Customer Service DOES respond

Posts: 3 · New Forum Member Joined: Feb 04, 2005 Posts: 3

Just to let you all know I emailed them and got a response back on 2 days. They gave me a phone transfer date of 2/8 and also credited me for 2 months sonce I had to wait so long. Email them. They will respond.
Lol

Posts: 492 · Posted: Sat Feb 05, 2005 6:51 pm Post subject: Customer Service DOES Respond

Thanks for the topic alexgeorge. I have tried to tell several people who were quite irate about Customer Service that the slowdown was merely temporary. Now we know for sure.

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

Eh, I emailed them over 5 days ago and only got the "We received your email ..." response. I think they only promptly respond if they have good news for you (like your transfer went through). I'm guessing their silence means mine is nowhere near going through.

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

For those who missed my saga I'll give a brief history. I'm a long time Vonage customer. Have been very happy with the service. Finally decided it was time to cut Bell South off. I liked my pots number. It is one of those that rolls off the tongue. Easy to remember. I wanted to keep it. The problems began last November. I had a change over date of Dec 3. Needless to say, it didn't happen. I, like everyone else, got the same canned emails. I tried all the standard suggestions email and calls to customer service and the executive response team. Nothing worked and I could never get anything but the standard "We have assigned you a ticket number and we will contact you with the results".

Finally last week I sent a PM to "Vonagebest" asking for help.

I don't know who he is or what authority he has, but an hour and a half later I had an email saying my change over date would be one week later on Feb 10. I checked the web site and sure enough my account had been updated to show the change.

I am now a happy camper again. Looking forward to the 10th.

Lol

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

thank you for the comment, alexgeorge.

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

Just tried calling Vonage for the first time. I navigated through all the menus, and was finally told by the recording, "If you wish to speak to a representative, please press 1." I pressed 1, and I was met with a busy signal. This is getting ridiculous.

Note to Vonage -- before you start running nationally televised ads for your service, make sure you have enough people to handle the increased support load. Is this company run by the monkeys in the Careerbuilder.com Superbowl commercials?

I guess I'll try again. I hate navigating phone menus Mad

Oops. Happened again. This is just stupid.

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

Customer service has not responded to any of my questions. The only hint I got they were listening was that several days after sending e-mail about not being able to activate a new account for a retail Linksys WRT54GP2 through their web page, the web page was fixed.

In the meantime I had applied for service through the regular web process, asking they not send me a new phone device, just activate the MAC for the WRT54GP2. They expeditiously sent me an RT31P2.

So, do I really need the RT31P2? Seems like they could just activate the MAC of my WRT54GP2. Am I missing something?

Posts: 3198 · Posted: Mon Feb 07, 2005 5:08 pm Post subject:

yes they can. you should have went to vonage.com/activate which is the retail customer link, but as you stated it was broken. it's just standard practice to send out a device with an order, and with the thousands of orders pouring in, they probably either overlooked your request or simply ignored it. you'll have to call them (or email but that will take longer) with the mac.

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

Thank you. I'll try calling again, but that hasn't worked for me either. By the way, I was in Clearwater on Saturday and the weather was delightful -- now I'm back in Massachusetts where it is ok if you like snow.

Posts: 41 · Posted: Mon Feb 07, 2005 6:13 pm Post subject:

I have had Vonage service since Oct. 2003 and have had no major problems. Every time I have contacted Cust. support I have had the minor problem fixed. I have used both the email and the toll free number to contact Vonage. Just today I changed one of my Vonage numbers and tried to set up the 911 service on the web site and had a problem. I could not get the set up screen to come on for that number. With my other numbers I could get into the set up screen and see that I activated the 911 service, but not my new number. I sent Cust. support an email this morning and got a reply within 2 hrs. That did not solve the problem, so I sent an email reply to Vonage and gave them more details. I got a 2nd email within 1 hr. solving the problem.

I know some people are posting on this board and others that they are having a really bad experience with Vonage Customer Support. I have also had hold times on the phone for over 1 hour, but when I finally got through to them they always could resolve my issues. There was even one point when I called Vonage and I got a recording that all reps. were busy, please call back later. I did call back later and got through to a support tec. and solved the problem. Vonage has always been helpful and worked with me to solve any problem that I have had. Sometimes it is hard to get through, but when I did the problem got fixed.

Just wanted to put in my 2 cents about Vonage.