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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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ChadG
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 02, 2005
Posts: 22
Location: IL

PostPosted: Sat Feb 05, 2005 8:38 am    Post subject: Vonage customer service Reply with quote Back to top

I believe Vonage must be ramping up their customer service dept. I have read several posts complaining about the amount of time it took to get help. I have placed several calls over the past week and have had impressive response times over the phone. The latest call resulted in me being transferred to 3 different departments, none of which took more than a few seconds to pick up.
If their solution to my background noise issues works I will be a 100% satisfied customer. Very Happy Lol I have had no problems whatsoever. Although, it did seem to take an unusually long time for the hardware to arrive at my house.
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rebus
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Sat Feb 05, 2005 11:06 am    Post subject: Re: Vonage customer service Reply with quote Back to top

ChadG wrote:
If their solution to my background noise issues works I will be a 100% satisfied customer.

What was their solution; replace the adapter, firmware update, other? We have 3 lines using 3 separate adapters, and all 3 have varying degrees of background noise.

One of the replacement adapters was worse than the original, so I sent it back. Another replacement was "better" so I kept it and returned the other, but it's still not all that great.

I've shorted the pins in jack #2 of each unit with a 22k ohm resister and that's helped somewhat, but I've decided not to order any more replacements until the issue is finally SOLVED once and for all. It's too much hassle to be running down to the U-Ship-It place each time, when the underlying problem still isn't fixed.

 
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ChadG
Vonage Forum Associate
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Joined: Feb 02, 2005
Posts: 22
Location: IL

PostPosted: Sat Feb 05, 2005 12:06 pm    Post subject: Reply with quote Back to top

Well, for now I have a second phone plugged into the second jack off the hook. I just made a call and it seemed to really help.
You are right they suggested changing the router, that they had some problems with some of the hardware. Funny thing though, the phone was crystal clear while I was talking to them. She told me that something is resonating and the 2nd phone off the hook somehow stops it.
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ChadG
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 02, 2005
Posts: 22
Location: IL

PostPosted: Sat Feb 05, 2005 12:11 pm    Post subject: Reply with quote Back to top

Oh yeah,
and if that doesn't work they are going to check my broadband connection. I have comcast so I am fairly certian it will check out fine.

If this is the worst bump in the road I don't mind. I'm sure they will get it fixed sooner or later. That would get old shipping and recieving on a weekly basis. Do they cover the shipping for a return?
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rebus
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Sat Feb 05, 2005 4:49 pm    Post subject: Reply with quote Back to top

ChadG wrote:
Do they cover the shipping for a return?

That's another sore spot. For my first replacement, the rep on the phone assured me a pre-paid return shipping label would be included with the replacement unit. That sounded reasonable, since most companies do this as standard procedure.

NOT!!

The adapter arrived, minus the shipping label. I emailed dslreports@vonage.com about the missing label, and was promised they would send one to me right away. After 2 weeks, still no label, so I finally contacted the Executive Response Team. They asked me to pay the shipping and they would credit the account.

In the meantime, while that fight was going on, I activated a brand new line, paid the S&H, unit arrived but was defective, I called them immediately upon receipt, they sent a replacement, yet they expect ME to pay the return shipping charges. EXCUSE ME?? I already PAID for shipping. Not my fault they sent me a crap unit, and they already know the Linksys units are problematic. I'm just going to tape the two RMA packages together and send as one shipment, rather than go through another fight for shipping credit on the other unit.

Love the features, love the free long distance, but this train wreck they call a "customer service" department is going to be their undoing.

 
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prads
New Forum Member
New Forum Member


Joined: Mar 06, 2005
Posts: 1

PostPosted: Mon Mar 07, 2005 10:57 am    Post subject: Vonage Customer Support and Sales is irresponsible Reply with quote Back to top

I am a recent subscriber of the Vonage..I have been trying to contact the customer support for several days.. their menu will walk through and disconnects the line before transfering to the customer support.
So I tried the Sales division, believe me, you can reach them in a snap.. I reported to the Sales team the problem (because that is the only departement I can get access to). These folks asked me all the detials they wanted and told me that they will make the customer support call me. This happened 3 times. I never got a call till now.
I even tried the e-mails. Other than the automated response, no proper response came till now.

