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NateHoy
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Posts: 2257
Location: New England

PostPosted: Thu Mar 16, 2006 4:33 pm    Post subject: Reply with quote Back to top

VonageTPA wrote:
What's wrong with a few cheerleaders?


Ummm.. Errr... What were you saying? Oh. Nothing, nothing at all wrong with that. Cheerleaders, of the regular variety, are fine.

I was referring to "the" cheerleaders. The Image That Shall Not Appear Again. If you don't know what I'm talking about, then thank your lucky stars. Wink

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
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dconnor
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PostPosted: Thu Mar 16, 2006 4:49 pm    Post subject: Reply with quote Back to top

I think you are referring to this, and so not to give you all any bad visual dreams tonight, I will only post the link:

NOTE: CLICK AT YOUR OWN RISK: http://www.vonage-forum.com/images/img004.jpg

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navydavy2001
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Joined: May 26, 2005
Posts: 1125
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PostPosted: Thu Mar 16, 2006 5:46 pm    Post subject: Reply with quote Back to top

Ya know, it's like a really bad and messy accident. You want to look away, but something makes you keep looking. Very Happy

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VonageTPA
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PostPosted: Thu Mar 16, 2006 6:24 pm    Post subject: Reply with quote Back to top

geesh...haven't you guys ever heard of Photoshop?

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NateHoy
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PostPosted: Thu Mar 16, 2006 7:32 pm    Post subject: Reply with quote Back to top

VonageTPA wrote:
geesh...haven't you guys ever heard of Photoshop?


Sure, but who needs that when you have the GIMP? Wink

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navydavy2001
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PostPosted: Thu Mar 16, 2006 11:21 pm    Post subject: Reply with quote Back to top

Yeah, I hear you guys. I certainly am annoyed that we spend lots of time here to help, and it seems that Vonage doesn't even listen to, or care, about what goes on at the #1 independant support site for their product. It really irks me that Dan runs this place, and does it well, and a few dedicated individuals help out, and what do we get for it? Squat, other than the satisfaction of getting someone a dial-tone. Vonage, if you're out there, you'd best have people reading these forums, because to NOT monitor them will be your undoing. I'm a Vonage user and a fan, but listen to the people, or else the future will not be so bright.

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VonageTPA
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PostPosted: Fri Mar 17, 2006 2:23 am    Post subject: Reply with quote Back to top

I don't necessarily mind that they're not bothering with this site...as much as I see the same problems/mistakes being made by Vonage repeatedly. They have to know that people are frustrated with their tech support, Dashboard being down, and faulty hardware... THESE are the things Vonage really needs to focus on. At the very least, get the customer service part right. Fortunately, they DO have a good product, so this is much less of an issue than it could be, BUT, with a service such as this, the customer only has 1-2 contacts with a human at Vonage, so those better be damn good experiences.

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dconnor
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PostPosted: Fri Mar 17, 2006 3:07 am    Post subject: Reply with quote Back to top

VonageTPA wrote:
I don't necessarily mind that they're not bothering with this site...


The fact is that this site is read, very much so; by all depts and all levels of staff.

It is the official policy for employees to not engage in any public forums, but we all know that rule is bent.

I do not speak for Vonage Corp, but I do believe that I have always been straight up with everyone here and I will firmly state that I believe that Vonage truly wants to be the best at everything that they do, from basic telephony to enhanced services to customer service.

They hire the best of the best; just look at this whole E911 team for example; top notch DC guys that are getting the job done in record time, what took the cell industry 10 years to do.

The marketing group? Hands down the best in the world. You will think of Vonage until the day you die when you hear the tune: "Woo Hoo", or see any "people do stupid things" videos, Thanks Dean. Smile

And the product itself, $15 a month for a feature package that the LEC's charge 5 times for (I always love the posts from newbies that have never heard a voicemail shutter tone before, because they could never afford it or it was never even an option.)

And BTW, outsourced CS is not in India, it is in the Philippines.

Ok, I am done. Smile

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videotape
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Joined: Sep 22, 2005
Posts: 10

PostPosted: Fri Mar 17, 2006 5:47 am    Post subject: Reply with quote Back to top

Hello,

I do indeed hope that Vonage monitors this forum.

My last attempt at Vonage CS was typical:

Called to check on status of my ticket originally opened in January. On hold for 25 minutes. Call routed to India. Rep in India insists on making me re-answer a list of questions, puts me on hold twice, and eventually attempts to transfers me. I am transferred to a busy signal. Called back and waited on hold for another 25 minutes. Again routed to India. Rep again puts me through the scripted questions, puts me on hold a couple of times and finally transfers me. I am transferred to a dead line. Called back and insisted that the rep not hang up until I am successfully connected. After over 90 minutes, I finally am transferred to someone who can help me. The rep spends a quality 45 minutes addressing my Vonage problem. At the end of the session, I inform the tech that it took 1 hour and 30 minutes and 3 calls just to get to his dept. I told him that this was not the first time, and that I had to assume that Vonage did not see the CS difficulties as an issue. I then said that from now on, if Vonage expected me to take this kind of abuse in addition to the money I pay every month, I would rightfully expect a full or partial refund of my service fee. The tech agreed that if everyone demanded money back in exchange for their time and frustration, Vonage might take notice. I demanded and got half my monthly fee credited. So there it is: If you have to sit through Vonage CS hold times, dead end transfers, rude reps, ignored service tickets, and worthless promises; DEMAND MONEY BACK!! By the way, the tech came up with a possible solution that I had never thought of before and said that he would email me so that I could let him know if my Vonage problem was fixed. Sounds great, right? Two weeks later and no email. Sighhh....

Thanks
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hookbill
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Joined: Jan 12, 2006
Posts: 168
Location: Northeast Ohio

PostPosted: Fri Mar 17, 2006 7:35 am    Post subject: Reply with quote Back to top

VonageTPA wrote:
They have to know that people are frustrated with their tech support, Dashboard being down, and faulty hardware... THESE are the things Vonage really needs to focus on.


Different strokes for different folks, I guess. While the Dashboard is nice, I don't get most of the info I want from that. I go more to the billing section.

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