How do I escalate an issue to someone who can actually fix and has authority to fix?

  • 0
  • 1
  • Question
  • Updated 8 months ago
  • Answered
Need to "escalate" my current issues.  Three new phones paid for.  Only two arrived.  Other delivered to some random address in Tuscaloosa, Alabama.  Neither of the two phones that did arrive have the numbers transferred.  Losing clients daily.  Started my order process months before our new office opening.  I cannot get anyone to fix this.  
Photo of John

John

  • 110 Points 100 badge 2x thumb
  • angry at losing old clients and potential new client revenue

Posted 10 months ago

  • 0
  • 1
Photo of Taylor

Taylor

  • 2,242 Points 2k badge 2x thumb
You should have an account manager. Phone them.
If RC can't handle the process for you you can always order from CDW (or similar) and set them up yourself. Not very difficult.
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 21,272 Points 20k badge 2x thumb
John, please contact your Customer Account Manager directly.  

The Community Forum is not really the place to mention this issue - no one in the Community Forum can do anything about a mis-delivered order.  

Saadet or Michael - please redirect this user.
Photo of RC-Installer

RC-Installer, Champion

  • 27,716 Points 20k badge 2x thumb
is your other number with your old provider?

Could you forward so that you could answer the calls?

Chuck 
Certified RC Consultant
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 65,598 Points 50k badge 2x thumb
Hi John, this issue spreads across multiple teams such as shipping, porting, etc. I'm going to forward this over to your Account Manager so that they can get in touch with you and coordinate a solution
Photo of John

John

  • 110 Points 100 badge 2x thumb
My account rep is the person that this order was placed with, and the individual that all of these issues have been presented to in hopes of finding a solution.  Our repeated attempts to send it up the chain have been met with no success.  So, we searched this forum for similar issues and possible solutions.  Several topics with the same issue were created and received immediate attention from a manager at RingCentral (who I assume must be monitoring these discussions.)  
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 62,226 Points 50k badge 2x thumb
Hi John, I created a case for you and escalated it to our Sales Management Team who is looking into what happened and will contact you once they have more details
Photo of Brand Telecom

Brand Telecom

  • 60 Points
Our case has been open for several weeks, still having issues with our German numbers. The support person is not providing timely or meaningful updates.  Trying to escalate, with surprising and worrisome lack of response.   We have reached out to our account rep and she refers us to someone else who doesn't respond.  We have asked several times for escalation contact information, but they avoid the question and don't provide it.  Feeling ignored and very frustrated.  A little help please?
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 5,872 Points 5k badge 2x thumb
Hi Brand Telecom, 

Sorry to hear about this! I can look into this on your behalf and reach out to your account manager, or another team dependent on what your case is about. Can you confirm your case number please?