Sign up
 Vonage  

       
 
Vonage Forum Menu

Vonage Forums
Vonage VoIP Forum
Bruafekkay Posted:
agreed dingy
anybody, obviously
if the quarters is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
granit stelen beefy
On Dec 08, 2016 at 19:41:55

Bruafekkay Posted:
agreed drab
individual, large
if the hamlet is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
mauersteine 50x50 unsparing
On Dec 07, 2016 at 20:07:45

tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
Vonage
Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45


Vonage VoIP Forums

Vonage In The News
Vonage Holdings Corp. Reports Fourth Quarter and Full Year 2013 Results

Carolyn Katz Elected to Board of Directors of Vonage Holdings Corp.

Syndication

Vonage Customer Reviews
Vonage vs. Time Warner Cable SoCal
Vonage vs. Time Warner Cable SoCal



Vonage UK Review
Vonage UK Review



Vonage Pros and Cons for 2006
Vonage Pros and Cons for 2006



Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review
Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review



Salt Lake City: impressions after several months
Salt Lake City: impressions after several months




Vonage Reviews


Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage
Author Message
kamnet
Vonage Forum Master
Vonage Forum Master


Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Mon Dec 15, 2008 9:20 am    Post subject: Reply with quote Back to top

And the drama goes on. Remember last week, good ol' supervisor JP? Well, seeing as this is a pretty excellent example of poor customer service, I asked JP what we could do to get this documented and passed on to upper management for not only a resolution, but to try to implement some change. JP promised me that I would receive a phone call back by the end of business on Friday regarding this issue.

Monday morning, I've yet to receive that call back. So I just spoke with another customer service agent and asked him to look through my notes to try to find out why this didn't happen. Turns out that JP didn't even bother to document my conversation with him, so that explains why there was no call back.

Now I'm extremely upset that this hasn't been documented, this hasn't been resolved, and is in fact a continuation of appears to be a serious problem, IMO. That problem being that I apparently cannot trust the word of anybody on the customer service side. I was just now promised that I would hear back from another supervisor within the next 90 minutes. Let's hope so, because this is honestly starting to get to the point of nonsense.
View user's profile Send private message
fanninja
Vonage Forum Senior
Vonage Forum Senior


Joined: Jun 01, 2006
Posts: 75

PostPosted: Mon Dec 15, 2008 10:27 am    Post subject: Reply with quote Back to top

kamnet wrote:
And the drama goes on. Remember last week, good ol' supervisor JP? Well, seeing as this is a pretty excellent example of poor customer service, I asked JP what we could do to get this documented and passed on to upper management for not only a resolution, but to try to implement some change. JP promised me that I would receive a phone call back by the end of business on Friday regarding this issue.

Monday morning, I've yet to receive that call back. So I just spoke with another customer service agent and asked him to look through my notes to try to find out why this didn't happen. Turns out that JP didn't even bother to document my conversation with him, so that explains why there was no call back.

Now I'm extremely upset that this hasn't been documented, this hasn't been resolved, and is in fact a continuation of appears to be a serious problem, IMO. That problem being that I apparently cannot trust the word of anybody on the customer service side. I was just now promised that I would hear back from another supervisor within the next 90 minutes. Let's hope so, because this is honestly starting to get to the point of nonsense.


Don't worry, it will all be over soon. I don't expect Vonage to survive 2009.
View user's profile Send private message
ksig
Vonage Forum Master
Vonage Forum Master


Joined: Jul 07, 2008
Posts: 183
Location: Illinois

PostPosted: Mon Dec 15, 2008 10:42 am    Post subject: Reply with quote Back to top

Unfortunately you are getting the bite of call centers. I don't really think Vonage is necessarily worse than any other call center. The goal is customers in, quick call, and goodbye. The front lines and the front line supervisors are paid to answer phones and do low level troubleshooting. They are usually not very technical people. (I'm not saying this for ALL of them, just many of them.) As a result, they want to get through your call to the next call so that they can look good on the reports. e.g. - Number of calls per day, per hour, etc.

Until you reach a more senior level technician/supervisor/manager you will most likely never get the assistance that you need.

I think this will only get worse as our economy drops lower and lower. 2009 is the beginning of the commercial real estate fall out. We'll see where that takes us. In the interim, I hope Vonage holds out. When it works, it works well.
View user's profile Send private message
kamnet
Vonage Forum Master
Vonage Forum Master


Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Mon Dec 15, 2008 10:57 am    Post subject: Reply with quote Back to top

And thus the reason why I'm being persistent here. I've worked in customer service for the last seventeen years now, including three years of call center work. In fact right now I work from home on a call center project as a live agent for a major electronics retailer.

Setting call handle times is one thing, but you cannot sacrifice quality and customer satisfaction in the name of call volume. Although I don't believe that is what is happening here - and if it is, it's particularly horrible since I'm generally a self-sufficient and resourceful individual. If I don't have to deal with another person on the phone, I won't. If I'm calling, generally it is something that is difficult enough that it takes more than a few minutes to resolve. My last several calls to Vonage this month have been 9 minutes, 2 hours (both w/ tech support), and then 20 minutes with JP. If I'm already burning up precious clock time, you might as well do the job right, ESPECIALLY when I specifically asked JP to make sure all of this was noted in my account log.

