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dvhart
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PostPosted: Thu May 07, 2009 11:47 am    Post subject: Voicemail Waiting Indication Reply with quote Back to top

I purchased a new phone system (AT&T CL82359) and was having trouble with the voicemail waiting indicator not showing up even though the dial-tone was flashing. I tried calling Vonage to speak to one of their "highly trained support specialists". I had a very difficult time understanding both their accents as well as their grammatical structure and inflections. The first person had no idea what I was talking about, the second level guy kept telling me I had to turn the answering machine on my phone on. I eventually got him to transfer me to "Advanced level tech support in New Jersey". I couldn't understand this person any better and she seemed to know less than level 2 support.

Turns out that after the level 2 guy had fiddled with some settings he neglected to actually leave a message, or he somehow cleared the message waiting. After I finally gave up with them after an hour I checked and the dial-tone was not longer flashing. I called myself, left a message, and before I had my finger off the hang-up button, the voicemail indicator on my handset came on and the light was blinking on the base unit. And yes, the "answering system" is still off!

Come on Vonage! Your highest level technical support didn't even know what FSK was! I found myself educating them on how this stff works so they would know what to look for. The second level guy couldn't even understand the manual he downloaded for my phone - even after I showed him the page numbers to look at and even read one of them to him.

For those of you who don't know what FSK is, it's OK - you can do what I did and spend 10 seconds on google and become better versed on the technology than the "highly trained support specialists" at Vonage.

http://en.wikipedia.org/wiki/Message_Waiting_Indicator
http://en.wikipedia.org/wiki/Frequency-shift_keying
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ksig
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Joined: Jul 07, 2008
Posts: 183
Location: Illinois

PostPosted: Thu May 07, 2009 1:41 pm    Post subject: Reply with quote Back to top

I don't think that anyone here is going to argue with you about Vonage's first and second level support. However it is a necessary evil. If Vonage wanted every first and second level tech to be extremely knowledgeable about all Voip concepts, IP concepts and VoiceMail concepts they would be broke from paying their staff. It is an unfortunate reality that first and second level techs generally are there to take messages, flip-switches, read the manual and process calls to the next level. It is the same with Comcast, AT&T and gosh knows how many other companies. It is just the way business runs anymore.
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dvhart
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PostPosted: Thu May 07, 2009 3:10 pm    Post subject: Reply with quote Back to top

ksig,

A fair rational response to my rather snarky post Smile. I do understand the need for a tiered support system (having been part of an L3 support team myself). What really got my goat was that they didn't even seem to understand what a "voicemail waiting indicator" was (I didn't care so much about not understanding the underlying technology), they should at least understand the basic consumer-speak for the features they "support". By the time I got to third level support in "New Jersey" (is there a city in India called "New Jersey"?) I expected to have someone that new *something*. But even at this level I a) could barely understand the woman I speaking with due to her poor english language skills and b) she still didn't understand the difference between an answering machine and a voicemail indicator. That's just inexcusable.
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ksig
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Joined: Jul 07, 2008
Posts: 183
Location: Illinois

PostPosted: Thu May 07, 2009 3:16 pm    Post subject: Reply with quote Back to top

Yea, I will give you that they should have known the difference between the voicemail indicator and an old-skool answering machine. Smile
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