Customer Service Complaint

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Customer Service Complaint-

Our company has been with Ring Central for over 5 years and we have added lines and upgraded services over the past 5 years.  Recently, I have been beyond unhappy with the level of service I have received.  I asked to add a line of service and my new account representative informed me I would have to sign a contract or my cost per line would increase.  This was the first I had heard of this.  I was looking to add lines and I was being threatened that my costs would increase.  Since signing the contract, I have added 4 more lines of service and a conference line as well as purchasing new equipment for these lines.  Today, I asked to deactivate two of the lines as the employees are no longer with our company.  I was informed they could make an exception but I should not be deactivating lines of service while under contract.  I am beyond upset with the process and the service I receive.  The product itself is great but I am paying a lot of money for this service for a long time and am extremely unhappy with how I have been treated.  At this point, I intend to look for a new service provider when we are out of contract.
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Posted 1 year ago

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Saadet - Community Moderator, Official Rep

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Hey Christopher, 

I truly apologize for the frustration and confusion :( I have forwarded this to our Sales Managers who should be contacting you once they've reviewed your account details.
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Daly

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Hi

I have had a very bad experience that I can not even put into words I have all screenshots and the Agent that was taking care of my account disappeared and is not answering my emails nor messages leaving our business hurt and we lost 6 clients because of this.

I want file a complain and post this about RingCentral and agent melody.plazo@ringcentral.com  until maybe someone sees this from the higher management and does something about it.

Is this also your website? https://www.bbb.org/us/ca/belmont/profile/telecommunications/ringcentral-inc-1116-65952/complaints
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Saadet - Community Moderator, Official Rep

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Hi Daly, I'm really sorry to hear this :( Could you email me more details about what happened? community.support@ringcentral.com
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Alex Sekulovski

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I'm a  new member to RingCentral, and about a month back, I was unable to get any assistance from anyone in your organization on how to go about using your teleconferencing system.   I ended up figuring this out on my own, but I was (still am) amazed by how lazy and uncooperative my assigned RingCentral account representatives were - specifically Nikko Bullanday and Ailyn Rafer.    And that being said, I would like to know how do I go about requesting for a new account rep to manage my RingCentral account?       
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Saadet - Community Moderator, Official Rep

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Hi Alex, I'm so sorry about your current experience. I've contacted our Sales Team and requested that you get assigned a new Account Manager.
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Alex Sekulovski

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Thanks, Saadet.  Much appreciated!    
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RC-Installer, Champion

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Hi Alex, plenty of RC partners here that manage accounts for customers.  I do this all the time.

May be worth talking to one or more to see if that may be a fit for you.

Thanks

Chuck Fuscone
Certified RC consultant
Chuck@yoritguy.com

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Alex Sekulovski

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Well, I tried that as well by contacting Ailyn Rafer (another RC partner) when the person (my Account Rep)  from RingCentral (Nikko) ignored my emails, but that didn't work either, because Ailyn did the same thing (ignored the email i sent her).   

Chuck, when someone from RingCentral calls a new customer directly (by email and over the phone) instructing them that he is responsible for their new account and to reach out to him for anything needed, is it really up to the customer to keep trying to contact more RC partners, that is,  until the customer finds the right person? :)  Is this really how this organization works? :)    Let's hope not!  
  
Listen, as I had noted earlier, I'm a new client with RC, and from the little experience I have had to deal with RC (including reading Chuck's ridiculous comments above), I would rate RC's customer service with big ZERO out 10.   And I'll keep passing this message along until RC corrects this problem!   
 
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RC-Installer, Champion

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Hi Alex, I don't know what was ridiculous about my comments above.  Seems strange that after being introduced to a partner that that person also did not return calls or E-mails.  As you could see I am responding here, so if you want to work with someone that is responsive and could help you with your setup, then reach out otherwise keep trying your existing approach.  I do agree you should get better responses but I of course do not know the whole story.

Chuck Fuscone
Certified Ring Central Consultant
Chuck@Yoritguy.com
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Alex Sekulovski

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Chuck, first of all, I didn’t know you were my new RC partner.  To me, you sounded more like someone adding his personal commentary on a subject matter that probably should have been simply addressed with a quick solution.  

Also, I’m sorry for using the word “ridiculous”.   I’m somewhat old school, and I might be a little too aggressive with my wording.  I guess your earlier comment about me needing to basically keep trying until I find the right RC partner that can help me with my needs sort of set me off - if you know what I mean.  :)

And I do appreciate your additional commentary on the subject matter regarding the fact that you “don’t know the whole story”, and that if I don’t want to work with you I can “keep trying my existing approach”.   Amazing!   

Have a nice day, Chuck.


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RC-Installer, Champion

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hi Alex, why dont you send me an E-Mail and I could explain a few things that might clear up some of this dialog on the site

I will leave it to you to send me your contact info

Chuck@Youritguy.com

Thanks