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Vonage Here's just a few random thoughts on customer service...Vonage, and in general.
Here's just a few random thoughts on customer service...Vonage, and in general.
15 minutes is not a long time to wait on the line for someone. With some times I've called any customer service, they say the wait's an hour or more. At that point, since the call's free anyway, I'll hook up my earpiece and watch TV or play a video game to pass the time. No biggie. But 15 minutes? If you pay attention, usually they'll be on the phone far before then. It's like when you callin a chinese food order and the lady says "It'll be ready in 30 minutes", you can go in and it might've been sitting there for 20.
Have you ever taken time out to consider the customer to CSR ratio? Let's say at this time, Vonage has one building for customer support. In this building, they might have 100-500 people answering phones all day. Then think about how many Vonage users there are. These people can't possibly just be sitting here saying "any minute now, this phone's gonna ring, and I'm gonna get it!". Most likely they're on the phone already with someone else, maybe a novice, and they have 15 other people in queue. They have to get those people, THEN you. Unless your local phone company is owned by your brother, and you have a direct line to him to ask him questions on why something isn't working, I don't think you can reasonably expect an instantaneous response.
Regarding email support. I've noticed a few people complaining about this. I just have to wonder...how many people use Yahoo, or Hotmail as their primary email that Vonage sends to? Those providers have "Bulk" style folders in which your customer service responses from Vonage might be winding up in, whether you know it or not. You have to check. That's happened to me a few times with some other places where I've requested support. If they're simply not responding quickly...see my next so-called point.
I've seen a lot of people making threads, or replying to threads, whereby they say how bad customer service stinks with Vonage, but they never, y'know, explain the problem. If no one's answering the phone, or responding to your emails, why don't you just post your question on here? There's lots of people on here that are willing, ready, and able to answer any questions you have. I've posted some questions here that I had, that I *just* emailed Vonage about, and I usually got an answer here within minutes, then got my Vonage answer a day or two later. Try it some time, people.
Read The Full Thread: Appalling customer service
• I keep calling and emailing customer service, in the last two weeks I have yet to
• that has nothing to do with your caller id showing up correctly. one of the downfalls
• Customer Service? I've heard the expression before. However, I have never been
• I have spent the lion-share of my career in the customer service business. Except
• its very interesting that where ever you go and read vonage customer service seems
• If you've gotten far enough to be put on hold, you've done better than me - I have
• Customer service? What customer service? We don't need no stinkin customer service.
• this must be a Vonage US problem, cuz the Vonage Canada number works just fine,
• :) I found timing is everything with this company, (Vonage). Everytime I call
• no. vonage customer care operates out of the NJ office 24/7/365
Cynicize posted "Here's just a few random thoughts on customer service...Vonage, and in general." on 02/02/2005 |
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