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Vonage Sorry, but they most certainly do. Ask them a question or describe a problem and
Sorry, but they most certainly do. Ask them a question or describe a problem and they look it up and give the canned response (or direct you through canned procedures). When they find no canned response or the canned responses and procedures don't work, they pass you to level 2.
This is how most, if not all, outsourced helpdesks work. It's flowchart style support. I've trained helpdesk staffs and developed helpdesk solutions for over 15 years and am quite familiar with it.
I'm not saying it's always word-by-word script reading - but they are limited to what is contained in the developed responses (especially if their English isn't very good). And certainly some who have been doing the job for a while will know the canned responses without looking them up.
It's easy to tell this too. Just ask for a technical explanation of something they tell you. You don't get one - unless it's also canned.
Like I said though, this is no different from any other outsourced solution - but that's why I hate them. In-house is always better (though arguably more expensive for the company).
Being familiar with what they go through, I do feel bad for the front-line phone reps and never give them an attitude. Level 2, however, will get serious attitude when they can't or won't help - which has happened multiple times for me already. Level 2 people should be better trained and have an actual understanding of technology in general.
When I have to explain how a print server device works to a level 2 tech and when they cannot explain why resetting a modem and router is necessary to troubleshoot a separate device, they suck. Plain and simple. I'm sure there must be some people there who truly know their stuff, but after weeks of calls I sure haven't spoken with them.
Hopefully, as has been said previously in this thread, Vonage will someday spend their money on providing proper customer support rather than misleading advertising.
Read The Full Thread: THIS SERVICE SUCKS. PERIOD. DON''T SIGN UP!
• We have had problems with VONAGE since we got it 6 months ago. This is absolutely
• Why would you find it desirable to offend the people here? This isn't a Vonage owned
• Vonage can only vouch for their service - not your ISP. If your ISP has problems,
• On that issue, I have some sympathy for Ncc's viewpoint. Vonage indicates in their
• I quote,"We have had problems with VONAGE since we got it 6 months ago. This is absolutely
• We can't fix stupid... and it sounds like you have more of that then anything else.
• I feel for ya, I went thru all that also in my first ......over six months.. and Customer
• You're an idiot for posting twice to defeat the word filter. This is an independant
• Having dealt with Vonage customer service many times over the past 6 weeks, I too
• See that's the downfall in the original post. Hasn't read the disclaimer at the
0Voltage posted "Sorry, but they most certainly do. Ask them a question or describe a problem and" on 12/29/2006 |
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