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Vonage Before you go, don't let the issues with customer service immediately turn you
Before you go, don't let the issues with customer service immediately turn you off. That's part of the reason why sites like Vonage-forum.com exist. :-)
I'm not going to lie and say that customer service has not been one of the weakest points for Vonage. However, the quality of the service itself has been rock-solid, it's the main reason why I continue to be a customer.
Do you need two separate lines for your phone and fax? If not, then an inexpensive splitter will most certainly fix that. If so, then I would suggest calling customer service, talking with an account manager, explain that you specifically asked about a dedicated fax line and were sold a virtual number instead, and ask to be switched over to a dedicated fax line at no additional cost. If you haven't done so, also check out the Fax, TiVo & Alarms section on the boards for more assistance.
If you're porting over your main phone number from a telco or cellphone provider, unfortunately that is a crap shoot and Vonage cannot predict what will happen there. Many times the number porting happens quickly and without a hitch, but it isn't uncommon for there to be problems, often times the telco's own bureaucracy gets in the way and makes it a pain.
Once things get going, though, they should be pretty good. It's not often that I need to talk to customer service, but IMO I think that is why customer service is so important. When I need them, I want them to be there for me, I want them to work in my best interest, and most of all I just want them to be honest and up-front. If it's really going to take me five days to get my new device, then tell me that. Don't keep making up excuses why the overnight service I was promised isn't happening.
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,
• 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 "Before you go, don't let the issues with customer service immediately turn you" on 12/07/2008 |
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