What happened to Customer Service?

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  • Updated 6 years ago
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What happened to Ring Central Tech Support and Customer Service?

I used to get issues resolved the same day, now you have to handle things via emails and all they do is apologize and promise a fix, but nothing gets fixed. And when support sets up a time to call me the following day, they never called. I am getting ghost calls all the time, and yet online I cannot see how many minutes are left in my plan after getting all the calls from nowhere, and I used to be able to see how many minutes were available each month. What happened to Customer Service?
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John W

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  • beyond frustrated

Posted 6 years ago

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Desiree, Alum

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Hi John,

I'm sorry about the experience you're having.

Would you mind sharing your ticket number so I can look up the case and see who was supposed to call you?

Thanks.

Desiree
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David Huffman

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This is ridiculous! I get 5-12 of these calls everyday. It has made it so that we can't even use a an answering service as the answering service charges per call, even these ghost calls. Looks like it is time to change systems. This is obviously a scam being ran by Ring Central to increase profits. We are thinking about putting together a class action law suit against Ring Central. Please feel free to email with your information at info@freshstartlawcenter.com. This has to stop and Ring Central needs to pay for this!
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RC-Installer, Champion

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Hi David, are you ghost calls 4 digits and not showing up in the log?

I have helped people with this scenario by making some port adjustments.

If the calls are registering in the log and they are dead calls with no call back, then RC should be crediting for those minutes.

I know in the office plan that under billing it shows how many minutes are used.

What plan are you on?

Thanks

Chuck
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RC-Installer, Champion

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Hi David, are you ghost calls 4 digits and not showing up in the log?

I have helped people with this scenario by making some port adjustments.

If the calls are registering in the log and they are dead calls with no call back, then RC should be crediting for those minutes.

I know in the office plan that under billing it shows how many minutes are used.

What plan are you on?

Thanks

Chuck
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John W

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According to RC they are valid calls, even though there is no one there. I am now getting several per day and I catch them all on the 1st or 2nd ring and there is no one on the line. I have been through the four digit issue and that has stopped but these other calls, primarily from VoIP phones is only getting worse. Each call, even if I catch it on the 1st or 2nd ring are 2-3 minutes minimum per call. I watched one call that lasted less than 20 seconds register as 3 minutes on my account. Just a rip off! No idea how many RC customers there are, but if everyone was losing 10-30 minutes per day on ghost calls that would add up to some very nice profit for RC, so where is the incentive for them to make things right.
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RC-Installer, Champion

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John, give me a call if you have a chance

I have been researching and would like to share some things with you

Thanks

Chuck
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RC-Installer, Champion

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630-975-1200
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David Huffman

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I do not use a RC phone. Rather all calls are routed through to land lines and cell phones. This is definitely a scam that is equating to a ton of profit for RC. This will be investigated.
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H Sch

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It started to suck about 3 years ago when company started growing like crazy
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LimoMan

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Unfortunately this seems to be a problem with RC. I have had several problems two which still is not fixed. Support just keeps transferring me to someone else. I have also left messages and email management which has gone with any responses. Support don't even answer my support tickets anymore. Guess they don't care about their customers. Might be time to search for a new VOIP provider. Maybe if I stop paying the bill someone will call me!!! HaHa
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Ben Foster, Alum

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Hi LimoMan - I apologize for the poor response rate on our part. I'm having a support manager take a look at the cases where you never received a response. Regarding the specific issue you created tickets for, this was fixed last month. Let me know if you still cannot record a custom ACR greeting.
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Mark

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I have been a customer with RC now for only 4 months and still not fully switched over so I can take a good amount of time in testing the features and quality of the service. There are a few things that is still ticking me off with my RC system.

When I contact spt via phone or ticket, I don't always get the correct response or the other person is really understanding what I'm trying to say even though I'm being very clear in my instructions.

It appears that at every turn I have to reboot my phones, this is a pain in the butt. With my PBX land line system that I have had for 10 years, I have had to reboot this system twice. With RC, I have to reboot around 2-4 times a week.

I like all of the control via the website on my account but with that comes all the little triggers to get the system up and running properly. I am still not up to where I should be, I can not port all of my key phone numbers over to RC until I know that my phone system is very stable. I have spend many hours try to program the phones, sort out tech issues and testing to see where the problems come from.

I am keeping my existing PBX system in case this RC thing doesn't work out in the long run and go back to my phone company. I don't believe VOIP quality is where it should or needs to be at this point. RC has to do some serious catching up for me to be happy with my business.
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Mark

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I have been a customer with RC now for only 4 months and still not fully switched over so I can take a good amount of time in testing the features and quality of the service. There are a few things that is still ticking me off with my RC system.

When I contact spt via phone or ticket, I don't always get the correct response or the other person is really understanding what I'm trying to say even though I'm being very clear in my instructions.

It appears that at every turn I have to reboot my phones, this is a pain in the butt. With my PBX land line system that I have had for 10 years, I have had to reboot this system twice. With RC, I have to reboot around 2-4 times a week.

I like all of the control via the website on my account but with that comes all the little triggers to get the system up and running properly. I am still not up to where I should be, I can not port all of my key phone numbers over to RC until I know that my phone system is very stable. I have spend many hours try to program the phones, sort out tech issues and testing to see where the problems come from.

I am keeping my existing PBX system in case this RC thing doesn't work out in the long run and go back to my phone company. I don't believe VOIP quality is where it should or needs to be at this point. RC has to do some serious catching up for me to be happy with my business.

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