absolutely disgusted with support service

Posts: 3 · New Forum Member Joined: Jun 06, 2005 Posts: 3

WHAT is going on down there?!
today we had a very severe thunderstorm, and even though Id unplugged the comp and routers, the guest house computer was left on, sooooo when a massive powerspike hit, energy surged along the LAN lines and fried my router. Im like ok well this **** but hey I know, ill go use the neighbors phone and have Vonage send a new router.
welp after going through a ridiculous maze of "idiot testing" options I finally got to talk to what I assume is their outsourced-to-india tech center.
its bad enough trying to explain that I have already been through the reboot proceedures and reset protocols and that Im completely confident that the router is fried,
but when they FINALLY stop asking me the15 min of qualifier questions they transfer me to tech to send me a new router.....
so I wait,
listening to the asinine tips and advert recordings...
i wait....
FORTY min I wait.....

finally the muzak stops

.....nothing...dialtone...

this happens THREE TIMES. IE I WASTE two hours trying to get a new damn router, watching the sunlight fade and with it the time I needed to work on my car.
the FOURTH time I call billing, explain the situation and they transfer me "directly to tech" same damn thing happens. so ANOUTHER hour of my time wasted and I didnt get to speak to a SINGLE person that could help me.
when I first recieved Vonage, they had sent me a dead router, I talked to a honest to god english speaking person and it was a painless operation that took all of 25 min to get a new one shipped,

in less than two months their tech has turned into total dung. If I dont talk to a living breathing person by tommorow im done. there is not a single excuse for such sloppy customer service.

Posts: 183 · Posted: Mon Jun 06, 2005 9:56 pm Post subject:

I can identify with your frustration with Vonage support. I've spent a lot of time listening to their distorted music on hold. But I found out that when the music stops (Oh what a relief) that doesn't mean you've been disconnected. After hanging up several times after 40+ minutes, I once waited through the peace and quiet and someone finally answered.

But that doesn't mean they are going to help you.They have a number of very good techs,but they seem to have a lesser number of shall we say less than good ones too. You have to be lucky!

There are a few Vonage techs that read the forums and they offer to help where they can.

Posts: 215 · Vonage Forum Master Joined: Nov 24, 2004 Posts: 215

PM me your account info .. if u do it by 5PM Ill have you a new router by tomorrow @ 1030AM

Posts: 183 · Posted: Wed Jun 08, 2005 7:57 pm Post subject:

jdr30 wrote:

PM me your account info .. if u do it by 5PM Ill have you a new router by tomorrow @ 1030AM

shanestainton: You see what I mean? These guys are super!

Posts: 91 · Vonage Forum Senior Joined: Mar 08, 2005 Posts: 91

shanestainton:

While you are waiting for the new RT, Go to the site of your cable modem manufacturer, and find out how to connect a new router to it.

Cable modems "remember" the first router, and when a second router is plugged into it, it will not work, it searches for the "old" router.

If you call CS, and ask for help, they are stuck on thinking about the Lynsys RT, and are unable to think beyond the RT If a problem exists with the cable modem not recognizing the new RT, the problem has to be the RT.

The people you get at first are mostly newbies, reading from a service manual to help you. It is not their fault; but they are not trained to think outside the training manual for solutions.

You can imagine my frustration when I could not get past those guys. My telling them EVERY time that I had already did ipconfig and release, and restore did not compute with them. They kept on telling me that THIS TIME if I did the same as I had done six times previously, I would get a different result, THIS time.

For that, you need a Tier Two Tech, or a PM to jdr30 to help you reprogram the cable modem to recognize the new router.

I had the same problem, Read what mundy 5 wrote to me. http://www.vonage-forum.com/sutra32471.html#32471

That worked for my cable modem, it may work for you