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Posts: 3 · New Forum Member Joined: Jul 24, 2006 Posts: 3

My router has been tested and is defined as dead. Tech support does not seem to read the forums.
What is the process to skip tech support and have Vonage swap this router?

Ed Schulz
Dell Enterprise System Instructor.
Dell | RR3

Posts: 3198 · Posted: Mon Jul 24, 2006 6:01 pm Post subject:

yeah that definitely means it's dead. I don't know why you think sales or billing is going to be saying "ok yeah let me send you a new one" though. that's what tech support is for...
if you're having trouble, try this number:
888-250-1799

Posts: 3 · New Forum Member Joined: Jul 24, 2006 Posts: 3

Quote: "I don't know why you think sales or billing is going to be saying "ok yeah let me send you a new one" though.".

Let me clarify my statement.:

What is the process to have my verified dead router replaced? I have done the troubleshooting process and I would like to bypass level 1 tech support. I feel that the troubleshooting steps from level 1 would be a repeat of the document that was sent to me via email.

I would like to see some kind of networking test in the areas of Voip, WAN, LAN and OS systems. If you pass the test you skip level 1 support.

Sorry to be a bother but 4 days with no phone is getting old.

Ed Very Happy

Posts: 282 · Posted: Tue Jul 25, 2006 4:20 pm Post subject:

You're unlikely to be successful with getting it replaced by Vonage with out going through their CS gauntlet. They make you work hard before letting go with anything that will cost them.

Not saying I approve or like their entire CS strategy, but you are probably just going to need to make the call and plan on being on hold and given a general run-around. It is their speciality!

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

I'd recommend using the number that Reebok posted. That has gotten quick tech support for me the one time that I used it. Purportedly it goes directly through customer service to tier 2.

Posts: 3 · New Forum Member Joined: Jul 24, 2006 Posts: 3

I have replace the equipment. I will be back online soon.

Thank you everyone for the support. Keeping cost of service low is a task for all of us. If you have to offshore your services to keep cost low. Then you have to offshore.

Ed