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Phaedrus1313
New Forum Member
New Forum Member


Joined: Jun 09, 2005
Posts: 7

PostPosted: Tue Jun 28, 2005 12:37 am    Post subject: More on the RT31P2 / no dial tones / Vonage customer service Reply with quote Back to top

I promised I'd update this forum a few weeks ago. Here is the (admittedly very angry) email that I have just sent to Vonage. Customer support on the phone has been useless. Lest anyone claim otherwise, I am not a shill for a competing Voip service, though I am very ready to consider any other suggestions.

I have only XXX'd out my account number and last name.

----

Hello,

I am writing in reference to account XXXXXXXXXX.

I am also writing in reference to customer support incidents

2092664

and

2163559

Several weeks ago, I opened 2092664 after a SECOND incident of losing dial tone with my RT31P2 -- the
first incident was resolved with several hard resets of the router after being on the phone for a while
with technical support.

I reolved the second incident myself, and was told in 2092664 the following by one of your customer care
representatives:

<<
I have placed your device in a special debugging mode which will
transmit diagnostics information to our server. In the event that
another outage occurs we will be able to look at the log and determine
the problem. In the event we determine that it is a faulty device we
will be more than happy to replace it for you.
> >

So, a few days later when the device failed for the THIRD time (no dial tone, RT31P2 lists "router still
restarting" - I replied to incident 2092664 and let YOU know that theproblem had recurred and to use
your special diagnostics to inform me of the cause of the problem. Two days later I had received NO
ANSWER and emailed again, and still received NO ANSWER.

So I started a new case - 2163559 - and made sure to reply to the automated response. It is now the
following week - I STILL HAVE NO DIAL TONE since I am waiting for your debugging information, and I am
VERY VERY VERY ANGRY with being ignored by your customer service. If I do not receive a SATISFACTORY
reply and help IMMEDIATELY, I will be not only cancelling my Vonage service, but I will make a point of
using Internet blogs, word of mouth, and news outlets to warn others of the horrible experience I have
had so far with your so-called "customer care".

I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.

Please respond immediately.

angrily yours,
Lee XXX
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Jun 28, 2005 8:10 am    Post subject: Reply with quote Back to top

The only way I have jumped to second tier I guess you would call it, and is not necessarily recommended (but I was having the exact same issue) is to go in through billing, or sign up when calling the CS line...Oops, I got the wrong department can you transfer me...Again, it is NOT the best way to do it, but I have two Vonage lines, and when the service is down, I cannot work from home...
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otaku
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Tue Jun 28, 2005 10:41 am    Post subject: Reply with quote Back to top

Quote:
I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.


Is there any technical support department out there who meets those requirements? I've yet to find one!

_________________
--
Josh Hope
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Phaedrus1313
New Forum Member
New Forum Member


Joined: Jun 09, 2005
Posts: 7

PostPosted: Tue Jun 28, 2005 10:51 am    Post subject: Reply with quote Back to top

otaku wrote:
Quote:
I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.


Is there any technical support department out there who meets those requirements? I've yet to find one!


You make a good point. Now I'm thoroughly depressed. Cry

Lee
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