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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
...

In The Forum:
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Topic:
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:
Vonage Canada
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:
Vonage
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
...

In The Forum:
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:
Vonage
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,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
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Topic:
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On Jul 17, 2016 at 23:42:46


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jeffhu
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Joined: Nov 02, 2006
Posts: 3

PostPosted: Fri Nov 03, 2006 12:16 pm    Post subject: A story about vonage Reply with quote Back to top

Phone for a project at work using a v-phone and dealing with Vonage as a company

------

Get new V-phone works for a couple of weeks

V-Phone goes bad

Tech determine needed to ship me a new one

after week I didn't get it

Call back in.

This tech said there was no order placed and the last guy would have not been able to send it anyway(Which means somebody lied)

So now it's 2 weeks later. I get the new one

I get the new one (and ship the old one back in the orginal box it came in do the mac's matched)

works for a couple of days then it stops working

Get Message on bottom of screen

Unscribed
Double Click here to subscribe.
hmmmmmmmmmmmmmmmmmmmmmm

So I call into support again

Now let me take a moment to explain some left out details

---
1. Long hold times.

2. If I repeat my address again for security purposes I going to scream very loudly

3. Just love that indian support nothing better than an outsourced tech department

either way 1 + 2 + 3 = Something that I would call pretty ######
----

Anyway back to the story

So the support person put a supervisor on the phone
she say after looking at the account. She is sorry for all the trouble(Ever noticed they always say they are sorry

She says, she is going to send it the engineering department gives me a 30 dollar credit and this will be resolved within 2 hours

Ok, next day

Phone still doesn't work

Call back in front line indian support > Us support > supervisor
(Time so far 45 minutes) So I hang up and repeat it again

This time get to supervisor (Only 30 minutes on hold this time WOW)

Guys Looks up info and basically conf goes like this.

It could take up to 24 hours to get it working (Kinda bite the sentence in half like he read something on the screen)

Ok It's been 24 hours (even thought last person said 2)
So now What "Well your ticket is in the engineering queue that is all I can do"

What the problem is you sent back the wrong one. Really

uh sir I disagree I sent you back the broken first one.
See I got the new one in and it worked for a couple of days

Either way after about 5 minutes in a no-win argument.

Bascially the support guy is telling me I'm lying (but in a nice way)

I did leave out the fact I'm an IT Director for a company.
Not a rocket Scientist but I can tell the difference between a bad piece of equipment and a good one without getting mixed up.

So either way it was left with "You'll just have to wait until we get it fixed"
So deal with it (Which I am)



Next Day 11/3

I remember telling the guy on the phone if it is not working by 5 I will be posting this message and closing the account the next day So at 4:53 I get this message

---
Dear Mr. Smith,
Your V-phone with the MAC address of XXXXXXXXXXXXX, has been added back to your account. If you have any other questions, please reply to this email.

Thank You,
Tina
Technical Support
---

I emailed back about 5:00 to the account
Still not working

As of this morning I still have not received a call nor a response email

So I am cancelling.

Pretty Sad though the thing that has worked like a charm this whole time
Skype and that how I going to call and cancelled the account

Ok changed my mine I called in to tech support instead of the cancellation department.

(I had to at this point it is getting hilarious. I won't to see if they can actually get it working)

Called in gave them my account number,
and yes for security purposed my address gotta love it

They redirected me to an supervisor directly and I didn't even have to ask
so I guess I've been labeled now.

Sitting on hold start 11:10 > 11.28 > Still on hold

While on hold I just checked to see if the phone work
And wow it is working now.
hmmmm like maybe somebody went (Oh ****) while i'm in the queue

However I going to stay on hold I want to see how long it takes for them to come back on the phone. Doesn't matter to me. I'll just sit here and do some work.
Not like I'm paying for anything anyway i'm on skype.

Still note have still not got a response back from the email last night.


Time is 11:41 and the call hung up ,probably due to local wireless connection going down You know things happen

Now here comes the bad part of the story which I can't type about out anymore

About the same thing happened with my home account about 4-6 months ago.
expect it probably was most time on the phone and hold and little stupid bs.
Expect I still have it until I can switch it over to something else

I'll type it out if anybody cares to hear.

