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CLM
Vonage Forum Associate
Vonage Forum Associate


Joined: Dec 02, 2005
Posts: 10

PostPosted: Sat Jan 07, 2006 6:01 pm    Post subject: Reply with quote Back to top

How hard could it be indeed?

I agree, a simple announcement posted in Dashboard would be the least they could do.

It makes them look really unorganized and amatuerish... which I'm beginning to believe might be the case. Too bad.

Maybe Dan here can put an email out to the CEO and give him a few basic pointers on how customer service should be maintained.
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Trinijoy
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 22, 2005
Posts: 143

PostPosted: Sat Jan 07, 2006 6:14 pm    Post subject: Reply with quote Back to top

It's harder then you think. and other issues arrrive during the day that are more major then Voicemail. The other agent was kind enough to give you insider info please take it as is. This is not a Vonage bashing forum.

Agents never hang up on people, we have issues with our internal PBX system doing that. lately they have been fixing it and it has been getting much better. If the agent doesn't call you back he/she got another call instantly (beause it's calls non stop during the day). Or it was a Overseas support transfer and they don't have the caller ID information.

Call Microsoft support you'll be on hold for an hour, minumum.

but any issues just post here and we will try to help.
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CLM
Vonage Forum Associate
Vonage Forum Associate


Joined: Dec 02, 2005
Posts: 10

PostPosted: Sat Jan 07, 2006 6:25 pm    Post subject: Reply with quote Back to top

You keep referring to this "not being a Vonage bashing forum".

No one said it is, and I don't think anyone IS bashing Vonage. What people are doing are voicing their problems, conerns and yes, *gasp*, their opinions.

And sometimes, as a customer kept in the dark and not receiving support for 48 hours after submitting a ticket, it's important to be able to say what you feel, somewhere with other people who can relate and understand... and maybe even offer a tip or a fix.

The fact that Vonage advertises itself to be a telephone service, and then provides vastly ineffective service to customers experiencing problems with said advertised service.... it's just bad.

And people react to bad.

For you to tell people to stop bashing Vonage when Vonage is being bad, is telling people to stop their normal reactions. Is that fair?

Are we supposed to be on some Vonage "high" that helps us surpress normal reactions?

Please tell me no to both those questions.

I'm also now being told by callers that my phone "sounds crappy"... I'm thinking Vonage may be a short-lived experiment in my house. Hope not, but it's looking that way.
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Trinijoy
Vonage Forum Senior
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Joined: Dec 22, 2005
Posts: 143

PostPosted: Sat Jan 07, 2006 6:29 pm    Post subject: Reply with quote Back to top

No. Opinions are one thing. Attacking is another.

SOmetimes the ticket is still being investigated. If agents don't peridocially check the ticket each day, they won't know a response until the Engineering sends it back to them.

Our workers really try for there customers they really do. If I had three heads and 6 hands I probably be more effient, but I do my dammend hardest.

I work overtime just for the customers, not for myslef. I kind of forget about myself and my health, and it does effect you. But you can rest assured that you have an agent who does really try.
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wimberle
Full Forum Member
Full Forum Member


Joined: Jan 07, 2006
Posts: 46
Location: Tyler, Texas

PostPosted: Sat Jan 07, 2006 6:38 pm    Post subject: Not BASHful Reply with quote Back to top

Sorry you took it as bashing. It was not. I'm simply voicing my opinion that Vonage could post a message someplace, seeing as this is apparently an ongoing problem. This would free up support staff for the things that "are a lot more important than voicemail". If I had never had to call, I would have never experienced a hang up/droped call or been given insider information. And what is up with that? Telling a customer that something is a known problem and giving an estimate of when it will be fixed is insider information?

I have customers I have to support and I would never think of telling them any less. They are paying for a service and they have the right to know the status of their service. So, drop the chip on your shoulder and accept the suggestion for what it was, an attempt to offer advice on how things could be improved.
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Trinijoy
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 22, 2005
Posts: 143

PostPosted: Sat Jan 07, 2006 6:39 pm    Post subject: Reply with quote Back to top

I ate the chip, it was a pringle.

Just trying to lighten up the situation Very Happy

Lol
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wimberle
Full Forum Member
Full Forum Member


Joined: Jan 07, 2006
Posts: 46
Location: Tyler, Texas

PostPosted: Sat Jan 07, 2006 6:49 pm    Post subject: Reply with quote Back to top

That's kewl with me. I'll admit, my frustration may have shown a bit, but I have been a Vonage customer only 5 days. I certainly have no reason to bash. I think it's a kewl technology. So, please accept the suggestion portion of my original post. If I could have found and answer either via a Vonage web site post or in a knowledgebase saying this was a known problem, I would be a happy camper and would have likely never even seeked an outlet in this forum. Is there a knowledgebase of this type on the Vonage site?

Was that a Whoo Hooo flavored Pringle? Smile

Regards,

Smith
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Trinijoy
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 22, 2005
Posts: 143

PostPosted: Sat Jan 07, 2006 7:13 pm    Post subject: Reply with quote Back to top

Yesireeee!
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mharvey
Member of the Week
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Joined: Dec 24, 2005
Posts: 135
Location: Northern VA

PostPosted: Sat Jan 07, 2006 11:59 pm    Post subject: Reply with quote Back to top

Progress is being made... my voicemail is now appearing on the web. Cool!
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jdlittle
New Forum Member
New Forum Member


Joined: Jan 05, 2006
Posts: 7

PostPosted: Sun Jan 08, 2006 8:18 am    Post subject: Reply with quote Back to top

mharvey wrote:
Progress is being made... my voicemail is now appearing on the web. Cool!


I got one last night also (Jan 7th). Strange part is it was a message from Jan 5th that I had deleted already (and the really exciting part is that it was me calling myself Razz ). Oh well, it made it to my web page so it's headed the right direction.
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