Positive Customer Service Experience

Posts: 1 · New Forum Member Joined: Apr 13, 2005 Posts: 1

I am a newbie and had been initially reluctant to switch our home business to Vonage because of the virulently negative posts about Vonage's customer service. I called Customer Service for the first time this morning, asking how to add a new line using a second PAP2 adaptor already purchased from Sam's Club. I had an answer within minutes. It can't be done from your online account. You have to use the Retail activation facility available from the Home page. When I went to activate online, I was told that my MAC address was invalid. I rang them back and, to my surprise, a Vonage customer service agent picked up immediately, without my having to use their phone menu at all. He also found that the MAC address was invalid and bumped me up to someone else who found the same thing. He told me to return the adaptor, as the MAC address had already been assigned to someone else. He noted that manufacturers sometimes make mistakes, and this was already the second such instance referred to him today.

This may be useful information, but the point I really want to make is that the customer service that I received this morning was truly spectacular. My calls were answered promptly by knowledgeable agents who quickly passed me on as necessary to get my questions answered. And the customer service personnel all spoke impecable, American english.

Posts: 18 · Vonage Forum Associate Joined: Apr 11, 2005 Posts: 18

Glad to hear it among this endless negativity. I have not called customer service for technical issues yet. I have had some but they worked themselves out. I dont know how, they just did. I had a tough time with the porting of my number but once that was settled all was good. I am trying to give Vonage time. This is all new and Vonage has come out very strong.

Look at it this way..........The only way to go is up!!!!!!

Later