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Vonage Drew, I've just spent the better part of an hour reading this entire thread. It's
Drew, I've just spent the better part of an hour reading this entire thread. It's of particular interest to me because I used to be in customer service and know what responsive customer service is supposed to be . I once worked at a bank processing stock transfer requests where CS consisted of a phone group. We had no counter, no walk-up window, no physical way of dealing with customers in person. Except for the fact that we had return addresses on some of our correspondence, customers really had no reason to know where we were physically located. That didn't stop one customer in particular, who was not getting the service he felt he deserved, from stopping by our building one day and demanded to speak to a manager to get results . And, BOY did he. He stood there while we cut a check for thousands of dollars (for the sale of stock he owned), which normally would only be issued from our offices in Chicago (we were in NY). The point is we often jumped through hoops and sidestepped normal procedures all the time to fix a problem for a customer .
I don't know where Vonage's offices are in relation to where you live, but I swear, I would love to have heard the story of how you showed up on their doorstep and got things done quickly. In today's age of phone and email contact, I think CSRs and companies in general don't acknowledge customers as real people and as a result feel that they can put you off with some form letter they can send as an email or something they say over the phone. We've all heard plenty of stories of employees "GOING POSTAL" - I'm surprised you don't hear more often of disgruntled customers going Postal . Not that I believe in violence, but one could easily see how someone could be pushed over the edge.
Now, if you're still reading, I'll tell you my LNP story. I've lived in a new community in Florida for the past 2 years where there's only one local phone carrier , Smart City Telecom. A while after I moved in and got used to my home phone number, I started using Vonage and at that time filled the form online requesting LNP and got the result " We're sorry, telephone number portability is currently unavailable for your number ." I go back periodically to check and still get the same reply. I then called the help desk and was told that my number cannot be ported because Vonage does not have a "Rate Center" established in the area. At first the rep said that was some sort of a business agreement between Vonage and the local carrier, but later said it was a physical equipment or switch that was actually needed for the porting to take place. I felt like the rep really didn't know and did not have a form letter reply to the question " What is a rate center? ". Does anyone out there know what that is exactly? I have gotten the same reply on several occasions and finally decided to call my State Utility Authority to ask about LNP and was told that there is no reason why a carrier can prevent LNP because they are mandated by the state to do so. It was after I hung up the phone that I remembered it was not Smart City that was refusing to do the LNP, it was Vonage saying that a certain agreement/equipment was not in place to do the porting. Does anyone have any idea what this all means?
Thanks!
Read The Full Thread: 8 Month LNP Horror Story
• I signed up with Vonage and sent my number transfer authorization July 10, 2004.
• Please send me a message regarding this issue. I do apologize for the inconvenience.
• A) Your story makes me feel better about my 3 month wait. Thanks! :-D
B) Cool link.
• Drewmie,
Please post here and tell us if your problem was solved. Those of us
• When I joined Vonage, I was told 20 business days to trnafer number. But after reading
• Update: I've had multiple emails from Vonage telling me that my issue has been
• before i abandoned my lnp, i did a couple email go-rounds with XO and got this phone
• Yikes, what a rough road they've had you travel. Completely unacceptable, ...
• mikedief, thanks for the number. Unfortunately, I called XO at 866-295-9696,
• sorry about that drewmie, i was hoping that would work, at least it was worth a try.
Juanderer66 posted "Drew, I've just spent the better part of an hour reading this entire thread. It's" on 06/16/2005 |
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