Customer Care

Posts: 38 · Vonage Forum Junior Joined: Dec 20, 2004 Posts: 38

Well, I just got off the phone with Lingo. MY GOD, Customer Care Center is located in India and they don't speak English very well!

Talk about trying to save a buck. Give me a break. Lingo has just been marked off my list of companies to do business with.

I hope Vonage is using US employees as that will surely save money and satisfy customers. I'm sure you can just ask Lingo management and they can tell you some bad stories.

Nova Rod (Customer Care is most important to me)

Posts: 17 · Vonage Forum Associate Joined: Dec 28, 2004 Posts: 17

Well, I just called Vonage Customer Service yesterday ... can you guess where my call ended up? I'll give you one guess. Sad

Posts: 38 · Vonage Forum Junior Joined: Dec 20, 2004 Posts: 38

OH NO!!!!!

I thought JScott said they were hiring about 600 more Customer Care folks in the USA.....I just can't believe they would do something as stupid as that!!

Nova Rod (You get what you pay for) Cry

Posts: 176 · Posted: Tue Dec 28, 2004 7:54 pm Post subject:

The last time I called I couldn't get my question answered or the situation resolved. Why you ask? Because I couldn't understand the CSRs attempt at English! Sickening.

Posts: 281 · Posted: Wed Dec 29, 2004 8:46 am Post subject:

Interesting.. every time I've called Vonage I've always been outstanded (yeah ok I think I made that word up) by their technicians. They always seem to know what they are talking about (even with very technical questions), and unless you call at peak hours I get through in under five minutes.

I've never had an Indian call... what's up with that? Is there perhaps an 'overflow' queue that goes to a call center in India?

Posts: 448 · Posted: Sat Jan 01, 2005 3:44 pm Post subject:

matth wrote:

I've never had an Indian call... what's up with that? Is there perhaps an 'overflow' queue that goes to a call center in India?

Could be. I've had a mixture of both, and there is a HUGE difference in attitude. The ones who speak English as a first language (sound very "American") are infinitely more helpful than their Indian counterparts. I even had one call that was unbelievably frustrating-- couldn't understand a word the guy was saying, he was not making the slightest attempt to be helpful, and when I asked to speak with his supervisor, he promptly hung up.

I'm not trying to culture-bash.... really, I'm not.... but the Indian support people always seem to have the attitude "we're just here to answer the phone with some canned answers and really don't care if we solve your problem today or not."

Posts: 12 · Vonage Forum Associate Joined: Dec 31, 2004 Posts: 12

Yeah I was only joking in one of my posts about them contracting India tech support. I got an offer to speak to the next level tech support and I told them yes I wanted to talk to the next level they hung up on me. Read my Post http://www.vonage-forum.com/ftopic2229.html

Posts: 12 · Vonage Forum Associate Joined: Dec 31, 2004 Posts: 12

Oh and every time I have called I got some idiot that couldn't speak english and wanted to pass the buck. I took my router/adapter back to Best Buy, they have a 30 day return policy and I bought it on the 6th of December, good thing because I couldn't get Vonage to replace the router. I didn't get another one and I will be canceling my service tonight. I will go with the Time warner digital phone, it will be available in my area in a couple weeks, I know they have native english speaking tech support, and they cannot say it is my ISP because they are my ISP!

Posts: 38 · Vonage Forum Junior Joined: Dec 20, 2004 Posts: 38

Good move...I'm also about fed up.

Nova Rod Mad