RingCentral

Quite possibly the worst customer support I have ever experienced. The overall platform is useful and provides benefits, but it requires an act of Congress to get help, make account changes and or get questions answered.

If you are in the US and need to talk to someone who understands English… good luck

When using the Plantronic Headset with this system there seems to be a lot of static most of the time and we cannot seem to correct it, which is not what I obviously hoped for when talking to providers. If there is a way to correct the static noise heard by the person on the other end of the line this would be a very good system. If you have any suggestions, I would love to hear them.

If we could rate zero stars, we would. Below is an email sent to a customer service rep who was following up with us about the services. At the bottom is the reply they gave us. We are so fed up with this company and ready to switch! ! The list goes one so much further than this list.

Just wanted to put out there a true example of their inability to provide decent and HONEST service.

1) We have been trying to order a desk phone so that when we are in the office we do not have to use the app on our cell phones (this looks very unprofessional to the patients)

One would think this would be a simple process, ALAS it was not! I had to reach out via email several times before I was finally routed to another account manager who said that we needed to log into our account to order the phone. I asked for step by step instructions to make it simple. We are a very busy office, I am the ONLY staff member here outside of the doctor. I need things to work the first time and to be simple. It was not simple.

2) I FINALLY got instruction, since it seems we can’t just ask our account manager to order a phone for us (what is the point of that?!) but it was only half the instructions I needed. After searching and clicking on every option I could think of, I finally figured it out on my own. I was able to select the correct phone and get through steps 1-3. Then I hit another brick wall. I Tried my account manager again via phone and email, no answer so I get on with chat support to assist me with getting past step 4 only to be told we have to purchase a 3rd line if we want a desk phone…..WHAT?! My account manager finally called back and confirmed that we need to purchase another line…. WHY?! this makes no sense.

3) Here is the problem and why it makes no sense to me or the doctor. When we initially signed up, our extremely incompetent and rude, account manager tried to sell us a $500+ desk phone to use with the services. We are a small operation, needless to say, we found a phone from an outside source for much cheaper. Turns out that phone is not compatible with your services. I was on the line with your tech support for a very long time trying to figure this out (also with the place we got the phone from) That is when we decided to return the phone and to just keep using the app for a while….

4) So now fast forward a few months later, and now magically our account is no longer compatible for a desk phone?! Tell me how that makes sense? Why would you all try to sell us a VERY expensive phone if it was not going to work? Why did your tech support try to help set up our outside phone that we purchased if our service was not set up for it?!

If we hadn’t paid for the year and if this all hadn’t already been such a huge headache, we would definitely be cancelling your services. I have been holding off on reviewing your services online, as I was hoping for some redemption for your services and customer service, but I am about out of hope for Ring Central. We have already looked at a few other services and are thinking when our contract is up with you we will be going over to Ooma. I just can not tell you how terrible this whole experience has been so difficult, so time consuming, HUGE lack of communication. I can’t wait to be done.

RING CENTRALS REPLY:
Hi Elayna,

Good day and I hope you’re well.

As discussed through chat and by your Account Manager, we cannot assign the Main Company Number to your deskphone. Only Digital Lines can be assigned to a deskphone.

I will be leaving this case open on the next 24 hours so that if you want to follow up, you can contact us regarding the issue. Your case number is 09829014.

If we don’t receive a contact from you, we will close this ticket under good intent.

Thanks for choosing RingCentral. Happy thanksgiving.

Services provided by RingCentral seem ok , but only until you run into a technical issue. That’s when your nightmare starts. They will send you from one customer person to another, they would close your case for no reason, even a ticket that has just been opened, you would spend hours on the phone (your private phone, btw, as you work phone isn’t working at the moment) with them trying to resolve the issue, you would give them remote access to your computer… so it might take half of your workday or a few days at time to resolve an issue… I promise you would feel really-really frustrated dealing with their customer services, which on top of everything comes from people who don’t speak good english and so don’t always understand things correctly

This is the worst product and company I’ve ever dealt with. If there was a viable alternative that didn’t cost an arm and a leg we would have gladly taken it. As it is we are searching all the time so we can get rid of this “service”. The support is absolutely the worst, you can’t even understand the people, worse than that, they don’t understand you. And then they have the gall to badger you about what you think of their service and support. Are they kidding?

The incoming calls, when they work, are spotty and almost unintelligible. When making outgoing calls it’s just as bad. If you don’t input the phone number in two seconds it cuts you off and tells you the call can’t be made.

They may be cheap, but trust me when I say emphatically, YOU GET WHAT YOU PAY FOR! If I could have given them 0 stars I would have.

I used Ring Central for a few years, and at first they were good. Then their pricing started increasing, and the service levels declined. We had spotty service, and for a customer service organization that’s not acceptable. I worked with support to no avail.

I cancelled in May 2019. Ring Central declined to accept my cancellation and even though I signed a contract in 2015, they claim they I owe them money until 2021.

I haven’t used their service since May, but they are still billing me. They are trying to prove to American Express that its a valid charge. I charged back, and they changed the company name to include “Events” to get charges through.

They are a terrible company, and if you wish to change providers. Good luck. If they have a credit card, they’ll keep on charging you.

