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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110 Points
- Decieved
Posted 2 years ago
J.B. Ferguson, Champion
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36,636 Points
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262 Points
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.
"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.
Saadet - Community Moderator, Official Rep
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62,226 Points
Hi Heather,
I've escalated this to your Account Manager. You should be hearing from them soon!
I've escalated this to your Account Manager. You should be hearing from them soon!
Chris Duquette, Champion
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16,316 Points
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.
Saadet - Community Moderator, Official Rep
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63,700 Points
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
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94 Points
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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2,060 Points
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
Chris Duquette, Champion
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16,316 Points
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)
Saadet - Community Moderator, Official Rep
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63,650 Points
Hey Noah, you will want to speak with your Account Manager to get more info about your bill. If you don't have their contact info, let me know!
Yes, please send their contact info.
Luke, Training Specialist
We have answered some Frequently Asked Questions about Mobile Users as well. If you have further questions, there is a number for sales on the FAQ page you can call so we can look at your account and users in more detail.
OnCallAnswer
Saadet - Community Moderator, Official Rep
Evelyn Santiago
Saadet - Community Moderator, Official Rep
Really sorry for this frustration. I've followed up with your Account Manager and asked that they contact you as soon as they are available.
Evelyn Santiago
Saadet - Community Moderator, Official Rep
Eryn Phipps
You are listed as a "channel partner." Does this mean you are a channel partner with Ring Central? Either, you are: 1) A channel partner ("A company that partners with a manufacturer or producer to market and sell the manufacturer's products, services, or technologies") or 2) You're unfamiliar with the term "bait and switch." Let me provide you with an example from Merriam-Webster: "A sales tactic in which a customer is attracted by the advertisement of a low-priced item but is then encouraged to buy a higher-priced one." We are a small start-up and researched potential VOIPs extensively before choosing one. We chose Ring Central over 8x8 (at that time) because we were informed by our rep that there would only need to pay for 1 line, and that there would be "no charge" for staff using their mobile phones. We were then told, as was everyone else (AFTER we purchased and started using the system); that, in order to use the same basic call features, we would HAVE to pay $54.99 per month if staff were going to "use" their extensions to make or place calls. I have some staff who literally work 5 hours/week. I'd be "losing money" by paying $54.99/month per part-time staff member. We provide in-home services are not a high phone use company. Why in the world would I pay that, when I can literally buy cell phones for everyone for less? Ring Central said they raised the price because soft phone users can now access all of the features (i.e., new, "fancy" features) of a regular line. That's nice, but I didn't "ask" for the new features. We just need a BASIC phone system. I find it ironic that Ring Central is now charging me extra for features THEY decided to spend R&D $ on, that I didn't ask for, and don't need; however, I'm now being required to pay for those added features and not being given the option to "opt out" of the "added features" we don't need. So, we were told and sold one thing, and later told we'd have to pay 100% more per extension to use it. That IS the epitome of bait and switch. If anyone else has found a reasonably priced HIPAA-compliant VOIP to replace Ring Central, please share this information with us - because we're currently looking for one. Thank you!
Steven Suslick
Eryn Phipps
Steven Suslick