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Vonage Greetings all, I am writing with updated info on Vonage customer support.



Greetings all,

I am writing with updated info on Vonage customer support. Having been a customer of theirs for 2 years, I was ready to move my final residential line to Vonage back in January. BIG MISTAKE!!!

Somewhere between January 15th and April 15th, Vonage decided to go from good to worse than any telco in history. They have grown too much for their britches with all their advertising.

HERE ARE SOME PHONE NUMBERS TO KNOW:

- Standard support - 1-VONAGE-HELP (Good luck. Minimum hold time is 30 minutes. Techs will tell you to call before 5 AM if you want to talk to someone in reasonable time.)

- Executive Response Team - 732-333-1621 (Again, good luck. This is a voice mail box for supposedly escalated service. Escalated service is not replying within 1 week at the current time.)

- Corporate HQ - 732-528-2600 (Again, good luck. The receptionist directs all calls automatically to 1-VONAGE-HELP if they learn you are a customer. Ask for somebody specific. FYI - at this number they have never heard of the Executive Response Team and do not have any of those employees on their directory.

NOW THE JUICY STUFF...

- The Vonage Number Transfer Dept - 732-528-2626. Again, a voice mail box.

- Mike Tribolet (a.k.a. Trib) - 732-528-2630. This is the EVP of Operations for the company. This guy needs to learn what it means to be so inundated with calls that he can't respond fast enough... like Vonage's Customer Support group. Call him... or his assistant Renee at 732-528-2650.

WHY DO I SHARE THIS? Because these folks have no clue what it means to clean up and be accountable for messes they make. I have a number transfer that is now going on 3+ months from Qwest. The problem is Vonage and not the other carriers (contrary to what they tell you). Their internal notes are beyond pathetic. FYI - I've already transferred another Qwest number to them within 4 weeks.

CALL CORPORATE AND BE HEARD. THESE FOLKS NEED TO FIGURE OUT HOW TO RUN A CALL CENTER. WHY? Because right now every other telco in the nation is doing it better than them. They aren't even hitting 3 nines.

Good luck and may the force be with you.



Read The Full Thread:

Who To Call When Vonage Customer Support Fails


To add insult to injury... A message to Mike Tribolet resulted in a phone call
When customer support or technical support fails..... You come here! Whining
I'll give those numbers a week before they are shut off. No offense the exectutives

AJF posted "Greetings all, I am writing with updated info on Vonage customer support." on 04/26/2005

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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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