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Bruafekkay Posted:
agreed dingy
anybody, obviously
if the quarters is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
granit stelen beefy
On Dec 08, 2016 at 19:41:55

Bruafekkay Posted:
agreed drab
individual, large
if the hamlet is
not provided with
the requisite
...

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mauersteine 50x50 unsparing
On Dec 07, 2016 at 20:07:45

tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

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Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
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Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
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Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

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Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

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David3312
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PostPosted: Sat Jun 17, 2006 2:39 pm    Post subject: Customer Service Problems Reply with quote Back to top

Why is customer service so terrible?!?

I had a problem with my phone and spent half an hour troubleshooting with some guy in India. Then, he transfers me to some hold queue where they are supposed to send me a new phone. I wait in that queue for another half an hour.

I decide that it is not worth it. So, I call up the 800 number listed to cancel the service. They tell me, after waiting for 15 minutes, that that is the wrong number. That is the 800 number listed on the website!!!

Then, they transfer me to someone else who puts me on hold for 20 minutes. This time, they tell me to call back on a weekday.

So, I call back the 800 number again and tell them what happened. They transfer me again to a 866 number. Then, after another half hour they tell me to call during the weekday.

I can't believe that a new company would have such inept customer service. Do they even want customers???
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ram1220
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PostPosted: Sat Jun 17, 2006 2:44 pm    Post subject: Reply with quote Back to top

If you really want to cancel change your credit card number. Then make Vonage call you, and they will, and explain to them why you had to take such drastic measures.

Bob
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rgnok
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PostPosted: Sat Jun 17, 2006 4:04 pm    Post subject: Vonage is not new Reply with quote Back to top

The comment "...I can't believe that a new company..." is not accurate -- Vonage has been around for several years, with their first residential customers coming on around 4 years ago, in 2002. For a "tech" sort of company, that is far from new.

As for customer service, I've seen horror stories, and that certainly needs to improve; I don't know about the accuracy of the phone number listed, but Vonage's website does clearly say cancellations are Monday - Friday 8:30 AM to 9:00 PM EST.

With Vonage, as is true with any customer service situation, it seems to me that sometimes consumers get upset when they don't get the answer they want . . . in this case, a customer wanting to disconnect found out they couldn't do it when they wanted to -- now that puts them in a negative frame of mind to begin with, and now, at least to that customer, everything else about the experience seems that much worse.

I'm not saying the hold times and run around over the number to call are excusable, just that everything is not Vonage's fault (like calling for a service outside of the published hours for that particular service).

Just my two cents worth . . .
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booma
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PostPosted: Sun Jun 18, 2006 5:49 am    Post subject: Reply with quote Back to top

ram1220 wrote:
If you really want to cancel change your credit card number. Then make Vonage call you, and they will, and explain to them why you had to take such drastic measures.

Bob


Bob,

This is a solution, but not a good one. First of all like many I'm sure, Vonage is not the only company with whom I have this credit card on file for recurring charges. That means I need to contact all of them (or wait for them to contact me) to change to a new card. Second, even if I cancel my card, I still legally owe Vonage the money and it could - just saying could -- have a negative affect on my credit history.

Vonage needs to fix their customer service. Their service for phone service is good and fairly reliable -- not as good or reliable as traditional phone service, but it's a heck of a lot cheaper. The phrase, "you get what you pay for" comes to mind.

All that said, when and if subscribers (note that Vonage talks about subscribers and not customers -- to me a subtle, yet very distinct difference) have problems, having a robust customer service organization in place to handle the issue in a reasonable time is critical.

Vonage claims to be fixing these issues. It can't happen overnight, but we -- as "loyal subscribers" -- need to keep after them and make sure they make real and steady progress. The alternative is that we all loose and companies like Verizon will simply have another case for why local phone service must cost $40 and long distance rates have to be out of sight.

Just my $0.02 worth...

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Steve48
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PostPosted: Sun Jun 18, 2006 12:47 pm    Post subject: Reply with quote Back to top

booma wrote:
The alternative is that we all loose and companies like Verizon will simply have another case for why local phone service must cost $40 and long distance rates have to be out of sight.


I agree. I had to laugh when my cable provider (Brighthouse) offered their digital phone service for $40 a month. Recently they started a big ad campaign about how they're going to give their customers a big break- no long distance charges for the entire state! How lame. We need companies like Vonage, if only to keep them a little bit honest.

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ram1220
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PostPosted: Mon Jun 19, 2006 1:19 am    Post subject: Reply with quote Back to top

While I agree that competition is good for the consumer, I also feel the competition needs to be good. The service not only has to work but their customer service needs to be good as well. Otherwise it's not worth it to the consumer to try out the competition. My Vonage service works well for me except for a few minor problems from time to time. However Vonage's customer service is the pits. And unless Vonage does something about it I feel strongly that they don't need to be in business. You can bet the farm that if I cancel my service with Vonage I will definitely cancel my credit card before I call Vonage. I have already been over charged for a Vonage mistake and I will not let it happen again. I merely suggested the OP cancel the credit card because Vonage has already proven to me that drastic measures need to be taken when dealing with this company.

Bob
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frankmig
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PostPosted: Mon Jun 19, 2006 2:07 pm    Post subject: Reply with quote Back to top

I just want an RA# so I can return the router and get my $100 back. These guys are horrible.
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Steve48
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PostPosted: Mon Jun 19, 2006 7:01 pm    Post subject: Reply with quote Back to top

ram1220 wrote:
While I agree that competition is good for the consumer, I also feel the competition needs to be good. The service not only has to work but their customer service needs to be good as well. Otherwise it's not worth it to the consumer to try out the competition.


I don't disagree at all.

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David3312
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PostPosted: Thu Jun 22, 2006 1:04 pm    Post subject: Problem Resolved Reply with quote Back to top

Actually, I had my assistant make the cancellation call during work hours. They cancelled and refunded the money they charged me (side note, they originally charged we $29.99 even though I had one month free). If I had that level of customer service when I called for help, I would still be a loyal customer. It's a shame that they didn't. Anyway, I signed up for Packet8. So far, so good, but I haven't needed to call up technical support yet...
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VonageTPA
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PostPosted: Thu Jun 22, 2006 5:05 pm    Post subject: Reply with quote Back to top

Vonage's customer (dis)service is their biggest downside and I'm not sure they're getting the hint about it. Customer service is the ONLY human interaction most customers will ever have with Vonage, so it needs to be a very positive experience. Most of us probably purchased either via retail or online, so still no human interaction until the first problem/question. This is something Vonage really should consider improving, as we've seen here, it can turn people off to the service. I think Vonage (the product) is very good, but their customer service really needs help. It's not necessarily the people working cust. service either, as much as the way it is structured and the lack of training/materials they are given. I shouldn't know more about the Vonage adapters than their Level 3 techs do.

In general, it seems customer service ia something from a by-gone era, even when dealing with brick & mortar places. I've heard many horror stories (even witnessed a few myself) in dealing with luxury car dealers' service centres. A relative had a new Mercedes E-series... Only about 6 months old, and had the all-eletronic brakes totally fail, as in foot-to-the floor, nothing happening. He fortunately was only a few blocks from the dealership where it was purchased and safely got there by driving slow & using the emergency brake. The dealership informed him that he'd have to find his own transportation home, as he didn't schedule his service appointment and they didn't have any loaner cars available. To quote him, "I didn't know I was supposed to schedule my brake failure." Needless to say, their next car WAS NOT a Mercedes.

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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