything without contacting my account manager, who is not available, but the account manager will call me back.
So I'm stuck in this loop whereby I can only get help from the person who made the mistake in the first place...
If I call my cell phone provider and I don't get good service I can call back and perhaps get someone who can provide me with better service. I don't know any other companies that provides this type of straightforward service (phone service) that require customers to only work with a specific account manager. My cell phone provider doesn't care who I talk to if I want to make changes to my account.
Recently my account manager told us we could change the "city" of our direct dial numbers - i.e. we keep the same numbers but change the city designation (within the same area code). I thought this was too good to be true, and after much trial and error and time wasting I determined that it's not possible (numbers will always be related to the rate center in the location/city where they were originally assigned).
Once we determined that we couldn't change the city of a phone number, our account manager attempted to add 2 additional phone numbers which I expected to pay $4.99 each per month, but our credit card was charged a total of $1073.22 for 2 phones on the annual pre-pay plan. I was told I would get a credit which has not been posted which is why I called the billing dept. today.
I feel like I'm wasting my time with RingCentral. My account manager doesn't seem to understand how the RC system works, and I have no choice but to keep working with the same account manager to fix the problems they caused in the first place.
How can I get non-technical service 24/7 without going though my account manger?