Whys does ring central have worst customer service of all VOIP providers?

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Rocky Levee

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Posted 4 years ago

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I'm sorry but I can't see where you can claim that unless you have been a customer with ALL available VOIP providers and dealt with each of their customer service/support departments. In my case in the 5+ years I have been with RingCentral, and I'm sure with many others as well, customer service/support has always answered within three rings and I have never been put on hold for 30-60 minutes as you stated in another post.

I'm not negating the fact that it may have happened to you or anyone else and I certainly am not looking at being argumentative. I just can't see where anyone can make an all inclusive statement as the subject of this thread since there are so many different VOIP providers.

What type of issues have you had which would have you claim the worst customer support?
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Rocky Levee

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Yeah dude you are drinking the kool aid or work there !
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Here is a simple example. We have 2 sites and 8 extensions. All went down... phones lost connection at both sites - still had IP at each site, looked at RC online status - and guess what - everything working ok... for about 20 mines everything was down. Logged a critical support call online.. I had an email 2 days later, asking if our phone system was still not working. The difference between pre sales and post sales is literally unbeleivable. The best pre sales experience i have ever had. The day i entered my card details was the day the great experience stopped.
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Dustin Showers, Champion

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@ Andrew - sounds like your ISP could've dropped too...  may not have been RC?
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That was our first thought  - we have 1gb fibre connection in one location, and 100 ethernet in the other (the two locations are in different countries). The fact i could look at the RC status, log a fault on their website whilst IP phones were down... and  we monitor our ip lines as we have mission critical services running on our systems. 
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Andrew UK

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they fixed it in 20 - 30 minutes, but the fact their status was showing green, and no one responded to a critical fault logged for 48 hours...

that said - this thread reminded me of a problem so decided to call support and whilst it took 45 minutes - they sorted out an issue thouroughly, politely, and very efficiently so maybe answer is to call not use their website. 
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I repost as soon as I get my new system in and then you will be better advised.
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Andrew UK

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I'm with you Rocky! 
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They have put me in POPEYE MODE where I have all I can standz and I can't standz no more !
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Rocky Levee

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You can always call the Phillipines and ask them ?
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Official Response
Sorry to hear if you've had a poor experience with our support team. If any of you have any outstanding issue that need resolved, please reply here with your case number, or use this link to open a new case. Open a Case  We'll have your issues escalated to our Executive Response Team right away. 

Mike 
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o3811661   that was done on Monday morning   8-3-15 still waiting to hear from anyone since Monday ? Today is 192 hours later . I would have a rep call me right away , still waiting for sale Ryan heath to answer email from Monday, Tuesday, Thursday  but you all did manage to get your invoice here no problems. You might get one more invoice out of me but you will also be showing up in court with me also.

 

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Thanks Rocky,  You'll hear from someone very soon. 
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Just wanted to add a few details to this thread. Rocky, we had the same experience yesterday. The entire network was down, nation-wide. I am far more interested in the response that RC promised within 48hrs, regarding this outage. This little line has since been removed from the support center.
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it hasn't even been 12 hours...  cut them a little slack, sheesh.
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:-) Like i said, I am far more interested in the response.
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196 hours DB !
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I think we'd all like to know why we had an hour outage, sure.  

it's clearly not going to be something as easy as "oops, sorry... Gary tripped over the power cord." 

the entire country lost service!  
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Rocky...Dustin was referring to the outage *yesterday* and was speaking to what Josh. He is not referring to whatever you are talking about.
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Rocky...Dustin was referring to the outage *yesterday* and was speaking to what Josh. He is not referring to whatever you are talking about.
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Josh Miller

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Sorry to have caused confusion, Rocky. I felt your situation and thought I would reinforce that others are having outage issues as well. I hope the call with RC goes well and they are able to help resolve the situation.
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Ross

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My first attempt at this reply was removed by the moderator because I also complained about my contacts not working, which I've mentioned on another thread, so here goes:

I am also regularly disappointed with customer service. I find the people pleasant and apparently helpful, and when I call I usually speak to someone within 30-60 minutes, and when I don't have time to hold and request a call back I usually hear from someone within a few days if ever (once it was several weeks), but it seems that every issue I contact them with is "resolved" the same way, by telling me that the feature I want is not supported and all I can do is try to get enough other people wound up to get it noticed by whoever makes things happen (which is why I'm here instead of selling product).

