Wiring my apartment for Vonage - plus editorial on cust svc

Posts: 20 · Posted: Fri Feb 11, 2005 9:41 am Post subject:

Jerry@ wrote:

You're talking more about the quality of a product where I'm talking about quality of a company being able to provide quality customer service. People who have had bad experiences have every right to post on these boards and Vonage should take note - which I don't doubt they are.

No, I'm not. I'm only trying to point out that message board traffic isn't a good indicator of either a product or a service.

I don't disagree that there's nothing wrong with complaining, and I don't disagree that some folks have been treated very, very badly by Vonage. That wasn't the point I was trying to make.

Your earlier comment was:

Quote:

if there are SO many posts regarding the poor quality of customer service -doesn't that tell you something?

A few complaints from sad gits like us on message boards does not mean that everyone is getting the same piss-poor service. You just can't draw any conclusions from the typical vocal minority on message boards.

Look at it this way - even if every single post on this forum to date were completely negative in every single way about Vonage, and if every single post was from different customer, that still wouldn't mean anything. As I type this, there have been 13,500 posts to the Vonage forum. There are something like 300,000 customers.

If every single post on this board was a complaint from a different Vonage customer, that would only be 4.5% of their customer base that want to rip Vonage's collective heads off and spit down their neck. As it stands, far less than 100% of all those posts are complaints, and there are only about 5,000 registered members here, so the number in terms of users here isn't even remotely that high.

Hell, look at me - I got through to them in about 15 minutes. If a few otherrs like me were the only ones posting here with that sort of experience, you couldn't say the average response time was 15 minutes, for the exact same reasons.

Posts: 47 · Posted: Fri Feb 11, 2005 1:09 pm Post subject:

I think we misunderstood each other - because I completely agree with you.