Remove charges for mobile users

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It seems that clients are now being charged to add mobile users. That is to add additional extensions that can receive phone calls. This is after we were repeatedly told that there was no additional charges to add these. Feels like bait and switch, since true pricing is withheld until after the purchase. Why?? Simultaneously, new users are getting FREE phones offered to them. Why??  Really bad for customer relations, customer retention, and public relations
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Department

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Posted 2 years ago

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J.B. Ferguson, Champion

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DISCLAIMER - I am NOT a RingCentral employee! I've been a RingCentral customer for a long while and have received and understood the information I am providing below.

Customers are not being charged to simply add extensions that can receive calls. There is more to it than that. In a nutshell, many were using the mobile app or desktop app with that "added extension" to bypass purchasing a user license. With it they could log on the mobile app using the account's main number + their extension number to make and receive calls. It certainly is not bait and switch. RingCentral's prices are plainly listed on their web site and/or if you are paying on a contract, it was spelled out in the terms there.

If you are a business with 100 employees and all the employees use a phone in their job to make and/or receive call, either via a desk phone, or computer app (mobile or desktop) you would need to purchase an account with a incoming/outgoing line for those 100 users...namely 100 digital, direct dial lines (DDL's) capable of making/receiving those calls. You cannot purchase a single user license and then create 99 free extensions and then use the main number with those extension numbers and a computer app (mobile or desktop) to bypass the system.

Just like your home phone, if you want two people in the household the ability to be able to make two separate phone calls at the same time, your POTS phone company will charge you monthly for two lines. Straight forward...no bait and switch. Why should RingCentral be any different as a phone service provider?

The way the technology works in the mobile and desktop apps seems to suggest there is no way to prohibit the activity I mentioned in the previous paragraphs (using a free extension to bypass purchasing a user line).

The FREE phones offered to new accounts is a sales perk. Not all users get them (there are always restrictions to something....like the length of the contract, the number of lines, the product edition purchased, etc.).

This has been widely discussed in the forums but much misinformation and supposition abound. Did you inquire about this with your account manager or RingCentral sales before posting?
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SMEChong

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JB Ferguson, for the last 5 years we used RC, we were never charged mobile users. We have a digital line and the extension associated with it was never used. We were not even aware that was the only ext that we could use without being charge. We have less than 10 people working for us and most of them don't bother to use RC. Nonethless we created ext for them so that they could use RC to call out if they didn't want to use their own phone. So, in a month, we get maybe one or two users charged as mobile users. And all the while, the digital line extension was not even used. So much of RC helping us out.
The "mobile users"do NOT receive calls. Only one extension receives call and we do not forward calls to other extension. Our usage of RC is that simple. No fancy PABX requirements. Just a line for people to call out. Only one extension to take all calls. And for that, we are asked to pay 10 times more. I am ready to move on.
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David Balian

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Sad truth though: RC knows their competition and their pricing. That is why they are screwing everyone including old loyal users like us. This is the rub. We did a lot of research on other providers, most of them are comparable in price if you allow all extensions to have unlimited forwarding. I believe Nextiva and Grasshopper are less costly than RC. Also 8x8 has one "basic" plan if you talk to a person they can offer that is cheaper also. I just got a quote from them. Just know that other providers costs aren't significantly less unless you turn off forwarding. But as much as I feel burned by RC if you turn off forwarding the overall cost isnt bad but we are still considering switching on principle.
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J.B. Ferguson, Champion

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I'm a telecommunications advisor and partner. I partner with a good number of VoIP/UCaaS providers and as far as I know RIngCentral is the only one who charges mobile users in the way both David and SMEChong have described. While most, if not all, will allow a mobile user, if they have a paid digital/direct line, the use of that line is without restrictions. I have clients with other providers who forward to answering services, to their home phones, and many other alternatives without additional charges.

In the RC "original mobile user plan" as we were instructed on it and in the notice I got as a client as well, it also said that I could forward any call to anywhere as long as it originated on a paid direct/digital line. Based on what you are saying, this has indeed changed.
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SMEChong

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I can definitely find a better deal for my simple requirement. Even if I have to pay the same amount that RC would charge, I will switch out of principle. I don't like buying from a company that reneged.
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J.B. Ferguson, Champion

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I agree with you.
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Heather Matera

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We had ring central about 10 years ago for a period of about 4 years for a business we owned at the time and had it set up this way.  A couple of years ago we got 2 accounts for 2 businesses we currently own and were assured by the "chat" on the home page that setting it up this way was fine. And on several occasions our account manager helped us set these up.  Its hard to see it as anything other than a money grab by the company.