Good luck Rocky and Josh (my phones also went down the other day and it doesn't even make my list of most frustrating things about RC) maybe RC should subsidize our cellphone bills. 

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Dustin Showers, Champion

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regarding feature requests.  i feel your pain, but i'm not sure you understand how these things work.  could you imagine if they dedicated a team to adding every single feature request that every single one of their customers requested?  I know I've stumbled on a few things i really wish were possible.  but there is a work around for pretty much everything.  

the system would be overly complicated and not user friendly if they added everything we asked for.  the purpose of "rallying" other people with the same request is so you can be sure what you're adding will benefit the masses.

my company has multiple offices, with multiple IVR's and multiple settings, a pretty extensive setup.  as a groundwork we setup each of the offices the same.  if there is a requested change, we bring it to a meeting and we vote on it.  if we get enough people that agree the change is worth making.  we make the change.  if we just configured every office unique for their needs, it would be unmanageable.

Good luck finding half the features Ring Central offers with any of the other comparable VOIP providers.
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regarding subsidizing your cellphone bills.   really?
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Claudio (Customer)

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Dustin, just curious, what type of company do you have ?
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Ross

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Dustin, I understand your point of view, and I do have a slight understanding of what is involved in implementing some software changes. However, the things I ask for are not extravagant or unique to my needs, they are usually intended features of a device that (according to the internet) is supported in most all cases except RC. I am not expecting RC to customize my phones to fit my needs, but to provide what I consider basic functionality of an office phone that I never even thought to ask about before finding out I can't have it. The other thing that is often irritating to me is that the feeling represented by support is that I'm the only one with my particular concerns. Which I can't believe. I'm glad that you are fully satisfied with the current offerings of RC.

Regarding my jab about cell subsidizing, I was joking but considering the percent of the time that our service is unsatisfactory (or just unavailable) and the amount that we rely on our cellphones since switching to RC, it's not out of the question.
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@Claudio, Medical Offices + Medical Scheduling Call Center

@Ross, could you share an example of intended feature?  perhaps my business could benefit from your suggestions, and we could start rounding people up together.
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I got a comment deleted by the moderator for doing that earlier, but since your asking, I'll try again. What's really bothering me right now is contacts. We just bought some PolyCom VVX550 touch screen phones with many bells and whistles, and i've come to find out that many of these whistles are not supported by RC (according to the internet, just RC). The one that I'm having the most trouble living without is how the phone handles contacts. It is set up to have "directories" which would be large sets of contacts visible on all phones. Unfortunately the way to implement this is through a directories file which is accessed from the "boot server" (I'm not an IT expert, I'm regurgitating what I've read, mostly from PolyCom Manual and forums) which in our case lives on RC's servers. It would make a lot of sense to me that RC would transfer the hundreds of contacts I have on my RC account to this directory file so that they will show up (and even sync?) on my desk phone. If this is not possible due RC time constraints, I would be happy to take a crack at it myself (plenty of experience editing config files and manipulating databases), if I could get access to that file. As it stands, the only way for me to view my contacts on my desk phones is to manually enter each of the hundreds of contacts into each phone through the three inch wide touch screen keyboard (which would take me days). I'm not asking for the world here.
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+1 I would enjoy this feature.  do you use Presence on your vvx500?  
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Dustin Showers, Champion

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@Ross, do you use the softphone?  my contacts are all listed there?
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@Dustin, how you keep synchronized your contacts? do you have a company wide directory ?
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The soft-phone automatically synchronizes with my company directory.  it lists all 150+ contacts
(Edited)
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I do use presence, that's one of the main reasons we got these new phones (our old ones did not have that feature) and I like it a lot. Also, Claudio let me know that there is a feature called "electronic Hook"? that I can use with some headsets that I'm excited about.
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I have used soft phone, our account currently only includes one installation (I could pay for more), and yes those are the contacts that I want to get on the desk phones.
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@Dustin, I'm missing something, somebody told us the Company is just for our internal users... so there is just the list of our 80+ ext and the direct numbers... How can I add more ?

