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mikebrown Posted:
Hello, I think
you should consult
it with the Expert
they can surely
help you
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Hard Wiring - Installation
Topic:
Hardwiring in a Rental House
On Jun 24, 2017 at 09:15:34

Haniltery Posted:
For wipe call
history also some
of the offline, in
gengral , it
usually apply to
...

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On May 09, 2017 at 06:14:26

diana87 Posted:
You have to use
VPN service to
bypass
Geo-restrictions
and get free
access while
...

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On May 02, 2017 at 17:28:06

dconnor Posted:
What is the main
number on the
account? And
which one is the
virtual number?
...

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Topic:
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On Apr 27, 2017 at 18:52:02

Trafford Posted:
Seems like a
simple
question. We
rely exclusively
on a Vonage system
for our
...

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Topic:
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On Apr 27, 2017 at 10:42:50

diazou Posted:
Hello, It's
compatible with
Android your phone
software
? Thanks!
...

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On Mar 28, 2017 at 12:42:33

jeddaisg Posted:
Hi all We have
a Vonage VOIP
system for our
office. Lately,
our call quality
...

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On Feb 23, 2017 at 18:33:52

beast321 Posted:
I don't know if
you heard, that
many more
Dreamcast games
are opened up
recently.
...

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On Feb 16, 2017 at 03:16:51

Av8rix Posted:
Sorry to start a
new thread on an
old topic but when
I google “Vonage
MAC address
...

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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

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vegascoop
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 18, 2005
Posts: 12

PostPosted: Fri Mar 18, 2005 5:16 pm    Post subject: Didn't work Reply with quote Back to top

I tried the talk nice suggestion, but was told there is no way to change the rate plan on a fax line.

What a joke.
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ToddlerTN
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Fri Mar 18, 2005 6:52 pm    Post subject: Reply with quote Back to top

I know the OP's other thread got locked for "ranting" without posting his issue, but I tend to think that the lack of customer service is a legitimate issue of its own.

The weird thing is how I keep hearing that Voip can do so many things the telephone companies can't do. But when I got my landline, I could pick my number from a list or change it at no charge. I could get a secondary ring. I could filter calls. I could use a fax machine or a TiVo on my phone line. The phone company listed me in directory services. People I was calling got my caller ID information. I could call e911. And if I had an issue, I could get someone to answer the phone.

Now before you say I'm b:tch:ng, let me say that I can live with that (for now), or else I wouldn't be using Vonage. But some of these things are things that Vonage can't do, and those are a lot easier to accept than the things that Vonage simply won't do.

Now here's one more case where common sense seems not to apply when it comes to Vonage. This guy's need is real simple, and I'd bet you the right person there could switch the billing if they cared to.

Yes, many of us are here to save money. But some people aren't as willing to put up with as much as others are just to save a few bucks.

Maybe they truly don't care, but I'm really surprised that Vonage is having so much success while being so unresponsive to customers' needs.

_________________
Comcast 6/768
Vonage customer since 01/05
RT31P2 running behind WRT54G w/Sveasoft Alchemy-V1.0 v3.37.6.8sv

Last edited by ToddlerTN on Fri Mar 18, 2005 7:53 pm; edited 1 time in total
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vegascoop
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Joined: Mar 18, 2005
Posts: 12

PostPosted: Fri Mar 18, 2005 7:09 pm    Post subject: Exactly. Reply with quote Back to top

Right on point, ToddlerTN.

The general impression of Vonage I now have is that you can only make changes to your account through the web interface. If it can’t be done using the web interface, it won’t be done for you, period. (Company policy, I suppose).

Apparently, there’s no reason to call customer support unless you are entitled to some sort of credit on your bill.
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mbhn5204
Vonage Forum Evangelist
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Joined: Jan 19, 2005
Posts: 492
Location: Denver, Colorado

PostPosted: Fri Mar 18, 2005 7:13 pm    Post subject: Reply with quote Back to top

People respond to quiet, composed, and polite callers faster than an angry rude, and crass caller. Take a breather, call back and put on the charm. You'll get faster service that way every time. If CS doesn't understand, repeat your request with some explanation.

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Setup: Motorola SB5100 to RT31P2 to Local Machines
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ToddlerTN
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Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Fri Mar 18, 2005 8:10 pm    Post subject: Reply with quote Back to top

Yeah I agree with that, but at the same time, be firm.

A friend of mine was told he would get two free months for something (the reason would take too long to explain). Well go figure, 30 days later he got billed and he called customer service about it. The first guy who answered the phone dismissed his issue and basically said, "Can't do it...you need anything else?"

So my friend told him, "Yeah, either find a way to make it happen or you can cancel my service right now." And he wasn't bluffing, which makes saying that a lot easier.

