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Vonage I have 2 billing support requests, which were submitted via the Vonage website
I have 2 billing support requests, which were submitted via the Vonage website support form, that are nearly 2 weeks old with no response. No matter how you look at it, that is totally unacceptable.
Waiting on the phone for support isn't much better. This past Tuesday, I was on hold for support for (according to the activity log in the control panel) 18 minutes, cringing everytime their "your call is very important to us" message played- the woman sounds like she's stoned on quaaludes. Then the on-hold music stopped, an extension rang and I got my hopes up, only to be dumpted back into the on-hold music. A minute later, an extension rang again, got bounced back to on-hold music for a moment, then click-click-dead air.... my call got dropped. GRRRRRRR!!!!
Called back and this time waited for 31 minutes before getting through to what sounded like an Indian call center, and a fairly clueless support rep. (using the term "support" in its loosest possible definition)
I think the key is to call during non-peak hours, when you're more likely to get domestic support reps who not only speak English, but (in my experience) tend to be much more informed. The Indian guy I talked to that night not only had NO clue there is a background noise problem on the RT31P2, but he also told me my early 80's-era, rock-solid crystal-clear Western Electric/AT&T phone was a piece of junk and that I needed to go buy a new phone if I wanted the background noise to go away. GRRRRRRR!!!!
I understand Vonage is going to (a) have growing pains, and (b) need to farm some of their calls to overseas support centers to handle high call volumes at reasonable costs.
But IMO, two weeks (and still counting) to handle support emails, clueless support reps, and LONG on-hold wait times, are going to dull Vonage's luster before it really gets going.
I'm willing to put up with some inconveniences in the beginning, for the sake of using this way-cool phone service... but I do have my limits.
Read The Full Thread: vonage growing pains
• I'm seeing quite a bit of vonage advertising and I've heard they might be adding
• I had that same thought myself - I see new advertising everywhere. My problem is
• I have called them about three times and I get them after being on hold for 20 or so
• lol, you are right rebus. They should have an answered you. When I call and I get
• I'm speculating that the overseas call centers are just there for overflow, to
• Reebus,
I agree that is insane phone time! Have you tried dslreports@vonage.com
• I used the dslreports address recently to ask the status on an LNP (which was submitted
• Since i posted yesterday my issue seems to have been resolved. I reached vonage
• Reebus,
I agree that is insane phone time! Have you tried dslreports@vonage.com
rebus posted "I have 2 billing support requests, which were submitted via the Vonage website" on 01/15/2005 |
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