Poor Quality Of Service & Calls

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Dear All

Having been with Ring Central for nearly two years, we are very very unhappy with the service provided and would not recommend anyone take on this service.

We have made constant efforts to approach Ring Central and have even made two formal complaints. At no point have we been offered help, compensation or indeed received any contact in response to any of our complaints. 

The quality of calls (even through the best internet available on the market) are terrible, with calls dropping out, and if they are working are very poor quality. On top of this, the customer service has been lacking. STAY AWAY.  

Best

Ryan 
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Ryan Fuller

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  • Frustrated and ripped off.

Posted 1 year ago

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Gene Gaines

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Poor user! I have used RingCentral in a variety of environments. Yes, have run into problems. In every case, problem was NOT RingCentral.

Some of my users have called RingCentral directly when they had a problem, stated something like "it is not wotking" and have been upset when it was not corrected immediately.

Call in with a description of the problem, and RingCentral tech support is excellent. 3 years using RingCentral in 200 locations. A few problems, every one a user problem.

This complaint has the mark of a know-nothing.

Like my CEO who called RingCentral for 10 days to complain about "terrible quality" but refusing to troubleshoot the problem. Finally complained to me. We called RingCentral support. I told CEO dammit answer their questions. A minute later, her "terrible quality" turned into "I cannot hear anything". Plugged phone cable into the wall and problem fixed.

Blustering about RingCentral is a poor way to solve your problem. Wate of everyone's time. Gene Gaines gene.gaines@gainesgroup.com
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Ryan Fuller

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Gene, Thank you for your response. Sorry, you feel that our post has wasted your time as this was not our intention. Having not been able to get anyone to respond through the normal channels, this post was our last option before referring our case to www.ofcom.org.uk. Although I would like to thank you for your efforts and the time taken to respond and defend Ring Central, I would also respectfully remind you that you needn't respond to every post. Have a great day. 
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Gene Gaines

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Ryan, Contact me. We can fix your problems. Not insurmountable. No charge. I have the IT knowledge. Gene Gaines +1 703-991-9468 gene.gaines@gainesgroup.com
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Chris Duquette, Champion

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More often than not it'll end up being an issue with QoS on your IT departments end. Are the data and voice on separate circuits? Sometimes using 1 circuit for both can cause a bottleneck and make for a call quality issue, but those can be addressed through a knowledgeable IT guy who could check into settings on your equipment to make sure voice takes precedence over data and you shouldn't have that issue as much or at all. RingCentral's support is very helpful and should always be able to help you sort out your problem, if the first person you get on the phone cant help, they will move it up the ladder and you the assistance you need. Give it a chance once you've given RingCentral as much info as possible, or even have them try and find you a local RingCentral Certified Installer to come help you out so you're not  burdened by it quite so much.
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Ryan Fuller

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Thanks, Chris, This has been very helpful indeed. Unfortunately, as an SME, we don't have a "helpful IT guy" to rely upon. Having been all the way up through Ring Central, not once have they suggested we can get a local representative to come out and help. 
Our phones are all directly plugged into our network, and our broadband is the best available. However, if you can separate telephones from the normal internet usage, this may indeed help. 
Again, thank you for your help. We are in SE1, London if you know of anyone who would be able to help.  
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Chris Duquette, Champion

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I would contact your sales rep from ringcentral and see if they can put pressure on someone to get someone to try and help you out. I'm an installer but I'm in south Florida, and I can't meddle too well with routers and other inside network issues, but I have run into those types of issues before and it's all usually rather fixable somewhat. Hopefully they can help you get it resolved in one form or another, I've worked with a few different VoIP providers and ringcentral is by far the best, without having to pay for every little feature you'd like to use or still have equipment on site.
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Ryan Fuller

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Thanks, Chris. Yes, very useful comments. Unfortunately, we are back to the poor service problem. It may well be the difference between the UK and USA support services. We've written, emailed and called on numerous occasions and not had a response. Each engineer goest through the same process with us and then we await a callback but nothing.  Moreover, the sales consultant who sold us the system left the company shortly after.

I hope that someone in the know will contact us directly as we are under contract there are very limited options available to us.  
(Edited)
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EPalombizio

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I've been a RingCentral customer for 7 years and have had no issues with the service or support as a fax only customer. I'm considering switching out my on-premise system and I have no reason to believe their support fall off a cliff for voice customers.

I've been testing out their voice services over the last 6 months and have had zero issues with the service.

This community is one of the best I've seen for a hosted solution and I expect if you posted your issue here, someone could chime in with helpful tips to see what's going on.

There are many variables to a successful VOIP deployment.
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Ryan Fuller

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Thanks for your comments. The reason for our post was to try and get some help. Which we have received from one user above. 
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Jan Ferguson, Champion

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Ryan,

For what it's worth, most (if not all) poor quality of service issues have to do with network and router setup. I'm not saying unequivocally that this is the issue in your case but have you checked any of the support knowledge base articles or the like on the RingCentral support page?

Here's a good start, if it's something you have not already examined:
https://www.ringcentral.com/search.html?Submit=Search&q=quality+of+service
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Ryan Fuller

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Thanks for your time Jan. Much appreciated. 
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Andrew, Champion

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Hi Ryan,
I second the comments posted here. We support many RingCenttal networks and have 0 issues. While good internet is a high priority, getting your network dialed in is just as important. Sounds like you have a gem in Gene Gaines. Once you get your network dialed I think you will have a completely different experience. We are in San Diego and have been with RC as a customer for 7 years and a partner now for about 2. Support has always been very good from our experience so it's a shame to hear you haven't had the same.
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Ryan Fuller

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Thanks Andrew, It's a shame that Ring Central haven't stepped up to help. I am very grateful to all that have responded.  Whilst we are chatting, can you say that you've received the same quality from the smartphone app? We've had huge problems getting this to work, with dropped calls, people not being able to hear us e.t.c. The app was one of the biggest selling points. 
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Andrew, Champion

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Yes that is quite surprising to me as I know so many of the people in the support department and they are all so great and responsive.
Regarding the mobile apps, we use these daily and have a great experience with them overall. Our clients live by their apps too. With iOS call kit available now, ringcentral jumped right on the development in their app and made a great app amazing. The call kit integration has been the number one greatest update to the RC mobile experience to date. If your mobiles are having poor call quality and they are on your network, then once you get that sorted out, I'm sure this part will be resolved. If you are having issues away from your network or just on cellular, it is likely the carrier not having good LTe data.
What kind of router/firewall do you have at your office?
How many users?

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