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Vonage [font=Arial] [/font] [color=#444444:bfe556b8d1] I am a new member to this forum
[font=Arial] [/font] [color=#444444:bfe556b8d1] I am a new member to this forum and I have been using Vonage Service for about 9 months. I was very happy with the service and had good luck with tech support at first.
Because I was so happy with the service I signed up for a second account this time with a Wireless phone adapter and all was right with the world. At least until I made the fatal mistake of asking to switch the primary phone numbers between the two accounts. I was told that switching the primary phone numbers was easy and that it would be accomplished within 48 to 72 hours.
When a week went by I started calling back, and all of the techs I talked over the next two weeks added information to the ticket or wrote new tickets. None of them could tell me why the numbers were not being switched. They keep saying that the phone number switch was in the cue. I talked to a manager after about 3 weeks and he transferred me back to a tech without asking if it was OK to do so.
This tech however seemed to know what he was doing. After conferring with his manager he told me my request was now in the manager's cue with high priority and would definitely be taken care of within 48 hours. He apologized to me several times and said he could not explain why things haven't been taken care of.
I week later nothing had happened so I called back again and got another tech from India (most were Indian). Finally I was told by this person that my primary numbers can't be switched without cancelling one of my accounts. This was hard to believe as none of the other techs had mentioned this, so I asked for a manager to call me back within 48 hours. I also emailed Vonage. No one called me back. I called and emailed again and was told a manager would call me back within 48 hours and again nothing I called again tonight and was told that a manager would definitely call me within 48 hours and I guess we will see.
At any rate, the point is Vonage Customer Support seems to be badly broken. The techs apparently are not trained for anything beyond very basic problems and managers are apparently too busy or unwilling to call people back. Has Vonage gotten too big or to full of themselves?
Has anyone else had these kinds of problems? Does anyone have any suggestions (other than terminating my accounts which I am definitely considering)?
Read The Full Thread: Problems with Switching Primary Phone Numbers
• Call back and ask to be elevated to Tier 2 support (NJ). Explain how long you've
• NavyDavy2001,
Thank you for the advice. :)
I had to call 4 techs before I
• No problem, and I'm glad it was worked out for you. Bon Vonage!
• You do, of course, realize that the chance of that happening is basically zero.
• Well, I think Vonage's issues in customer care are probably experienced by most
buster100 posted "[font=Arial] [/font] [color=#444444:bfe556b8d1] I am a new member to this forum" on 01/31/2006 |
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