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:
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.