Put a Fork in me. . . .

Posts: 39 · Vonage Forum Junior Joined: Dec 20, 2005 Posts: 39

I have had great experience with customer service. I have also read other posts where people have been helped via customer service. It is probably a small percentage that have problems overall - unfortunately, I think that more often then not the one's that do have problems post here. Because this is a relatively small forum I think that some could get the wrong impression based on seeing those problem posts.

Posts: 39 · Vonage Forum Junior Joined: Dec 08, 2005 Posts: 39

bmetelsky wrote:

I have had great experience with customer service. I have also read other posts where people have been helped via customer service. It is probably a small percentage that have problems overall - unfortunately, I think that more often then not the one's that do have problems post here. Because this is a relatively small forum I think that some could get the wrong impression based on seeing those problem posts.

I think it is the other way around. I have talked to several people that have had the same poor quality service that I have, and they
have not heard of this forum.

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

Again this is NOT a Vonage bashing forum. Prasise it as you like but you are people here who ask for questions to tech support. With the posters issue, IM me and I will work with you to help it. There are 2500+ tickets in the the ticket Que getting to a ticket is very hard, I do an average of 300 a week, but the tickets keep adding it. It's very hard to keep up with them all.

Again IM me and I will work with you.

Posts: 1389 · Posted: Sat Jan 07, 2006 5:59 pm Post subject:

Wise words Trinijoy...

Posts: 76 · Vonage Forum Senior Joined: May 18, 2005 Posts: 76

Trowski wrote:

Wise words Trinijoy...

Yea, but they fall on deaf ears. Those that want to do nothing but complain, even if it is legit, would rather complain than get a solution.

My favorite comment from soundsys4u was paying more for a company that answers the phone with people he understands. Rich. Apparently he hasn't called the phone company in a while. I'd love to hear the wait time stories on that one. Plus the wonderful people over at the phone company and how well they help out.

Also NO phone company guarantees that your phones will work - can you imagine the lawsuits from the jerks on that promise? POTS lines can, and do, go down. Maybe not with the same frequency as VoIP but they do go down.

Posts: 21 · Vonage Forum Associate Joined: Jul 25, 2005 Posts: 21

cid92 wrote:

Trowski wrote:

Wise words Trinijoy...

Yea, but they fall on deaf ears. Those that want to do nothing but complain, even if it is legit, would rather complain than get a solution.

My favorite comment from soundsys4u was paying more for a company that answers the phone with people he understands. Rich. Apparently he hasn't called the phone company in a while. I'd love to hear the wait time stories on that one. Plus the wonderful people over at the phone company and how well they help out.

Also NO phone company guarantees that your phones will work - can you imagine the lawsuits from the jerks on that promise? POTS lines can, and do, go down. Maybe not with the same frequency as VoIP but they do go down.

I think I have been EXTREMELY patient in attempting to get a solution. The fact that someone offered "here" is nice, however, I'm beyond that point. (Thus the title of this strings post.)

Actually, I have called the phone company lately. . usually several times a DAY since it is part of what I do for a LIVING. . . I can ALWAYS understand the representative, they NEVER disconnect me because their "having problems with THEIR phones" and I NEVER wait more than 3 1/2 minutes before talking to a person that addresses my problem and stays with the problem until it is addressed. (I never HAVE to call FOUR times in 18 minutes because I don't get DROPPED four times and am never FORCED to continually call back. . ."excessive". . I don't think so. . .trying to get someone to understand the problem is hardly "excessive")

As for a POTS line "going down", sure. . they go down. Every service in the world "goes down". It's how they handle the problem when it goes down that counts. (Can you say Web Server [dashboard]) .. . this is quite simply an economics problem, as someone was nice enough to point out before.

I'm ONE customer. . .Vonage has 1 million. .they don't care about losing one. . . .somewhere, somehow, someway. . .people will decide with their dollars. . .as I am in the process of doing. . .

Good day Twisted Evil

Posts: 14 · Vonage Forum Associate Joined: Dec 30, 2005 Posts: 14

Believe it or not, Vonage does care about loosing one customer. Vonage is in a constant growth stage and any bad publicity can put a hamper on that growth. They just recently got to the 1 millionth mark a few months ago, however in the grand aspect of things, this number is trivial compared to the potential market and the sheer amount of customers the bells have..

The problem with comparing traditional telephone companies customer support with Vonage is that the bells have been around for hundreds of years and have the customer support infastructure built out. They have the funding to have thounsands of people to man their telephones and have the equipment to maintain an active call with the customer. Vonage is in the process of doing this, they are pretty much trying to cram hundreds of years of experience with the bells into a few short years. All this while trying to maintain the customer base.

Vonage is in no position to slip up and piss off customers because you have the Cable companies with their competitive voip service right on their heels and the Bells are studying the action of Vonage very closely.

Long story short, I'm sorry to hear of all the problems you've had and I acknowledge the patience you've had. Goo customer support is VERY hard to come by, and another poster brings up a good point. Call MS or another tech company and you will find the support will be the same, if not worse. You have a lot of reps in New Jersey that are VERY talented and VERY willing to put their all in it to get your problem solved. I'm sorry that it's come to this crossroad though and that you're leaving.

Posts: 39 · Vonage Forum Junior Joined: Dec 08, 2005 Posts: 39

The attitude of people like cid92, and Trowski is part of the reason Vonage is in the trouble it's in!!! However, I did have a good PM exchange with Trinijoy, and I believe he is sincere in trying to help people with poor service, including my own!!

I explained to Trinijoy the hours,and hours, I have spent runing speed tests, ping tests, etc. with Vonage customer support people,
trying to help find Vonage's poor service problem. After all of this, there has been no improvement, so tomorrow Time Warner will be coming to install their VoIP service. After that is installed, I'll to a comparison of the service quality between Vonage & Time Warner.
I can say, I have neighbors, using the same cable network I'm on, and they have not had the poor service with Time Warner's VoIP I've had since September with Vonage!!

I believe the word is already out about Vonage's poor service!!!

Posts: 1389 · Posted: Sun Jan 08, 2006 3:03 pm Post subject:

Ummm, Takeda, where did you see anything about Vonage being in trouble? I sure as heck have not seen anything in the news recently about any form of trouble.

If anything, they are signing new partnerships, expanding markets and customers, upgrading systems etc. The E911 rollout has been a monumental initiative.

And FYI, how much is that bill from Time Warner?

Posts: 476 · Posted: Sun Jan 08, 2006 3:50 pm Post subject:

Trowski wrote:

And FYI, how much is that bill from Time Warner?

I'm happy with my Vonage service so this is just a guess, but I'm thinking the price you pay for service becomes inconsequential to some degree when you can't use that service or when the quality is so poor as to make it virtually unusable.

It always amazes me how some people seem to take personal offense to things said about Vonage on these forums. I understand the human nature behind such a response so it shouldn't amaze me, but it still does. If someone is having issues with the service and you're not, it doesn't mean the person who's having issues hates you. And no one should have to pay for a service that they can't utilize to the extent that they believe they should.