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antigravityhero
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Joined: Nov 10, 2004
Posts: 28

PostPosted: Tue Nov 09, 2004 9:29 pm    Post subject: What to do regarding a bad customer experience? Reply with quote Back to top

I am a new Vonage customer. I have had several quirks with the service which are negatively impacting my ability to conduct business in an efficient manner. I am asking for help from members of this forum since Vonage doesn't seem to concerned about helping me.

First issue - Voicemail greeting schedule is totally broken. Yes, I've set it up correctly. Yes, it reads the greeting schedule back to me and it's totally fine. No, it does not work.

Second issue - Voicemail notification - I've changed the address that Vonage is supposed to send voicemail notification to my cellphone's text messaging address. I still get notifications sent to the original address I signed up with. I even changed the contact address for service updates, etc. to my cellphone and it is still sending everything to the original address. So, without being at my PC or calling in every hour, I have no idea whether or not I have a new message.

Third issue - total and complete lack of customer support. Every time I call, I am greeted with an unprofessional sounding message that says nobody is available and to call back later. I can't even leave a message for a return call? Multiple emails to customer service over the last 2 days have gone completely unanswered.

I have even gone as far as to call the corporate office. A certain high-ranking individual offered to "escalate" my issue with a promise of a return call within 2 hours. This call never came.

I'm very frustrated. I didn't think things could get worse than Qwest. Have I made a mistake? Should I go back to copper? Has anyone else experienced this apparent disregard for customer satisfaction, and if so, what did you do about it?

Thanks.
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TheMole
Vonage Forum Junior
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Joined: Nov 11, 2004
Posts: 28
Location: NJ

PostPosted: Wed Nov 10, 2004 8:02 pm    Post subject: Customer Care Inside / Out Reply with quote Back to top

Hello anitgravity. Let me tell you a few things about the customer care at Vonage.

1st because they are a startup they experience high levels of turn over internally. They have traning classes every month just about that start with over 60 memebers. After the 6-8 weeks of training only 10% make it out of the class. And of those 10 percent 80% quit during the first month on the 'floor'. And this cycle is repated over and over again and again. That is the reason for the high hold times and the lack of professionalism. Vonage doesn't pay its technical staff anything near what the market is paying for similar duties. So keep that in mind when you are calling in. Now on to your issues:

1st)VM greeting: What can I tell you another great feature that is 'broken' Not much I can tell you to fix this. Its a known issue and they can do nothing about it.

2)The VM notifications. The reason you have changed your VM email address but it continues to forward to your old email address is because your old email is still listed in the Oracle database. It will take the engineers on the back end to add your new email address. If you call on this issue the rep will have to make a ticket to the engineers to add your new email manually. Once this is done your notifications will arrive at your new email. But you will have to call (don't bother emailing they are backed up with emails form sept. over 8000 emails and no one will answer as no one can get to them.)

3rd)Lack of customer support. Trust me when I tell you it is a hell hole inside of Vonage. The lack of support is from how middle managment treats the employees. I bet you think when you call into Vonage that you are calling into a place where there are marble floors and high ceilings and all employees are wearing business casual suits. NOT!!! The power frequently flucuates. There are no windows at all. Simply rows and rows of half bulit cubicles and trash all over the floor. Employees wear whatever the hell they want to wear. There are a handful of professional technical support personal and an awful lot of 'trash'. Trash meaning technical reps that don't know what the F is going on and will NOT be able to help you.

I suggest if you get someone that was really helpful to write their name down get some contact info. If you ever need a favor later you will begin to build a dossier of contacts that can acutally help you. I have a list if you need it.

I bet you didn't know the employees (customer care employees that is) have to ask for a break lunch and not to do OT ! They have to ask before they can take such breaks that are 'granted to them as a right and protected by law'. That is the type of place you are dealing with. So keep that in mind when you call in.

Mole

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