Where's The Outage Explanation/Apology?

Posts: 13 · Vonage Forum Associate Joined: Jan 06, 2004 Posts: 13

<rant>
I've generally found that when a responsible ecommerce site goes down, there is a message from an executive explaining the nature of the problem and apologizing. I haven't found any of that on the Vonage site relating to yesterday's outage. Now I can understand that they'd not want to put it on the front page of the site -- bad for marketing -- but you'd at least think that they'd put a message in the "service announcements" section of the dashboard after you log in.

Bad customer relations, I'd say.
</rant>

Posts: 38 · Posted: Fri Jun 11, 2004 3:56 pm Post subject:

They did, yesterday.

Posts: 21 · Vonage Forum Associate Joined: Apr 26, 2004 Posts: 21

Yes, but I could not log in yesterday, last night and still can't log in.................. Evil or Very Mad

Posts: 13 · Vonage Forum Associate Joined: Jan 06, 2004 Posts: 13

TechguyGA wrote:

They did, yesterday.

What did they say? It wasn't on my dashboard today (Friday).

Posts: 38 · Posted: Fri Jun 11, 2004 4:59 pm Post subject:

Something to the effect that sorry, but some usere are having trouble, we're working on it, if you don't have dial tone, reboot your ATA.

I never went down or had problems logging in today or yesterday.

Posts: 18 · Posted: Mon Jun 14, 2004 12:11 pm Post subject:

Moto wrote:

Do you have the same expectations when:

USAir cancels a flight or your flight is late?
When Wal mart is out of stock on Sams Choice Salsa?
When the car dealer promised your car at 5:00 p.m. and its not ready?

Things happen. Yes, its a PITA but that's life. Get a grip and deal with it.

You are allowing bad service in other indusrties to take over your expectations here.
The current expectation for phone service is to pick up the phone and dial, always and any time.
Vonage and probably the IP Voice industry in general has a problem with providing this.
When I first got Vonage one of the problems with my service was that the server that I was assigned to went down. They had no system in place for rerouting calls to/from that server. It seems that redundancy is still a problem for them.

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

I hate to tell you, but there is rarely a "Vonage dropped the ball" thread that isn't dismissed by the Vonage Defender league.

They usually refer to how other industries do the same thing and that somehow it is probably your fault. Unfortunately there is little room in this forum for anyone who doesn't love Vonage.

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

lol...see? All you have to do is mention Vonage has shortcomings and they freak out. By the way this is a discussion board

"an exchange of views on some topic; "we had a good discussion"; "we had a word or two about it"

I'm sure a "Vonage ****" forum already exists so I won't bother creating yet another.

Posts: 188 · Vonage Forum Master Joined: Mar 07, 2004 Posts: 188

My POTS phone went down today. I went to their website then realized that I had DSL and could not go to their website. Then I went to call them and realized that my POTS was down. So then I used my cell phone to call them and they said that they were working on the line. I guess that I will just have to go to my POTS user forum and cry about it. Too bad there is not a user forum for my POTS. Guess I am just going to have to deal with it. So what is the diff between dealing with Vonage Outage or POTS Outage? Vonage only costs $30 a month Very Happy

Posts: 13 · Vonage Forum Associate Joined: May 03, 2004 Posts: 13

[quote="Moto"]

jcarroll01 wrote:

Yes. That is why this is a Vonage forum. Constructive criticism is good, whining and crying isn't. Its a waste of time and forum space. If you want to bash Vonage, then go start your own "Vonage ****" forum where you and only you make the rules.

I have a dedicated server with virtually unlimited bandwidth, which I'm sure will be required. If someone wants to register something like vonage-****.com, I'll contribute the server space and message board software. PM me. Smile