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Vonage Well, I can say that when I had Vonage 2 years ago, and the tech support was in the
Well, I can say that when I had Vonage 2 years ago, and the tech support was in the US. I had a good experience then. I did leave the company because QoS features were lacking; and firmware updates finally broke my service.
I bought the service again last month. My first experience with customer service regarding voice quality went rather well. However, when my service completely broke 2 weeks into the service, customer service suddenly became useless.
I can say that as a network engineer that owns his own computer consulting company, I deal with Indian tech support from a variety of companies on a regular basis. Some companies hire techs that actually sound British. You can really understand them, and sometimes (but extremely rarely) they have some degree of expertise. In my experience with Vonage, this is not the case.
I began with troubleshooting my problem by sending an email to tech support. I received a prompt reply. I tried the solutions, but they didn't fix the issue. The email said to then call tech support. I talked to tech support through 2 tiers of support over 2 hours. The more "advanced" tech said she would put in a ticket and call me back in 24 hours.
After waiting for 3 days I called back. I asked for tier 2 support, but still had to waste 30 minutes with some guy that absolutely could not understand English. It took 6 tries over 10 minutes to explain that:
"I get a dial tone. I dial a number. There is silence for 10 seconds. Then I get a fast busy signal."
You would think that telephone tech support could understand phrases about telephone tech support. I was finally transferred to tier 2 support. Over 1 1/2 hours, this tech had me do the exact same things that the last tier 2 agent did 3 days earlier.
Finally, she insisted that I make changes to my IP address settings on my Vonage adapter & firewall that didn't match my network (or any semblance of networking theory). I kept asking for a network engineer or tier 3 support, because her network addressing settings made no since. She couldn't understand, because she had NO network training. She refused to transfer me & told me that I either needed to remove my firewall, because "It is a firewall", or I needed to upgrade my $700 Sonicwall firewall/router to support Vonage!
I am usually calm with foreign tech support. But after requesting to be transferred over and over I finally hung up. Luckily, I finally remembered something that Vonage's American tech support told me 2 years ago. They actually knew something about firewalls. After 4 hours of heartache on the phone with tech support, and over 1 week without service, I fixed the problem with 2 year old advice: "Disable SIP transformations".
Here is the crux of the situation. I don't believe that all Indian tech support is bad. Just 99% of it, unless you just need to reboot something, or make sure it is plugged in, or you can't read instructions.
If you are going to use India for tech support for a NATIONAL COMPANY, then pay for support centers that hire techs with real degrees in information technology AND have extensive training in English. Otherwise, use American tech support. Not only are you taking jobs from Americans, but you are providing lousy service.
I have numerous friends that have worked in tech support call centers. Memphis, TN is one of the cheapest places in the US to hire entry level techs due to the low cost of living and large supply of tech savvy individuals. I understand wanting to be competitive, but suggesting $5 a month extra or a per minute charge right from the beginning? NO!
I might understand a per minute charge for premium support after 90 days (note that I said premium). That gives the customer time to get the bugs out of the setup & get used to it.
I bought 3 Vonage adapters last month. One for me, one for my elderly father, and one for my mother-in-law. Had I not been able to fix the problem on my own, you would have lost 3 customers at once. If I ever need tech support again, I hope that you have changed your tech support call center.
Read The Full Thread: Rate Vonage Customer Service
• Do you think its better to have Vonage Customer care outside on inside the homeland
• vonage customer service improved a lot since last year. my mom used to tell me that
• When I first got vonage just over 2 years ago, I had the hardest time understanding
• Here's the question:
Would you rather pay $5 more per month and be guaranteed
• i'd rather pay $5 per month.. i believe that would be unlimited calling as well
• I have nothing against overseas reps as long as they could understand me and I could
• I don't have a problem with tech support. I have a problem with customer service.
• You say "I hope you change" ... keep in mind this is an unofficial forum. Vonage
• Like you pointed out, Vonage doesn't have officially moderated forums. This
Clache posted "Well, I can say that when I had Vonage 2 years ago, and the tech support was in the" on 05/05/2007 |
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