question

Martin Harrison avatar image
Martin Harrison asked ·

complaint

Earlier this week, I attempted to use the Ring Central app as I usually do to place an international call with a client in UAE through the app on my iPhone. After dialling the number, I heard a recorded message saying that the call could not be made at this time.

I had no alternative but to use my mobile phone to place the call and today I have received a bill, which includes a charge of 17.95 for this 17 minute call, see:  https://dl.dropboxusercontent.com/u/22679018/UAE%20Call%20charge

After the call, we investigated why the app had not worked and it turns out that this was due to the version of the app I was running not being up to date.

We were not notified that updating to the latest version of the app would be required for service continuity. Aside from the personal expense I have had to go to to place this call, I no longer have confidence in your service. Being able to place VOIP calls is essential for our business. I am requesting as a bare minimum that the cost of the call detailed above be reimbursed to us. 

If this is not resolved to my satisfaction, I will be forced to look at an alternative provider
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kim avatar image
kim answered ·
Martin - do you have a support case number I can follow up with?  Also, support cannot issue reimbursements, so I suggest reaching out to your sales rep directly. Do you have their email address? 

What iPhone do you have?
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Martin Harrison avatar image
Martin Harrison answered ·
Don't have a support case number, was told on Twitter to come through here. Don't have a sales rep. iPhone 5s. 
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Your Sales Rep is Leon Wilkinson   leon.wilkinson@ringcentral.com
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kim avatar image
kim answered ·
Martin - just wanted to follow up ...where you able to get in touch with your sales rep and resolve this? 
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