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Vonage And thus the reason why I'm being persistent here. I've worked in customer service



And thus the reason why I'm being persistent here. I've worked in customer service for the last seventeen years now, including three years of call center work. In fact right now I work from home on a call center project as a live agent for a major electronics retailer.

Setting call handle times is one thing, but you cannot sacrifice quality and customer satisfaction in the name of call volume. Although I don't believe that is what is happening here - and if it is, it's particularly horrible since I'm generally a self-sufficient and resourceful individual. If I don't have to deal with another person on the phone, I won't. If I'm calling, generally it is something that is difficult enough that it takes more than a few minutes to resolve. My last several calls to Vonage this month have been 9 minutes, 2 hours (both w/ tech support), and then 20 minutes with JP. If I'm already burning up precious clock time, you might as well do the job right, ESPECIALLY when I specifically asked JP to make sure all of this was noted in my account log.

All my tech support calls were properly logged. They also have a log of all my e-mail conversations since Friday. But JP's is missing, so it's aggrivating. I'll give Vonage one more chance here, and if customer service fails me again, then I'll be whipping out the recorder and recording every single conversation to be absolutely 199% sure there is a record of the conversation, and I'll start holding some people's feet to the fire here.



Read The Full Thread:

I thought customer service was getting better. It isn''t.


Well over the last several weeks talking to Vonage customer service and technical
I'm brand new with Vonage. They haven't even connected my incoming calls yet,
Before you go, don't let the issues with customer service immediately turn you
So, any suggestions on who I should be talking to within Vonage to impress upon
So, I just got done speaking with JP, a customer care supervisor in the Philippines.
For what it's worth, I ordered something from Amazon, on the Friday before Thanksgiving,
Bear in mind it is the month of December......Christmas heavy delays in shipping
If this was an issue to blame on UPS, that would be one thing, but UPS is not to blame
Just so you know, the devices that Vonage ships out do not ship from a Vonage owned
After talking with supervisor JP, I'm not sure that the 3rd party warehouse dropped

kamnet posted "And thus the reason why I'm being persistent here. I've worked in customer service" on 12/15/2008

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

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HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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