Five minutes later, after being on hold, a supervisor comes on the line and starts discussing the issue like you'd expect a human being to do. And with just a little bit of conversation, the supervisor checks the computer, realizes what has happened and gives my friend $50 credit on the spot. And by the end of the call, they are both kind of joking around a little and everybody's happy.

I worked in a technical call center several years ago, so trust me...persistence usually pays off. There were times I helped someone I hated just because I knew they wouldn't go away, and there were times I went to great lengths to help someone just because I knew where they were coming from.

Now what are your odds of finding someone at Vonage customer support who cares enough to do anything to help you? Maybe it won't ever happen, but I bet that has a lot to do with how persistent you are in trying, and I wouldn't give up after just one call. All you need is to get that one guy who understands the issue and sympathizes with you enough to either do it himself or go find someone who can.

_________________
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Vonage customer since 01/05
RT31P2 running behind WRT54G w/Sveasoft Alchemy-V1.0 v3.37.6.8sv
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DarKev
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Fri Mar 18, 2005 9:48 pm    Post subject: Re: See... Reply with quote Back to top

vegascoop wrote:
Geez, I'm so "Angie" I can't even spell straight!


I know Angie. She is a pretty girl.
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otaku
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Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Sat Mar 19, 2005 1:28 am    Post subject: Reply with quote Back to top

Toddler,

First I'd like to say I'd rarely have short wait times for any of my calls to Qwest or Sprint!!! They would typically run at least 30-45 minutes. Vonage is about equal there.

Second, I'd like to agree with you on how to handle CS. As long as you are calm, collected, and unbending...you WILL get what you want. I find if you ask for enough supervisors (and say "no" to the "call back" option, a supervisor will ALWAYS have somebody SOMEWHERE who is in charge of them! These people are NOT autonomous!)

Sometimes I've had to work up 3 or 4 levels of support. With Sprint, they ended up giving me their executive office number to bypass the customer support department totally. You'd be surprised what the executive office can do that the CS reps's supevisor's supervisors told me was "impossible" Smile

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DarKev
Vonage Forum Evangelist
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Sat Mar 19, 2005 7:49 am    Post subject: Reply with quote Back to top

The thing I find most effective is finding out who is in charge, and sending them a letter if the situation is bad enough. Dealing with Call Centre clerks will only make things more frustrating. Half of the time they are given scripts to read. They say things like, "I can understand your anger." Or they say things like, "Can you hold the line for a moment while I check your account?" Most of the time they are trying to take control of the phone conversation, and are likely going to the washroom or on break while they have you on hold. They are getting paid minimum wage. The turnover rate of Call Centre staff is also very high. People can only do that job for so long. It is a horrible job due to the constant complaints that you hear all day long. Foul language, disrespect, etc. This is why the person on the other end of the line seems to be new. They likely are new.

The first thing you should always do when you call customer service is ask for the name of the person on the other end of the line. If they do not wish to give you that, ask for their employee number. Right away, they know that they can be identified and will most more than likely give you better service. When asked to hold, simply say, "Please don't put me on hold." I don't want them going to break. There is really no reason to be placed on hold. They are there to help you resolve a problem, not laugh to a co-worker about you, or take a break. If they cannot help you, ask for a supervisor right away. If that does not work, do some research to find out who a person in charge at that company would be - even if it is the president. Likely the president will not answer the mail, but his secretary will and he or she is likely in a better position to help you than a call centre clerk.

This snippet is not just for Vonage. It is for any customer service problem that you are having with any company you call. Businesses love giving customers the run-around these days. I do not know why they do it, but they would rather keep you on the phone for hours than correct your problem it seems. They can hang up on you, they can place you on hold, they can make up rules that do not exist to make you feel like you are stuck in a situation, they can be rude which will make you feel like terminating the conversation with them, much to their desire. There are a thousand tactics that can be used to deter customers from getting good service, and they are trained to do that. This is why writing letters is slower, but it is often more affective providing you are writing to the correct person or people. Plus in the end, you are not left feeling stupid. You also have a better log of what was said, and when it was said.
Stupid Very Happy
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PoppaJohn
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Joined: Mar 08, 2005
Posts: 91

PostPosted: Tue Mar 22, 2005 10:17 am    Post subject: Reply with quote Back to top

Dar Kev wrote:
Quote:
I know Angie. She is a pretty girl.


Yes, but I married her.

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Shalom,
Poppa

Vonage member since Jan03
ISP: Time Warner
Southern Tier NY
Set up: Surfboard SB5100 Cable Modem to Linksys RT31P2 to PC
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kenn10
Vonage Forum Master
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Joined: Jun 07, 2004
Posts: 196
Location: Kennesaw, GA

PostPosted: Tue Mar 22, 2005 7:44 pm    Post subject: Reply with quote Back to top

PoppaJohn wrote:
Dar Kev wrote:
Quote:
I know Angie. She is a pretty girl.


Yes, but I married her.


Dar Kev: Shhhhhh! Don't give her away!

_________________
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