All my tech support calls were properly logged. They also have a log of all my e-mail conversations since Friday. But JP's is missing, so it's aggrivating. I'll give Vonage one more chance here, and if customer service fails me again, then I'll be whipping out the recorder and recording every single conversation to be absolutely 199% sure there is a record of the conversation, and I'll start holding some people's feet to the fire here.
View user's profile Send private message
kamnet
Vonage Forum Master
Vonage Forum Master


Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Mon Dec 15, 2008 12:16 pm    Post subject: Reply with quote Back to top

ALRIGHTIE! Now I think we're actually getting somewhere! I just finished up a phone call with Danon, and I think she's taking complete ownership of the issue here. She helped resolve a secondary issue w/ shipping my RTP300 back, she went through my notes and reviewed my history as I explained to her everything that has happened over the last month. She took all of this and formed a official complaint letter, made sure everything that happened, as well as my suggestions and her suggestions for improvements, and submitted it to her supervisor to be sent up the chain.

Unlike JP, she gave me a way to contact her for follow-up, and she also said she would personally follow up with me on Thursday, and keep me updated on what's happening. She was completely appalled at what happened and feels that this does need addressed and resolved.

And, let me just make an exceptional note, I don't think I've EVER spoken with somebody in ANY customer service role who spoke with such confidence, ownership and ability. I'm now hopefully confident that perhaps there's ONE good person with Vonage. Smile
View user's profile Send private message
ksig
Vonage Forum Master
Vonage Forum Master


Joined: Jul 07, 2008
Posts: 183
Location: Illinois

PostPosted: Mon Dec 15, 2008 12:28 pm    Post subject: Reply with quote Back to top

Awesome! It sounds like you found a diamond in the rough! I know how frustrating that is... I've had the same problems with DirecTV. It was an old joke in my house that we would often play CSR roulette! If you don't get help, hang up and try again. I'm glad that it looks like you're on the road to getting everything solved.
View user's profile Send private message
PSJ
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 25, 2007
Posts: 99

PostPosted: Mon Dec 15, 2008 6:02 pm    Post subject: Reply with quote Back to top

One thing Vonage should " REALLY " do is educate there people on what devices they sell !


I called today to get a little help with my " Vonage Whole House System "


The person didn't have a clue....I mean NOT a clue.

When I asked to be moved to a Tech with more knowledge....he stated he was a second level Tech.

He then started to ask me what store I bought the system from....because my system was not a Vonage system....even after I gave him the information he asked for....model number, etc.


He did get my problem solved.



BUT come Vonage....get YOUR CS and Techs some schooling on YOUR products !


I've been using Vonage for 11 months ( as an annual pre-paid subscriber )....and do plan on renewing for another year !


I truly do love the service....but get tired really quick when people don't know their job / products !



PSJ aka Marc
View user's profile Send private message
Display posts from previous:   
Post new topic   Reply to topic

You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


All times are GMT - 5 Hours

Vonage Service Plans


Vonage VoIP Members
Members List Members
New Ravin
New Today 1
Yesterday 9
Total 99045

Who Is On Site
Visitors 91
Members 0
Total 91


Vonage VoIP Forum Members:
Login Here
Not a Member? You can Register Here
As a registered member you will have access to the VoIP Speed Test, Vonage Service Announcements and post comments in the
Vonage VoIP Forums

Vonage Stock Price
Value: 6.99
Change:   N/A
Up to 15 Minute Delay

Site Search
 






†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

www.vonage-forum.com is not an official Vonage support website & is independently operated.
All logos and trademarks are property of their respective owners. All comments are property of their posters.
All other www.vonage-forum.com content is © Copyright 2002 - 2013 by 4Sight Media LLC.

Thinking of signing up for Vonage but have questions?
Business and Residential customers can call Toll Free 24 hours a day at: 1-888-692-8074
No Vonage Promotion Code or Coupon Codes are required at www.vonage.com to receive any special,
best Vonage cheap deals, free sign up offers or discounts.

[ | | | | | ]

Vonage Forum Site Maps

Vonage | VoIP Forum | How VoIP Works | Wiring and Installation Page Two | International Rate Plans 2 | Internet Phone
Promotion | Vonage Review | VoIP | Broadband Phone | Free Month | Rebate | Vonnage | Vontage | VoIP | Phone Service
Phone | llamadas ilimitadas a Mexico | Latest News | VoIP Acronyms | Deal | Philippines Globe Phone | Site Maps

The Vonage Forum provides the Vonage sign up Best Offer Promotion Deal.
If you are considering signing up for Vonage and have found our Vonage News, Customer Reviews, Forums
& all other parts of this site useful, please use our Vonage Sign up page.


Vonage VoIP Phone Service is redefining communications by offering consumers
& small business VoIP Internet phones, an affordable alternative to traditional phone service.
The Vonage VoIP Forum Generated This Page In: 0.74 Seconds and 813 Pages In The Last 60 Seconds
The Vonage VoIP Forum