RingCentral / Terrible tech support, constant problems,
First let me state that the only reason I'm still with Ring Central is because I need the call logs for some legal issues I'm currently involved in. If not for that I'd be gone.
So much wrong with this company such as not receiving 90% of my emails for years and never knowing about it. When I discovered it by accident it took them months to resolve. Who knows how much business I lost. For that time they should have refunded me what I paid for the fax service but they only gave me a few months of free service.
Even then, they still took the money from my account and each month I had to contact them to get the money back. Each time took about an hour. If I hadn't been watching my account I still would have been paying for the service and never known it. This is illegal. They also tried to cheat me out of a month of that free service.
Recently its been every few weeks I have a problem. Tech support is a major problem, particularly if you're a single line user. Then you only get support Mon-Fri 8a to 9p EST. Small businesses today with the internet may work in all US time zones and need later hours and may work weekends. I work both. I cannot be without my phone. There are plenty of other VoIP providers that do provide 24/7/365 support.
When you get the full business package it also becomes over priced. There are other VoIP providers that provide more reliable service at better prices. These guys keep ignoring the basics.
It seems lately every few weeks I'm having problems, further back every few months. This is way to often.
Most recently on my soft phone I lost date information on my calls. It just no longer shows. This is important for me to track recent calls that come in so I can respond to them. I called tech support to get help and they requested I allow them to share my screen. I agreed on the condition that I be informed of anything they do before they do it. They lied, literally.
I specifically said I did not want to update my soft phone because incompetently they had not done anything about migrating messages on the current soft phone to updates. If we don't delete those messages there's a reason for it. That reason is we need those messages. Twice he went ahead and tried to update without my permission. He lied about having a way to migrate messages. I'd had this discussion on 3 prior tech support calls. I had to catch him at it and stop him. He lied saying he brought me to one of the download screens saying he just wanted to check to see if it was there. Come on, they know whats there. Finally he admitted trying to do it. So he was going to update me and throw away important information I needed without my permission. He finally admitted he was trying to force his fix on me without my permission.
If you go online and search for Ring Central's financials you'll find they've lost money every quarter for the last 3 years. They waste money on useless/minor/unwanted things in development. The do not do many of the basics right and don't properly maintain them. It's next to impossible to find anything in their online help it's so poorly organized. I've gone to the online support for other VoIP providers and found my answers in moments. Tech support is not 24/7/365. If they had decent online support they wouldn't have so many people calling for live support, they'd save money and be able to afford to provide 24/7/365 support for all their users for when it's really needed. Tech support has lied to me on a number of occasions. This last time was most blatant when they told me they had a fix they didn't and tried to update me against my wishes and I had to take back control of the mouse to stop them.
These guys are liars and thieves. Do not use them, particularly if you are a small business with only one line. They don't really care about you and will try to get over on you. I wish I could post better companies to use than Ring Central. As soon as my legal issue is sufficiently resolved, hopefully in the next couple of months, I'm gone.
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