Customer Service DOES respond

Posts: 93 · Vonage Forum Senior Joined: Feb 01, 2005 Posts: 93

Among 400,000 vonage customer, I will bet 98% people like VOIP service
but 98% Hate Customer service..............

VOANGE CEO might know this ........He He He He

Posts: 8 · Posted: Tue Feb 08, 2005 12:23 pm Post subject:

pankej2000 wrote:

Among 400,000 vonage customer, I will bet 98% people like VOIP service
but 98% Hate Customer service..............

VOANGE CEO might know this ........He He He He

I like the idea of VOIP, I just did not like the damn hastle I had to go through to get it.
All of the users that like Vonage VOIP have probably never had issues with it, I would never call them if I did not, why would I.
But when they dont reply to your e-mails, then you get issues, I understand long wait times, that why the service is such good value at the end of the day.

Posts: 220 · Vonage Forum Master Joined: Aug 19, 2003 Posts: 220

I think those of us who've not had problems tend to not be vocal about it, probably. And that's not to discount any frustration by those who are having problems, but it's human nature to sit quietly when you're happy with something.

I have never had any trouble getting through by phone -- sometimes I'll have a wait time, but I just put it on speaker phone and continue on with whatever I'm doing. I also get good response via email and even have one person in particular who will always work with me on a problem.

Our Vonage service had some hiccups in the beginning especially, but we were willing to endure the bumps in the road for the savings and the "new frontier" geek appeal. Now, I have to say it's about as good as our POTS ever was -- at about half the price. We'll have a two-year anniversary in September and things are better than they've ever been with our service.

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

Message to Vonage-

I have experiance running a helpdesk for a a user base of about 1.2 million people.

It seems you need skills such as mine. Please contact me at christopherd@consultant.com to move forward.

Posts: 3198 · Posted: Tue Feb 08, 2005 12:39 pm Post subject:

as you post in an open forum that has nothing officially to do with vonage...

Posts: 93 · Vonage Forum Senior Joined: Feb 01, 2005 Posts: 93

Last monday Vonage game a ticket # and this monday they are updating progress of my line transfer.

But not actual progress of line transfer.

Just formality but still once I get my line transfer, I am not going to call Vanage. Just Keep Rebooting my router ............Just a GUESS

Posts: 31 · Vonage Forum Junior Joined: Dec 14, 2004 Posts: 31

I just got out of two days of support hell. we had a voice line that had a batting average of about 15% when trying to send/receive faxes from it, so we decided to downgrade to a fax line. that took literally an hour of being on hold, then after being told I would not be charged for the change, i was charged a cancellation fee to downgrade the line and then a start up fee to initiate the fax line, so that required another call to vonage and another hour on hold. that was last week. ever since then, I have suffered through horrible luck with faxes. It culminated this weekend when I called the fax line and got a busy signal. i called vonage at 11:30 pm sunday night, and again, was on hold for 59 minutes. i got to talk to the person for about 3 minutes before we got cut off, so I had to call back and go back unto the cue, only to be on hold for 40 minutes and get to talk to a non english speaking person who had no clue what I was talking about. I ended up giving up somewhere around 2 am and went to bed.

I called back first thing in the morning and only had to hold for 48 minutes this time before getting talk to someone, who took my number said she would check on something and then call me back. She still hasn't called back. I finally had to call back after waiting three hours and unload on some poor person who happened to answer the phone when i hit '0' rather than goign thru the loop. Long story short, they FINALLY got it taken care of about 4 pm yesterday, but man was it painful.

Great service but man oh man does the servies suck. I understand they are adding people all the time, but it just isn't good. I was actually considering cancelling, but the price is too good, plus they rape you with the $40 disconnect fee.

irony of all irony's my sister in law's cousin called 5 minutes later and I recommended the service too him.

Posts: 26 · Vonage Forum Junior Joined: Feb 05, 2005 Posts: 26

Well, I was finally able to talk to a service rep instead of getting a busy signal when the system transferred me. I was on hold maybe 10 minutes -- not too bad, definitely less than I expected after the horror stories here. No word on my LNP, though they did credit me for a month. I've got my current Bellsouth number forwarding to my virtual number, so it's not really a big deal if they keep crediting me.

Posts: 93 · Vonage Forum Senior Joined: Feb 01, 2005 Posts: 93

with Main vonage number, My average wait time about 25 minutes and with line transfer some time 25 min sometime 10 mintues sometime even 2 minutes on HOLD

You never know but night time is best time to call I THINK

Posts: 31 · Vonage Forum Junior Joined: Dec 14, 2004 Posts: 31

well i called late at night because i figured it was going to be a time consuming issue and the tech guy told me it was actually the worst time to call. so the next day o tried early in the morning and held for almost as long. i just don't think there is a good time to call. Look at us. we are bragging about on

damn softphone rang while i was typing. what the last line should hav said was look at us bragging about being on hold for under 30 minutes!!!