@Ross, EHS is a electronic component (usually a wire, but specifically for the brand of the desktop phone and for the headset), For example, we use Polycom VVX310 + Jabra 9470 +
EHS 14201-17 so we are getting rid of the those mechanical lifters glued on the desktop phones...

https://www.jabra.com/~/media/Files/G...
(Edited)
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I also understand the "company" contacts to be my lines/extensions and "personal" to be everything else (in my case: customers, contractors, vendors, etc.).
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@Dustin, in fact, in your screen capture there is only extensions...
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What I have done for my company is create virtual extensions for company contacts, if it's something my company calls all the time, for example Ring Central support, or our medical Center.  I've even create virtual contacts for frequent local take-out restaurants.  this allows me to assign them on the presence of phones where certain users might prefer...  most of our offices have about 15 people, so their presence screens are already filled up (VVX-410's) with the other users in that office...  but I do have a few users that don't care to see anyone else, and would prefer their "buttons" be quick-dial... I just disable the "allow others users to see my presence status" so their phone doesn't look like a Christmas tree.  And i have a handful of users that absolutely love the soft-phone and from there they have all the company contacts as well as the virtual extensions i've created.   it's really not difficult, it's free... and extremely handy!  

i'd like to think my extension setup is pretty organized, each of my offices have an octet.  1000, 1100, 1200, 1300, 2000, 3000, etc. etc based on their locations i try to give all the office managers the xx01, so i know quickly who I'm calling 4001 is the office manager of said location, etc.   what i do is if that location requests a custom contact i assign them the higher extensions... because as I've said i only typically consume about 15 per location.  so the local Chinese shop might get 1480 or whatever.  for my IVR's each office immediately consumes the xx00, similar to a network IP scope.  then because the system allows a 5 digit extension, my IVR options will be something like OFFICE-OPTION... sooo for example 2000 IVR option 1 is 20001, option 2 is 20002  so on and so forth.  thankfully, we did this from the beginning so the organization is nice and clean.  for companies that only have one location, i suppose it doesn't matter much.. but we're utilizing our Ring Central account across 10 different offices.

so back to custom contacts (virtual extensions without a phone)...  the way i make it work:  create the virtual extension.. assign it some extension out of your range.  and assign hours to that extension, I turn them off (closed) all except for Sunday from 00:00-00:15 (the likely hood of calling them in that 15 minute window is extremely slim.

than i go into Call Handling & Forwarding and assign an after hours function of Unconditional Forwarding to the number of the contact.  turn off messaging, turn off the greeting and name it something recognizable.  BAM you have your very own global contact that WILL show up on your softphone.





**********************************************************************

RE: those ridiculous receiver lifting headsets...  NO.... NO.... NO!

Stop using those immediately.

I got our call center a bunch of Plantronics cs540.  we have a headset button on our phones... you just push that and your headset takes over.  no need to have the receiver lifted or use an inline headset.  no..  no... no..

if you don't want to spring for the $175 headset, i bought myself a cheapo T100 Headset from Amazon.  works great with the VVX-410, i did try it with the 500's when we were auditioning devices.  it worked the same.

hope i helped?
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RE: ROSS "I also understand the "company" contacts to be my lines/extensions and "personal" to be everything else (in my case: customers, contractors, vendors, etc.)."

Correct, personal is for your personal contacts.. IE your Wife, Girlfriend, Divorce Attorney.   

i'm sure it's intended purpose is customers, contractors, vendors..  but as i said before, there are tons of work arounds.  to my knowledge (and i hope once Ring Central reads my post they don't disable this feature) there is no limitation to users.  you're not required to have devices assigned to your users, making them "virtual extensions".  so I've taken the liberty of using them however i see fit.  

make the system work for you.  We pay for phones, and we pay for users.  when calling virtual users directly, it works as you might expect.  when we were first starting out with Ring Central we hadnt rolled all of our offices completely, but i attempted to use the Ring Central IVR system with my existing comcast VOIP.  i wanted to use call queues and just point my numbers thru the RC IVR.  in THEORY, and with the knowledge of how i use my virtual extensions, you would think it would've worked great...  

the way they get you, and to be completely honest.. im ok with... they need to make money too, and after all you cant expect them to just give away their IVR for free...  the following box exists...



what this does... lets assume you had 5 of your people's cell phones assigned to 5 different virtual extensions and stuck them in a call queue, when they receive the call (and they WILL) the option to NEVER play announcement before connection to call queues, doesnt exist.  which means... they will hear a greeting before actually being connected...  they will have to press 1 to answer that call...  

very sneaky Ring Central... but kudos for beating us at our own game.

