Vonage figured out a great way to make every CENT COUNT!

Posts: 19 · Vonage Forum Associate Joined: Mar 13, 2006 Posts: 19

Going overseas to india for support was one of the best things they could have done for their company, and one of the worst things they did for their customers...

The thing is, no one can say no to 24.99 or 14.99 a month, even if the support center is so horrible.

Yes, we complain, on this forum, and to their VERT team, to their executives, but does that matter? Not at all, because the amount of new signups they get vs. the complaints and cancellations they get are unparalled.

I would say they get about 1 out of every 100 customers cancel on their service, either because of problems or because of customer service...but that in no way will make them change their rules and regulations...

Hell, they are problably pay techs out there at 6 dollars an hour, which is great for india. 6 us dollars is like 20 dollars an hour to us. They are probably spending 10% of what they would spend in the states, plus the land/lease of property, paying executives/managers/supervisors to oversea the operation, why do that...when they can pay a manager 10 dollars an hour?

There is no real way to stop this, I have worked for 2 companies that have outsourced to india, I was also a liason for a company to communicate and discuss the outsourcing projects...sounds crazy, but I my job was secure since it couldnt be outsourced...

I've gone to india to see these conditions and locations, and I've seen the budget reports on staffing 30 reps at 12 hour days, 5 days a week.

Once again, I dont blame Vonage for doing that...they are company trying to make profit, the less money they spend on support, the better their service can be, and the more advertising they can do...but I would advise that they keep troubleshooting suport here in the states, and basic customer service out there.

This is just one guy being a complaining baby today because my router was defective and I have no idea what was said to me or what they understood from me.

I did get an email about an RMA, and an email that they are sending a new router....

Its truly insanity, and I havent really heard any friends complain about the customer service until I came onto these forums...which leads me to believe that the service is good enough that we as customers, can be independant, fix our own problems...and make our setups work...because Vonage has provided us with a stable medium to do so.

Anyway, i'm throwing this post out there to start a discussion on this outsourcing issue, it almost feels like we are getting taken for granted with this, but I guess if you want to have support in the states....You have to pay $70 a month for verizon...

all depends on how you spin your current situation, and the financial stats that go with what you choose.

Ok, enough rambling, lol.

Posts: 30 · Vonage Forum Junior Joined: Feb 25, 2006 Posts: 30

pos_user wrote:

Going overseas to india for support was one of the best things they could have done for their company, and one of the worst things they did for their customers...

The thing is, no one can say no to 24.99 or 14.99 a month, even if the support center is so horrible.

Yes, we complain, on this forum, and to their VERT team, to their executives, but does that matter? Not at all, because the amount of new signups they get vs. the complaints and cancellations they get are unparalled.

I would say they get about 1 out of every 100 customers cancel on their service, either because of problems or because of customer service...but that in no way will make them change their rules and regulations...

Hell, they are problably pay techs out there at 6 dollars an hour, which is great for india. 6 us dollars is like 20 dollars an hour to us. They are probably spending 10% of what they would spend in the states, plus the land/lease of property, paying executives/managers/supervisors to oversea the operation, why do that...when they can pay a manager 10 dollars an hour?

There is no real way to stop this, I have worked for 2 companies that have outsourced to india, I was also a liason for a company to communicate and discuss the outsourcing projects...sounds crazy, but I my job was secure since it couldnt be outsourced...

I've gone to india to see these conditions and locations, and I've seen the budget reports on staffing 30 reps at 12 hour days, 5 days a week.

Once again, I dont blame Vonage for doing that...they are company trying to make profit, the less money they spend on support, the better their service can be, and the more advertising they can do...but I would advise that they keep troubleshooting suport here in the states, and basic customer service out there.

This is just one guy being a complaining baby today because my router was defective and I have no idea what was said to me or what they understood from me.

I did get an email about an RMA, and an email that they are sending a new router....

Its truly insanity, and I havent really heard any friends complain about the customer service until I came onto these forums...which leads me to believe that the service is good enough that we as customers, can be independant, fix our own problems...and make our setups work...because Vonage has provided us with a stable medium to do so.

Anyway, i'm throwing this post out there to start a discussion on this outsourcing issue, it almost feels like we are getting taken for granted with this, but I guess if you want to have support in the states....You have to pay $70 a month for verizon...

all depends on how you spin your current situation, and the financial stats that go with what you choose.

Ok, enough rambling, lol.

Yup don't call india

"Try calling 732.528.2600 which is Vonage's office number. Press 2 and punch in CITRON. It should come up with a match for Jeff Citron (CEO). Leave a message explaining the situation. You might have to leave one or two messages, but someone from the office (not CS) should call you back."

Vonage is waiting to get enough sign ups that they can sell the service or merge with some MONSTER company who also gives poor service.