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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Saadet - Community Moderator, Official Rep

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Hi Evelyn, you can call our Customer Loyalty Team at 888-898-4591, Option 5 - they can go over your account details and options with you. Again, I'm really sorry about this.
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Eryn Phipps

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Jan Ferguson, 
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!       
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Steven Suslick

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I am also a channel partner and had similar belief to the opening issue but my understanding was that the mobile app would use the cellular users phone and just mask the number. This way for example my Pizza customers could use an extension to reach their drivers without incurring a user fee. But the key was that the call was using the cellular carrier not RC voip.
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Eryn Phipps

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We were told there would be no charge for mobile users going through the app when we signed up. Considering RC changed their service terms, this was how the application was sold to us (and I assume, to countless other very small businesses that don't want their employees to have to give out their phone numbers to call and /or receive calls from clients). RC is now VERY expensive (due to their change in our original service agreement) in comparison to other phone apps. We're still very small, but will be switching phone apps soon. Phone.com charges per minute which may be a more economic choice for us since our part-time staff (who provide in-home services) so seldom need to chat with clients when off-site.
(Edited)
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Steven Suslick

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I like your comments if you are really considering leaving RC for the above company I may have another company for you to look at but they to are minute based. I am still a dedicated RC customer and reseller and I hope they will revisit this issue and find a more suitable cost but at the moment it only effects my future clients.