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daniel4162 avatar image
daniel4162 asked ·

how to get a different account manager?

Hello.

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?

Thanks!
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daniel4162 avatar image
daniel4162 answered ·
Hi Chuck, can you help me with my current issue, or just sell me service? I already have RC service.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hi Daniel I would be happy to work with you I am a reseller of Ring Central services So give me a call so I could explain the benefits Chuck 630 975 1200 Certified Ring Central Installer
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mike answered ·
Daniel,  Sorry for the frustration.   I've created case 05451210 for you and have already escalated this. Someone will be in touch as soon as the review the details. 

Mike 
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Hi Mike,

I have not received a follow-up from anyone about this issue. I have once again reached out to RC Sales to confirm the functionality of additional direct dial numbers, and I have also reached out to my RC Rep to fix the over charge. Below is the message I sent to my rep this morning.

I've invested a lot of time trying to get this fixed.

Hello R******,
Thanks for your reply. 
However, I must continue to insist that our account was setup incorrectly. If you are unable to fix this, please escalate the issue to someone who can. 
I have confirmed with several people at RingCentral (Tier 2 support, sales) that it is possible to send and receive calls and SMS to/from direct dial numbers. I can have many additional direct dial numbers for $4.99 each per month. I can have numbers in New York City, Los Angeles, Chicago, San Francisco, etc. etc. and all of these numbers will receive incoming calls and SMS to 1 RingCentral account, and each additional number will cost only $4.99 per month.
Most importantly, I have confirmed that additional direct dial numbers will allow me to *send* SMS and *make* calls from all of my additional numbers by selecting the from caller ID for that number when making a call or sending an SMS. The desktop app and smartphone app allow users to select the from number on-the-fly when making calls or sending SMS. The VoIP desk phone from" Caller ID can be changed from the ringcentral.com admin page.
I am confident that I have been incorrectly charged for 2 additional accounts @ $34.99 each. All that was necessary for me to have multiple numbers was to add additional numbers to my account for $4.99 per month. I would like the 2 un-needed accounts removed and a full refund for the $953.46 owed. I want to keep the 2 additional direct dial numbers that have been provisioned to me (50*-28*-17** and 50*-28*-17**).
Finally, I have attached the text from a sales chat with someone on your sales team this morning. I specifically asked if it was possible to have multiple numbers that can receive calls and SMSs and the caller ID from number can be selected to make calls. Please see attached.
Thanks, Daniel.



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daniel4162 answered ·
Hi Chuck,

Thanks for clarifying, I'll give you a call to discuss, but I thought first I should give you a quick outline of what I'm trying to achieve - considering your experience with the RC platform, I think this will be easy for you to give me guidance.

When our RC direct numbers were set up they were provisioned from the wrong city. Correct area code, but wrong city. This causes problems when we make calls to phones that don't have Caller ID Name (i.e. cell phones). Our calls are identified from the wrong city and it causes confusion and sometimes people don't take our calls.

I proposed to fix this problem by simply adding additional numbers from the correct city. This would allow us to continue to use the numbers that we have been using for several years, but also use the new numbers as needed. Ultimately we could transition to the new numbers if we wanted to.

What I hope to do is to have 1 phone account that has multiple direct dial numbers. Each of these numbers can be used for incoming calls, incoming text messages, and we can configure our devices for whatever outbound number we want (i.e. my desk phone, my mobile app, desktop app, etc. can all have whichever outbound number I choose). This is especially easy on the mobile app because I can select the "from" number right from the dial-pad on a per-call basis.

Is it possible to have multiple numbers per phone account that can be used for incoming calls/SMS and selected as the outgoing caller ID number?

My rep said this wasn't possible and the only way to do this was to set up additional phone accounts. This is why we were charged for 2 additional phone lines for a total of $1073.22 (we're on an annual pre-pay).

Let me know if I've misunderstood how this should work.

Thanks! Daniel

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Chuck Fuscone answered ·
I would have to do some testing but additional company numbers could receive texts I could test Bu I think I have set this up in the past for other customers. I like your idea on the new numbers with correct city That should work Will run a few tests on my end to see how that works Thanks Chuck Thanks
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Hi Chuck,

Thanks for your offer to research this. Let me know what you find. I'd like to finish getting the refund for my overcharge, but I want to be sure I can use the additional numbers as I think I can. Thanks, Daniel
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holcombe3739 answered ·
HA!  i have the same problem.  I've found that most RC account managers are useless.  They are more interested in upseling my service rather than answering questions.  I've "fired" 2 of them so far and had to request from a supervisor to get a new RC account manager.   It's sad.
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Holcombe, give me a call, I would like to work with you as you main point of contact for RC related issues, configurations ETC.

Being a resell er, I have the training and certification to support your needs.

Look forward to talking with you

Chuck Fuscone
Certified Ring Central Installer
chuck@yoritguy.com
630-975-1200
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daniel4162 answered ·
Hi Mike,

Thanks for following up. I still need assistance with this.

I received a phone message yesterday, but no callback number.

I also received the email and replied, however, it was sent to our administrator account not to me personally. There was no callback information in the email either.

Can you provide me with the number to call and I'll follow up.

Thanks, Daniel.
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Daniel one of our Tier 3 agents will be contacting you so I don't have a specific number.  I see they've tried calling and left messages. Is there a time an number they can reach you?
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Chuck Fuscone answered ·
Not trying to sell you You are already a customer. I get it Just offering a way so that you have some one to work with that is versed in the config. I can't help you with this issue as I don't have the back story but moving forward. I would be able to I could explain more over a call Thanks Chuck
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mike answered ·
Daniel,  Do you still need help with this?  I've escalated this to our Executive Response Team (Case 05451210) and looking at the notes, they've tried to call you and email you with no response.   If you need help can you respond to them, or reply here with good contact information so I can pass it along? 
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