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John avatar image
John asked ·

Waiting for support chat agent.

When I log on at support, click to chat with a support agent, fill in my name, account number and callback number, a message appears, "Please hold while we connect you to an agent."

The chat window doesn't give any clue as to how long the wait will be.

How long should I wait to be connected to an agent?

Been 20 minutes now. I don't mind waiting. But I'd like to know approximate time to wait, or else I'm stuck sitting here waiting so that I don't miss a responding agent.

Yes, I know that I can call or email instead.
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sanjay.dsouza avatar image
sanjay.dsouza answered ·
I had the same experience. I waited for 30 mins yesterday and It looks like its going the same way today!
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rob.benn-frenette avatar image
rob.benn-frenette answered ·
It's quicker to call in or open a ticket tin my experience
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mike avatar image
mike answered ·
Sorry for the long hold times. We've recently switched to a new chat provider and are still working on some functionality.  

In the mean time, you are always welcome to post question here to the Community, or as Rob Suggested you can also call in or open a support case.  All support channels are accessible from this page. 

Contact RingCentral Support
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John avatar image
John answered ·
Like I said, I don't really mind waiting.

When contacting tech support at other companies, you often get a courtesy message saying, "You're expected wait time is approximately ___ minutes." That is helpful.
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Yes.  It's nice to know what the hold time is. This is something we are reviewing and our goal is to keep chat hold times to a minimum. 
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John avatar image
John answered ·
I would be willing to wait even longer if it would get me to a competent American tech support agent who would help me fix a problem, instead of getting an incompetent foreigner who will only make things worse.

That was my latest experience. Communicated with an incompetent agent who fixed the problem I was having, but in the process of it messed something else up and created a second problem. Then communicated with a second agent to help me fix that second problem that the first agent created, only to find later that the second agent messed something else up and created a third problem. Then communicated with a supervisor who evidently hadn't bothered to read the case notes, misrepresented what had transpired, and then asked me to provide again the information I had already provided 1-2-3 plain and simple for resolution to the two incompetent agents.

If RingCentral would bring all of its support to the USA, employ the same kind of intelligent, competent young people that, for example, GoDaddy employs, it could provide ten times the quality of service with only one-third the number of people. My boss might even be willing to pay a little bit more in monthly service charges. It would be a lot cheaper than paying me for the extra two hours I spend on trying to get a five-minute problem resolved, and that being a problem we did not create in the first place, but RingCentral did.

As purchasers of a large number of technology services, we're telling you that quality tech support service means everything. You can add all the features and gadgets to your product that you want, but if they don't work, and if getting them to work means making customers throw away two whole hours out of their business day in hair-pulling torture going in circles with unqualified and dishonest support agents, you're running off customers and losing money unnecessarily.

But then again, try to get management to listen. Good luck.
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John,  What is the related case number?  We hav agents in various locations and our goal is to provide world class service regardless of the geographic location. If you can provide a case number, we'll research,  train, and coach the agent(s) accordingly. 
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John avatar image
John answered ·
Thanks for the offer, but the case has already been through the hands of a supervisor (the one who wanted me to tell him again what needed to be done) and resolved. Besides, all the research, training and coaching is supposed to have already been done before hooking headsets to their heads.

Just my opinion, but if RingCentral is going to continue to keep its sales and support with cheap, incompetent off-shore labor (the incompetency of the off-shore labor not necessarily being the laborers' own fault), then it should forget ever expecting to get any praise from customers for support, other than for the support customers get on this forum. But then again, customers aren't supposed to have to come to a forum to get someone in the company to make the company provide the support they should have gotten in the first place.

We have a case with another company that uses cheap, incompetent off-shore labor like RingCentral does. Six times so far on that one case we've had to re-tell all of the particulars to six different respective agents, all of whom have the case notes for the very simple, easy-to-resolve case right in front of them but refuse to read them. Every time we've been passed to a new agent, they've screwed it up even more. And then when we were finally able to get a supervisor to call, he ignored our U.S. time zone and called at 3:00 in the morning during the weekend when the office was closed and no one was here. And they lie, too. They all lie.

By the way, unless service hours have been expanded in a way that I'm not aware of, your tech support agents should stop telling customers that tech chat is available 24/7 to all customers, when in fact it is not, or at least it wasn't some months ago when I tried to get tech support chat after hours or during the weekend.
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