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otaku
Vonage Forum Evangelist
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Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Fri Apr 01, 2005 8:17 pm    Post subject: Quick Customer Service Reply with quote Back to top

Vonage has done a great job ameliorating their customer service issues.

I just called to cancel a SoftPhone line and, after navigating through some funky menus, I got a person on the line IMMEDIATELY. No holding. She knew what I was asking and she completed my request quickly. The entire call took less than 5 minutes.

I am very impressed. This is the first time I have tried calling Vonage since I signed up, and I just wanted to throw some mad props their way.

Thanks Vonage!

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KDWycha
Vonage Forum Evangelist
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Sun Apr 03, 2005 6:50 am    Post subject: Reply with quote Back to top

You must have called at 2AM Smile
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otaku
Vonage Forum Evangelist
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Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Sun Apr 03, 2005 12:07 pm    Post subject: Reply with quote Back to top

6pm, eastern standard time.

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rozy
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Joined: Feb 06, 2005
Posts: 62
Location: Milwaukee, WI

PostPosted: Sun Apr 03, 2005 4:17 pm    Post subject: Reply with quote Back to top

I just called this morning, 9:00AM CST, and someone picked up in under 2 minutes. I must have been routed to the wrong department, so I needed to be transferred, not a good experience in the past...I was put on hold for about another 15 seconds when transferred, the C.S. rep picked up and worked my issue! It does seem something has changed in C.S.. My previous calls were all over a 45 minute wait.

_________________
Vonage User Since: December 27th, 2004

ISP: RoadRunner Broadband-(Milwaukee, WI)
Advertised Speed: 512kb/5MB down

Cable Modem: Motorola SB3100
Router/Firewall: NetScreen 5XT
Vonage Hardware: Linksys PAP2
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mcdowelljc
Full Forum Member
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Joined: Feb 07, 2005
Posts: 66

PostPosted: Sun Apr 03, 2005 10:46 pm    Post subject: Reply with quote Back to top

Sounds Like Vonage is getting the message!

_________________
God Bless!

ISP: Earthlink via Time Warner Broadband-(Houston, TX)
Advertised Speed: 512kb/5MB down

Cable Modem: Motorola Surfboard (SB5101-2.4.1.6-SCM02-NOSH)
Router/Firewall: Linksys WRT54GS (Tomato Version 0.03.0747)
Vonage Hardware: VT1005
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dconnor
Site Admin
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Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Sun Apr 03, 2005 10:56 pm    Post subject: Reply with quote Back to top

mcdowelljc wrote:
Sounds Like Vonage is getting the message!


Clearly the decrease in number of postings regarding this issue would reflect that a great improvement has taken place.

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MattV
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Joined: Apr 05, 2005
Posts: 4

PostPosted: Tue Apr 05, 2005 5:34 pm    Post subject: Customer Service. Reply with quote Back to top

You are lucky. I tried to call several times and put on hold sever minutes and never get a any one.I tried to call in the day time and mid night also. no luck.. Sad

What a customer service.

MattV
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ChristieNJ
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 21, 2005
Posts: 24
Location: Jersey Shore

PostPosted: Wed Apr 06, 2005 2:17 pm    Post subject: Reply with quote Back to top

Here in Jersey for a good few months now on the radio, Vonage has been hiring like crazy. They started out looking for 600 new employees....so I'm sure their hiring of new people has a lot to do with it! Smile
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SuperDave
Vonage Forum Master
Vonage Forum Master


Joined: Dec 17, 2004
Posts: 176
Location: Maple Shade, NJ

PostPosted: Wed Apr 06, 2005 3:09 pm    Post subject: Reply with quote Back to top

I emailed Vonage regarding the issue that our caller ID hasn't yet (it's Wednesday) changed to reflect that we are now an hour ahead. Within 5 minutes my phone was ringing with a Vonage Rep trying to resolve it. I couldn't believe it! I guess things must be working real good, now that CS is looking for things to do! Great job! I almost fell of my chair.

I noticed my firmware has been upgraded again, could explain the perfect calls. My time is still off, I'll give them some time to resolve it, it isn't that bad.

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SB5100 >> WRT54G >> RT31P2
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tevslin
Vonage Forum Associate
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Joined: Mar 03, 2005
Posts: 13

PostPosted: Wed Apr 13, 2005 11:08 am    Post subject: Good experience with CSR Reply with quote Back to top

I had a good experience last Saturday morning. Answered by tier one in less than ten minutes, excalation when appropriate, and no hold time going to escalation. Escalation tech knew exactly what he was doing. Needed to call to swap in my PAP2 adapters for the original Motorola boxes. went perfectly.

have blogged kudos in slightly more detail [url]http://blog.tomevslin.com/2005/04/better_news_at_.html[/url] since I previously blogged complaints.
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