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Vonage I've said it before, and I'll say it again...
Customer service/tech support
I've said it before, and I'll say it again...
Customer service/tech support is the ONLY contact Vonage users will have with Vonage, therefore it is imperative that these experiences be good. If they want to stand out from the other carriers, cust. service would be a great place to do it. Yes, it might cost more money, BUT, if other providers can charge $8/mo and still make a modest profit, Vonage should be able to hire competent state-side CS staff.
In times like this current outage, CS staff are key to keeping your customers happy. Yes, it is possible to have a satisfied customer who is currently without service. I'm not sure if any of you have ever dealt with high-end customer service (Ritz-Carlton, Bentley/Rolls-Royce), but they have a way of making sure the customer is satisfied even if things aren't what they had hoped for.
Lastly, where the hell is the redundancy and monitoring in this network? A large portion of my business is broadcast automation. I literally have a couple dozen TV & radio stations and other facilities around the state running by computer. Downtime is NOT an option for me. All processes are monitored 24/7; many of them are self-healing, with the others calling pagers & transferring to backup systems when the main systems are starting to show the slightest hint of trouble, long before it becomes an actual problem.
The 2004 & 2005 hurricanes did test and strain the networking between my sites, but I never had an outage because of it, and I can assure you that my budget for IT equipment is far less than Vonage's. To make matters even more interesting, some of the servers I run were 8-9 years old at the time of the hurricanes, well past their prime, but the systems still kept cranking away.
Lastly, the two aforementioned problems are both addressed through the same solution - good advanced planning. There's a reason I can get away with using a server for 10 years before taking them out, and it's not because we blew a huge chunk of money at the time. If you plan for every possible screwup, you'll have very few surprises and happier clients. This does lead to a somewhat unwelcome side-effect of people being so used to everything working that when a glitch does come up, it seems like a major deal since it happens so infrequently. This is a side-effect I don't care for, but am more than happy to accept it. My thoughts on where Vonage needs to improve have been unchanged over the past 2-3 years I've had them. It would be nice if they took it to heart and did something about it. The Voip market isn't THAT difficult to dominate in.
FWIW, 11:13am ET, still having Vonage issues. My other Voip co trunks are working like champs.
Read The Full Thread: No Dialtone!! Anybody else having this problem this morning?
• Besides a message from our call in system, and a dashboard message. What suggestions
• And even when we DID get logged in, our session was timed out almost immediately,
• Woke up this morning to no dialtone on one of my 2 lines. This has happenned before
• Yes. Same issue here. I am in PA. Network is fine, rebooted ATA, no luck...
• Same problem here. First, I did the standard procedure, unplugged the VT and wait
• Ditto here in North Jersey... however it WAS working around 8am for me. Now I get
• I've got a personal line and a business line. Both are dead this morning. Internet
• same here - in central NJ -
problem is calling in we get 'nobody available to
• I am having the same problem. Both my lines in Florida don't work, even after resetting
• From the Vonage Dashboard:
At this time some customers are experiencing
VonageTPA posted "I've said it before, and I'll say it again...
Customer service/tech support" on 02/14/2007 |
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