Hello,
I’m wondering what is the best and fastest way to get RingEX licenses removed from our company account? I want to reduce the quantity of licenses billed to us.
Usually, I’m just calling RingCentral support to ask them to do this (even though it’s not always convinient, because sometimes they are expiriencing high volumes of calls), but the last time I called they told me that it can only be done through our account manager and I was told that our manager will reach to me within 24 hours (she didn’t). I was surprised because I did not expect that such a basic action could not be performed without the approval of the account manager. The problem is that I can’t reach out to my account manager since 7/11, so I’m a bit confused now.
@admin-47 Sorry to hear that you haven’t heard back - I looked into it and it appears your internal rep is on vacation and maybe the reason you’ve not heard back from her.
Still, I would recommend calling (888) 898-4591 and speaking with one of our customer success specialists.
They may be able to address your request faster than your internal rep.
Let me know if can help to escalate if you run into any snags!
@admin-47 Sorry to hear that you haven’t heard back - I looked into it and it appears your internal rep is on vacation and maybe the reason you’ve not heard back from her.
Still, I would recommend calling (888) 898-4591 and speaking with one of our customer success specialists.
They may be able to address your request faster than your internal rep.
Let me know if can help to escalate if you run into any snags!
Hi Becky,
Thanks for the suggestion! I'll keep this in mind for the future, but I’m upset that even though I asked RC agents to take actions before the billing date (which was on 7/13), they just reffered to our account manager.
@admin-47 Sorry to hear that you haven’t heard back - I looked into it and it appears your internal rep is on vacation and maybe the reason you’ve not heard back from her.
Still, I would recommend calling (888) 898-4591 and speaking with one of our customer success specialists.
They may be able to address your request faster than your internal rep.
Let me know if can help to escalate if you run into any snags!
Hi Becky,
Thanks for the suggestion! I'll keep this in mind for the future, but I’m upset that even though I asked RC agents to take actions before the billing date (which was on 7/13), they just reffered to our account manager.
As of now, I’ll try to call RC support one more time using the phone number you provided. I have also created a case for RC billing dep and told them about it. Hopefully they will recalculate our last invoice and remove unused licenses
Sounds good! I get your frustration, @admin-47
Like I said, my team is here in the Community to support you should you hit any road blocks! Definitely circle back!
Sounds good! I get your frustration, @admin-47
Like I said, my team is here in the Community to support you should you hit any road blocks! Definitely circle back!
I was able to speak with my account manager and was very shocked to learn that since RC has changed its policy, unused licenses can only be completely removed from an account after 30 days of written request. if I needed to delete digital lines (RingEx licenses), I always called the RC support line and they fulfilled my request instantly, so this change really surprised me.
Please advise Becky, is there any article where I can read more about this RC policy change?
Sounds good! I get your frustration, @admin-47
Like I said, my team is here in the Community to support you should you hit any road blocks! Definitely circle back!
I was able to speak with my account manager and was very shocked to learn that since RC has changed its policy, unused licenses can only be completely removed from an account after 30 days of written request. if I needed to delete digital lines (RingEx licenses), I always called the RC support line and they fulfilled my request instantly, so this change really surprised me.
Please advise Becky, is there any article where I can read more about this RC policy change?
Great question - but one I will have to dig into.
Give me some time!
Sounds good! I get your frustration, @admin-47
Like I said, my team is here in the Community to support you should you hit any road blocks! Definitely circle back!
I was able to speak with my account manager and was very shocked to learn that since RC has changed its policy, unused licenses can only be completely removed from an account after 30 days of written request. if I needed to delete digital lines (RingEx licenses), I always called the RC support line and they fulfilled my request instantly, so this change really surprised me.
Please advise Becky, is there any article where I can read more about this RC policy change?
Great question - but one I will have to dig into.
Give me some time!
Thank you so much Becky, I’ll be waiting for your response! I also hope that this topic will be useful for all RingCentral users, so it wouldn’t be an unpleasant surprise for them as it was for me.
I spoke with the account manager again and learned that this 30-day notice requirement applies to companies that have a customer success manager.
@BeckyH can you please tell me more about that? My goal is to bring back the ability to remove licenses at any time and I would appreciate any advice you have that will help me achieve this.
I spoke with the account manager again and learned that this 30-day notice requirement applies to companies that have a customer success manager.
@BeckyH can you please tell me more about that? My goal is to bring back the ability to remove licenses at any time and I would appreciate any advice you have that will help me achieve this.
Hi admin-47,
I wanted to check in and see if this issue has been successfully resolved. I’m a customer who has reached out to support twice and was told someone would follow up, but I have yet to hear back.
I spoke with the account manager again and learned that this 30-day notice requirement applies to companies that have a customer success manager.
@BeckyH can you please tell me more about that? My goal is to bring back the ability to remove licenses at any time and I would appreciate any advice you have that will help me achieve this.
Hi admin-47,
I wanted to check in and see if this issue has been successfully resolved. I’m a customer who has reached out to support twice and was told someone would follow up, but I have yet to hear back.
I believe Mary is working with you on this, but if you run into any issues please reach out.
@admin-47 and @BeckyH, could you share the resolution and information that is/was reached? I have the same question about removing licenses more quickly and smoothly. Is there a better way?
Thanks!
I have not heard back yet from the customer experience team. My renewal date has just been reached and I actually received the invoice today for the license I’ve been asking to cancel. Hopefully they will honor my request as I’ve emailed them prior to the deadline. Otherwise I will have to send this over to our general counsel.
I have not heard back yet from the customer experience team. My renewal date has just been reached and I actually received the invoice today for the license I’ve been asking to cancel. Hopefully they will honor my request as I’ve emailed them prior to the deadline. Otherwise I will have to send this over to our general counsel.
Hi @CoffeePls,
I’m escalating this immediately to the Customer Experience Team and will make sure they will reach out today.
You could send them to me!
