Appalling customer service

Posts: 2 · New Forum Member Joined: Feb 02, 2005 Posts: 2

HELL, THEY SHOULD FARM OUR THEIR CUSOMER SERVICE TO INDIA OR CHINA OR NEBRASKA! i WOULD RATHER SPEAK TO SOMEONE FOLLOWING SCRIPT AND Q&A SHEET THAT NO ONE - I HAVE NOT MANAGED TO GET TO AN AGENT IN THE PAST THREE WEEKS, AND NO ONE RESPONDS TO MY EMAIL. I WOULD RATHER PAY TWICW AS MUCH THAN DEAL WITH THIS BS - i AM OUT!!!!

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Posts: 1 · Posted: Wed Feb 02, 2005 1:00 pm Post subject: Customer Service

Their IVR systems are also spotty at best, I called in last week and seemed to get passed from one crappy elevator music hold line to the next. twice I was dropped all together. currently, I am happy to save $, but this can get old QUICKLY

Posts: 23 · Vonage Forum Associate Joined: Jan 12, 2005 Posts: 23

Here's just a few random thoughts on customer service...Vonage, and in general.

15 minutes is not a long time to wait on the line for someone. With some times I've called any customer service, they say the wait's an hour or more. At that point, since the call's free anyway, I'll hook up my earpiece and watch TV or play a video game to pass the time. No biggie. But 15 minutes? If you pay attention, usually they'll be on the phone far before then. It's like when you callin a chinese food order and the lady says "It'll be ready in 30 minutes", you can go in and it might've been sitting there for 20.

Have you ever taken time out to consider the customer to CSR ratio? Let's say at this time, Vonage has one building for customer support. In this building, they might have 100-500 people answering phones all day. Then think about how many Vonage users there are. These people can't possibly just be sitting here saying "any minute now, this phone's gonna ring, and I'm gonna get it!". Most likely they're on the phone already with someone else, maybe a novice, and they have 15 other people in queue. They have to get those people, THEN you. Unless your local phone company is owned by your brother, and you have a direct line to him to ask him questions on why something isn't working, I don't think you can reasonably expect an instantaneous response.

Regarding email support. I've noticed a few people complaining about this. I just have to wonder...how many people use Yahoo, or Hotmail as their primary email that Vonage sends to? Those providers have "Bulk" style folders in which your customer service responses from Vonage might be winding up in, whether you know it or not. You have to check. That's happened to me a few times with some other places where I've requested support. If they're simply not responding quickly...see my next so-called point.

I've seen a lot of people making threads, or replying to threads, whereby they say how bad customer service stinks with Vonage, but they never, y'know, explain the problem. If no one's answering the phone, or responding to your emails, why don't you just post your question on here? There's lots of people on here that are willing, ready, and able to answer any questions you have. I've posted some questions here that I had, that I *just* emailed Vonage about, and I usually got an answer here within minutes, then got my Vonage answer a day or two later. Try it some time, people.

Posts: 7 · Posted: Wed Feb 02, 2005 1:37 pm Post subject:

Ditto on timing - calls early in the evening got me a message that calls were unusually heavy, call back later, then hung up. Later in the evening I at least got on hold, then was dumped twice after waiting 15 - 25 minutes. After 10:00 Pm (EST) I finally got through to someone who wasn't able to fix my problem, but made out a trouble ticket, promising a fix within 24 hours.

24 hours later, still no fix, so I spent 50 minutes on hold, then got through to a tech who got me running in less than 10 minutes.

Late at night seems to be the time to get through. Having a speaker phone helps on those long hold times, too.