I subscribed to Ring Central for business. The worst thing I ever did. The “state-imposed taxes” were more than half of the monthly bill. To try and save some money, I paid for the year. It took them 3 weeks (that I paid for) to set up my account because of a Glip issue. The audio was horrible & not because of my internet speed. Text messages to clients showed up as gibberish & in duplicate. Clients couldn’t get through to me & left me messages that I never got. Because of the embarrassment and harm this system did my company, I canceled my account with more than 7 months left on the annual subscription. When I inquired about the credit they owed me, they told me it’s a use it or lose it policy – no refunds! If you value your business and your clients, you will never use this company and warn others not to either. There are sooo many more better and less expensive options available. These guys should be ashamed of themselves for not having better customer service or having the courage to stand behind their products and services by providing refunds to customers who leave and/or have bad experiences. They don’t, because they’d go broke if they did.

I was using an entry-level VoIP provider system before and RingCentral had been recommended by a company I was doing business with. I like RingCentral better since it’s a next-level phone system and has more features, one of which is the recording that I use on every call/Meetings. Their team is also a pleasure to work with, professional and Efficient.
Highly Recommended

This is an absolute crap product. Abysmal. Texting sometimes completely goes out. It just gives you an error that something is wrong(but does not say what) and it takes away the option to send a text. The only fix(in the chrome app add on) is to remove and reinstall the app to chrome.

Typing text messages to someone not all letters/words will type. Sometimes it omits several letters that have been typed or entire words or part of words which makes text messages unreadable and unprofessional. Sometimes the cursor jumps around in the text box so when typing so if I am adding text to a part of a message the cursor will jump to the end of the message, again making things unreadable and not professional.

The app on the phone, the website and the chrome add on do not sync contacts. So if I add a contact on the chrome app it will not automatically sync that contact to my phone. So you are constantly looking up phone numbers to figure out who you are texting/getting messages from.

Picture do NOT show up via the chrome app. It just shows as getting a blank message. You have to go to the website version of ring central to check the picture message. However the website is VERY cumbersome to use and is NOT user friendly.

Message forwarding does not work at all even though the function of it is on their website.

Their tech support is little to no help and many of the issues stated above have been ongoing for over a year(just google the problems for confirmation from other users). So it seems like they have little interest in making an actual quality working product.

It seems that they just lock people into contracts with the facade of a polished product with all these functions and then you get a twisted, sub-par version of what is promised.

Avoid this product and company at ALL costs.

P.S. In my own research it looks like this may have been a good company till 2016 but for some reason went downhill HARD. Not sure why but again, don’t waste your time and money on this product and business.

Absolutely terrible company. They allow their sales people to lie to you about the capabilities of their system and when they can’t deliver what they said they could they browbeat you with the contract they tricked you into signing. If you have ANY SENSE AT ALL find another company to use for your phone service. Their system is shoddy, glitchy, overpriced and most importantly, may or may not be able to work for your business use, YOU CANNOT TRUST WHAT THEY TELL YOU. THEY WILL LIE TO YOU TO GET YOU TO SIGN UP. DON’T DO IT. You can do better.

The good: LOTS of features; tech support is friendly and reasonably competent (you may be calling them a lot); porting numbers out of RingCentral was no problem.

The bad: RingCentral has had a problem with 2 factor authentication across several of their products for several months. Their service offerings have come from acquisitions that haven’t been seamlessly integrated resulting in a fragmented user interface. The core interface for managing your phone systems is very unintuitive and requires visiting tutorial videos for even the most basic tasks; sometimes even their own tech support reps don’t get it right.

Overall: If your business is small and/or just needs basic call capabilities, RingCentral is overkill and will be more trouble than it’s worth. If you are a large company and have the resources to dedicate a person to manage configuration and ongoing maintenance of phones, RingCentral is probably a good choice. If you’re an SMB, it’ll be a tougher call to make. It’s hard to beat the breadth of features RingCentral provides, but actually using them is extremely frustrating. Years ago, RingCentral rolled out a very poorly designed web interface and the bad UI decisions made in that product continue to plague their product today (in addition to other feature acquisitions which are entirely separate interfaces).

If RingCentral can ever centralize service management into an interface that is friendly to the end user, they’ll return to the top spot. For the last several years and forseeable future, however, their platform is just too complex to be used effectively.

I just jumped in with the RingCentral services and don’t see what all the poor reviews are about. I’m perfectly happy out of the box so hope to be still praising these guys a year from now. Setting up the system was easy and the customer service was excellent. Everything is working well and I am pleased.
When I finally needed some professional help, my calls to RingCentral were almost immediately taken with basically no “on hold” time. All techs were very polite and knowledgeable. Spent almost 2 hours with a tech one day and he fixed everything and answered all of my questions.

Been with this service provider for last 3 years, great product and offering, helping us scale and grow the business. Would highly recommend. love the team messaging and video apps. We have reduced our email volume by over 40% and taken all our calls to the mobile apps. We have even embraced BYOD policy for mobile saving the company money by not offering company mobiles.

We have been trying to cancel with them for over two months now. They keep denying our Port Request. Each time they come with a new excuse as to why, even though we are asking each time if there is anything else that needs to be done, and of course we are told each time”no that will fix it, just get that done and send it back over”.

Yes, I know that we are in contract and yes we discussed the cancellation fee, which we have agreed to pay. That is not the issue.

Beware, canceling with them is a NIGHTMARE, and no, it is not dressed like a daydream….

I sent 5 emails to request the correct invoice one week ago, but till now, I haven’t got a reply. They always directed you to methods but no result. I think Jay should improve her service, bad experience. I called three times, followed their instructions, but still incorrect invoices in our account.