Posted:
Mon Nov 05, 2007 11:58 pm Post subject: voicemail inaccessible system-wide Oct 30th Poor cust servic
I signed up to Vonage Oct 28th, took a while to get around to setting up my voicemail. Oct 30th, I browsed all documentation and went to set it up. It never asked me for a PIN/password, so I couldn't access my voicemail. I called their tech support from my cell phone (I'm Microsoft Certified Desktop Support Technician, btw). On hold for 10 minutes. I explained the issue. They put me on hold, told me that they needed to escalate the issue. 5 more minutes on hold, and the support guy started speaking spanish to me (I think it was spanish). He said that he needed to know my configuration (5 minutes of reading off my equipment, etc.). Then he proceeded to say that inability to access voicemail is a systemwide issue and that they would let me know when it is back online. Did this also explain why I couldn't do the voicemail to e-mail feature? Yes. Everyone is having this voicemail issue? Yes. (from at least 1PM to 7PM CST). There were no outages reported on the Vonage web site. The person never sent me an e-mail as promised when it came back online. And they kept me online for 40 minutes (with my 3 kids begging my attention) for no purpose other than to tell me that it's a known systemwide issue (why all of the rigamarole? just tell me that it's down system wide and let me go!). No follow up. And I had the new service just 3 days. I have a hard time recommending this to anyone else. Horrible tech support. Did anyone else have this issue or were they just blowing smoke? It worked the next morning. And those posters who want refunds for outages? don't hold your breath. In your contract with Vonage, Vonage has a section in "Terms of Service" (logon to your Vonage web account, click on Help, click on Your Account, and at the bottom of the right-hand page is "terms of service") where you agree to the services "as-is" (look for Limitation on Warranties, remedies, and liability). There's no liability, no refunds (except to terminate the service), no credit allowances for interruptions of service.
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