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voiplvr
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PostPosted: Mon May 01, 2006 6:47 pm    Post subject: Rude rep. in the credit department Reply with quote Back to top

On Oct 2005, my Vonage modem (old motorola version) started developing problems and i contacted support and they said they'll ship the new linksys router and bill me for it.They also told that the amount will be credited back to my credit card once i return the old modem.This I did and the UPS tracking showed that they have been delivered.But my account wasn't credited.

When i called up customer service,it went to India and the agent there was respectful and helpful and connected me to credit department (somehwere in NJ is my guess,definitely the agent's voice sounded american).This lady just kept on talking regular rules and that the system doesn't show that i had returned my old modem and wasn't even listening to what I was saying.I had to raise my voice and literally shout to get her attention and explain what really happened.Then she finally confirmed on her own by getting the tracking number from me and manually credited my account.In between while I was talking she put me on hold,then i was thanking her for taking care of the problem,she kept on talking on the other end.Finally I decided enough is enough and asked to speak to her supervisor.She said "supervisor's not avaialble".I then asked "Then who's in charge?"...she replied "he's speaking on the other line"...i said "i'll hold"..she said "can't do that"..i said "ok..give me the supervisor's number i'll call back"...she said "no extensions/number available"...i said "i want to speak to the supevisor"..she disconnected me.....

Then i called the toll free number again,went through the menu and selected billing problems and got connected to another agent who introduced himself as supervisor.I explained the entire episode and the rude behavior.He apologised for it.I asked him for the CEO/Owner's name and address to mail a complaint and i got it.Unfortunately no email id.

This is the first time that i've experienced such rude behavior from Vonage customer service.Their tech support agents in India/Phillipines were very respectful/helpful in the past.This lady (most likely in NJ) was rude and unrespectful to say the least.

I want to report this rude act to the proper authorities in Vonage.Does anybody know of any phone number/email id/ etc that I can use to report this.Is there any agency or such thing that i can report this to?

Thank you in advance for your help
Regards
RK

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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Mon May 01, 2006 7:42 pm    Post subject: Interesting.... Reply with quote Back to top

I just have to ask....
You mentioned that the rep was in India or the Philipines...what made you choose the latter of all places?
Trowski

EDIT-My apologies, it has been such a long time since I have had to call tech support I did not know they moved support to the Philipines...my bad. Embarassed

After reading this entire post, I have to call shenanigans on this....So you decide to post today about an issue in October?

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