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mikebrown Posted:
Hello, I think
you should consult
it with the Expert
they can surely
help you

In The Forum:
Hard Wiring - Installation
Hardwiring in a Rental House
On Jun 24, 2017 at 09:15:34

Haniltery Posted:
For wipe call
history also some
of the offline, in
gengral , it
usually apply to

In The Forum:
How to Delete call history from online account?
On May 09, 2017 at 06:14:26

diana87 Posted:
You have to use
VPN service to
and get free
access while

In The Forum:
Recent calling problem from Egypt
On May 02, 2017 at 17:28:06

dconnor Posted:
What is the main
number on the
account? And
which one is the
virtual number?

In The Forum:
Vonage UK
How do you call 999
On Apr 27, 2017 at 18:52:02

Trafford Posted:
Seems like a
question. We
rely exclusively
on a Vonage system
for our

In The Forum:
Vonage UK
How do you call 999
On Apr 27, 2017 at 10:42:50

diazou Posted:
Hello, It's
compatible with
Android your phone
? Thanks!

In The Forum:
IP PBX for small business
On Mar 28, 2017 at 12:42:33

jeddaisg Posted:
Hi all We have
a Vonage VOIP
system for our
office. Lately,
our call quality

In The Forum:
Ethernet Cable; Wiring schematic? 568-B?
On Feb 23, 2017 at 18:33:52

beast321 Posted:
I don't know if
you heard, that
many more
Dreamcast games
are opened up

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Using phone as a dial up modem for Dreamcast Gaming
On Feb 16, 2017 at 03:16:51

Av8rix Posted:
Sorry to start a
new thread on an
old topic but when
I google “Vonage
MAC address

In The Forum:
New adapter and router -- MAC change
On Jan 11, 2017 at 01:07:21

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

In The Forum:
Hard Wiring - Installation
Vonage behind switch
On Dec 05, 2016 at 12:35:11

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PostPosted: Wed Feb 02, 2005 12:42 pm    Post subject: SIMPLY THE WORST Reply with quote Back to top


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PostPosted: Wed Feb 02, 2005 1:00 pm    Post subject: Customer Service Reply with quote Back to top

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
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PostPosted: Wed Feb 02, 2005 1:31 pm    Post subject: Reply with quote Back to top

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 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.
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PostPosted: Wed Feb 02, 2005 1:37 pm    Post subject: Reply with quote Back to top

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.
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