Vonage does not respond to e-mails?

Posts: 3

I have sent them many e-mails trying to repair a problem, and I never hear from them, I even give them my Cell phone number. I have sent the e-mails using forms that they provide on line.
Does anyone else have this problem? How did you get thru to them. This will have to change or this company isn't long for this world.

Posts: 3198 · Posted: Tue Nov 02, 2004 5:49 pm Post subject:

I've received replies from two people. One emailed once and that was it. The other helped a lot and finally got the problem resolved. Overall, poor email support, decent phone support but long hold times.

Posts: 28

Ok so you send your email into Vonage for help. What is your expected turnaround? Well there are over 220,000 customers and over 10,000 emails in the various trouble ques. When you send in your email you are sending it to a a specific que LILO (last in last out). It can be sorted by date but the ques are backed up as far as september!! (meaning there are tickets that stil have not been answered since sept.)

RULE OF THUMB? dont email!!! just don't..wait on the line for 30 min and get your issue resolved. Until they implement a stronger ticketing system and actually have techs dedicated to helping customers via email..just dont send it..or if you send email..just don't realistically expect a response..No one is ignoring the emails..there are just too many damn messages for 300 people to handle..

Posts: 22 · Posted: Fri Nov 12, 2004 8:41 am Post subject:

Just wait is not an acceptable answer. I understand the Vonage is one of the better Voip's but without a reliable, responsive, support system via email or phone support, Vonage in causing new, existing, or future customers unneeded wait times. Perhaps instead of looking at the overall profit forcast they can perhaps hire more service reps.

Posts: 70 · Full Forum Member Joined: Jun 17, 2004 Posts: 70

Strange. I sent in a request for help on Tuesday evening & got a response on Thursday evening (last night). 48 hours, not exactly the best, but sounds like it's better than your seeing.
I haven't needed any support in some time but they have always taken 2 - 4 days to respond.

Posts: 20 · Posted: Fri Nov 12, 2004 3:04 pm Post subject:

Took 14 days to get a response to my problem though it wasn't really a critical issue still was alittle disappointing , hopefully next time it will be quicker. Btw I did call 2 times and 2 diffrent techs could not help me and I clearly gave them a ticket number that solved my solution and they both just were like dumbfounded.

So after 14 days I finally got a tech who replied to my orginal ticket and the problem was fixed in 2 mins Wink

Posts: 28 · Posted: Fri Nov 12, 2004 3:31 pm Post subject:

breathless wrote:

Just wait is not an acceptable answer. I understand the Vonage is one of the better Voip's but without a reliable, responsive, support system via email or phone support, Vonage in causing new, existing, or future customers unneeded wait times. Perhaps instead of looking at the overall profit forcast they can perhaps hire more service reps.

No I agree wait isn't acceptable. But realistically it's the only options you have right now. Vonage will grow and hire more service reps and redefine how things are done internally (trust me I know). But as it stands now I am just giving realistic straightforward answers not to how thing should be, but to how thing ARE. I mean you have a problem with your service I'm telling you if you want it resolved call. If you get someone on the line and you feel as though they cannot help you, ask for another rep. Once you get someone helpful get their name and ext and next problem go straight to them.

cheers

Posts: 5 · New Forum Member Joined: Oct 24, 2004 Posts: 5

On the occassions that I've emailed them, it took 4 days, 11 days, 4 days, 1 day (this was a 2nd tier after I emailed Rich Gale), and then 8 days. This is all on one problem ticket that has been open since 10/8 and ever since about a week before that (time that I spent trying to resolve the issue), I have been without Vonage service.

Unfortunately, poor cell phone reception makes it difficult to call and hold for 30+ minutes while waiting to speak to someone.

stemy

Posts: 6 · New Forum Member Joined: Nov 22, 2004 Posts: 6

I emailed about 4 days ago and have not gotten a response. I called them and after going through the trouble shooting steps the tech determied that i needed a new adapter. Apartently there is a "security depost" that is required to get a new adapter. Granted it is able to be credited back to your card after they recieve the old one. Wouldn't it make more sense to just send shipping labels and switch routers??? I asked the tech this and he hung up on me. Probaly cause he didnt know the answer. Companies don't run on this kind of customer service.

Posts: 5 · New Forum Member Joined: Jul 01, 2004 Posts: 5

(I posted a message similar to this elsewhere on this board today but I thought it was relevant here too)

I have had a support ticket opened on a voicemail issue since September. Not once in the last 60 days has Vonage pro-actively communicated with us on this issue. Finally had time to call them two+ weeks ago and was on hold for about 30 minutes. They finally got me off the phone by telling me the call had been escalated.

A week passed and Vonage does nothing. I called them again, waited on hold for another 30 minutes and was getting nowhere talking to the tech rep. Asked to speak with a supervisor but there was none to be found. Told the tech rep I wanted to cancel my service and suddently I had a "supervisor" on the line. Was then assured by this fellow that they would have an answer to the problem "early next week".

Now over a week later, I have heard nothing about the problem from Vonage. I have sent a number of emails to the person who "took ownership" of the case and received one "non responsive" reply.

IS VONAGE LISTENING? DO THEY CARE? If so, they can contact me for the next 3 days at vonagecares@spamhole.com

-gpt