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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
Poll

Have you ever recieved a response from tech support when you contact them through email?
Yes
25%
 25%  [ 4 ]
No
75%
 75%  [ 12 ]
Total Votes : 16

Author Message
riddler
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sat Feb 25, 2006 1:13 am    Post subject: Emailing Tech Support Reply with quote Back to top

I have emailed tech support about 3 times and never recieved ANY response and wondered if this is an isolated incident or is everyone getting the same result...
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EzCo
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Sat Feb 25, 2006 1:23 am    Post subject: Reply with quote Back to top

Nope, never had a response to an email question.
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navydavy2001
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Sat Feb 25, 2006 1:30 am    Post subject: Reply with quote Back to top

Emailing tech support is not recommended by most here, the best way to get resolution of an issue is by phone. It's a known fact that Vonage email is not very useful, as a search here would indicate.

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riddler
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sat Feb 25, 2006 1:37 am    Post subject: Reply with quote Back to top

So are they just deleting the emails that are sent to them?
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navydavy2001
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Sat Feb 25, 2006 8:09 am    Post subject: Reply with quote Back to top

I can't tell for certain, but if it were me sending it, and I had the problem, it would seem as though alot of emails are simply "ignored" or "missed." It's a classic case of a call center growing faster than personnel/training can keep up.

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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Feb 25, 2006 10:27 am    Post subject: Reply with quote Back to top

I don't recommend Email, but I did try it 3 times shortly after getting Vonage. One was never answered, another was answered after about a month (but the answer was useless), and the third was answered the next day.

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Steve Gray
Orlando, FL
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riddler
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sat Feb 25, 2006 11:31 am    Post subject: Reply with quote Back to top

I had seen many posts in here where someone had a problem and never recieved an email back from them and thats why they came here...

I called tech support when I first signed up with a question about porting my number...after that call I crossed my fingers and hoped I wouldnt have any serious issues with Vonage and have to call them..Ive been lucky..

But I had hoped that by emailing a problem/question they could answer me and I could understand what they were saying.....

They need to take the "Contact Us" out of their website and put "Contact Vonage Forum" instead...Im serious about that.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Feb 25, 2006 4:09 pm    Post subject: Reply with quote Back to top

riddler wrote:
They need to take the "Contact Us" out of their website and put "Contact Vonage Forum" instead...Im serious about that.


I'm sure you are. It's a shame, but Vonage really needs to learn the meaning of customer service. I like being able to help from here, but there's no excuse for things like unanswered Email, trouble tickets that never get closed, and so forth.

_________________
Steve Gray
Orlando, FL
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JustinS
New Forum Member
New Forum Member


Joined: Aug 11, 2005
Posts: 7

PostPosted: Sat Feb 25, 2006 6:01 pm    Post subject: The retured my email... and said please call Reply with quote Back to top

I did email customer care last week, and got an email back about 12 hours later that said

"we understand your issue, however it requires advanced support only available by phone"

advanced support for a simple, and obvious billing error? Question Lol
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Kuka
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 31, 2005
Posts: 85
Location: Overseas

PostPosted: Sat Feb 25, 2006 6:40 pm    Post subject: Reply with quote Back to top

I have received responses to the two emails I sent. One was the next day and another simple one took two weeks.
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