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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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MrZumma
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Joined: Mar 07, 2005
Posts: 6

PostPosted: Fri Mar 18, 2005 12:52 pm    Post subject: Re: Customer Service/Technical Support Comment Reply with quote Back to top

mrkleen wrote:
...I just wanted to say that I have just received excellent service from a Vonage Tech named David....


I want to follow suit here and say I too have received excellent service. I spoke with Admir a few days ago and he bent over backwards to resolve my number transfer issue.

Thanks Admir!
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jrstinkfish
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Joined: Feb 05, 2005
Posts: 26

PostPosted: Fri Mar 18, 2005 1:06 pm    Post subject: Reply with quote Back to top

I receive excellent busy signals whenever I navigate the menus and choose the option to talk to a human being. I've only actually gotten through to an agent once, and she claimed to know nothing about the progress of my number transfer. She did offer me a credit, which was nice.

But a month later, still no number transfer, and I can't even get through to request a credit. And my emails go unanswered too. Bellsouth says they have given Vonage everything they need, so yeah, I'm a little unsatisfied with customer support at the moment.
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tommy13v
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Joined: Dec 20, 2004
Posts: 230
Location: upstate NY

PostPosted: Fri Mar 18, 2005 1:19 pm    Post subject: Reply with quote Back to top

Anytime that I have called my question have always been answered and problems fixed. The hold time has been an issue but for me the hold time has only been 30min max.

_________________
ISP: Road Runner 5Mb/s down 384k up
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mcdowelljc
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Joined: Feb 07, 2005
Posts: 66

PostPosted: Fri Mar 18, 2005 10:43 pm    Post subject: Reply with quote Back to top

jrstinkfish wrote:
I receive excellent busy signals whenever I navigate the menus and choose the option to talk to a human being. I've only actually gotten through to an agent once, and she claimed to know nothing about the progress of my number transfer. She did offer me a credit, which was nice.

But a month later, still no number transfer, and I can't even get through to request a credit. And my emails go unanswered too. Bellsouth says they have given Vonage everything they need, so yeah, I'm a little unsatisfied with customer support at the moment.


Don't always believe everything you hear...
Bell has a stake in keeping your number... Vonage will have a stake in it when they get it..
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Rescue1
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Joined: Feb 07, 2005
Posts: 6

PostPosted: Sat Mar 19, 2005 12:29 am    Post subject: Reply with quote Back to top

I wish I could say the same as you guys.I can't even seem to get through.I was at work the other night having nothing better to do I called the tech support line and was on hold for approx. 1.5 hours,finally getting some chick that did not even know what she was talking about.I hope my next experience is better... Confused
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jrstinkfish
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Joined: Feb 05, 2005
Posts: 26

PostPosted: Mon Mar 21, 2005 9:47 am    Post subject: Reply with quote Back to top

mcdowelljc wrote:

Don't always believe everything you hear...
Bell has a stake in keeping your number... Vonage will have a stake in it when they get it..

Well I finally did get through, and the rep said my transfer was being held up at the carrier for some reason and they were going to look at it and get the ball rolling. It would've been fine if she stopped there, but then she told me I ought to call back "next week" to see how it was going. Maybe she heard the frustration in my voice when I said, "I'm supposed to call *you* back? I've been trying to call you guys for weeks! I can never get through!" She changed her tune to, "Well, more than likely we will contact you first..."

Sigh. Aside from this issue, I am 99.9% satisfied with the service, with my only other complaint being the short pause that occurs when a call connects. Otherwise, no problems here.
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Scoobedoo
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 28, 2005
Posts: 21

PostPosted: Tue Mar 22, 2005 9:48 am    Post subject: Reply with quote Back to top

I was employed by Microsoft in the Premiere customer support division and I know by experience how difficult and frustrating it can be to deal with a section of the public that did not take several years learning the "science" of computers, but demand instant satisfaction when they go south for the border.

I give thanks to the ones at Vonage that have decided to roll up their sleeves and do what can be done.

Granted that sometimes there is a language issue, or a support agent that you run into from time to time that dosent know (or care) what the problem is.

But they are there all the same and they are all we have.

With time, things will get better with this company I believe, but for now, lets meet them at least half way.

Btw, its rather disappointing when you do connect with a awsome agent and the session requires a re boot of the modem due to configuration changes, which ( if you are not on a cell) will end the call and force you to start from scratch with another agent.

Is there a provision to re contact the same one, or have him call you after the modem reboot is completed?
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