Customer service = horrible

Posts: 16 · Vonage Forum Associate Joined: Apr 08, 2004 Posts: 16

Well...I was actually going to drop it after bumping the last post, but the last couple of posts need to be addressed.

"The key point in the above post is cost. Problem is, we all want Nieman Marcus service at a Walmart price."
Interesting point since I didn't even receive Wal-mart service. I received ZERO service.

"Complaiing here will do little more than waste your time and space on this board. No one here works for Vonage so what in the name of sam hill can we do about your complaints?"

As I scroll back through my posts I don't see anywhere that I asked anyone here to do anything. AS for what good does this do? I want people who are considering their choice for phone service, which is not limited to the technology alone, to know what they might be up against. The reason that a forum exists is to exchange information, good / bad / indifferent. As for wating my time...that's my business. Wasting space? I don't think it is a waste of space to inform people of a serious flaw in the operation at Vonage. The fact that you sign your posts "Part time Vonage phone man" doesn't exactly give you a lot of credibility when pointing out that they choose to have a flawed service organization.

Posts: 16 · Vonage Forum Associate Joined: Apr 08, 2004 Posts: 16

lol....last post so you can go back to your evangelist job.

Angry - Yes. I think people can discern the difference between righteous anger / frustration and a "tantrum"

I guess this board is just for technical issues and "Ain't Vongage great?" stories.

There are many outlets for disappointed customers and this was just one venue to try to make sure the story is balanced. It wasn't my great hope that Vonage would change their entire business model after one poor soul didn't get the service that is expected from even middle of the road organizations. Enjoy your early adopter of technology / excuser of service role.

Posts: 17 · Vonage Forum Associate Joined: Nov 29, 2003 Posts: 17

There are 2 things to address here. First, the 911 situation. I keep a pots line for emergency's and incoming calls. I got Vonage to save on my long distance bills. Vonage saves me $100-$150 a month in just long distance. My local pots costs about $15 a month to maintain. People call me on that but I call out on Vonage. For 911 i still have the pots line. I save a lot of money, just a little less this way but its minimal.
Second-poor customer service. It costs alot more money to get a new customer then to keep an old one. Some simple work on Vonage's part would go a long way in these situations at minimal cost. I n this case their poor service is a very bad business decision but is becoming a norm today in business. In a word, yes it ****. I have found in several cases with other companies an email to the president or a ceo of a company goes along way. How to get there email address varies. In some cases companies us a standard email naming convention, ie. first.last@companyname.com. I've used this approach in several cases and with calm emails i have gotten very good replies and service problems fixed. I wish you luck.

Posts: 61 · Full Forum Member Joined: Jan 29, 2004 Posts: 61

jcarroll01...I think it is clear that in fact you are asking people on this fourm to help you(even though you say your not). In fact they have done so but, you continue to complain about how bad Vonage is and not even listen to some of the great suggestions about taking care of your "Problem". Then you attack the people that are trying to help you because they are supportes of the Fourm.

This Fourm is a great place to get a read about Vonage, VOIP...The Good, The Bad. Dont make it a place where you mission is to say Customer Service ****.

Try to be thinking of a solution...you knew coming into this that Vonage did not get a ten rating on customer service. Take some of the advice you have been given here or you will contine to sound like a Cry Baby.

Posts: 433 · Posted: Sat Apr 24, 2004 12:13 pm Post subject:

Of 100 percent of customers,
20 percent like it, 60 percent enjoy what it does,
and the remaining 20 percent complain (and should
have not purchased the product).

Enough said or written in this case.

Posts: 40 · Full Forum Member Joined: Apr 24, 2004 Posts: 40

Vonage customer service is excellent. I use emails and they are very prompt and helpful. Never any problem. I have not used phones though.

Posts: 16 · Vonage Forum Associate Joined: Apr 08, 2004 Posts: 16

Great. Thanks for all the suggestions. I have no hard feelings. I initially was angry, but most of all wanted to show the other side of the story.

If anything people sure are passionate on this board.

Have a great week.