And how in the hell do you know it's unjustified? Maybe he's truly a guru and offers to help people for free here? Or were you just lumping all Vonage employees together, based on limited contact with a few? Nothing gets my goat more than short-sided people who stereotype others that they don't like.
How does he know the other guy isn't an IT professional?
His entire last paragraph sums up Vonage support techs. Egotistical. The attitude he conveyed was not a customer service attitude. Vonage is not professional by any means.
"How does he know the other guy isn't an IT professional?"
Because Vonage isn't that hard to install, fix, maintain, and troubleshoot. Most times it's plug and play, others require some configuration. Still others require a call to CS. But by no stetch is Vonage a nightmare in terms of technical knowledge for an IT professional. A computer tech is an IT professional, and so is a network tech. But a network and computer tech sometimes don't share skills. You may know how to install MS Office or open a Powerpoint document, but you may not know how a packet gets from Point A to Point B. And vice versa.
I think it's pretty funny that he wants to charge Vonage for HIS time, troubleshooting HIS service. And if he won, I'd cheer for him. But he won't.
I concede that point to you. People just need to treat people nicer. Customers yell, whine, complain. Employees hang up, ignore, vent. Both sides are at fault, but that's the nature of the beast, I suppose. Personally, I just try to put myself into the other person's shoes, get them what they need, and if they are belligerent, get them out of my life as quickly as possible.
blakadher Vonage Forum Evangelist
Joined: Dec 23, 2005 Posts: 476
Location: Vancouver, WA
Let me guess. You're one of the Vonage techs... I can tell by the unjustified ego.
dmesser:Nope, I never have worked for, nor do I receive any sort of financial or other compensation from Vonage. I agree that Vonage's tech support & customer support is in dire need of improvement. There are a few Vonage employees who do post in here (even more who lurk) and they'll be the first to admit there's deadwood in the system. They're not ALL bad. There are some great techs out there and I've been fortunate enough to find them. Vonage isn't perfect... but it's better than the other providers (so far).
TIP: There are options in the Vonage phone tree that can get you directly to a Level 2 tech to start with. Being very nice with the Level 1 techs can also get you transferred immediately to Level 2. Yes, the people on the other end of the telephone are real human beings, even if they happen to live on the other side of the world and barely speak English. There may be language barriers, but the emotions come through quite clearly. Be nice to them..You probably spent more on your lunch than they got paid for the day...but that's best left for a different discussion.
parkinc: Verbal contracts are difficult to near impossible to get a ruling on in court. If you were that serious, you should have recorded the conversation and/or requested that they fax the information to you. A written Terms of Service agreement will trump any verbal agreement you may/may not have received, especially without the proof (tape).
_________________ ISP: Varies depending where I'm at. Vonage: Linksys RTP300 Router: IPCop 1.4.10 Phones: various Total calls since Jul 24, 2005: 4,794 calls Total Minutes since Jul 24, 2005: 25,552 minutes
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