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vegascoop
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PostPosted: Sat Mar 19, 2005 11:50 am    Post subject: What can CS do for you. Reply with quote Back to top

Besides issuing a credit or answering a technical issue has anyone ever had Vonage customer service make any changes to their service which cannont be made through the web interface? My limited experience is that anything which cannot be done through the web interface will not be done for you.

If you have an example, please be specific.
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scerruti
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PostPosted: Sat Mar 19, 2005 12:03 pm    Post subject: Reply with quote Back to top

Are you differentiating between customer service and technical support or do you just mean support calls in general?

I have had my packet size adjusted to improve faxing and TiVo calls.

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vegascoop
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PostPosted: Sat Mar 19, 2005 12:15 pm    Post subject: General Reply with quote Back to top

Just in general. And that is a good example-- gives me hope!
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scerruti
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PostPosted: Sat Mar 19, 2005 12:21 pm    Post subject: Reply with quote Back to top

If you search this forum you will find:

People who had ACR (an undocumented feature) enabled
People who have had disconnect signalling altered (to work with PBXs)
People who have had call waiting signal timing adjusted

These changes may be dependent on your brand of adapter.

Typically these types of changes require the caller have knowledge of what needs to be changed before calling.

On the procedural side, when I was setting up 911 for my house the automated system was having problems becuase the house was just built. Apparently the system didn't believe my address was valid. I was able to talk with someone and work it out over the phone. In theory I can dial 911.

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reebok
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PostPosted: Sat Mar 19, 2005 12:23 pm    Post subject: Reply with quote Back to top

there are tons of these "examples". everything from upping the output voltage to changing gain levels for volume control, enabling acr for one user and changing mac addresses. lots of examples, just look at some posts and their resolutions.

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