Thank you for calling, goodbye.

Posts: 47 · Posted: Sat Feb 19, 2005 6:56 pm Post subject:

dconnor wrote:

Fletcher wrote:

Jerry,

Vonagebest and ssantana have helped countless people...

Fletcher

I would like to give that an executive "I second that".

Hi Dan!

I truely do appreciate ssantana and vonagebest for their outstanding service to this board. I've always received great help from them and they've always repsonded to my PM's quickly. I've even talked to ssantana on the phone and was quick to tell him how much I appreciated his help.

I mean no disrespect. And thank YOU for starting this forum!

Thanks!
Jerry

Posts: 47 · Posted: Sat Feb 19, 2005 7:02 pm Post subject:

Fletcher wrote:

Jerry@ wrote:

As for your posts - I've never read anything helpful that you've posted. You generally reply to customers in need of help by telling them they are "whiners" and you are very condescending. If you know so much and have been around here to know things - why not post helpful, informative answers instead of attacking and downplaying others? You'd be doing Vonage a great service.

Please post links to some of my offending posts. I have never used that word here and have helped dozens of people. I truly think you have me confused with someone else. Have you done a search on my username and actually looked at what I have posted?

Fletcher

Fletcher if I have confused you with someone else - I apologize. But, please do not come down on me for posting my opinions or flame me for not being around as long as you have. I'll repect you if you respect me.

Thanks
Jerry

Posts: 482 · Posted: Sat Feb 19, 2005 7:51 pm Post subject:

Jerry@ wrote:

This is cut & dry: If you sign up for a service like Vonage and callers get dropped, cut off or simply cannot reach you for whatever reason - their service (Vonage) should deal with the issues and fix them. The customer should NOT have to be put in the position of being a middleman between Vonage and other companies to fix things.

That is absolutely the bottom line. It doesn't matter where the problem lies, it is up to Vonage to figure it out and either fix it or contact whoever is responsible for fixing it.

What if all the people having trouble with the RT31P2 were told by Vonage to call Linksys, and then Linksys told everyone to call Vonage? Even if there was some kind of problem with the Linksys router, guess what? I didn't buy it from Linksys. I'm not a Linksys customer, I'm a Vonage customer.

Plus, Joe Shmoe can't just call up carriers and tell them to update their routing tables, anyway. That actually sounds like an episode of Crank Yankers.

I've been a manager in a technical call center, and let me tell you, the thing customers value most of all is a sense of ownership. Customers are a lot more willing to be patient in resolving problems if they feel like they have an advocate on the other end. And when they don't have an advocate, they get frustrated quickly...and if they have a choice about it, they'll jump ship in a heartbeat.

I'd remind everyone though to remember that the "it's not Vonage's fault, call every other local carrier and have then update their routing tables" advice did NOT come from Vonage and just came from someone here who's not affiliated with Vonage in any way. So don't hold that against Vonage.

Posts: 3198 · Posted: Sat Feb 19, 2005 7:56 pm Post subject:

haha, wow, I can't believe I'm getting rung through the ringer for trying to think outside of "this is vonage's problem" when the poster had obviously dealt with Vonage to the hilt. "this is vonage's problem" is not going to help him, he knows that. what's the point of saying it over and over? my bad for making an actual attempt at helping, I can see everyone here has this well under control.

Posts: 2252 · Posted: Sat Feb 19, 2005 8:02 pm Post subject: Locked

I trying to find a good reason to keep this open, but I can not think of one.

Posts: 2252 · Posted: Sun Feb 20, 2005 1:28 am Post subject:

Sometimes I make mistakes.

Locking this thread was one of them. After a few very nice PM's from the author, I have decided to reopen this thread and to ask that the flaming come to an end.

Carry on...

Posts: 448 · Posted: Sun Feb 20, 2005 9:32 am Post subject:

reebok wrote:

haha, wow, I can't believe I'm getting rung through the ringer for trying to think outside of "this is vonage's problem" when the poster had obviously dealt with Vonage to the hilt. "this is vonage's problem" is not going to help him, he knows that.

I think we can all agree on two points.

One: this IS Vonage's problem. They sell a service, and it's their responsibility to investigate and follow up on service problems that originate within the phone system and are beyond the customer's control. My car came new from the factory with Michelin tires. Suppose the day after I bought the car, one of the tires blew apart from a defect. I would go straight back to the dealer. They would never tell me to go find a Michelin tire dealer on my own, claiming they don't control tire quality... just like Vonage should never tell the customer it's not their fault because they don't control other phone companies.

Two: sometimes the consumer has to get his hands dirty to get a problem solved faster than it would otherwise be solved going through "proper channels". Auctionit should not have to call every local carrier regarding a number mapping issue, but if he wants the problem solved today and not some time next month, that's probably the only way to make it happen.

Personally, I've had more than I can stand of companies passing the buck on responsibility. I'm dealing with a company who shall remain nameless (oh ok, it's Blue Cross Blue Shield of Florida) who has screwed my account up twice so badly that I've not had coverage since December. I've had to buy temporary health insurance elsewhere just to fill the gap. The Florida Department of Insurance says they haven't done anything "illegal" so they refuse to get involved. Meanwhile, I'm the one doing all the legwork, and Blue Cross isn't lifting a finger to help-- and it's THEIR mess in the first place.

The point is (a) life isn't fair, and (b) in this day and age, don't expect anybody to give a rat's a$$ about your problems. I was once told by a very wise man that "nobody can look out for you, better than you". Regardless of who is right or wrong, the old adage remains true: if you want something done right, you have to do it yourself.

Posts: 206 · Posted: Sun Feb 20, 2005 9:41 am Post subject:

auctionit wrote:

I appreciate the reply. I actually have tried that. You wanna know what many of the other carriers response to that was? F.U. call Vonage. Seriously, The main post is lengthy, but I have spent *days* trying to figure out how to resolve this, period. Unfortunatly, as a small business owner, I don't have that kind of time. I have suffered a serious financial set back from this.

Since I've gotten Vonage working, I have no problems. That being said, I certainly wouldn't put it into my business, though.