RCN Hosted Voice Customer Service and Technical Support

Bracey Fuenzalida
IT Director at a university
RCN tech support is solid. We call them, there is a response. If we have to email somebody, there is generally a response within a half an hour. For response time, that is very good. On the solution side, they always provide a workable solution. That doesn't mean that we get exactly what we want, but they provide us with something based upon what they're able to give us, given the equipment we have, given our contracts. For many of the solutions they provide, they give us almost everything we request. There was only one time when we had to do a workaround which they suggested. It worked the way it should work. In terms of the NOC and customer service, again, we've been very pleased. If I had to rate them from one to ten, I would put them at a ten. These guys they pay attention to detail. Everybody, from the sales guy all the way to the folks at the NOC, and even the folks in billing - I get occasional phone calls from them. "Hey, we just want to make sure everything's okay, is there anything we can change? Anything that we can do?" Given there's an interest in making sure that we can get things done right, it speaks a lot about how these guys want to conduct the relationship. One time, we were late on a payment and I didn't realize it. We got an email - we were in the midst of buying a new building, we were in the midst of setting up, I hadn't looked at things - and I just got this friendly reminder. I said, "Wow, okay, I like it." Not that we were not going to pay, obviously, we have 600 students here, we're trying to do anything and everything that we can to run the operation. But it was just done right, the way we were reminded it. At the end of it we said, "Okay, this is the way a relationship ought to be." It helps that they're US-based and within local markets. That is one of the best things. We get people who speak American English without an accent and they understand our idioms, our cultural norms, what you expect, what you're seeing on your system. That is one of the better features that we enjoy. For some of our other solutions we get routed to India, and sometimes the ability to communicate or to be understood when we're explaining something is not exactly the best. View full review »
Mazen Fares
IT Manager at Piramal Critical Care, Inc.
If there is an issue, I call or email customer service and they're quick to respond. Their technical support is excellent. They log a ticket and, right away, somebody calls me. If I send an email, their response time is excellent; sometimes it's less than an hour. It depends on the severity of the issue. For example, when we had the power outage, they noticed that the line was down and I got a call, saying, "We noticed your service is down. Please let us know if this is something that you scheduled or something else." We get notified when there is the loss of what they call a "heartbeat" on their side, when the monitoring service doesn't see any connection or heartbeat for our service. Then we get a call right way. Sometimes on the weekend I shut down my firewall or am doing some upgrades and they notice it's offline for 30 minutes. They call me and say like, "We noticed that you've been down. Are you doing maintenance?" They've been very efficient on that. In terms of the customer service, we have a dedicated account manager, so if I have any billing issues, if I have anything that needs to be escalated, I go directly to that account manager. If I need to add an extension, I go to that account manager. If I need new services I go to that account manager. View full review »
Director of IT at a healthcare company with 51-200 employees
Customer support, for me, has been outstanding. If I have to talk with the support guys, my questions are answered right away. IT helps that they are US-based and within local markets. I know they're local and that's good if someone has to come out. We can have someone here fairly quickly. It means a lot to have them local because if we do need something they are right there. They're a few miles away from us and they can be here very quickly. They have some pretty good people working there. I don't use the tech support that much but when I have had to use it, it's been awesome. I get help right away. Within about ten or 15 minutes I can actually get things accomplished. But rarely do I have to use them; once or a couple of times a year, because there's nothing technical I need to call about. View full review »
Chris Cruz
Network Administrator with 51-200 employees
I deal with tech support 100 percent. No one else from our company does. You get to know these people on a first name basis and they're very cool, they get right to the point. They don't mess around. If you're dealing with an issue, they don't ask you rudimentary questions. They start working on it right away. For example, I forgot how to do an administrative task. The task came up because of a big snow storm. Everyone in one department left and there was only one person left, so we had to find a backup for that person to take calls. I forgot how to join other people into a call group pickup. This is the stuff that you're supposed to call the regular customer service for. I didn't even bother doing that. I just called Mike, the business level-2 guy and said that I had to put these guys in the group in a hurry." He said, "No worries, I got your back." He got Ed to call me and he walked me through it. I didn't have to think about it. That's what I like. Their NOC and customer service are smooth. It absolutely helps that RCN is US-based and in local markets. I would not have this much confidence if these guys were not around the corner. We're lucky enough that these guys are probably just about a mile down the road from us. I would definitely want someone physically here if some kind of problem occurred. There are times when I would want someone to hand-hold me. RCN has been able to do that. View full review »
IT Manager with 201-500 employees
I would rate technical support at nine out of ten. They get back to me pretty quickly. I've had issues with the phones arriving in not-working order, and as soon as I reach out to their tech support, for the most part, we get it resolved rather quickly. If not, they're extremely responsive by email. Usually, at most, it's a five-minute turnaround time. That's nice to have, especially when you have that pressure to have something out and deployed immediately. It's nice to not be waiting on them for anything. It helps that they're US-based and within the local market. It's much easier speaking with somebody local. I don't need to go into detail about any of the nightmares of the tech support phone banks in other countries that give you nothing but, "Oh, I'm sorry to hear about that, sir." It's nice to deal with somebody whose manager is either next to them or down the hall. I don't have to go through all the baloney of shouting how important it is that something needs to be fixed now. It's nice to have some kind of responsiveness. View full review »
CFO at IT Central Station
Technical support has been very good. They're here within an hour if we have an issue. It's very helpful that it is US-based and within local markets. View full review »
Office Manager at a legal firm with 11-50 employees
Support is fantastic. I love that it's US-based and within local markets. That's something I really do appreciate. I really appreciate calling and speaking to someone I can understand, and getting my problem solved. If I leave the office after I make a call to tech, I come back to four voicemails because they want to make sure that they fix the problem. They're very helpful. View full review »
Office Manager at a non-profit
From the perspective of placing work orders, support is really good. The business services Tier 2, for the simple technical issues we have, are always really quick to respond. When it comes to simple things, it's very good. It's always prompt and it's done by email. It's usually really simple. It certainly doesn't hurt that their customer service is US-based and within the markets. But when it's complicated issues, it's noticeably different. It's like having to "translate" between languages. I have to describe the capability that I'm looking for many times to either a tech or a person in sales. They will try to come up with a solution that really doesn't cover what we want or need. There's quite a bit of back and forth and it feels like you have to speak multiple languages and explain it more than once to explain something as simple as, for example, "I need a copy of each voicemail message in my email." View full review »
Finance Manager at a legal firm with 51-200 employees
We have called them for help They've been very supportive. The support and the people at RCN are very easy to work with. It helps, absolutely, that they're US-based and within the local markets. That was one of our criteria, that when we call a person we're getting America, the United States, that we're getting someone who speaks English. View full review »
Paul Grumbein
General Manager with 1-10 employees
Technical support has been good. Any problems that have occurred have been resolved. In terms of the solution’s NOC and customer service being US-based, and within the local markets, we always prefer a US-based service. But it all boils down to response time to our immediate needs. View full review »