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Dan007
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Joined: Sep 14, 2007
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PostPosted: Fri Sep 14, 2007 5:15 am    Post subject: Customer Service was a big surprise Reply with quote Back to top

[font=Arial] [/font] I did sign up for Vonage back in late July, but just now in mid-September got it going, but not until after I had a bad spell of customer service. I started innocently about 11:30pm last night, and ended up being on the phone for over 90 minutes on my cell trying to get my service on, with someone that kept pausing saying "just a minute", which was a tell tale sign of someone who was clueless.

After dealing with the first person (and we went through all kinds of steps over and over, with no resolve) to another who said "I can't see what the other person did, so you need to call us back in the morning". I then asked where in the country they were, and said they were in India. I have no problem with people there, and in fact have many friends from there, but the level of intelligence of support departments over there (based on my experience with Dell) is absolutely horrible, and for novices would be a true nightmare. I can barely handle it myself.

Well now it's past 3am, and some 30 minutes ago, the service actually started working on it's own. We ended up just before 2am with everything fine, except the phone would not connect (no green light on the Vonage modem).

Soooooooooooooooo unbelievable. Rating on their customer service? A big fat ZERO. (minus territory if it exists.)

They need to go to chat level like Dell, to improve their service, and *gasp*, TRAIN THEIR STAFF, AND PUT ACTUAL good instructions with their product.

Just a helpful tip to others in like situations. Linksys router, dsl extreme modem, win xp pro, and a at&t phone.

Other than all the above (like saying other than the Iraq war, that the middle east is vacation central), Vonage is good.

Dan
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Blackjack
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Joined: Aug 07, 2007
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PostPosted: Fri Sep 14, 2007 6:05 pm    Post subject: Reply with quote Back to top

Dude, someone's level of intelligence cannot be determined by the country they come from. It depends on the experience of the particular tech you got.

As a sidenote, I grew up in the States and the moved. I had to put up with a lot of bull from everyone, who believed that the "intelligence level" of Americans is "absolutely horrible" (your words). It's hard to prove them wrong when you see an American thinking the exact same thing of everyone else, like what you're doing right now.

"I have no problem with people there, and in fact have many friends from there". That sounded like "I have no problem with gays/blacks/jews, my best friend is ***/black/jew". (why on earth is G-A-Y censored?)

So, if the problem is that they're poorly trained does it matter if they are in India or NJ? The only problem I can think of is the language, but if you had to ask them to know they were not Americans that does not sound like a problem to me.

They're poorly trained because their training stinks, not because they're in India.
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