BAD customer service

Posts: 102 · Posted: Thu Apr 26, 2007 10:34 am Post subject:

Vonage customer service has improved a lot compared to previous years. With regards to wrong information, its more from sales department that of course leads to furious customers. With incorrect details, well there are some agents who sound uncertain when they give us info. Its like they don't know what they're talking about..maybe they get nervous given the number of very unsatisfied customers or as human they themselves get furious. I guess it's normal that nasty conversations are encountered everyday but then again thats the nature of the job and Vonage needs tough or tougher agents to handle mad customers.

Posts: 172 · Vonage Forum Master Joined: Apr 19, 2006 Posts: 172

Sales eh? Could it be because they are just earning commission not a basic pay then?

It's understandable what sales do but I just hope they understand as well the situation of incorrect info they share with the customer...The outcome wouldn't affect them much or probably at all but to the customers it will...and directly.

If any sales rep is present here, please have a heart and give the correct informations to people who would call to inquire about the service so they would sign up happy and not regretting transferring their phone service to Vonage.

______________________________________________
*Beauty & Brain? Who said a girl can't have it both?**c".?

Posts: 1 · New Forum Member Joined: May 01, 2007 Posts: 1

Well, I think that specially the new customer services representatives, everybody on tech support and ccare is looking for customer satisfaction because they know how it feels, Im sure they went through a horrible customer service experience, such as being hung up, transfered, being on hold for long minutes, and so on.

The fact is that some of the customers dont have a clue, because "customer is always right", but what if they are not?
It's hard to hear that you've lost money, but companies are looking for money, that's the reason to be of the terms and conditions. Razz

Posts: 2 · New Forum Member Joined: May 25, 2007 Posts: 2

to usa_chris:

what kind of plan do you have with Vonage?

and before you do sign up for anything make sure you really know about the company & how it works. if you have any hesitations, DON NOT SIGN UP! make sure you understand the service, make sure you understand the ups and downs of the service, make sure also you can accept the downside of the service. all technologies have a downside, guys, cause its not perfect, nothing is perfect. you just have to make sure that the advantages would compensate the downside[font=Comic Sans MS] [/font]

Posts: 102 · Posted: Fri May 25, 2007 5:07 pm Post subject:

and just for info..every changes made on the acccount an email will be sent as confirmation. so if you havent received any confirmation email from Vonage you need to call back and make sure that changes has been done or else you'll end up assuming that your account has been modified. some reps would say they will take care of your concerns...i guess thats their speil or something...so you assume that it has been taken care of even if its not. so just to make sure, wait for that confirmation email

Posts: 120 · Posted: Sun May 27, 2007 3:47 am Post subject: What numbers dialed?

Hello USAChris, I am sure this section has gone on for u enough, I live in Cheshire, UK.
and am familiar with Non Geographic numbers, they are the ones that begin 084/087 e.g. 0845 is classed as a 'local type' call by most UK telco's and its approx 3-5pence per minute, 0870/0871 is classed as a 'National Type' call and can cost anything up to 10 pence per minute.
If you call these from USA then their system will interpret them at a higher rate also, but because American tariffing services are different again then their charges would/could be higher.
If you haven't rung these number and are calling regular 01/02 numbers then their is a 'billing problem' and they need to sort it out.
My parents had an issue with their Vonage where 'premium rate' numbers appeared on their account in the early hours of the morning . When I questioned Vonage they were confused over UK numbering plans and kept saying they were 'Cellphones'.
It took me a lot of complaints to get them credited after convincing them then all uk mobiles begin with 07.
Good luck to you if your still with Vonage.

Posts: 2 · New Forum Member Joined: Jun 03, 2007 Posts: 2

vts1cbu wrote:

one of the reasons why the CS people gives u incorrect details is that u also give them incorrect info. and sometimes u direct ur anger to them. they're just working for the company to have a living (a sad state that is working for a company u despise) and do not know everything that's going on with it.

if ur calling one of these ppl, just be nice for them to be nice to u too. just dont go ballistic on a single error they will make.

they're just human... and dont have supernatural powers that can solve all ur problems in a blink.

just my two cents...

i called in last week and spoke with an agent. She was really nice and polite. I had issues with my bills and charges for international calls.. i was very furious, but the agent remained calm and patient. She was able to explain to me everything.She directed me and walked me thru the Vonage website, showed me where to check the international rates.Then i realized i was wrong.it was my fault.

We should not blame agents for our lack of knowledge.
We are still responsible for our accts.

Gbu. Very Happy

Posts: 61 · Full Forum Member Joined: Mar 09, 2007 Posts: 61

Are we missing the problem here? Not who made the mistake, but that Vonage customer service is rude. Smart comments like that should have never be made to a customer, we pay your check. I have been in Customer Service for over 20 years. I would be fired in a second if I would ever say anything like that to a customer. You should not have to call back three of four times until you get the answer that you want. One call, that should do it all.
Don't count on your credit until you see it. This is part of the three call policy.
Call one: you are denied
Call two: We are sorry, let me credit you
Call three: Where is my credit, "Just cancel my account"
You do not treat customer this way, make one call do it. This is a great company, but they need to do changes in the CS department. I just Don't understand why someone at a great company like this Don't see it. The customer service people can make or break you. I do know that sometime the customer is wrong, but you never say it. You do the best to make it right.

Posts: 2 · New Forum Member Joined: Jun 03, 2007 Posts: 2

just because you hear something that does not suit you doesn't mean those customer service agents are not doing their job...i have been working as a customer service manager for 15 years and working with customers from all sorts and walks of life is not easy. from a manager's point of view where credits are taken cared of, it's hard to do what a customer wants when you know you have a company policy to follow...in the end we need to stick with it because it's the right thing to do. those terms and conditions were approved in court and if the customer does not honor that, it's fair to say they are the one going against the law. sorry if it sounds rude because sometimes, there are just customers who are irrational and think they are always right! reality check, don't let yourself get into something unless you fully read the terms! good luck to your future endeavors usa_chris because there's still a lot of things you need to know about america!

Posts: 61 · Full Forum Member Joined: Mar 09, 2007 Posts: 61

Your are right d_Lycos with everything you said. But here is the stopper "Have you ever called Vonage?"
Just a bad trip you don't really want to go on. I would rather stick my finger in my eye then to call Vonage.
I do understand customers and wants, but you can still be nice as you tell people "Sorry, I cant do that". Maybe you and I could go and teach Vonage CS team, the super Team. This is the only thing stopping Vonage from being the perfect company.
I believe usa_chris understands where his mistake was, he just didn't understand why they went about explaining it the way they did. I just couldn't understand the comment that you can keep calling them until you get the answer you want. A good customer service department will have the same answer to a persons problem, because of great training. But I guess this is not a perfect world, but some times I wonder if Vonage CS group is on this world.