Appalling customer service

Posts: 1 · New Forum Member Joined: Jan 29, 2005 Posts: 1

I keep calling and emailing customer service, in the last two weeks I have yet to get through, after 15 minuets on hold I give up.

I am very happy with Vonage in other respects, but I am going to have to drop Vonage if I can't get some issues resolved like my caller id showing up incorrectly - have you ever tried to enable a credit card, when you can't call from your "home number" when it IS your home number.

Mike

Posts: 3198 · Posted: Sat Jan 29, 2005 11:14 am Post subject:

that has nothing to do with your caller id showing up correctly. one of the downfalls of voip in general (not just vonage) is that calls are routed through the voip provider and the ANI is set to whatever their number is. in vonage's case it's a NJ number. if you think 15 minutes is a lot, read through many of the threads here who have waited over an hour, only to have some moron hang up on them.
read this thread:
vonage-forum.com/ftopic2223.html" target="_blank">http://www.vonage-forum.com/ftopic2223.html

Posts: 492 · Posted: Sat Jan 29, 2005 5:18 pm Post subject: Appalling Customer Service

Customer Service? I've heard the expression before. However, I have never been able to find any of it.

Mike

Posts: 3 · Posted: Sun Jan 30, 2005 12:23 pm Post subject: Appalling customer service

I have spent the lion-share of my career in the customer service business. Except for an informative and quick response from "dconnor" (who administers this forum) I have not been able to get even a "marketing" response from anyone else at Vonage.

It has been (4) days since I emailed a request for a Vonage marketing representative to contact me in regard to a rather large account and I have not even received a "token" auto-response to the inquiry.

If the marketing people are not even in the "water"... there is absolutely no opportunity for them to ever "sink the customer service boat".

What ever money that Vonage was going to save me in their "service"... has developed into a complete waste of time (for this lone last time, to post it in this forum), time which is more valuable than money... to deal with an un-responsive marketing or customer dis-service.

At least I can dial "0" on my existing telephone service and get a human response that is incredibly more technologically advanced than Vonage VoIP. I'm out of here.... Sprint

Posts: 24 · Vonage Forum Associate Joined: Jan 29, 2005 Posts: 24

its very interesting that where ever you go and read vonage customer service seems to be in the dumps.

guess who's not winning a J.D.Power award. here is what bbb had to say about vonage:

Quote:

Customer Experience

Based on BBB files, this company has a satisfactory record with the Bureau. Any complaints processed by the Bureau in its three-year reporting period have been resolved. The number and type of complaints are not unusual for a company in this industry. Complaints processed concern service and billing issues.

To have a Satisfactory Record with the Bureau, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the Bureau, and be free from an unusual volume or pattern of complaints and law enforcement action involving its marketplace conduct. In addition, the Bureau must have a clear understanding of the company's business and no concerns about its industry.

Posts: 8 · New Forum Member Joined: Jan 31, 2005 Posts: 8

If you've gotten far enough to be put on hold, you've done better than me - I have been unable to get anything but a busy signal for the past two weeks. I like the cheaper service of vonage, but it hasn't worked for two weeks, and I can't even get an answer to an email.

Posts: 22 · Vonage Forum Associate Joined: Jan 27, 2005 Posts: 22

Customer service? What customer service? We don't need no stinkin customer service.

I've been ignored by every attempt to get help with my LNP. Now the Executive Response Team has it and I haven't heard anything from them......... Evil or Very Mad

Posts: 508 · Posted: Mon Jan 31, 2005 10:05 pm Post subject:

this must be a Vonage US problem, cuz the Vonage Canada number works just fine, I called them the other day, I was on hold for maybe 30-45secs and talked to someone, and 2 weeks earlier, I had a very nice talk with someone and they helped me out with my account..

Posts: 66 · Posted: Mon Jan 31, 2005 10:47 pm Post subject:

I found timing is everything with this company, (Vonage). Everytime I call Vonage in the early morning, I have good luck with hold times. I called Vonage this morning @ 630 am central and was speaking to an AMERICAN in NJ in about 120 seconds of hold time. I think it's possible their NJ facility answers phones from 7am-5pm, and then I think it's turned over to the Philipines or India after hours or when their NJ facility overflows. Idea

Posts: 76 · Vonage Forum Senior Joined: Dec 22, 2004 Posts: 76

LouisB_TX wrote:

I think it's possible their NJ facility answers phones from 7am-5pm, and then I think it's turned over to the Philipines or India after hours or when their NJ facility overflows. Idea

no. vonage customer care operates out of the NJ office 24/7/365