ps.. don't disable my features please... we pay you enough money that adding a few take-out restaurants to my directory isnt going to break your bank.
(Edited)
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@Dustin thanks so much for sharing your experience and tricks, I was waiting for your post.
Other member of this community is also doing some similar massaging to that virtual extensions, it looks like it works great, little tricky but it works! (you must agree with me that the average of users needs a more simple and easy to configure like a real company wide directory). So congratulations, great work! I'll be doing what you advice.
Couple of questions, why do you need to configure that after hours forwarding and not use a straight unconditional forwarding for any hour?
Why do you need presence for those virtual extensions? Is because when are busy you can't call?
(Edited)
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I wouldnt mind the ability to just syncronize my active directory with Ring Central, i'd love to have all sorts of information (email addresses, cell phones, address (E911 compatible), etc. ) automatically added to my ring central users.  that's why i +1'd Ross's suggestion that the directory itself is accessible via the physical desk phone.  sadly that is not currently an option.  

I THINK i tried just assigning the virtual extension and assigning a forward number to it.  my memory is failing me at this moment, but i think it didn't work or it was glitchy...   using the after hours was a sure way of making it work without hesitation.



also, very important to disable messaging on that virtual extension.


**************************************************************************

you don't need to see presence of the virtual extension, that's why i suggested disabling it.  even if it was enabled, if you had your local pizza shop on it, and they were on the phone you wouldn't see it on your presence because they're not on the RC system to begin with.  mostly i was referring to, disabling the presence because those users who dont care to see when anyone else is on the phone, they want to use those buttons (presence buttons) as quick-dial. even for the other RC users.
(Edited)
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Do you need to Activate and fill all the info for every single Virtual Account ?
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it is not required to activate any of your users for them to function, unless they require voicemail or a login & password.  i Still do it anyway, because my OCD prevents me from allowing little grey dots mixed with little green dots.

this is from my experience, i am by no means a representative of Ring Central though.   their official statement would probably be "yes, activation is required"
(Edited)
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I just added a couple of Mobile numbers as a Forwarding option (to have it also in my Company Contact Directory) and not in the Advanced Section, so no rules either, just under the regular Call Handling and Forwarding... and...it works!...

you know, in computing "when something works fine at the first time... better disconnect everything because something is wrong..."

With this more simple approach, do you think I'm missing something ?
(Edited)
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can't really say if you're missing something, until something doesn't work right, lol

so you created a NEW user right?  i know i did it that way at first... because it was simple and the most obvious, and for some reason that is still escaping my memory... i had to do it the way i described with after hours.

I'm creating a new one right now for testing, and i'll get back to you...  if it works for you though, GREAT!  at least you have a solution.  
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A-ha! 

i remember now!



I wanted the option of waiting longer then 75 seconds before the Ring Central operator coming on and telling me "I'm sorry no one is available to take your call, goodbye"

because when using the forward feature, you're call is still technically within the Ring Central system...  by using the after hours and unconditional forwarding, you're sending the call away as soon as it hit's that extension, so now you're at the mercy of the end parties voicemail settings...  does that make sense?  there was a post somewhere else i just commented on with a similar instance.  

try setting your forward to 5 seconds, use your own cell phone.. DON'T pick up the call and see what happens.  let's say your cell phone voicemail was set to 80 seconds...  you would never actually reach that voicemail because the Ring Central operator would pick up and tell you "sorry..."

like i said, if that works for you, and if you anticipate never needing to wait longer than 75 seconds for the distant end to pickup, then that's GREAT for you!
(Edited)
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Thanks a lot for that great and detailed explanation Dustin!!!

One thing we discovered some months ago, no matter what I got from RC is, when we transfer a call to a Cell phone number... (supposedly is abandon the system) but it seems the call keeps flowing thru the RC servers, because you still can do some moves, like ## and transfers... did you notice that ?
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i haven't tried any of those features on my cell, i didn't think they would work.  i will have to check that out though!  thanks!
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Dustin Showers, Champion

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in response to Rocky Levee's original post...  While you might think Ring Central has the worst customer service of all VOIP providers, you can't deny that the features available and the community are incomparable to any other VOIP provider.
(Edited)
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IT Xpress

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I've worked in IT for decades and you're routinely going to have horror stories with just about any company. My experience with RC Support has been mixed, but overall good. I'm currently working with a txt issue and had my issue escalated and worked on directly within a few days. Compared to a lot of other support teams, RC's is doing decent, though obviously not in every case - but no IT department will earn high marks from every user. Just not possible.
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#truth
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We have the greatest customer service ever with them! Never had any better service by phone ever! JP is the best account rep ever!

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