Quick Customer Service

Posts: 318 · Posted: Fri Apr 01, 2005 8:17 pm Post subject: Quick Customer Service

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!

Posts: 605 · Posted: Sun Apr 03, 2005 6:50 am Post subject:

You must have called at 2AM Smile

Posts: 318 · Posted: Sun Apr 03, 2005 12:07 pm Post subject:

6pm, eastern standard time.

Posts: 62 · Posted: Sun Apr 03, 2005 4:17 pm Post subject:

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.

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

Sounds Like Vonage is getting the message!

Posts: 2251 · Posted: Sun Apr 03, 2005 10:56 pm Post subject:

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.

Posts: 4 · New Forum Member Joined: Apr 05, 2005 Posts: 4

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

Posts: 24 · Posted: Wed Apr 06, 2005 2:17 pm Post subject:

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

Posts: 176 · Posted: Wed Apr 06, 2005 3:09 pm Post subject:

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.

Posts: 13 · Vonage Forum Associate Joined: Mar 03, 2005 Posts: 13

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.