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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
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Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
Vonage
Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
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Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
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Topic:
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On Jul 17, 2016 at 23:42:46


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ZipZilla
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Joined: Jul 08, 2005
Posts: 67

PostPosted: Thu Dec 22, 2005 8:41 am    Post subject: We're sorry.... Reply with quote Back to top

"But Vonage is unable to take any phone calls right now. Rebooting the phone adapter doesn't work, and there's nothing wrong with the Internet connection. You're really saving money now...you're not talking on the phone at all. Please try your call again later."


Folks, this is exactly the kind of nonsense that makes Vonage look more and more like a hobbyist's toy and less and less like a landline replacement....
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Trinijoy
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 22, 2005
Posts: 143

PostPosted: Thu Dec 22, 2005 9:04 am    Post subject: Reply with quote Back to top

Realize some things:

1. This server is very cheap and you get many features that would cost you nearly 80.00 a month with land lines

2. If you have service trouble, try to fix it yourself if you can't call in and talk to Vonage NICELY. They will work with you and many agents are VERY smart there. Belive me there is nothing that they haven't heard.

3. Being irate makes the situation worse. Because if you are the phone moaning about everything you are WASTING your time and the agents time becaus all you are doing is moaning, just say the problem and do what the agent says.

4. Don't try to be a tech, you are calling for help. If you were a tech you wouldn't call. Don't tell the agent what he should do, this only delays it more.
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KDWycha
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Thu Dec 22, 2005 9:52 am    Post subject: Reply with quote Back to top

Although what you say may be correct in most cases, calling with a loud authorative voice and using colorful language usually will get the job done too. I have worked at customer service/helpdesk jobs and find the yellers are most amusing Smile It is fun to try to get them as pissed off as possible. Keep placing them on hold while you say your going to research their account. Then go take a crap or grab something from the vending machine. Rile em up some more and then place on hold again and go talk to a co-worker. After 30 minutes of playing around fix their problem and get them off the phone. Wink

_________________
Kevin Wycha
Vonage Subscriber Since: Jan 17, 2005
Linksys RT31P2 Router/ATA
Motorola SB5100 Cablemodem
Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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cid92
Vonage Forum Senior
Vonage Forum Senior


Joined: May 18, 2005
Posts: 76

PostPosted: Thu Dec 22, 2005 12:59 pm    Post subject: Re: We're sorry.... Reply with quote Back to top

ZipZilla wrote:
"But Vonage is unable to take any phone calls right now. Rebooting the phone adapter doesn't work, and there's nothing wrong with the Internet connection. You're really saving money now...you're not talking on the phone at all. Please try your call again later."


Folks, this is exactly the kind of nonsense that makes Vonage look more and more like a hobbyist's toy and less and less like a landline replacement....


If Vonage is not to your liking or not "professional" enough, go try another service. But when they also experience problems (which will inevitably happen when you are dealing with anything that requires the internet to function), are you going to make the same snide comments to the other service's tech support as well?

If you're concerned that Vonage can't reliably replace your landlines, then don't replace your land lines. End of story. Wait till the technology is better and then switch.
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ColdGin
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Oct 03, 2005
Posts: 423

PostPosted: Thu Dec 22, 2005 3:33 pm    Post subject: Reply with quote Back to top

1. Vonage is having basically every kind of problem imaginable right now. We know. Don't bother calling us. They are trying to fix it. I don't know how long it will take.

2. Kevin you are giving away our best secrets! People should realize that the person you are screaming at, belittling, and insulting is the guy who can fix your problem, get it escalated, or screw it up so bad you will be wishing for tin cans and string.
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Mr_Sorento
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 19, 2005
Posts: 122
Location: Illinois

PostPosted: Thu Dec 22, 2005 6:50 pm    Post subject: Reply with quote Back to top

Trinijoy,

You keep mentioning in your posts for people who call up Vonage to be NICE and just say what the problem is. Here's the problem with your philosophy. People wouldn't be calling up complaining and yelling and screaming if: #1 - They could get a hold of someone and speak to someone without there being a language barrier and #2 - If their problem could be resolved by the person they're speaking to and #3 - The person on the other end wouldn't treat everyone like mindless, lame-brains, who don't know how to spell CPU.

I have been very fortunate and don't have any major complaints about Vonage. I can think of several improvements (both in Customer Service and in product features), however, for what I'm paying and what I'm getting each month -- I really can't complain.

Last thing, I don't know how long you've been working in the Customer Service business. I've been working with customers and providing a service to them for the past 20 years. One thing I learned very early on was the customer is always right. That slogan comes from my old days as a retail salesman. Secondly, back then and even right now, whenever I have an irate customer approach me or call me on the phone or in person, I do whatever I can to listen to their complaint and take care of their needs. Having someone call you up and scream and hollar at you over something that's broken or not working the way it's supposed to is well, part of the job, especially in the Customer Service front-lines.

Don't get me wrong, I thing you're doing a really great thing and you're in a profession where we need more folks who take care of their customers (BTW, that's what makes a business great), but folks in your line of work have a higher responsibility to take care of their customers' needs and take the high road at the same time. Just keep in mind, folks wouldn't be calling up screaming and hollaring and making all kinds of threats if they weren't having problems.

_________________
Mr. Sorento Smile
ISP: Charter Cable - 30 Mbps Down / 4M Up

Cable Modem
---------|--> Linksys WRT54GL Firewall Router --> PC
-----------------------| --> Vonage V-Portal --> Phone line


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gadgetfan
Vonage Forum Junior
Vonage Forum Junior


Joined: Apr 25, 2005
Posts: 33

PostPosted: Thu Dec 22, 2005 7:43 pm    Post subject: Reply with quote Back to top

ColdGin wrote:
1. Vonage is having basically every kind of problem imaginable right now. We know. Don't bother calling us. They are trying to fix it. I don't know how long it will take.

ColdGin - Are the root causes known? I mean, is it a question of just fixing the already-identified problem(s), or have the problem(s) not yet been identified?
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