Examples of stubborn customers...

Posts: 143 · Vonage Forum Senior Joined: Dec 22, 2005 Posts: 143

Sorry about the post... Didn't realize what i was doing.

Posts: 21 · Vonage Forum Associate Joined: Nov 28, 2005 Posts: 21

Just as people should respect this board and its owner/moderator by not posting angry anti-Vonage rhetoric (without being solution-oriented), you should not be posting anti-customer venom here either. This is not a Vonage employee break room.

Your posts, while in some cases technically helpful, have not demonstrated a customer focus on the part of Vonage, but rather an arrogance that many of us here have felt. The customer is always right - period. Respect is a two-way street, and while you are not here as an official Vonage representative, you are not doing your comapny any degree of good service by being so abraisive.

Fortunately, I have had nothing but professional, courteous, diligent help from Vonage techs so you must be the exception rather than the rule.

Posts: 423 · Vonage Forum Evangelist Joined: Oct 03, 2005 Posts: 423

Yeah really man don't post that crap here. No one wants to read that ish, it's not helping anyone, and makes you look some whiner that can't deal with his job functions, one of which is to deal with pissed off customers. I have my own share of stories about customers that whine, complain, make death threats, lawsuit threats, curse, cry, and on and on, but you don't see me or any of the other Vonage reps post that stuff here. The fact is there are a lot of hardheaded customers, there are also a lot of reps that work here that are in need of more training as well as an attitude adjustment.

Every thing you post has an air of condescension towards customers and speaking for myself, I don't like it because it makes it look like every rep that works here acts like a spoiled teenage girl. I don't care that someone b*tched you out in a ticket. Too bad. Get another job if you don't like it. Fix his problem! The dude is right! The bottom line is he came to you for help because he was unhappy with his service, now I don't just throw new adapters at people, but if all those steps have been taken, and it's still not resolved, and he's talking cancellation, why not replace his device? Or at least actually call the customer up (omg) and see if you can do anything besides post here about how you didn't like the fact the customer said he thought the bandwidth was adequate.

Grow the hell up. This is what we do here, help pissed off customers that often, but not always, don't know jack about computers or networks.

I vote admin lock this thread.

Posts: 143 · Vonage Forum Senior Joined: Dec 22, 2005 Posts: 143

Your right i didn't realize and I will erase your absolutely right sorry to vent.

Posts: 3 · New Forum Member Joined: Dec 18, 2005 Posts: 3

Customer Service at Vonage: Let me first say I have been working with computers professionally since 1983. The majority of that time I have spent in PC and network support.

In your posting: Examples of stubborn customers... I think you are missing the point. Most customers are not very suffocated when it comes to technical issues, and it is the job of customer support representatives it work through it. It takes a lot of patience to work through these problems.

The Customer only knows he is paying for something he is not getting, and wants it to be fixed.

I have an issue of not being able to access my Voicemail through the internet. When I go to the Voicemail only thing I get is:

Error

Sorry, an error has occurred. Please try again later.

Click here to return to your Dashboard.

Click here for the Care Center.

I have done everything I was asked and let the rep have his way and followed his instructions. Disabling and the enabling, rebooting the WRTP54G, etc.

I have called customer support 5 times over the last 6 days, and each time there is a different answer. This is not brain surgery, and they should be able to be resolve this problem, or have a reason why it can’t

I had one rep I had to repeat things many times since he could not understand what I was saying.

The above is an example of bad support. If at work I had this same complaint on my service, I wouldn’t be working for very long.

Posts: 143 · Vonage Forum Senior Joined: Dec 22, 2005 Posts: 143

We have been having major issues with the Voicemail, including the plauging stutter tone. If you want have the Agent put in a ticket for the Error message. It has to go to tier 3 they can fix it, unless it's an issue. But that sort of error message thing can be fixed.

Just tell the agent and they can put in a ticket.

But if it's due to our Voicemail issues, then the agent will probably say that.

If you get overseas support, just ask immeditely for "Tier 2" they will transfer you to the American support if you don't feel like talking to them.

Posts: 2252 · Posted: Mon Dec 26, 2005 5:55 pm Post subject:

And so granted, coldgin.