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roscopco
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PostPosted: Sat Jul 26, 2008 4:05 pm    Post subject: Reply with quote Back to top

I stand corrected, but I have never been connected to it.
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mcmiranda
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Joined: Dec 21, 2006
Posts: 14
Location: Pasig City, Metro Manila, Philippines

PostPosted: Sat Jul 26, 2008 10:49 pm    Post subject: Reply with quote Back to top

Apparently, from my own observations, the Vonage callcenters in the Philippines answer the phone during night-time hours of Philippines. If I call Vonage's customer service number during the day-time hours in Philippines, I've been connected to the India call center, at least 75% of the time.

Most often, I usually wait until an hour after the night-shift begins, which is about 10pm, Philippine local time. Usually around 2am, local time, the call center agents are typically bored, as it is their midshift.

As per this forum topic... "Enough is Enough - time to go back to AT&T." Well, AT&T Callcenters are in the Philippines, too.

Usually callcenter agencies handle several accounts... not just Vonage. Most callcenter agencies here employ hundreds, if not thousands of Filipinos to work. Many callcenter agencies are either in floors of high-rise office buildings or have their own rented spaces or buildings. As for what I mean as several accounts... A specific callcenter can handle calls for AT&T, Verizon, etc. While the callcenters that handle Vonage's customer care are also handling other accounts (non-Vonage).

Typically, how the callcenter switching works between India and Philippines, is this... India is usually a higher priority callcenter than Philippines, but most of the time, callcenter service is switched to Philippines. The switching "mechanism" is in the USA, which redirects calls to India or Philippine callcenters. I think it works on timezones. When India's callcenters close (end of shift), the calls are routed to Philippines.

My wife's cousin, 28, works in callcenters for the past several years. She has given me deep insights of how the callcenters operate in the Philippines.

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george99
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PostPosted: Sat Jul 26, 2008 11:17 pm    Post subject: Reply with quote Back to top

Well, I called again and got someone in the Philipenes. I demanded to speak with someone in the US, but they said that they couldn't transfer me. I just held my ground for about 5 more minutes of arguing, and presto, I was connected to a high level tech guy in the US.
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sethook
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PostPosted: Sun Jul 27, 2008 12:08 am    Post subject: Reply with quote Back to top

george99 wrote:
Well, I called again and got someone in the Philipenes. I demanded to speak with someone in the US, but they said that they couldn't transfer me. I just held my ground for about 5 more minutes of arguing, and presto, I was connected to a high level tech guy in the US.


And?
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george99
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PostPosted: Sun Jul 27, 2008 12:10 am    Post subject: Reply with quote Back to top

He said that he saw a problem on my line and he made a few changes. So I will try it for a few days and see.
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mcmiranda
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Joined: Dec 21, 2006
Posts: 14
Location: Pasig City, Metro Manila, Philippines

PostPosted: Sun Jul 27, 2008 11:02 am    Post subject: Reply with quote Back to top

george99 wrote:
Well, I called again and got someone in the Philipenes. I demanded to speak with someone in the US, but they said that they couldn't transfer me. I just held my ground for about 5 more minutes of arguing, and presto, I was connected to a high level tech guy in the US.


Chances are you spoke to an American Citizen from the USA, living in Philippines, working as a supervisor/manager of a Vonage callcenter in Makati or Quezon City. Most will tell you they're in the US, just to calm you.

We all heard the news... over 500,000 jobs in America has been lost since the beginning of 2008. Most of those are callcenter jobs that went to Philippines.

Sure enough, I could get a job in Vonage's tech support call center in Philippines, as what my local friends keep telling me, but I don't like answering technical support questions, ever since the time I worked at Computer City in Shoreline, Washington. Ever since I got my PAP2 Vonage Adapter, I have been able to solve all technical problems on my end, but before I called Vonage, I did my own research to pinpoint, where exactly, the problem is... Sometimes, I will have the IP address of Vonage's server that is having a DNS mismatch error (example!).

Anyways, I have, again, talked too much... Have a nice day, everybody!
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george99
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PostPosted: Sun Jul 27, 2008 11:43 am    Post subject: Reply with quote Back to top

That's fine too. I just can't stand these morons that waste a half hour repeating everything I say. For example:

Me: Hi, my call quality is poor, and I can't make international calls.

Them: I am so sorry to hear that sir. I understand that your call quality is poor and that you can not make international calls. Is that correct sir?

Me: Yes.

Them: Thank you for confirming that your call quality is poor and that you cannot make international calls. You should try restting your Vonage device.

Me: I already did several times.

Them: I understand that you have already reset your Vonage device several times.

You get the idea... Its like that with any company that outsources to India, etc.

Ohh yeah, I love it when they ask me how the weather is in FL where I live. It's like they are reading from a manual.
"Ask the customer a friendly question" and then it has a few suggestions.

As if a guy in India really gives a damn what the weather is in FL.
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DebtWiz
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PostPosted: Sun Jul 27, 2008 10:57 pm    Post subject: Reply with quote Back to top

Please get serious - Do you want help or not?

The problem is our ISP unlike other countries in the USA our telephone companies have not upgraded they technology and wiring services for decades.

I have a friend who works for ATT - high above. And ATT is ententionally delaying upgrading their wiring that comes into your home because if they did they would loose so much not just to Vonage but other companies as well.

If you check your speed with the Vonage hooked up or not you will see that SBC ISP is too low for today needs.

The fact that most American Companies have taken their call centers to India, the Phillipines, or other parts of the world is simple - Our Economy.

We want it all and do not want to pay for high prices so, please get use to it. In the USA we will have 2 kinds of workers - The executives, the educators and the hourlly low wage earners.

You can go back to AT&T anytime and please do get use to the higher phone bills! Good Luck!

Debtwiz
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george99
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PostPosted: Sun Jul 27, 2008 11:03 pm    Post subject: Reply with quote Back to top

I am VERY SERIOUS!

What I wrote is a typical call to a call center in India regardless of what company I am calling. They don't know how to solve anything except for the most basic of problems.

I am very willing to pay more money for some quality, and Vonage stopped providing quality in 2008. Both for their product and their customer service.
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ed56
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Joined: Jun 08, 2007
Posts: 832

PostPosted: Mon Jul 28, 2008 7:31 am    Post subject: Reply with quote Back to top

george99 wrote:
I am VERY SERIOUS!

What I wrote is a typical call to a call center in India regardless of what company I am calling. They don't know how to solve anything except for the most basic of problems.

I am very willing to pay more money for some quality, and Vonage stopped providing quality in 2008. Both for their product and their customer service.


I guess this is situational . . . my customer service (on the few occasions I have used it) has been very good in 2008, as well as the quality of my Vonage experience, though I rarely use international calling.

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