Open Letter to Vlad Shmunis, CEO, RingCentral
As a RingCentral (RC) customer since May of 2010, we have enjoyed your service and its capabilities. After my initial 40-50 hours of working with your Philippines-based support folks (yes, it was that painful to setup), we finally got everything up and functioning with our two lines (using Cisco analog telephone adapters), our 800#, fax line, and extensions. It has worked quite well ever since and we’ve evangelized RC to many clients and friends, many of whom have signed up with your service.
But man…is it ever hard to upgrade! Though we have had few issues with RC and little need to contact tech support, dealing with your folks in the Philippines is virtually impossible when it comes to upgrading our service or buying new phones!
Case in point: A few weeks ago I get a marketing email from William Yu at RC. We had already decided to upgrade from the Cisco ATAs to the Yealink W52P cordless phone system which you offer, so this email spurred me to action. Buying a new phone system like this simple one should be a quick and easy transaction, right? Not if you’re dealing with your folks in the Philippines who seem to have the hardest time conceptualizing what all this magic VoIP stuff does apparently, and RC specifically.
After a pre-sale discussion I had with RCs Celina Conde on June 23rd, she started a help ticket (Case 02739365) since she, nor anyone above her in support, had any clue about the Yealink. All I wanted to know was this:
- Initial Call: Will this phone accommodate our two lines? Celina, her “training manager”, and a Level III tech support person she connected me to had no idea, even though:
- Your RC website says that it will allow “Up to 4 simultaneous calls per base” but no one knew what this meant. Is that 4 lines? No one knew.
- While on with your folks I went to the Yealink website and learned that the user guide (please see page 18-19 of the PDF) spelled out that the phone can have up to 5 lines in 1 base. Didn’t matter, nobody could tell me how it worked or what to do.
- Response 1: Joy Catan in your support adds this to the case: “For your issue, in order for the phone to use 2 line, you need to have 2 digital lines assigned on the 2 lines of the phone.” GREAT! This means it works, right? I update the case on June 28th via the web but, for some reason, my responses are not recorded. (yes, I’m suspicious they were deleted)
- Response 2: The case moves through a resolution phase while I’m traveling over the 4th of July holiday week. I receive a call this morning from RCs Ryan Portillo. Clearly wanting to drive this case to resolution, he tells me in no uncertain terms that, “That phone system cannot do more than one line.”
- I tell Portillo, “NO…that is NOT correct and this case should NOT be closed.”
What do I receive via email a few minutes later from Portillo?
As per discussion, you have informed me that your concern on this ticket cannot be set up because of the limitation of the system. You also mentioned that you deal with the support over the phones but then it did not answer your questions. I review your account, and it shows that we advised you that we cannot provide to you this settings on the Yealink phones.
Adding in, I also consulted the support team and I get the same advise. I sincerely apologize if we cannot set it up for you. As our agreement we can close the case for you. Your case will now be set to the closed status.
WTF? That is not what I told Mr. Portillo, that is not what support said about the “settings on the Yealink phones”, and Portillo having “consulted the support team” means that either he is lying or your support people are totally and completely clueless about the Yealink phones (or can’t read documentation).
Going through your community forum shows that there are A LOT of people quite unhappy about your support services. So while you should be congratulated on your Ernst & Young Entrepreneur of the Year nomination, I’d suggest paying some attention to your attrition rate…since it is likely to spike with this sort of experience being more common than I’d have expected.
Would be interested in your thoughts and comments below. Thanks.
About Steve Borsch
Connecting the Dots Podcast
Podcasting hit the mainstream in July of 2005 when Apple added podcast show support within iTunes. I'd seen this coming so started podcasting in May of 2005 and kept going until August of 2007. Unfortunately was never 'discovered' by national broadcasters, but made a delightfully large number of connections with people all over the world because of these shows. Click here to view the archive of my podcast posts.