BEFORE SIGNING UP WITH RINGCENTRAL, PLEASE READ MY EXPERIENCE.
COST: I signed on with RingCentral in August of 2017 with a 2-year contract for 8 lines for $220 which was a little higher than the local VOIP company we were using, but we felt it was worth it with all of the amazing features and capabilities. As you can imagine, I was QUITE SURPRISED when I received my first (and subsequent) bill(s) totaling $340! In other words, I agreed to $220 plus taxes and fees for 8 lines but BE ADVISED that taxes and fees will be at least 50% more than the agreed upon price which is WAY MORE than any other “taxes and fees” I have EVER experienced. BUYER BEWARE especially if you are trying to stay within a particular budget!!!!!!!
EXPERIENCE with setup: The easy setup promised (at least for building a multi-level IVR) is not the case. I attempted to set up my own because supposedly doing so is very simple if you watch all of the videos and read the articles on RingCentral University. If you have a background in computer science or coding, perhaps you might be able to pull it off. I am very tech savvy and could not figure it out. You will spend HOURS (in my case at least 6 hours total) on the phone trying to set up and make sure everything goes to the right place especially since the support you get is across the globe and although they speak English, communication does not always go great. All I can say is that when you are setting up, be sure to have a cell phone handy to make test calls and test every single option because there will be something wrong and the new person you get will have a different idea on mapping and cause you to spend a LOT more time trying to figure it out.
EXPERIENCE using the service: IF you are running a MEDICAL PRACTICE or any organization where you NEED the caller to get ahold of someone due to life-threatening circumstances or if you work in an industry with HIGH LITIGATION, I do NOT recommend you go with RingCentral. Here’s why: Throughout our time with RingCentral there were SEVERAL times where the phone calls didn’t go where they were supposed to. When I would call to see what was happening, they always claimed we did the changes. I explained that NO ONE on staff besides myself even know how to get to the IVR to make changes and why would I go into the IVR and change anything! Here are some examples of the big problems we experienced (IN ORDER OF SEVERITY):
EXAMPLE 1: We went a period of about 3 MONTHS where patients would tell us they had left messages (and we had ZERO messages from them!!). It happened frequently enough that we knew they were not lying but those messages were nowhere to be found. On one occasion, when we had a glitch and calls were not being routed appropriately, so we called in to see where the problem was. The ring central staff member said we must have changed something (of course we did not touch anything). Anyway, in doing so the RC staff showed me where the problem was and I saw there was a weird extension. I ended up creating a log in for that extension and what do you know….we had 43 voicemails sitting in there!!!! SOME OF THEM URGENT CALLS FROM PATIENTS from weeks ago!!!!
EXAMPLE 2: There was one time were ALL calls came directly to my CELL PHONE (I was on vacation). The strange thing is that I had NEVER input my cell phone number ANYWHERE in the RingCentral system….the only conclusion I can come to is that it picked it up when I called it for help at some point.
EXAMPLE 3: Another time we had patients attempting to reach the medical staff team. Instead of ringing to their group and then transferring to the front reception to be answered, patients heard a recording that said, “No one is available to take your call. Goodbye” prior to being hung up on. In a nutshell, RINGCENTRAL IS VERY BUGGY AND WILL MAKE CHANGES TO YOUR SYSTEM ON ITS OWN and then they will make you feel like you are crazy when you call in to ask where the problem is because no one will acknowledge that the changes happened on their end. As you can imagine, we were CONSTANTLY APOLOGIZING TO PATIENTS and of course they lost all confidence in our phone system.
REGARDLESS WE STUCK IT OUT BECAUSE WE HAD SIGNED A 2-YEAR AGREEMENT.
Experience trying to leave RingCentral for a better service (i.e., problems with glitches and huge taxes and fees): I knew we were close the 2-year mark, but never received a notice when the auto-renewal would renew. All autorenewals I have ever done send notice anywhere from 30-90 days prior to the auto-renewal going into effect. This was not the case with RingCentral. I NEVER received notice whatsoever (not in writing nor even in e-mail) which is VERY UNDERHANDED. I thought it was odd, so I contacted them to see what was going on and the person I spoke with said our 2-year agreement had been fulfilled. That was my green light to move forward with another VOIP solution for our needs. I found another company specifically designed to work with medical offices (offering two-way encrypted HIPAA-compliant messaging). I signed up with them and arranged to have my phone number ported. The new company attempted to port my number 3 times unsuccessfully. Each time they were told there was a pending order and thus the number could not be ported. Prior to the 3rd attempt, I called RC to see what the pending order was and they said there was no pending order and there was no record of an attempt to port the number. After the 3rd attempt with the same results, the new company was able to finally port the number by calling in and reminding them of the legal obligation to release the number. This entire process of back-and-forth took close to 2 months (SO BE ADVISED IF YOU ARE THINKING ABOUT LEAVING RINGCENTRAL AND WANT TO KEEP YOUR PHONE NUMBER).
Once we were finally set up and ready to go with the new company, I attempted to log into RingCentral to erase any messages/faxes prior to canceling service. I was unable to log in so I called in. The problem had been that my log-in user was my ported number, so the RC representative helped me get logged in. I attempted to cancel the account, but there is no way to cancel the account on-line (as required by California law in Bus. & Prof. Code § 17600). Instead I was given a toll-free number to call. I called the toll-free number 3 times, each time the message let me know there was a high call volume and that my call would be answered in the order received. After waiting for approximately 10 minutes each time, the call went to a recording prompting me to leave a message after the beep. I left a message knowing I would not be called back (which I have not yet been called back in response to the message). At this point, I was so frustrated I filed a BBB complaint which got me a callback fairly promptly. The representative (I was assigned case 10084542) informed me could not cancel without paying out the full amount of the auto-renewed 2-year contract in the amount of $3,806.64 plus. At this point I was in shock. I told the representative, that I never received the notice about when the autorenewal was going into effect (as is customary with every other company) and I had spoken to a representative prior to porting my number who had said we had finished our 2-year agreement. I also informed her that according to my state’s law, written notification had to be given at least 30 days prior to an auto-renewal going into effect. The representative said she would get back to me about my concerns. She called me back to let me know that RingCentral is under no obligation to send out an auto-renewal notice according to the state of California (not my state) and that her final offer would be to reduce the early termination amount to $2,283.98. At this point I am seeking legal counsel since I would rather pay thousands of dollars to a lawyer than give any more business to RingCentral!!! So PLEASE, BUYER BEWARE!!! Please do your due diligence in ESPECIALLY IF YOU ARE IN HEALTHCARE before signing up with RingCentral!! IF YOU ARE ALREADY WITH RINGCENTRAL and unhappy, PLEASE READ my experience so you can save yourself the pain I have had to go through.
THINK ABOUT IT, IF A COMPANY HAS TO SNEAK THINGS INTO A CONTRACT SUCH AS AUTO-RENEWAL TO BE ABLE TO KEEP YOU AS A CUSTOMER, THERE IS A REASON. Otherwise, customers wouldn’t even think to leave…something to think about!