Customer Service DOES respond

Posts: 3198 · Posted: Mon Feb 07, 2005 6:16 pm Post subject:

what email address did you use?

Posts: 41 · Posted: Mon Feb 07, 2005 7:23 pm Post subject:

The one under "Contact Us" in the dashboard: https://www.vonage.com/help_contactUs.php

That is the link to the page. I selected "Other" on the pull down menu.

Posts: 5 · New Forum Member Joined: Feb 06, 2005 Posts: 5

Durp -

Your post gives me some hope. I have had no luck reaching a human in more than 10 tries by phone over 2 week period. I never held out for an hour, though.

Posts: 15 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 15

ha, I've been waiting on a ticket response since the 19th of last month. Bet I will never see an answer.

My shortest hold time was 26 minutes. I am hold now approaching an hour!! I actually just came back from the bathroom, I hod the phone on speaker while in their with a magazine. Started the call before I went in!

Posts: 2 · New Forum Member Joined: Feb 07, 2005 Posts: 2

I opened a ticket Jan 14 and have emailed them every week since. Still nothing. Tonight I deicded to call and see what was up. Waiting on hold for 20 minutes, then the 'help' representative blurted something out that I couldn't understand and sounded quite annoyed that I'd even called (this is BEFORE I had a chance to open my mouth). Gave ticket # and she put me on hold for another 5 minutes. When she returned all she said was "I'm transferring you to customer service" *click* On hold now AGAIN. It's been 30 minutes and counting - my neck is getting soar from holding the phone up to my ear.....

Vonage has such a good thing going. Why ruin it for otherwise happy customers by being so unresponsive to inquiries?

Posts: 5 · New Forum Member Joined: Feb 06, 2005 Posts: 5

I finally got through a few minutes ago and the fellow on the other was quite helpful. Now let's see if the MAC address change actually takes hold.

Posts: 85 · Vonage Forum Senior Joined: Jan 30, 2005 Posts: 85

I have to say that I've never been on hold over 5 minutes,
and the one time there was a billing problem (caused by me) they called me back after looking into it for ten minutes...

Posts: 15 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 15

gagoots wrote:

I have to say that I've never been on hold over 5 minutes,
and the one time there was a billing problem (caused by me) they called me back after looking into it for ten minutes...

Are you the CEO's nephew or something?

Posts: 2 · New Forum Member Joined: Feb 07, 2005 Posts: 2

LOL!

I finally gave up - 45 minutes was enough for me and the "your call is important to us" message was getting really annoying.

I'll try again during the day and see if wait times are reduced.

Posts: 8 · Posted: Tue Feb 08, 2005 12:08 pm Post subject:

I am still waiting for a reply to my mail, wait time was not too bad on the phone calls I made from my mobile phone, but never to this date did they tech or cust support mail me back.
I should have know they would not, since before I signed up when I asked some questions and never ever got a reply, and that was a sales question.

Terminated the account now, but I do come back here to try to help other people with issues.