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nayan007 Posted:
did they tell you
about what all the
changes they have
made,because I am
also having...
In The Forum:
Vonage
Topic:
DTMF problem with Vonage and Intercall Reservation Plus
On Feb 11, 2012 at 12:19:53

nayan007 Posted:
Please go through
the link. Here it
is given the
solution of the
problem stepwise....
In The Forum:
Vonage
Topic:
can''t get a dialtone using US box in UK
On Feb 11, 2012 at 12:02:07

Ikeman Posted:
I did this last
summer for six
weeks. It worked
perfectly. I also
used a phone that...
In The Forum:
Vonage
Topic:
can''t get a dialtone using US box in UK
On Feb 09, 2012 at 17:25:55

Ikeman Posted:
I contacted Vonage
and the issue was
escalated to the
Advanced Technical
Support...
In The Forum:
Vonage
Topic:
DTMF problem with Vonage and Intercall Reservation Plus
On Feb 09, 2012 at 17:11:49

Beardy Posted:
My sister lives in
Italy, her
boyfriend is in
AL. When
travelling he
rings her by...
In The Forum:
Vonage
Topic:
Problem calling from US to Europe
On Feb 09, 2012 at 10:35:05

cust2005 Posted:
I was having
problems all
yesterday (Feb
2nd). Outbound
calls,
either: ring...
In The Forum:
Vonage
Topic:
Inbound calls going to network availability number
On Feb 03, 2012 at 10:27:48

rebus Posted:
This morning all
inbound calls from
non-Vonage numbers
are hitting my
cellphone...
In The Forum:
Vonage
Topic:
Inbound calls going to network availability number
On Feb 02, 2012 at 08:39:05

salytwo Posted:
Hello, I started
my VOIP system and
I need to connect
it to out site of
my country. How...
In The Forum:
Vonage
Topic:
how to start VOIP with Vonage
On Feb 02, 2012 at 00:13:30

Stevebo Posted:
My Comcast
Internet cable
outlet is located
in a room apart
from where my
Vonage...
In The Forum:
Vonage
Topic:
Connecting Vonage Box to Wirless Network
On Jan 31, 2012 at 20:55:18

sahabjee Posted:
Setting these
problems aside,
the FRITZ!Box is a
perfectly priced
and ideally...
In The Forum:
Vonage
Topic:
modem/router combo and phone ports
On Jan 30, 2012 at 19:24:23

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Vonage Everytime a Vonage Tech resolves your problem, their system will send you a survey

Everytime a Vonage Tech resolves your problem, their system will send you a survey about the call. No prob. I answer this survey believing that somehow my inputs will help make a better tech support group. I always make it a point to be honest.

One day i had a problem with the dialtone. On my first call, the prob was not resolved after 30 minutes so the tech guy escalated my call to Level2. On my way to level2, the call got dropped (dunno what happened) so i called again. I was a bit frustrated already. The tech who answered my call could not understand me or I could not understand him. I ended up disconnecting the call just to keep my sanity intact. So I called for the third time. Thank God the agent was good in English even if she was from Philippines. She was able to determine what caused the prob and it was resolved in less than 15 minutes.

I was reminded of the survey. She told me that the survey will be specific to that call only and not about the other calls I made. I told the agent that I'll give her a good feedback.

Then came the second reminder. She asked (politely) to take the call as my first call. Told her that it was my third call. Well she asked me again to take the call as my first call on the issue. I aske her why. She said that part of her 'grade' is based on the question as to how many times the customer called before the issue was resolved. If i will take the call as my first call, she'll have better grades.

What the F***!!!

I liked her and will give her good feedback because she was able to resolve my concern. But why would Vonage take it against her that I have called three times already? I simply cannot see the point. It difinitely was not her fault that the other techs were not able to resolve my issue.

I thought that Vonage was using the info about this particular question (how many times did you call before the issue was resolved? ) to track how effective their tech support is.

I do not agree that the agent who resolved my issue would suffer.

Someone should tell Vonage about this!

Read The Full Thread:

Vonage''s Customer Service Survey

• The customer satisfaction surveys at Vonage are only tied to the last tech you
• well that's how it works to them..most of the level one tech support are from 3rd
• believe it or not the surveys are looked at. Especially if the tech you spoke
• That's nuts. Unless you give up and abandon Vonage altogether, the last person
• The funny thing about this is: If it starts at a Vendor, and ends in the Corporate
• I'm sorry but i was told differently. The agent/representative who changes the

orient_guy posted "Everytime a Vonage Tech resolves your problem, their system will send you a survey" on 06/10/2007

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

HIGH SPEED INTERNET REQUIRED. † LIMITED TIME OFFER, VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. As a subscriber to Vonage service, you agree to be bound by the Terms of Service. See www.vonage.com/tos for details. ¤ Where available. The number transfer process takes approximately 10 business days from the time you confirm your transfer request. 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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