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scenarioL113
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Joined: Jan 23, 2005
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PostPosted: Thu Feb 10, 2005 1:14 pm    Post subject: Customer Service and Tech Support....have patience! Reply with quote Back to top

To all,

I finally got hooked up and the line was transferred today. I had a minor issue that ended up being a low voltage or ring voltage (thats what tech support said and they fixed it on their end). It caused short rings (on my end) and I could not hold onto an incoming call without losing it.

I called customer service and waited about 10 minutes to speak to someone. They needed to switch me over to tech support and then I waited about 35 minutes to actually speak to someone.

All I can say is be patient they WILL answer your call and help you. Just put them on speakerphone and start playing you favorite PC game...LOL Lol

I must say the customer support AND tech support were very cordial and very helpful, I felt it was crappy to wait so long BUT that is the "times" we live in.

Anyone ever try customer support for ATT&T or anyother huge corporation (regarless if Phone related or not), Same old story, they all suck! I felt Vonage was OK and like I said just be patient they will help!


FV
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Scooby5
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Joined: Feb 05, 2005
Posts: 4

PostPosted: Thu Feb 10, 2005 1:21 pm    Post subject: Reply with quote Back to top

Sorry, but that's a completely stupid post.

Customer support is an integral part of the service and if they can't offer it in a timely manner, then they are not coming through for their customers and are therefore offering a bad service. Someone at Vonage needs to understand that keeping your customer base by having a timely answer to support call is as important as growing your subscriber base.

Having to wait is NOT the times we live in. Maybe you don't have a problem being on hold for an hour when it should be under 5 minutes, but the rest of us do mind.

Try role reversal and ask Vonage to "BE PATIENT" while you pay them a proportionally late, 180 days overdue. See if they let you keep your service for very long and stay "PATIENT" with you.

This bad service however, is not a statement to the competence of the CSRs. Most of them have been helpful on calls I've made, but again, the delay is completely unacceptable.
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pankej2000
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Joined: Feb 01, 2005
Posts: 93

PostPosted: Thu Feb 10, 2005 2:59 pm    Post subject: Re: Customer Service and Tech Support....have patience! Reply with quote Back to top

scenarioL113 wrote:
To all,

I finally got hooked up and the line was transferred today. I had a minor issue that ended up being a low voltage or ring voltage (thats what tech support said and they fixed it on their end). It caused short rings (on my end) and I could not hold onto an incoming call without losing it.

I called customer service and waited about 10 minutes to speak to someone. They needed to switch me over to tech support and then I waited about 35 minutes to actually speak to someone.

All I can say is be patient they WILL answer your call and help you. Just put them on speakerphone and start playing you favorite PC game...LOL Lol

I must say the customer support AND tech support were very cordial and very helpful, I felt it was crappy to wait so long BUT that is the "times" we live in.

Anyone ever try customer support for ATT&T or anyother huge corporation (regarless if Phone related or not), Same old story, they all suck! I felt Vonage was OK and like I said just be patient they will help!


FV


I agree with you. I just called ATT and I was on hold 30 min. and no knowledge at all......

I like Vonage customer service. Slow but knowledgable.
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kailes
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Joined: Dec 14, 2004
Posts: 31

PostPosted: Thu Feb 10, 2005 3:12 pm    Post subject: Reply with quote Back to top

KNOWLEDGEABLE? you hit the jackpot then. I have had the same issue for over a week. for the last week, my nights have gone like this:

8 pm put kids to bed
10 pm put wife to bed
10-11, on hold with Vonage
11-12 talk to some idiot who either does not know what they are doing, gives up and hangs up on me (happened twice), or promises to call back

i then spend the next day fuming over the fact that the promised response hasn't come, then i have to call and go thru the whole process again.

meanwhile, not one customer who has attempted to fax an order to my wife has been successful this week and the brain wizards at vonge do nothing to fix the problem.

the voice side of this works great, but the data side ****. they are unresponsive, don't know the products, and are shooting arrows at the moon and hoping something sticks
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reebok
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Joined: Oct 24, 2004
Posts: 3198
Location: Lakeland, FL

PostPosted: Thu Feb 10, 2005 3:16 pm    Post subject: Reply with quote Back to top

maybe I missed it but have you posted your exact problem, including Vonage setup (1 or 2 lines...dedicated fax line?) and make and model of fax machine(s) tried?

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kailes
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Joined: Dec 14, 2004
Posts: 31

PostPosted: Thu Feb 10, 2005 3:23 pm    Post subject: Reply with quote Back to top

i think so but here it is again:

pap2 adaptor going straight to a brand new lexmark 6170 all in one. phone line was downgraded from a voice to fax line because my batting average was about 15 percent so one of the techs was convinced my fax machine must be bad.

for the last 4 days, if you call my fax line, on my end the phone does not ring, but on your end it will ring forever. if you plug the line into a telephone, then it rings and I can answer it.

error correction is off, but not sure if that matters since my fax machine never connects.

The Vonage support people seem to be stumped, which I can understatnd. What I can't understand is why it takes so long to hear back from them. I am going on about 16 hours since I last spoke with anyone there, and he claimed this was being expedited and I should hear back from someone within a couple of hours.

My frustration comes not so much at the fact we are having problems faxing, the problems lies soley on their failure to deliver even poor customer support.
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kailes
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Joined: Dec 14, 2004
Posts: 31

PostPosted: Thu Feb 10, 2005 4:03 pm    Post subject: Reply with quote Back to top

update:

i was just on hold with a guy because the level 3 wizards thought they had things fixed. i had him go try a test fax while i was on the line. of course it didn't work, and after being placed on hold by him for 15 minutes, i got hung up on, so now i have to call back, go back into the cue, and wait for someone else to not help me out.
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reebok
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Joined: Oct 24, 2004
Posts: 3198
Location: Lakeland, FL

PostPosted: Thu Feb 10, 2005 4:38 pm    Post subject: Reply with quote Back to top

oh, right, you never replied. did you look at the link?
http://www.vonage-forum.com/ftopic2799.html

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kailes
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Posts: 31

PostPosted: Thu Feb 10, 2005 4:45 pm    Post subject: Reply with quote Back to top

i looked at it, but it had nothing to do with my issue. my issue is that the line isn't even ringing. i am not losing faxes, the machine isn't even ringing...
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scenarioL113
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Joined: Jan 23, 2005
Posts: 4

PostPosted: Thu Feb 10, 2005 4:56 pm    Post subject: Reply with quote Back to top

Scooby5

Are you kidding! Whats so stupid???

REALITY CHECK:

Please take any 10 items you own and look up their respective #'s for their customer service. Average the time (if you know how!) it takes to talk to a "Live" person.

I bet Vonage's hold times are no different than the average you come up with. That is reality so watch who your calling stupid.


Last edited by scenarioL113 on Thu Feb 10, 2005 5:12 pm; edited 2 times in total
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