I have all the records of my calls and e-mails. I am planning to report to all the consumer complaints orgs.
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ToddlerTN
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Mon Mar 07, 2005 12:06 pm    Post subject: Reply with quote Back to top

rebus wrote:
ChadG wrote:
Do they cover the shipping for a return?

That's another sore spot. For my first replacement, the rep on the phone assured me a pre-paid return shipping label would be included with the replacement unit. That sounded reasonable, since most companies do this as standard procedure.

NOT!!

The adapter arrived, minus the shipping label. I emailed dslreports@vonage.com about the missing label, and was promised they would send one to me right away. After 2 weeks, still no label, so I finally contacted the Executive Response Team. They asked me to pay the shipping and they would credit the account.

In the meantime, while that fight was going on, I activated a brand new line, paid the S&H, unit arrived but was defective, I called them immediately upon receipt, they sent a replacement, yet they expect ME to pay the return shipping charges. EXCUSE ME?? I already PAID for shipping. Not my fault they sent me a crap unit, and they already know the Linksys units are problematic. I'm just going to tape the two RMA packages together and send as one shipment, rather than go through another fight for shipping credit on the other unit.

Love the features, love the free long distance, but this train wreck they call a "customer service" department is going to be their undoing.

 

Everyone knows that already. There's absolutely no way someone could visit these forums and not know that. Do the research before you sign up (it's a little thing called personal responsibility). The rest of us shouldn't be forced to pay for better customer service. If you want better service, quit moaning and go back to POTS. You have alternatives, nobody is holding a gun to your head. Put the box back on the shelf and move on.
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ToddlerTN
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Mon Mar 07, 2005 12:17 pm    Post subject: Re: Vonage Customer Support and Sales is irresponsible Reply with quote Back to top

prads wrote:
I have all the records of my calls and e-mails. I am planning to report to all the consumer complaints orgs.

Vonage ISN'T REGULATED so deal with it. If you want a regulated service, you've got options. No one's forcing you to stick with Vonage, so quit your "I need the goverment to keep me from getting shafted" whining and move on.

Personally I am happy to pay less for Vonage knowing that their customer service blows and they don't answer the phone. If they did answer the phone, they wouldn't be able to keep the cost so low, which is all that really matters to most of us who signed up for Vonage to save some money.

I'm happy to deal with dropped phone calls, dialing issues, service outages, bad customer service, firmware updates that kill my phone adapter, getting charged for shipping when they said they would include a label, taking three months to get a number ported, not having access to e911, etc.

Yes, Vonage has issues, but look at it this way...every missed call or service outage or 90 minutes on hold with Vonage just reminds me how much money I'm saving!
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bry2k
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 21, 2005
Posts: 11

PostPosted: Mon Mar 07, 2005 4:03 pm    Post subject: Reply with quote Back to top

ToddlerTN -- arguing that you would prefer to have poor customer service is just plain ridiculous. It's almost impossible to reach Vonage customer service, and when you do, you often reach a person who sounds like they haven't received any training at all. The current state of customer service at Vonage is absolutely unacceptable. The little technical glitches that we all experience here and there would be no big deal if we could just reach a competently trained HUMAN BEING to help us out. Vonage would be 5 out of 5 stars if they had even anything remotely resembling decent customer service, but that one failure makes dealing with the whole thing almost unbearable for some of us.

You argue that it would cost you more if the service was more reliable. That argument is nonsense. Vonage is at this moment spending tons of money on web, TV, magazine, and radio advertising to attract new customers, which is exacerbating the service problems because they are clearly growing faster than they can handle the growth. Vonage needs to control its growth, and serve its customers with the quality that it advertises. That's all I want: exactly what is advertised.
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ToddlerTN
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Mon Mar 07, 2005 5:46 pm    Post subject: Reply with quote Back to top

I understand. You're new here I guess. I was being sarcastic to poke fun at some of the regulars. Sorry I got you riled up.
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