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Bruafekkay Posted:
agreed dingy
anybody, obviously
if the quarters is
not provided with
the requisite
...

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Vonage V-Phone & SoftPhone
Topic:
granit stelen beefy
On Dec 08, 2016 at 19:41:55

Bruafekkay Posted:
agreed drab
individual, large
if the hamlet is
not provided with
the requisite
...

In The Forum:
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mauersteine 50x50 unsparing
On Dec 07, 2016 at 20:07:45

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

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
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took place on the
4th and 5th of
Nov. E-mails with
...

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Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
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make my phone ring
louder so I can
hear using
...

In The Forum:
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Topic:
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
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Topic:
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On Sep 30, 2016 at 00:37:45


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Poll

Please rate your experience with Vonage support.
Excellent
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 14%  [ 3 ]
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Total Votes : 21

Author Message
AJF
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 26, 2005
Posts: 22

PostPosted: Tue Apr 26, 2005 3:54 am    Post subject: Who To Call When Vonage Customer Support Fails Reply with quote Back to top

Greetings all,

I am writing with updated info on Vonage customer support. Having been a customer of theirs for 2 years, I was ready to move my final residential line to Vonage back in January. BIG MISTAKE!!!

Somewhere between January 15th and April 15th, Vonage decided to go from good to worse than any telco in history. They have grown too much for their britches with all their advertising.

HERE ARE SOME PHONE NUMBERS TO KNOW:

- Standard support - 1-VONAGE-HELP (Good luck. Minimum hold time is 30 minutes. Techs will tell you to call before 5 AM if you want to talk to someone in reasonable time.)

- Executive Response Team - 732-333-1621 (Again, good luck. This is a voice mail box for supposedly escalated service. Escalated service is not replying within 1 week at the current time.)

- Corporate HQ - 732-528-2600 (Again, good luck. The receptionist directs all calls automatically to 1-VONAGE-HELP if they learn you are a customer. Ask for somebody specific. FYI - at this number they have never heard of the Executive Response Team and do not have any of those employees on their directory.

NOW THE JUICY STUFF...

- The Vonage Number Transfer Dept - 732-528-2626. Again, a voice mail box.

- Mike Tribolet (a.k.a. Trib) - 732-528-2630. This is the EVP of Operations for the company. This guy needs to learn what it means to be so inundated with calls that he can't respond fast enough... like Vonage's Customer Support group. Call him... or his assistant Renee at 732-528-2650.

WHY DO I SHARE THIS? Because these folks have no clue what it means to clean up and be accountable for messes they make. I have a number transfer that is now going on 3+ months from Qwest. The problem is Vonage and not the other carriers (contrary to what they tell you). Their internal notes are beyond pathetic. FYI - I've already transferred another Qwest number to them within 4 weeks.

CALL CORPORATE AND BE HEARD. THESE FOLKS NEED TO FIGURE OUT HOW TO RUN A CALL CENTER. WHY? Because right now every other telco in the nation is doing it better than them. They aren't even hitting 3 nines.

Good luck and may the force be with you.
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AJF
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 26, 2005
Posts: 22

PostPosted: Wed Apr 27, 2005 10:58 am    Post subject: Update... Reply with quote Back to top

To add insult to injury...

A message to Mike Tribolet resulted in a phone call from a tech who said "I was just told to call you." When asked if he had background on my issue, he said no. I told him that the person who told him to call me really did not like him and threw him like meat to a wolf.

I gave the tech brief explaination and ticket numbers etc. He reasearch and called me back within 30 minutes (that was actually impressive) and said my problem should be fixed in a week. Not accepting that, he said "well that's what they told me."

I'm gone once I get a new solution in place. Their idea of service is that no one is accountable and no one goes the extra step.
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mbhn5204
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 19, 2005
Posts: 492
Location: Denver, Colorado

PostPosted: Wed Apr 27, 2005 12:17 pm    Post subject: Reply with quote Back to top

When customer support or technical support fails..... You come here!

Whining and ranting won't solve the problem, you're preaching to the choir. Try to present your problem in a logical and precise manner. Give the configuration of your setup in detail. Tell us exactly what has gone wrong and what you have done so far to resolve it. Include any test data.

You will find that there is more expertise on this forum than you will find with the script readers at Vonage. So, take a deep breath and begin to plan out what you want to present to the forum. We can help you, but no one will listen to your anger regardless of how justified it is.

Ok! Now do it, we're waiting.

Mike

_________________
ISP: Comcast
Setup: Motorola SB5100 to RT31P2 to Local Machines

Last edited by mbhn5204 on Wed Apr 27, 2005 12:28 pm; edited 1 time in total
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jdr30
Vonage Forum Master
Vonage Forum Master


Joined: Nov 24, 2004
Posts: 215

PostPosted: Wed Apr 27, 2005 12:24 pm    Post subject: Reply with quote Back to top

I'll give those numbers a week before they are shut off. No offense the exectutives have more important things to worry abotut than why your device does not work. If its a tech support issue, myself of another co-worker that posts here frequently can help you.

If its a LNP issue you can call the president of the United States, he can do nothing to speed it up.
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