Customer Service DOES respond

Posts: 2251 · Posted: Thu Feb 10, 2005 8:53 pm Post subject:

bre wrote:

dconnor: This thread was started discussing Vonage support. Anything other than that should have been a new thread.

bre is correct, lets try to stay on topic - Thank you.

Posts: 8 · New Forum Member Joined: Feb 09, 2005 Posts: 8

Thanks. As I posted earlier, I could not get through to support. My phone was out for days. I didn't know what to do, so I signed up with Lingo. They are cheaper, $19.99 per month, for the same service. I have no idea about the company, support or anything, but it doesn't matter because I can't use my phone anyway so I figured I'd give it a try. At least I'll get support in setting up and they'll get me working again.

I emailed all the bigwigs telling them that I was forced to switch because I couldn't get support to get my Vonage phone working. Not one of them bothered to respond. Just shows you how much they give a crap about customers. All they care about is how fast the company is growing and how much they are making.

I did get a reply finally from customer care after I switched. A guy gave me his personal phone number and said to call him. I replied that it was too late. Here the info for those of you that need support. Don't know if he'll answer but you can try.

Ron Franks
Executive Response Team
1-732-226-[ADMIN EDIT]
Monday-Friday 8:00am-8:00pm

[ADMIN COMMENT - IF MR FRANKS WOULD LIKE TO HAVE HIS PHONE NUMBER POSTED ON THIS FORUM, HE CAN POST IT HIMSELF]

Posts: 8 · New Forum Member Joined: Feb 09, 2005 Posts: 8

Got my Lingo modem today. Heck, I couldn't get through to Vonage for a week or so and within two days of ordering, I get the modem already. AND, I'm saving $5 per month.

Thanks Vonage for being a bunch of screwups and making me look someplace else.

I can't believe how quickly Vonage went downhill. It seems like only 6 months ago I was raving about them. Heck, it was 6 months ago! Now , I tell people not to even think about getting Vonage, unless they want a whole bunch of headaches when something goes wrong.

Posts: 222 · Posted: Fri Feb 11, 2005 4:11 pm Post subject:

bre wrote:

Got my Lingo modem today. Heck, I couldn't get through to Vonage for a week or so and within two days of ordering, I get the modem already. AND, I'm saving $5 per month.

Thanks Vonage for being a bunch of screwups and making me look someplace else.

I can't believe how quickly Vonage went downhill. It seems like only 6 months ago I was raving about them. Heck, it was 6 months ago! Now , I tell people not to even think about getting Vonage, unless they want a whole bunch of headaches when something goes wrong.

Let's see. You had Vonage for six months and were "raving about them," but you've had Lingo for a few minutes (perhaps hours) and are ready to give them your gold seal of approval.

Give us a break. Come back in six months and tell us about your experience with Lingo.

Hopefully, you'll have a good experience with Lingo -- but the few minutes or hours of experience you've had today does not qualify you to offer much of an opinion. After all, you were raving about Vonage after a few minutes too.

So long, and good luck.

Fletcher

Posts: 8 · New Forum Member Joined: Feb 09, 2005 Posts: 8

I never said anything about Lingo except that I don't know anything about them.

Maybe I will come back in 6 months and say the same thing about Lingo. All I know is that I haven't had a phone for about a week now with Vonage. I got the Lingo modem and am back in business. My phone is working again no thanks to Vonage.

I couldn't get help from Vonage for a week but can get a new modem from Lingo mailed to me, installed in 10 minutes and have my phone working in two days with Lingo so I guess they can't be that bad. Maybe they'll turn out to be as bad as Vonage in 6 months, but for now, I have a phone I can use instead of paying for nothing.

Posts: 2251 · Posted: Fri Feb 11, 2005 5:14 pm Post subject:

bre wrote:

Hey moron, read before you open your big trap...

Bre: Tone it down on the personal remarks. Thank you

Posts: 8 · New Forum Member Joined: Feb 09, 2005 Posts: 8

Sorry about that. Fixed it so delete this and yours.

Posts: 62 · Posted: Fri Feb 11, 2005 5:47 pm Post subject:

Just had my first Customer Service experience last night (10 ish):

My aunt (whom I recommended the switch to Vonage) lost her voicemail stutter dial tone and e-mail attachment notifications: they were not working at all. After disabling, waiting 5 minutes, make a test call, wait 5 minutes, re-enable, blah blah blah... it still was not working.

So . . . I phoned Vonage. I was on hold for 52 minutes before hearing a live, human voice by the name of "Miguel". I explained the situation making sure to include what I had done on 'my' end. He then placed the adapter on "debug mode" and made several test calls to the number. Nothing. So it was escalated to the "Voice Mail group" with a promise of resolution or at least an update within the next 24-48 hours.

This morning my aunt phones me to tell me she now has a stutter dial tone with her new messages AND is receiving the e-mail notifications with the attachment.

The problem was resolved in less than 12 hours and she is totally thrilled. Vonage's rep, Miguel, was professional, pleasant to speak with and extremely patient. He explained everything he was doing to analyse and diagnose the problem and apparently followed through to resolution. My Aunt's new undying love is of "Miguel".

Kudos to Vonage for keeping my Aunt off my back! Rolling Eyes