Customer Service/Technical Support Comment

Posts: 23

I just wanted to say that I have just received excellent service from a Vonage Tech named David, I was on hold for about 20 minutes and was taken care of extremely well. I really hope they can keep this up.

PS.

Don't assume assume you get a number from the town of choice, double check the exchange.

Posts: 281 · Posted: Wed Mar 16, 2005 8:24 pm Post subject:

Yeah, I really don't know why poeple complain about tech support.. I've never had an issue with their level of support when I've called.. the techs are always very knowledgeable and able to help me.

Posts: 84 · Posted: Wed Mar 16, 2005 8:38 pm Post subject:

I only waited on hold a short time for a tech and billing issue, my total phone time wait and all was 15 minutes according to my Vonage log. I am really disappointed that all these people that frequently read this forum and have had a good experience with customer service wont step up and sound off about it. I posted a topic on this last week, and only got a couple of responses, including my own. I know there are alot of good stories out there, why cant you all chime in?
Thanks for reading my rant.
Jim

Posts: 183 · Posted: Wed Mar 16, 2005 8:47 pm Post subject:

Every time I have called Vonage support I have received excellent service. There is no denying that. But no matter how good that service is, waiting on hold for 40+ minutes on my cell phone (with the meter running) tends to devalue it a little. Especially when after 40+ minutes the line goes dead and I have to call again, and wait another 40 minutes.

But in the end, if there is a problem they can usually resolve it while on the phone or shortly thereafter.

It would be nice if they had a live online chat, or an email support channel. Their support email usually just results in a canned response and I get the feeling nobody reads the email.

Posts: 281 · Posted: Wed Mar 16, 2005 9:45 pm Post subject:

I'll give you a hint.. unless your phone is out.. call on your Vonage phone.. they can (and have for me) called me right back on my cell if we had to reboot the router.

Posts: 183 · Posted: Wed Mar 16, 2005 9:52 pm Post subject:

matth wrote:

I'll give you a hint.. unless your phone is out.. call on your Vonage phone.. they can (and have for me) called me right back on my cell if we had to reboot the router.

When it is possible I do use the Vonage line, but when it is 'kaput' the only thing left is the cell phone or mental telepathy, and the wait is definitely shorter with the cell phone. Lol

Posts: 66 · Full Forum Member Joined: Feb 07, 2005 Posts: 66

I have had nothing but great service from them too..

Sometimes it takes a little while for them to connect, but keeping in mind that they are nationwide and handle millions of calls.. especially when the they have a common problem happen..

Posts: 183 · Posted: Wed Mar 16, 2005 11:09 pm Post subject:

mcdowelljc wrote:

I have had nothing but great service from them too..

Sometimes it takes a little while for them to connect, but keeping in mind that they are nationwide and handle millions of calls.. especially when the they have a common problem happen..

I suspect they would need millions of subscribers to generate millions of calls, and I don't think they've reached that level yet, though I suspect they will in time.

Does anyone know where their call center is located? Is it in North America or some unnamed 'subcontinent' where everybody else's are located these days.

Posts: 2257 · Posted: Wed Mar 16, 2005 11:24 pm Post subject:

almahix wrote:

Does anyone know where their call center is located? Is it in North America or some unnamed 'subcontinent' where everybody else's are located these days.

vonage.com CS is at:

2147 Route 27
Edison, NJ 08817

It is a very nice office, free buffet table setup for employees..., the tech center is interesting also.

Outsourced offshore? Lies.

vonage.ca and vonage.co.uk are elsewhere.

Posts: 183 · Posted: Wed Mar 16, 2005 11:35 pm Post subject:

dconnor wrote:

almahix wrote:

Does anyone know where their call center is located? Is it in North America or some unnamed 'subcontinent' where everybody else's are located these days.

vonage.com CS is at:

2147 Route 27
Edison, NJ 08817

It is a very nice office, free buffet table setup for employees..., the tech center is interesting also.

Outsourced offshore? Lies.

vonage.ca and vonage.co.uk are elsewhere.

I'm glad to know they're here. I am not Xenophobic by any means but I object to outsourcing, especially when it becomes as prevalent as it has.