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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
Author Message
Haj
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 18, 2005
Posts: 25

PostPosted: Fri Apr 15, 2005 1:20 pm    Post subject: Recent Experience with Customer Service Reply with quote Back to top

I often read complaints about Vonage customer service. In the interest of balance, I am going to post my recent experience with customer service.

I have a PAP2 and was experiencing the daylight savings time/caller ID issue that was discussed at length on this forum.

First, I tried to get support by email but even as I write this review, I have not received a response to my email, not even an automatic reply. This can only be graded as an F.

Phone support was better. The wait time was longer than desired (>20 minutes at around 11 pm ET). The CS representative spoke fine English. I had called on my Vonage line so he called me back on my cell phone so he could monkey with the PAP2. He figured out how to fix the issue, but it involved having to make a change on their servers. There was something going on with their servers, however, so he could not make the change right away. He asked when I would be available the next day for him to call me back. I told him 9 pm ET. He said no problem.

The next day at 9pm, he called on my Vonage line. It showed the correct time on the caller ID so he had obviously fixed it before he called me. He asked me if the time was now correct and I told him it was. I thanked him for his promptness and follow through. He wished me a good night.

I'll grade phone support as follows:

1. Time on hold: C-

2. Courtesy of Representative: A-

3. Knowledge of the issue: B+

3. Time to Fix: B

4. Follow Through: A

5. Overall for Phone Support: B or B+ (the wait on hold and inability to fix immediately drag the score down)
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jdr30
Vonage Forum Master
Vonage Forum Master


Joined: Nov 24, 2004
Posts: 215

PostPosted: Fri Apr 15, 2005 1:27 pm    Post subject: Reply with quote Back to top

Trust me, we don't like India tech suport either. The good news is that its only Installations. Us service guys are still in the USA Cool
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divingtech
New Forum Member
New Forum Member


Joined: Apr 16, 2005
Posts: 2

PostPosted: Sat Apr 16, 2005 2:19 am    Post subject: Can you service guys in the US fix the deleted referral prob Reply with quote Back to top

According to customer service email, once a referral is "deleted", "In response to your email, when an email is deleted or the offer is
refused you are not able to resend the referral email. The only
option is to send it to a different email address." Please, this is 2-bit. I suggested an undelete or wipe clean my referral list and got no response.
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anthonyfellows
Vonage Forum Senior
Vonage Forum Senior


Joined: Nov 22, 2004
Posts: 88
Location: Indiana

PostPosted: Sat Apr 23, 2005 11:55 pm    Post subject: Reply with quote Back to top

i've never had to deal with customer service and from everything i've read around here I don't think its something i'll ever look forward to doing.
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