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Vonage Vonage is a VOIP provider piggy backing on top on an existing Broadband provider.Other
Vonage is a VOIP provider piggy backing on top on an existing Broadband provider.Other than having the ability to have your existing number "ported" to Vonage" there is no need to disconnect your existing landline phone with your current RBOC.
When you signed up with Vonage, you already signed up with an signed number that you have chosen for the area code. This number can act as a temporary one until your existing number is ported if you chose to do so. If not, that will be your second number.
Based on your posting, it is unfortunate that you are not familiar with the technology and how it can supplement your existing landline phone. It also unfortunate that Vonage is targeting mass consumer that have little or no knowledge how Vonage differs from an actual land line provider.
As with many other service oriented companies in the U.S., their customer service and technical support personnels are inundated with client calls and queries because of poor training, outsourced services, human resource shortage and low morale. Why you asked? Firms are no longer hire technical individuals but instead hire someone that can simply take calls and complete the calls as quickly as possible. And as long as the ASA (industry speak for the call to answer ratio) ratio is within the acceptable limit, everybody is happy, but not the customers. Who cares whether the problem is actually is resolved. It is how fast you can get rid of them. If the tech analyst actually try to resolve an issue he or she would be penalized for not taking enough calls or quota. It comes down whether the action of the support personnel can be measured. Helping you resolve a persistent issue is not on anyone's "radar" and very hard to measure. When it comes to work performance evaluation, the person who can answer the calls and "resolve" them quickest gets the bonus.
In case of Vonage, the problem is due to low morale and overworked first and second level Tech. The third level and their supervisors are busy writing up reports for managements and steering committees.
If they lies, the reps are not tech at all. They are either connected to sales, disguised as relationship managers, account specialists and the likes. Most likely your call never get past the first level help desk and the supervisors are so demoralized, that they don't give a damn what their reps say as long as they "look good."
Customer? What customer? They are just a bunch of cry babies, full of insults and derogatory remarks that ruins your day and cause ulcers. Hand holding is a crucial thing to bring the client's confidence and trust but it is rather unfortunate that many firms relegate that task to fewer and fewer customers if at all.
Your disgruntled customer service specialist at your service. :)
Read The Full Thread: Poor customer service and even worse technical support
• Signed up June 21st and have spent hours upon hours of my time trying to get this
• You DO NOT have to cancel landline before Vonage. You can keep your landline and
• In case of Vonage, the problem is due to low morale and overworked first and second
• Most support services are overloaded with calls and there is constant churn in
• skydivenshort is absolutely right. It's only about the call stats and it irks
skydivenshort posted "Vonage is a VOIP provider piggy backing on top on an existing Broadband provider.Other" on 09/28/2007 |
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