Vonage - too reliant on web site, not enough real people

Posts: 83

As a FYI for everyone:

I switched to Vonage in late Feb and haven't looked back since. The service is awesome (except for a couple of minor annoyances - see my other posts) and the price is unbeatable.

However, Vonage - like most start-ups rely way too heavily on their web site, email and their Dashboard in particular to solve all customer problems, issues, complaints, gripes or just questions. The one thing they do not have is enough real people answering real telephones.

Let me explain; First, I ordered a virtual number for Texas via the Dashboard, it debited my account (it was in credit at the time) and I received the virtual number via email about 2 minutes later. Outstanding service. The virtual number was active within 20 minutes and it has worked flawlessly.

So amazed with this unbelieveable service, I ordered another virtual number 2 days later, this time for NJ. Once again, I do it from the Dashboard - and here is where it all went horribly wrong.

I placed the order - it hit my credit card that was on file (which was maxed at the time), got declined and failed. So, still in the Dashboard, I change my credit card details to another card - and it successfully charged me for a new virtual number. All well and good, you say.

But... because it failed the first time it never sent me the email with the new virtual number (fair enough - it could not charge my credit card) but even after I changed the card and successfully paid for it - it still did nothing. No email, no virtual number, just a statement on Billing telling me that I just gave Vonage $15.09 and received nothing in return.

So I wait a day. Nothing. So I wait 2 days. Nothing. So I call 1-VONAGE-HELP - get put on hold for 20 minutes and then cut off. This happens 4 times. I've just lost 160 minutes of my life - on hold - with nothing to show for it.

I sent them a lengthy email, detailing what happened and can they 1. enable the new NJ number or 2. credit my credit card immediately.

Several email later and 2 voicemail later - during which Vonage almost deleted my first virtual number because they thought that is what I was complaining about - I give up. I sent them a final email telling them to either 1. Enable the NJ virtual number or 2. Credit my credit card.

A day passes and I get a email (with no explanation whatsoever) that my order for the second virtual number has been cancelled. I log into Dashboard and I see that I have been credited for $15.08 and that the second virtual number has been cancelled.

I order (again) the second number - and this time because my credit card was instantly approved, I receive the virtual number withing 2 minutes and it's live 7 minutes later.

The moral to this little story is:- 1> Always have a credit card that is not maxed as your default card in Dashboard and 2> Vonage needs to get their act together and get MORE PEOPLE MANNING THE PHONES.

All of this aggravation, annoyance and lost time could have been solved in 10 seconds with a real live Customer Support person rather than over 4 days.

Thay don't even know how close they came to losing a Unlimited customer...

Papu Papu

Posts: 83 · Posted: Wed Apr 09, 2003 5:42 pm Post subject:

RE: "Customer Service, 1-VONAGE-HELP" - So is it just me that gets cut off after being on hold for 20 minutes? Or does that happen to everyone?

Curious

Papu Papu

Posts: 29 · Posted: Wed Apr 09, 2003 5:56 pm Post subject:

this might help

Quote:

Customer Care by Phone or Fax

Monday - Friday, 8:00AM - 9:00PM EST Phone: 1-VONAGE-HELP (1-866-243-4357)
Fax: 1-732-333-1353

Product Information: questions@vonage.com
General Customer Inquiries: customercare@vonage.com
Billing/Cancellation: billing@vonage.com
Installations: installations@vonage.com
Service: service@vonage.com

Posts: 24 · Posted: Wed Apr 09, 2003 5:58 pm Post subject:

I have not experienced any dropped calls when calling them in the past. I need to call them today anyway I will keep you posted on what happens Wish me luck!

Posts: 11 · Vonage Forum Associate Joined: Mar 11, 2003 Posts: 11

I am a dingbat I have to call them a lot *giggle* normally it’s about five to ten minutes on hold. I am on a first name basis with half there Customer support and tech support. I ask a lot of questions I am real new to internet gadgets. If you can’t get them on the phone it’s because they are probably on the phone with me ha-ha..

Posts: 24 · Posted: Wed Apr 09, 2003 6:45 pm Post subject:

*update*

I just called i was on hold for about 4 minutes and the good news is they solved my problem!

I am trying to order a second ATA and line for my mother, so she can call her family back east for free. But I wanted it billed to my credit card. No problem just had to put it in my name and have it shipped here then I can take it over to her house. Maybe I can get my mom on the forum HAHHAHA. She still gets confused that she doesn’t have to dial up to the internet ever since I had her cable internet installed.

Posts: 27 · Posted: Thu Apr 10, 2003 8:08 am Post subject:

I've emailed customer service a few times and found them to be very responsive. I like the fact that whenever you email them, they assign a case# so there is a way to track whatever the issue is.

Personally, I hate calling any customer service. I'd much rather use email -- and Vonage seems to do very well with using email for this. Much better than most companies (my favorite is when you email someones customer service or tech support and 3-days later you get a reply saying "you need to call us for that).

Posts: 23 · Vonage Forum Associate Joined: Apr 06, 2003 Posts: 23

I agree Nasty. I've had so much better luck with emailing. Their pretty quick with their responses! Plus when you call I was always on hold way to long. I don't have time for that!

Posts: 83 · Posted: Thu Apr 10, 2003 11:05 am Post subject:

Normally I would agree. I've found that email is usually much better than calling.

However, in this case it would have taken maybe 30 seconds to solve this particular problem with a live person versus 4 days via misunderstood and miscommunicated emails.

I can make myself very clear in writing (I write documentation for a living) but email was not appropriate in this instance.

Papu Papu