"Why should ring central be any different?"  We got ring central because we thought it was different.  If its not any different, why should we be using it? 
Instead of being happy ringcentral customers who encourage other small business owners to use it, we are now going to be looking at options to see if we can find a more affordable solution.
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Saadet, Employee

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Hi Heather,

I've escalated this to your Account Manager. You should be hearing from them soon!
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Chris Duquette, Champion

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I had tech support help me out with call flow issues with a call queue which did not have the flexibility my customer needed build me an extension that had all real users of the account (paid premium users) in it to handle call flow and set hours and overflow better. This was brought up and built by a ringcentral partner tech support agent. After being contacted by another customer and they have the same setup and now a billing issue which i had to have set straight by my account manager. This seems like RingCentral should be able to tell if calls are being directed away from or to unpaid freeloading extensions or to true paid user extensions.
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Saadet, Employee

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Hey Chris, really sorry this happened :( Could you email me the details of the Accounts involved and who you spoke with? My email is: community.support@ringcentral.com 
You are wrong my friend!! After more than 10 years of being ringcentral customer we were charged 250 bucks for "Mobile User" which is ridiculous as we dont know what is it, When we contracted (more than 10 years ago) that was offered as a "follow me", "find me" and a free app. It looks like all these  service names have changed the name, the name RC called them and suddenly want to charge us 250 bucks for a "service" that we did not know it even exists!!!  I will dispute it tomorrow or close the account. We have only one ringcentral softphone or software downloaded in only one pc to send faxes out, one RC phone device where we receive incoming calls, however, they charged us three mobile users without any advice!!...Steal somewhere else
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OnCallAnswer

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Good luck, we were able to stay with Ring Central but had to revamp our whole set up because as a telephone answering service we get 13,000 calls a month
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Chris Duquette, Champion

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I had a customer remove my ( their vendor / the person who sold them RC) extension because they misunderstood the email and charges that would be applied and thought they'd be charged for me having an extension on the system even though my extension neither makes or takes calls for them.
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Noah Wieder

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I just reviewed our RC billing statement to find two new charges for July and August 2019 for mobile usage even though we changed nothing in our system. All of a sudden in the last 60 days we are being billed $44.99 (ref #9805770012). Why are we being billed these again.  The same thing happened last year and tech support changed everything in my setup so we would not be charged those fees.
(Edited)
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David Balian

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Our business has been using Ring Central for 10 years or so and just now we were charged Mobile user fee for last month. But nothing has changed. We didnt add a mobile user. If ring central is going to charge us $56.05 for every person that downloads your app we will UN-install them immediately. Ive called and left 3 messages for support and no one has called me back to explain the charges and new fees. I will cancel and switch to another company! Please contact us.
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Becky - Community Support, Official Rep

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David, it looks like you are in contact with your account manager. Please contact us directly if we can assist further. Review@RingCentral.com
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Steven Suslick

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this happened to us too. A while back it used to be that we could make calls via our mobile carrier but now the bill trigger seems to be incoming or outgoing calls to that extension. No relief supplied to us at this point.
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Kevin Dougherty

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The same thing just happened to me and the support person could not provide a reason of logic for this charge. She did say it was just implemented in December.  I can't afford doubling of a phone service for some arbitrary decision that was made and was never communicated to me.  I have reached out to my account manager but have yet to hear back from them.  This is not only ludicrous it a bait and switch if I ever saw one. Time to find a new service provider after having been a loyal client for over 10 years.
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David Balian

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HI All, I've been dealing with this for a few weeks now here is what I've learned:
In 2018 RC started charging people a fee for mobile users. If any of your extensions get or receive 10 or more calls forwarded to a phone they will charge you a fee for each user. In our case the mobile user fee was supposed to be included for at least 1 user per our plan but they still charged us. This should be true for most users/plans. After hours and hours of coordination with them they basically said I needed to pay additional taxes so they can apply the free mobile user that Im supposed to have per our plan. They did refund us for 1 month of fees since we were supposed to get it as included in our plan but they charged us for a 2nd month of fees and even though they said just email us if it happens again and we will refund it they simply wont email back after 3 attempts.
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SMEChong

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The mobile user charge is a rip-off; it was not the model we signed up for with RC. The RC model that was sold to us allowed users using the mobile app to make calls through the single line. If you want more functionality like receiving call from your extension, then sign up for another line. All we needed was for a few associates to make call on RC when they do not wish their personal line.
The mobile charges we have incurred since Nov 2019 is close to the amount that we are paying for our annual fee.
The new RC model will not work for us. If I have to pay 5 to 6 times more, I would be better off getting a local service that will cost much lesser than the new RC model. 
I am looking around for a new provider and will welcome pitches.
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Becky - Community Support, Official Rep

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Every customer situation is different. We encourage you to reach out to your account manager to negotiate your specific account. 
We've contacted your account manager to reach out. 
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SMEChong

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I have been trying to contact my account manager since Dec and he has not contacted me. Contacted support twice in the last few days and they conveyed message to him and he has yet to call back.
This lack of response says it all of RC. Small customers are not the focus of RC.
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David Balian

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We too have been customers for years and we renewed September of last year and in the middle of our term we’re hit by these charges in December. Calling account manager doesn’t work. We did that. They knew we were stuck in a contract u til next September. They offered us NOTHING. We switched our account to monthly then told our Credit Card company to block RC charges. We will be switching to 8x8 or grasshopper when our contract is up.

So ya. We spoke to Hector our account manager several times. We gained nothing.