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Vonage Hi,
Below is a communication that I sent to Vonage Tech Support, Sales and
Hi,
Below is a communication that I sent to Vonage Tech Support, Sales and Customer service.
Signed - Not a happy customer!
______________________________________________________________I must tell you that your technical support department is very unprofessional. I have been without service for over 1 week. I have been on the phone with two of your agents this evening for over 45 min's each time. The first agent took me through all of the steps in troubleshooting my linksys WRTP54G system. Then, after spending over 40 min on the phone, he determined that the linksys is defective and he verified that I have a warranty on the system and transfers me to the department that can send me a replacement unit.
In the middle of the transfer, the line goes dead.
I then call back and the woman will not acknowledge that I have called before. She makes me go completely through the troubleshooting portion of the linksys and cable modem and computer once again. I informed her many times during this process that I have gone through the web site troubleshooting and that I have already spoken to a Vonage tech support only a short time ago. The result was that the linksys has a problem and that it is still under warranty. She continues with the troubleshooting for an additional 40+ minutes before telling me that the problem is with the linksys and that I have a warranty. Wow, there is an eye opener for you.
She asks if it is OK to transfer me to the department that can send me a replacement unit. -STOP- I ask her to give me a number BEFORE SHE TRANSFERS ME! She informs me that I cannot call them back without using the 866 number and asks again if she can transfer me. With no options, I tell her OK.
I am on hold for an additional 5+ minutes before the line goes dead again.
Now, over a week later and spending over 2 hours on the phone tonight, I am no further to fixing this problem than I was before.
I expect better of your company and this sort of issue with Customer Service is exactly why I dropped service with Qwest.
Please call me right away to resolve this issue.
Thank you,
Update: I sent this letter to each of the contacts in listed on the web.
I then called back the 1866 number.
I let the lady who answered the phone know how upset I was and why and how long I had been on the phone tonight. She told me that she understood the situation and transferred me to the ‘department that could assist me with a warranty exchange’. I appreciated her quickness to resolve the situation, but was still placed on hold for over 25 minutes.
A guy answered and I let him know how long I had been on the phone and that I was upset and why.
He started into the troubleshooting steps again. I told him that I am not going through this again. He asked if they had already tired some of these things and I told him YES. He then asked me if I had another phone to try. I told him that this has been done several times tonight with two Vonage tech’s already tonight and that I had been on the phone for going on three hours and that if he was going to force me to go through this again I wanted my account(s) canceled.
A pause before he told me that he would send out a replacement to my billing address and that instruction for returning the old unit would be sent to my e-mail address. Oh, and since I was such a valued customer, that he would not charge me the deposit on the new Linksys unless I failed to return the old one within a few days of receiving the new one. I asked him to verify the e-mail address and he told me that it was going to the g-mail account and Click no more speaking with him. The time is now 12:27AM on July 22, 2006 and I am not a very happy customer. I will be sure to inform my friends and family that have been considering Vonage how easy and simple it is to deal with the nice customer service group at this company.
Read The Full Thread: Problems with Vonage Technical Support-
• At this point I'm guessing we're assuming that the replacement unit still isn't
• yeah right or either call the account management department
1-888-2887435
• My experience with the Vonage Executive Response Team has been a positive one
• I had many of the same issues as you with a failed device. I spent weeks waiting for
birdman posted "Hi,
Below is a communication that I sent to Vonage Tech Support, Sales and" on 07/22/2006 |
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