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The menuing system for support phone calls is far less than optimal. I have noted that it takes on average, 5 minutes to get past the menus to be queued to talk with someone. I always get an immediate answer when it does queue, so there is no complaint with that part. The initial menu system takes way too long and is confusing. I also note that when I do get to talk to someone, they have to always reroute the call to another team. This needs to be improved for your customers.
I will write you a detailed message on this topic.
Mark, we'd like a few more explicit details about your experience. Please feel free to shoot us an email at Ideas@RingCentral.com