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In The Forum:
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Vonage Unfortunately you are getting the bite of call centers. I don't really think Vonage



Unfortunately you are getting the bite of call centers. I don't really think Vonage is necessarily worse than any other call center. The goal is customers in, quick call, and goodbye. The front lines and the front line supervisors are paid to answer phones and do low level troubleshooting. They are usually not very technical people. (I'm not saying this for ALL of them, just many of them.) As a result, they want to get through your call to the next call so that they can look good on the reports. e.g. - Number of calls per day, per hour, etc.

Until you reach a more senior level technician/supervisor/manager you will most likely never get the assistance that you need.

I think this will only get worse as our economy drops lower and lower. 2009 is the beginning of the commercial real estate fall out. We'll see where that takes us. In the interim, I hope Vonage holds out. When it works, it works well.



Read The Full Thread:

I thought customer service was getting better. It isn''t.


Well over the last several weeks talking to Vonage customer service and technical
I'm brand new with Vonage. They haven't even connected my incoming calls yet,
Before you go, don't let the issues with customer service immediately turn you
So, any suggestions on who I should be talking to within Vonage to impress upon
So, I just got done speaking with JP, a customer care supervisor in the Philippines.
For what it's worth, I ordered something from Amazon, on the Friday before Thanksgiving,
Bear in mind it is the month of December......Christmas heavy delays in shipping
If this was an issue to blame on UPS, that would be one thing, but UPS is not to blame
Just so you know, the devices that Vonage ships out do not ship from a Vonage owned
After talking with supervisor JP, I'm not sure that the 3rd party warehouse dropped

ksig posted "Unfortunately you are getting the bite of call centers. I don't really think Vonage" on 12/15/2008

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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