Emailing Tech Support

Posts: 83 · Posted: Sat Feb 25, 2006 1:13 am Post subject: Emailing Tech Support

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...

Posts: 533 · Posted: Sat Feb 25, 2006 1:23 am Post subject:

Nope, never had a response to an email question.

Posts: 1125 · Posted: Sat Feb 25, 2006 1:30 am Post subject:

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.

Posts: 83 · Posted: Sat Feb 25, 2006 1:37 am Post subject:

So are they just deleting the emails that are sent to them?

Posts: 1125 · Posted: Sat Feb 25, 2006 8:09 am Post subject:

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.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

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.

Posts: 83 · Posted: Sat Feb 25, 2006 11:31 am Post subject:

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.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

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.

Posts: 7 · New Forum Member Joined: Aug 11, 2005 Posts: 7

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

Posts: 85 · Posted: Sat Feb 25, 2006 6:40 pm Post subject:

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