Does the phone work = good(when they don't have it turned off)

Vonage support = sad, very very sad
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che
Vonage Forum Master
Vonage Forum Master


Joined: Oct 15, 2006
Posts: 226

PostPosted: Fri Nov 03, 2006 2:05 pm    Post subject: ok Reply with quote Back to top

patience is indeed a virtue.
is there anyway i could help you? or you already made up your mind re: Vonage service?
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Fri Nov 03, 2006 5:19 pm    Post subject: Reply with quote Back to top

"patience is indeed a virtue."

Corporate accountability is a virtue as well.

_________________
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jeffhu
New Forum Member
New Forum Member


Joined: Nov 02, 2006
Posts: 3

PostPosted: Sat Nov 04, 2006 6:53 pm    Post subject: Just to add another little quick note about this Reply with quote Back to top

Below is a message I just replied too
Of course I had to leave out their message becuase they had one of those nice little disclaimers at the bottom of it. But from my response I think you can get the idea.

-----------
Excuse me dear sir,

This was not a case of poor quality that i feel i have recieved it was a horrible excuse of customer service PERIOD.

You should note I didn't receive your first email concerning this matter until yesterday. 3 days until after i had starting calling about this matter.. The first one yesterday as appearing that I had just opened a ticket or something. I would hope that would not be considered a quick turn around time.

Here you can view this whole adventure on line
http://www.vonage-forum.com/ftopic17165.html

My sure I will be placing this on dslreports soon

I would let this go if it wasn't the second time I have dealt with your company that was close to the same screwed up situation.
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Bob_W
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New Forum Member


Joined: Nov 06, 2006
Posts: 6

PostPosted: Mon Nov 06, 2006 8:47 pm    Post subject: Reply with quote Back to top

I have dealt with Vonage Customer Service on three occasions and all three times the problem was addressed quickly and handled courteously. It helps to ensure that 1. The person on the other end of the line understands your problem. 2. You need to know when to ask for an escalation. 3. Be prepared to articulate what you see as the next logical step and get their agreement.

As an IT professional with a ton of call center experience, I can tell you that the Vonage Chennai, India call center seems to be well managed and staffed. My company has a major call center in the same city and quite honestly, the Vonage staff does a better job than ours. The account verification process is extremely impotant if you stop to think about it. Each time a call is handed off, the account needs to be verified. This is done for your protection as well as mine. Can you imagine some flustered tech making changes to somebody else's account because he or she made a mistake in entering your phone number?

The whole deal is that you need to work with the tech and know when they don't get it and politely ask for the next support tier. Bottom line, as a professional, remember what it's like to be on the other end of line.
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che
Vonage Forum Master
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Joined: Oct 15, 2006
Posts: 226

PostPosted: Mon Nov 06, 2006 9:02 pm    Post subject: yep Reply with quote Back to top

couldn't agree more.

_________________
do not judge a book by its cover...only the plastic savvy eh?
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jeffhu
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Joined: Nov 02, 2006
Posts: 3

PostPosted: Tue Nov 07, 2006 10:02 am    Post subject: Hey Bob Reply with quote Back to top

Bob, I'm glad you have had such great experiences with Vonage. and I really like the guidelines and suggestions very funny.

But I do have to question.... (Do you maybe work for Vonage)

However I simply have noted my experience with Vonage, and i'm sure many others have had an experience such as this also. I'm just probably this first A##hole to actually take the time to actually write something up about it. Maybe help the next poor slug that comes along.
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Nidae213
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Joined: Oct 10, 2006
Posts: 59
Location: Viginia Beach, VA

PostPosted: Tue Nov 07, 2006 2:50 pm    Post subject: Reply with quote Back to top

Heh, well, we are but humans.

I know if you wandered about my call center for a day, you would see why some people really don't know what they are doing. The out sourced centers do a great job with what they do. My fellow American workers are disgruntled in my call center. We've been hiring for 6 months and no one has applied for the job. We have 41 agents now trying to do the job and workload of the 120 agents that started out here. So It blows doing 3 times the work.

What happened here usually isn't the norm. Most people I talk to are glad that I'm honest, have outside experience instead of having the Vonage bias on everything, and a sense of humor. Most people on the phone don't bother making a joke or trying to make someone smile, but I feel that is something that you only get with a handful of tech/reps. You can't train someone to have a sense of humor. I'm really sorry you had such a miserable time and I hope that if you have to call again, that it doesn't happen again.
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