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Bruafekkay Posted:
agreed dingy
anybody, obviously
if the quarters is
not provided with
the requisite
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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:
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Topic:
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On Dec 05, 2016 at 06:35:11

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

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On Nov 10, 2016 at 12:23:26

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

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TELLDOUG Posted:
I am looking for a
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
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and open the
browser
...

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Topic:
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On Oct 20, 2016 at 05:05:49

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

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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:
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On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
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their
configuration
guides,
...

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birdman
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Joined: Jul 22, 2006
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PostPosted: Sat Jul 22, 2006 2:03 am    Post subject: Problems with Vonage Technical Support- Reply with quote Back to top

Hi,

Below is a communication that I sent to Vonage Tech Support, Sales and Customer service.

Signed - Not a happy customer!
______________________________________________________________I must tell you that your technical support department is very unprofessional. I have been without service for over 1 week. I have been on the phone with two of your agents this evening for over 45 min's each time. The first agent took me through all of the steps in troubleshooting my linksys WRTP54G system. Then, after spending over 40 min on the phone, he determined that the linksys is defective and he verified that I have a warranty on the system and transfers me to the department that can send me a replacement unit.

In the middle of the transfer, the line goes dead.

I then call back and the woman will not acknowledge that I have called before. She makes me go completely through the troubleshooting portion of the linksys and cable modem and computer once again. I informed her many times during this process that I have gone through the web site troubleshooting and that I have already spoken to a Vonage tech support only a short time ago. The result was that the linksys has a problem and that it is still under warranty. She continues with the troubleshooting for an additional 40+ minutes before telling me that the problem is with the linksys and that I have a warranty. Wow, there is an eye opener for you.

She asks if it is OK to transfer me to the department that can send me a replacement unit. -STOP- I ask her to give me a number BEFORE SHE TRANSFERS ME! She informs me that I cannot call them back without using the 866 number and asks again if she can transfer me. With no options, I tell her OK.

I am on hold for an additional 5+ minutes before the line goes dead again.

Now, over a week later and spending over 2 hours on the phone tonight, I am no further to fixing this problem than I was before.

I expect better of your company and this sort of issue with Customer Service is exactly why I dropped service with Qwest.

Please call me right away to resolve this issue.

Thank you,


Update: I sent this letter to each of the contacts in listed on the web.

I then called back the 1866 number.

I let the lady who answered the phone know how upset I was and why and how long I had been on the phone tonight. She told me that she understood the situation and transferred me to the ‘department that could assist me with a warranty exchange’. I appreciated her quickness to resolve the situation, but was still placed on hold for over 25 minutes.

A guy answered and I let him know how long I had been on the phone and that I was upset and why.

He started into the troubleshooting steps again. I told him that I am not going through this again. He asked if they had already tired some of these things and I told him YES. He then asked me if I had another phone to try. I told him that this has been done several times tonight with two Vonage tech’s already tonight and that I had been on the phone for going on three hours and that if he was going to force me to go through this again I wanted my account(s) canceled.

A pause before he told me that he would send out a replacement to my billing address and that instruction for returning the old unit would be sent to my e-mail address. Oh, and since I was such a valued customer, that he would not charge me the deposit on the new Linksys unless I failed to return the old one within a few days of receiving the new one. I asked him to verify the e-mail address and he told me that it was going to the g-mail account and Click no more speaking with him. The time is now 12:27AM on July 22, 2006 and I am not a very happy customer. I will be sure to inform my friends and family that have been considering Vonage how easy and simple it is to deal with the nice customer service group at this company.
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Steve48
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Posts: 4777

PostPosted: Sat Jul 22, 2006 3:54 pm    Post subject: Reply with quote Back to top

At this point I'm guessing we're assuming that the replacement unit still isn't being sent. On that assumption, try calling the executive response team and giving them this story. Try talking to Denise Kinder, 888 580 4020 X31606 .

_________________
Steve Gray
Orlando, FL
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dheiy
Vonage Forum Master
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Joined: May 23, 2006
Posts: 253

PostPosted: Sun Jul 23, 2006 3:07 pm    Post subject: Reply with quote Back to top

yeah right or either call the account management department
1-888-2887435 and ask for assistance so that they can review
what's happening and the status of your request Wink
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ProGeek
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 06, 2006
Posts: 21
Location: The Windy City

PostPosted: Sun Jul 23, 2006 4:47 pm    Post subject: Executive Response Team Reply with quote Back to top

Steve48 wrote:
At this point I'm guessing we're assuming that the replacement unit still isn't being sent. On that assumption, try calling the executive response team and giving them this story. Try talking to Denise Kinder, 888 580 4020 X31606 .


Quote:
yeah right or either call the account management department 1-888-2887435 and ask for assistance so that they can review what's happening and the status of your request


My experience with the Vonage Executive Response Team has been a positive one on several occasions where there were un-resolved issues prior to calling them. In every situation, the issue brought to their attention was resolved professionally and promptly. The Vonage Executive Response Team is a real breath of fresh air compared to all the other tiers of support.

_________________
Config=Comcast HSD2 ~ Motorola SB5100 ~ LinkSys WRTP54G

Average speeds = 24 Mbps down and 720 Kbps up

QOS = 80~98%

I hope that this helps,
Steve
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Tony2864
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Joined: Jul 23, 2006
Posts: 1

PostPosted: Sun Jul 23, 2006 5:18 pm    Post subject: Same Issues Reply with quote Back to top

I had many of the same issues as you with a failed device. I spent weeks waiting for a new box....then they finally told me if I bought it in a retail store I had to return it there!!!
I went to Circuit City and returned it after 4-5 months of using it and got a new one.
Called Vonage and after 3 hours got it set up and had them cancel sending me a new box.
4 weeks later what happens....they send me a new box and charge my credit card for over $70. They will not pay to ship it back. I dispute with my credit card company with no luck in the end.
I switched to Sun rocket. Much better customer service. I still have the Vonage number as I have it forwarded to my new number. Apparently Vonage can take up to 45 days to allow movement of a number!!! I did my cell in 1 day. I cannot wait to cancel.

My advice to everyone is do not use this company!!! They have the worst service I have ever seen.
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