Outage?

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

joe_izuzu wrote:

Wow.. are you guys reading your own posts? I work in a tech support center and the Vonage network goes down so I have all of these reps taking calls from you guys like you who think they are the only ones having issues.

People, if there is a network issue... all the phone calls you are making only serve to delay the time it is going to take to get the service restored. Trust me.. they know about the problem, and YOU are not it. So instead of wasting time with some poor guy who is trying to help people and feed his family... wait until the outage is over and call about your credit.

You business men who think the grass is greener with another carrier.. well, been there too and have lots of service interuptions there too.

It's not too good to come on here during an outage (or any other time) and try to downplay the impact on other's lives. We know you're a Vonage person, but this forum is a INDEPENDANT one, last time I checked. This is where people that can't get through to support come and gripe, and clear their buffers of dismay. Let them. Don't give me that crap of the "poor guy" either. Vonage is a service provider and thus has to deal with customer calls. The expectation is that they will try to help every customer they can, whenever they need to. Maybe if they can't, they should call it quits.
Sorry if this is a little scathing toward you, but your other posts seem to point toward the "you're just one customer" frame of mind, and that's wrong.

Posts: 17

joe_izuzu wrote:

Wow.. are you guys reading your own posts? I work in a tech support center and the Vonage network goes down so I have all of these reps taking calls from you guys like you who think they are the only ones having issues.

People, if there is a network issue... all the phone calls you are making only serve to delay the time it is going to take to get the service restored. Trust me.. they know about the problem, and YOU are not it. So instead of wasting time with some poor guy who is trying to help people and feed his family... wait until the outage is over and call about your credit.

You business men who think the grass is greener with another carrier.. well, been there too and have lots of service interuptions there too.

I actually MANAGE an enterprise class technical support call center. And yes, it is GOOD for the customer to call in because there might be one piece of information that someone gives a TSR that actually might be a break through in resolving the issue.

Secondly, customers calling in are NOT slowing down the process. The average TSR has absolutely NOTHING to do with resolving the network issues. Their job is exactly that, sit there and empathize with the customer, try to resolve their issue and if not assure the customer it is being worked on. I am not sure what you are getting at here, but I called AFTER the problem was supposedly fixed because I was still having ghost call issues and 'supposedly' tech support knew nothing about those problems.

As far as the grass being greener, this is the first major problem I have had with Vonage but I would have liked to have seen a better response on this.

Oh and my ghost calls ceased at about 05:00 AM EDT today.