Not happy about customer service

Posts: 14 · Vonage Forum Associate Joined: Jan 20, 2006 Posts: 14

To a certain extent I agree. The women I have spoken to have been very polite, with one exception. I did get my service activated finally, 5 days after I received the equipment. One TS supervisor took care of the issue, but unfortunately put the blame on previous techs, saying that they had "issued my ticket to a queue that wouldn't get me results". I understand this may not be entirely true, I'm not sure. Whether or not it is true this tells me something about the management of the NJ call center.

A supervisor should know better than blame another tech or department, they should take ownership of the issue and steer the customer and the conversation towards a solution rather than dwelling on mistakes made in the past. Eventually the tech found me a solution, and I appreciate that. If the service is consistent and calls to TS/CS are minimal, I will keep the service.

Posts: 7 · New Forum Member Joined: Apr 17, 2005 Posts: 7

I would say for tech support that the men are the ticket and the women should be hung up on. While for billing the women are better than the men.

Now that i have a resolution i will hang on to Vonage for a while longer. I am still not happy with the previous days experiences though. At least i can say that i have had other companies totaly take me. Vonage came close but i found the one in a million person to help me the way i should be helped.

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

Actually I think hanging up on people is rude.

Whether a woman or a man.

Posts: 14 · Vonage Forum Associate Joined: Jan 20, 2006 Posts: 14

I think alot of things are rude.

Posts: 7 · New Forum Member Joined: Apr 17, 2005 Posts: 7

Even though i did not hang up on anyone, please notice my post above stating that my statement was in jest! Just in case my post was confusing.

Thanks for reading all posts before commenting!

Posts: 6

I'm happy to report back to the forum that I recevied a call today in response to my call into corporate.

The woman that I spoke with was extremely helpful and offered me several (3) alternatives to resolve our difference. In short, I will go buy a retail WRTP54G at my local Best Buy and email her the MAC address and serial number. She will forward to the Engineers to configure the adapter for my current phone number. I then have to simply return the RTP300, email her a scanned copy of the receipt from Best Buy and Vonage will refund me the difference between the retail price and the $29.99 offer.

Just wanted to post back a positive response from Customer Service, as so many negatives are posted on this site. Thanks

Posts: 85 · Posted: Thu Jan 26, 2006 7:04 pm Post subject:

I am glad you had a positive response from CS. I read about so many negative ones.

Posts: 7 · New Forum Member Joined: Apr 17, 2005 Posts: 7

That is what i expect. That is great. WOW!! and some more i cannot think of.

Posts: 70 · Full Forum Member Joined: Nov 28, 2005 Posts: 70

Don't forget, though: Vonage does have a specific policy about rtr exchanges for upgrades: It's not done. There's a POTENTIAL exception for people who have JUST ordered and made a mistake. You don't know how many people just refuse to accept things and insist 'Well, if you can't do it, get me someone who can'. (Prolly read some book on 'How to deal w/stuipd CS, or something...) How long can someone politely explain a situation to a numbskull before having to end a call and move on?