RingCentral Customer Service not helpful and doesn't follow through...

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noah-perkins4449 asked Mar 3, '17 noah-perkins4449 commented Mar 6, '17

RingCentral Customer Service not helpful and doesn't follow through...

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Answer 1 · 2017-03-03T17:45:17Z

jb-ferguson answered Mar 3, '17

Noah,

There are many people here who might have experienced your same issue(s) and would be willing to assist you. Many of us are RingCentral Partners/resellers. Can you tell us what issue(s) you are having and we might possibly be able to assist you?

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Answer 2 · 2017-03-03T19:52:37Z

noah-perkins4449 answered Mar 3, '17 jb-ferguson commented Nov 11, '19

I'm more frustrated about having to go to the community.. I have multiple open cases with RC, and it seems like its difficult to find anybody that ACTUALLY knows what's going on. I had one person I started dealing with that was wonderful, and now she has disappeared.

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jb-ferguson commented · Mar 03, 2017 at 07:56 PM

I can appreciate your frustration. Unfortunately I, nor most anyone else in the community can help you with that. RingCentral forum administrators are very active in the forums and can help you speed things up. I'm sure they will come in here today to contact you.

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Answer 3 · 2017-03-03T21:38:15Z

mike answered Mar 3, '17

Noah, If you can provide some specifics someone here will be happy to help. Or if there's info you'd rather not post publicly send an email to community.support@ringcentral.com with any related case number and additional info.

Mike

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Answer 4 · 2017-03-06T14:40:46Z

noah-perkins4449 answered Mar 6, '17 noah-perkins4449 commented Jun 21, '18

Well lets see...

#1. My phones don't ring loud enough. Polycom VVX601's. RC said they would be able to change the configuration to make them force louder rings, but haven't done anything. Currently, I had to install RC desktop app onto my PC, and have it ring my PC through my PC Speakers to be loud enough to hear to know my phone is about to ring.

#2. The RC Text service is a pain for me to use. I was informed when I signed up for RC, that texting to my main phone number is no issue at all for sending or replying. I was not told that it is locked to one extension & user, and its pretty much the "operator" extension.

#3. In reference to Item #2, I don't have an "Operator", which means that I now have to be the "operator" in order to be able to receive and send texts.

#4. I was told faxing was included when I signed up. "Its a special deal" I was told. I said "Including my fax machine?" I was told yes, I just needed an ATA adapter. Not that I also have to spend another $37 a month to actually use the adapter.

#5. I had to add another phone to my shop area to be able to hear ringers once again, since I can't use an ATA loudspeaker ringer with a VOIP phone without spending $300 on a device and another $37 a month to use it.. The phone is never used for outbound, only for inbound calls when I can't hear my desk phone ring loud enough to get to it in time. I would like to be able to setup my outbound fax machine to use the same line as the shop phone to avoid yet another $37 a month.. Or, can I hookup an ATA adapter and my external ringer to the same extension to save the money and just make my fax not auto answer?

The RC representative I was working with got back to me this morning... She was apparently on vacation last week and is working with my "implementation representative" to get me some updates. But I'd also like to hear the community's opinions on my issues.

I have more issues (or maybe frustrations are a better word), but those are my primary nuisances.

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chris-duquette4018 commented · Mar 06, 2017 at 03:07 PM

every ringcentral number you have should work as a call/fax/text number. so you shuold have a main company number, as well as direct numbers for each extension that you have. those extensions should be able to use all ringcentral features available to you with your service plan. if you use your ringcentral app you should be able to call, text and fax that way as well as get the calls on your cell phone through the app. as far as the ATA issue the only suggestion i have is when i resell ringcentral i always suggest the client purchase the ATAs outright at 79 bucks instead of leasing.

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Chuck Fuscone commented · Mar 06, 2017 at 03:19 PM

Well stated Chris, the only thing I would add is to understand the faxing needs both inbound and outbound.

the challenge comes when there is a lot of outbound faxing where the document does not originate from a computer of some sort. In that case RC provides many ways to send faxes, so simple questions about the potential customers needs will help eliminate these types of things. There are several Multi function printers that work with Ring Central Fax Servers. The brother line is the one I use most. I configure it to talk to the RC fax servers and then there is no need for the ATA or extra line ETC. Other multi function devices have similar configurations so this is something worth looking in to. It does work and is less expensive.

Hope we could find a solution for you so you are not frustrated, and become a happy RC customer. There are many of us out there.

Thanks

Chuck
Certified RC Installer
Chuck@yoritguy.com

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noah-perkins4449 commented · Mar 06, 2017 at 03:59 PM

As far as the texting goes, I was previously using a product called ZipWhip. With ZipWhip, anybody that texts my main number (860-376-XXXX), I had an app on multiple desktops that would popup the text messages, and could be sent & received through that App. With RC texting, if a text comes into my main number (860-376-xxxx), it gets sent to my operator extension. This requires me to make my extension (102), to be the operator extension, so that I can see the texts on my RC desktop. My issue with this is that my two other users cannot see or respond to the text messages.

If I can replace my fax machine with something RC compatible, I'd probably be willing to do that... Basically my inbound faxes are handled through an online fax service, but I still need to fax outbound. My coworkers are not computer savy, and do not like scanning then faxing. They want to walk up to a fax machine, punch in a number, and send the fax. If I can buy a different fax machine and avoid the $37/month i'd love to.

As far as the ATA Adapter, I did purchase it on my own. Its an SPA122. The same as my phones. I hate leasing equipment.

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Answer 5 · 2017-03-06T15:16:34Z

mike answered Mar 6, '17 noah-perkins4449 commented Nov 27, '17

Noah,

We are sorry for all the frustration, but our support team can and will help you get setup and make sure everything is working correctly. Looking at your account I see you have had several cases opened, but have not completed your implementation. I see notes on the account where the implementation adviser has been trying to reach you. The implementation sessions are designed to help you get up and running and make sure every thing is working correctly. Can you please reply to their emails and/or phone messages?

If for some reason you aren't getting the emails and voicemails, then send an email to community.support@ringcentral.com with a good email address or contact phone number where they can reach you to get this scheduled.

Mike

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noah-perkins4449 commented · Mar 06, 2017 at 03:52 PM

Yes, I am trying to get setup again for implementation. My first appointment, half of the appointment was missed trying to connect with each other, my second appointment, the RC representative called out of work that day and cancelled on me, and I haven't had time to rearrange my schedule since, as I'm a very small and very busy business.

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