RingCentral, Inc.

Complaint: [redacted]I am rejecting this response because:
There is no need for further contact. Ring Central is aware of the situation, has records of all our communications documenting the timing of my account cancellation, my credit card information (to process the refund) and they now have confirmation of the returned merchandise. There is nothing left to do but issue the refund. Sincerely,[redacted]

This account was cancelled on 4/19/2017.

Initial Business Response /* (1000, 9, 2014/02/19) */
We have discussed this issue with the client and informed him that it should be fixed in Q2 of this year. We did not do a good job of keeping him informed of the issue with the system that is going to be resolved in Q2.We do apologize for...

this communication issue.

Initial Business Response /* (1000, 5, 2016/03/08) */
Customers account has been cancelled and an agreed upon refund has been provided. It may take 3-15 business days for the funds to be available due to credit card provider processing times. Thank you for the opportunity to work with you on this...

issue.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were able to workout an acceptable solution.

Initial Business Response /* (1000, 8, 2015/03/20) */
These situations are difficult. RingCentral does not have a way to determine if a call is wanted or not as we do not know whom the customer wishes to receive calls from. In light of this, we do have tools that allow for a customer to...

block calls from specific number and/or area codes as examples, but they do have to be turned on as we again, do not know which callers are wanted and which ones are not.
Harassment should be reported to local law enforcement and/or the FCC if the tools provided to not offer enough relief as it is illegal to harass people but it not something we can handle as we are not law enforcement.
Initial Consumer Rebuttal /* (2000, 10, 2015/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ring central gave me some extra service for my troubles. They still need to work on the excessive hold time and customer service. But my problem has been dealt with.

I did speak with them. I am still really disappointed and feel that their advertising is misleading. They disagree with me so I guess we are at a stalemate, unfortunately. 
 
[redacted]

Initial Business Response /* (1000, 5, 2014/06/23) */
Account was cancelled on 6/19/2014 and a three month refund was performed as well as a goodwill gesture.

Customer cancelled when the contract was up. We believe it is resolved as a result of the cancellation.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hands down one of the worst experience experiences I have ever had with any company. They were quick to sell us a phone system. Unfortunately, they made no attempt to see if it actually work with our internet connections. Initially we got another phone to try to fix the issue - and had to pay 75.00 to return the first one. After several weeks of endless time spent with customer support, we finally decided to cancel the service.
They are quick to tell you that you get a refund if you cancel. What they don't tell you is that you have to pay to return them - 50.00 a phone. So far we've paid 275.00 to send back phones - that we paid 400.00 for. I suppose they have so many people cancel they need to make money someway.
3 weeks later we are still waiting for a refund.
My advice - unless they are going to pay you run as fast as you can.

Initial Business Response /* (1000, 5, 2014/05/12) */
This issue has been resolved at this time. We did not do a good job of communicating to the client on this one and are making changes to our process in light of this.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/15) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
After seven days of having no phone service, the issue was resolved - but not by the person who called me in response to this complaint. However, they were consistent with the other personal at Ring Central in that they provide useless information and were extremely truth challenged. Sadly, after going a week with no service, and Ring Central acknowledging we had no service, they did not offer nor provide any credit for the outage. Ring Central must be a contractor working on healthcare.gov

Initial Business Response /* (1000, 8, 2014/08/25) */
The customer was being billed for calls to her toll free number that originated from a payphone. Customer care did a poor job of explaining this to her and agents did not call her back either. We will learn from this one as an...

organization. As a goodwill gesture we are refunding back 2 charges for her troubles with it. Overall she is happy with the product, she just did not appreciate getting poor answers form our staff about this situation.

Complaint: [redacted]I am rejecting this...

response because:
The account was turned on in July, just because no one at ring central was able to tell me why it was turned off, and paperwork was never requested. As a matter of fact, they clearly turned it on saying that it was just a mistake, and it shouldn't been turned off in the first place. 
When it was turned off the second time, I wasn't notified, and was ignored until I filed this case. When I filed this case, I received a phone call and they asked me for paper work. As long as I paid for the acount and it was activated, my money was never returned, and I was told that nothing is required, I will not do any paperwork until the acount is first activated. (In fact paid for)
At this point, I would request to port away the number and be reimbursed asap.
Sincerely,[redacted]

This account has been fully closed and a refund provided as well. We believe this issue is resolved at this time.

Initial Business Response /* (1000, 5, 2015/06/18) */
We submitted a contract buy out to the customer and they wished to stay at this time.

Initial Business Response /* (1000, 8, 2015/05/28) */
The refund has been processed at this time and the customer should be getting it shortly. We confirmed this with the customer as well.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

Customers refusal of the device that was requested by customers employees, did not alleviate the charges we had to pay to ship the device to them as requested by employees. While we are disappointed this situation is not going well, but the contract and terms of service are clear on what a customer is responsible for:
From the Terms of Service:
"C. IP Network Sufficiency
You acknowledge and agree that: (i) the Plan Services require a properly-configured, high performance, enterprise-grade broadband IP network and connection; (ii) use of the Plan Services with any lesser network, services, or connection may result in partial or complete unavailability, interruption, or underperformance of the Plan Services or other services utilizing the same network, services, or connection; and (iii) 3G or 4G networks are not recommended for use with the Plan Services. Accordingly, You agree to provide and maintain, at Your cost, an IP network, services, and connection meeting the foregoing standard and all equipment necessary for the Plan Services to connect to and use such network, services, and connection. RingCentral is not liable for any unavailability, interruption, or underperformance of the Plan Services related to Your IP network or connection."
We are happy to help advise the customer what they need as far as the customer supported network, but we cannot remove a valid contract.

I used the fax service, which I think is great, however it is extremely difficult to cancel your account after the free trial. First I tried to log in to the account to cancel, as that seemed to be the most likely solution. It wouldn't allow me to log in because my account was suspended for not making the payment after the free trial. If you contact customer service, you will be rerouted to various automated systems, which will eventually end in them telling you to visit another website (success.ringcentral.com).
Upon arriving, there is a useful search function, which I used to type "cancel account", and I found exactly what I needed. The recommendation for this common question was to log in to your account to cancel it, but as I said above, access is only granted if you update your payment information. After calling several numbers, I finally was connected to a human voice that cancelled my account for me.

Initial Business Response /* (1000, 8, 2015/08/19) */
Customer was converted to month to month and refunded the difference between the yearly and monthly charge on 7/31. It typically takes 3-10 business days for the credit card provider of the credit card to actually give the funds back...

unfortunately.

Complaint: [redacted]I am rejecting this response because: We have been using Ring Central for several years and their service has been ok. Over the past 12 to 16 months, every time we logged into their "service" their system required us to create a new password. That is not a real problem, but in order to create the NEW Required password, their system REQUIRED us to provide them with our old password. 
The big problem is we have about three or four different employees that need to access the Ring Central login, to get their individual messages, etc. Remember, EACH TIME any one of us, logged in their system required us to create a new password. So, one person may login and reset the password, then the next person that tries to login, has to reset the password again, BUT the second person must have the last password to set a new password.
Second the quality of the phone calls has dropped over the past 12  months, alot.
We are a small company and we do NOT have EXTRA time to deal with teh Ring Central tech department or to continually reset the password each time we log in.
We cancelled our service due to POOR QUALITY SERVICE and POORER Online Connectablity.
We are VERY UNSATISFIED with the Ring Central Service and we will NOT recommend them to anyone.
We just want the unsued portion of the annual amount refunded, because the service is BELOW even average.
 
Sincerely,[redacted]