Vonage's new mantra: Improved customer service

Posts: 810 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 810

From http://www.theglobeandmail.com/servlet/story/LAC.20080329.R VONAGE29/TPStory/Business :

CATHERINE MCLEAN, TELECOM REPORTER wrote:

. . . there was the way it treated customers. Its subscriber base leaped to 2.2 million in 2006 from 1.3 million in 2005. But Vonage didn't pour more money into customer service systems that could support that bigger client base.

What do you all think, any recent improvement?

Posts: 16 · Vonage Forum Associate Joined: Mar 21, 2008 Posts: 16

I still believe there are issues within. Before I found this forum, I was ready to give Vonage up. I've been with Vonage for 5.5 years so I've been a loyal customer. If you are looking for new service, need to pay a bill and call vonage, you will get a human who is able to speak English with no issues at all. However, if you have an issue with service, good luck finding or talking to someone who doesn't understand you and pretends too.

My last phone call was with a guy named Mark. Bless his heart he was trying so hard to help me resolve my issue. I was on the phone with him for over an hour and a half, and 80% of that time was on my cellphone while he did 'things' to my box. By the end of the conversation I was ready to scream! I had to tell him 4 times that I was hanging up because I was frustrated, not at him, at Vonage, and that I was cancelling my service. He begged me to stay on the line so he could help fix the problem. I just couldn't take it anymore.

Needless to say, I'm still with Vonage, and love the phone service, but hate the way it treats us. If someone is having issues, it is just as important to fix the problem as it is to take a payment. Get someone who speaks English as a first language.

Perhaps they should provide a link to this forum. Might save them money on tech time!