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xnewuser
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Mon May 22, 2006 9:25 am    Post subject: Poor Vonage Customer Service in the News, Big-Time Reply with quote Back to top

The Wall Street Journal article from May 18 (Page B1):

http://online.wsj.com/public/article/SB114790969362856031-xJnq_WIvkNU2Bcz8Rk96q8aJJyk_20070517.html

has been picked up by other newspapers. I saw it this morning in the Denver Post.

The pressure is really on for Vonage to improve service and customer support. I hope they are successful. I know users that have never had to call technical support, so this is a GREAT service when it works.
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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Mon May 22, 2006 9:43 am    Post subject: Reply with quote Back to top

Typical half informed news article. The best piece of information I got from this was this:

Quote:
"Our growth has caused some unforeseen customer service issues which we are working hard to fix," said Vonage spokeswoman Brooke Schulz. "Vonage's customers are our most valuable asset, and if they are not happy, we won't rest until they are."


Let's find out her email address and phone number and get her to work hard at fixing some of the problems posted here such as lost incoming calls, missing voice inbound/outbound, and messed up caller ID data.

I found the last line of the article funny:

Quote:
Verizon Communications Inc. spokesman Eric Rabe says it usually takes Verizon about a week to transfer a number in either direction. "We have a major effort under way to get customers back," he points out.


I left Verizon by way of a Letter of Authorization transfer and never heard a peep from them. I was expecting at least a phone call from them offering some incentive to stay, but nothing...maybe they didn't have my number...or maybe they tried to call, but couldn't get through...

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taylor2767
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: May 05, 2005
Posts: 400

PostPosted: Mon May 22, 2006 10:00 am    Post subject: Reply with quote Back to top

I'd say the article is right on target. If customers are your number one priority then way do you treat existing customers as though they are last on your list.
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JimBob
Vonage Forum Junior
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Joined: Feb 27, 2006
Posts: 33
Location: MidWest

PostPosted: Mon May 22, 2006 10:31 am    Post subject: Customer Service Issues Reply with quote Back to top

For the past 8-months Vonage customer's have been on their own, so-to-speak, to resolve the many service issues. The only exception to this situation has been the knowledgable people on this forum doing the best they can to help.

Now when Vonage is attempting to raise capitol by pushing the IPO on their own customers, Vonage says they are sorry. In my humble opinion, it is too little too late and that they will most likely go back to their old management style once they have the money.

Investors should be very careful about this IPO and definately seek professional un-biased advice before jumping in if they can't afford to loose their investment.

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booma
Vonage Forum Master
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Mon May 22, 2006 12:06 pm    Post subject: Reply with quote Back to top

taylor2767 wrote:
I'd say the article is right on target. If customers are your number one priority then way do you treat existing customers as though they are last on your list.


Because of what the article says... they are loosing more than they have in the past and they want to fix this, but their primary focus is building their customer base, and subscriptions far outweigh their losses.

I think their goal was to get to 1 million customers by IPO time. They claim to be at 1.6 Million, so they are happy. They want it to grow, and they want to fix their customer service problem, but as long as they are signing people up at a rate fast enough to make the people leaving simply noise, they will put more emphasis on selling to new, rather than keeping existing customers. This will work for the short term, but will eventually bite them.

My guess is that they are looking to infuse the business with cash from the IPO. With this cash they will build up their network infrastructure -- which will reduce the number of complaints -- and fix their customer service issue while trying to sell the whole thing to some huge company like AT&T.

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