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Sandman333
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Joined: Feb 28, 2005
Posts: 148

PostPosted: Thu Mar 03, 2005 6:38 pm    Post subject: Suggestion for Vonage customer service number Reply with quote Back to top

Some places you call for customer service will tell you (automated) up front how long the expected wait time is. Maybe Vonage could implement something like that just to give their customers a heads up, and those that are going to hang up after waiting on hold for an hour won't clog up the lines without getting through.
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egeller624
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Joined: Jan 25, 2005
Posts: 81
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PostPosted: Thu Mar 03, 2005 6:42 pm    Post subject: Reply with quote Back to top

"Thank you for calling... your expected wait time is *garbled voice, choppy audio, hisssing* minutes. Please remain on the line"

Sorry... I just couldn't resist lol. Lol

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SaltAquatics
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PostPosted: Thu Mar 03, 2005 6:49 pm    Post subject: Reply with quote Back to top

Lol Rolling Eyes

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jdr30
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Joined: Nov 24, 2004
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PostPosted: Fri Mar 04, 2005 1:22 pm    Post subject: Reply with quote Back to top

yeah they should do that ... they dont because do you really want to hear you are "number 73" ... on a typical night there are about 60-70 calls in queue at all times
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EnJaNir
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PostPosted: Fri Mar 04, 2005 1:33 pm    Post subject: Reply with quote Back to top

I don't mind waiting so much as I can put the phone on speaker phone and just watch tv until I hear someone. I have a huge problem when the CS reps hang up on my when they can't answer my question. The few times when I had to deal with CS for myself the 1st rep I had was ok, but didn't solve anything, the 2nd rep was outstanding and fixed my problem immediately. But now when I call CS to help my parents and try discussing the status of an LNP etc etc, I get told to wait a minute I am going to put you on hold and get hung up on. It is just frustrating, plsu then you have to navigate the maze of a phone tree again.

I will give credit to those who are employees of Vonage who are also members on this site. Not only are they providing feedback and help to those who need it, but they respond quickly with a positive attitude.
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jdr30
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Fri Mar 04, 2005 1:38 pm    Post subject: Reply with quote Back to top

There are a lot of new reps coming onto the floor every day. The problem is a lot of them are getting pushed out there so quickly that they lack the knowledge needed to relaly stand out. Nothing against them at all, it is just there is so much going on.

I get customers all the time sayin that the last person they talked to knew nothing or they just transferred them to queue or something. So thats why I decided to come on here as well, I can help people on the phones like usual, but if someone is having lots of problems and cannot get them resolved or get through to CS I will help them out here.

It is getting better, they are moving all installation techs to tech support in a few weeks, and every week they have service training classes. Its just some people pick up on it faster than others.
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scerruti
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Joined: Feb 05, 2005
Posts: 1424
Location: Carlsbad, CA (finally)

PostPosted: Fri Mar 04, 2005 2:56 pm    Post subject: Reply with quote Back to top

No, what they need to do is let you put yourself in the queue online and call you when your turn comes up on whatever number you have provided. Then, online they could give you an estimate of your wait time and you could check how much longer, or cancel out of the queue.

It pains me to think there are 60-70 people having to listen to music on hold for an hour every night.
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