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kmt
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Joined: Jul 17, 2005
Posts: 2

PostPosted: Sun Jul 17, 2005 10:54 am    Post subject: Phone 1 dies, my venture into their phone support Reply with quote Back to top

Ok, let me preface this post with the following information. First, I have the standard linsys 2 line wired router that comes with the online activation of my Vonage account. I've had Vonage now for several months and have been very happy overall.

Long story short my router mysteriously stopped giving dial tone on line 1 and no incoming calls came in. Being the technical guy I am i pulled its plug and power cycled it multiple times. I also used the reset button to try and get the darn phone port working. After an hour or two of trying to get the darn thing to just plain work, I gave up. My wife is pregnant and not having a phone is a bad idea. So, I go to bestbuy and pick up a nifty wireless version, WRTP54G, and give it a go. After bringing it home I got adventerous and went to the www.vonage.com/activation link, that isn't all that well documented. At this site I had two options, add a line or activate a new account. I wasn't dissuaded by my lack of choices so I chose the "add a line" option. Next screen was a login, then after the login it was smart enough to realize that I may just want to "transfer' my settings to this new router. To my amazement that went without a hitch. While all this was happening I realized that it allowed you to select which port you would like to activate service on. I got to thinking, why can't I use this area of their website to activate the usable Port 2 on my old router that seemingly has no issues? Well, I went to enter the MAC address and WAM - "Not a valid mac" those crafty devils keep record of which MAC addresses are already in their systems, so I decided to call their support line....


It started off simple enough, some phone options. But as I got further and further into the menus it seemed like i wasnt going to get to a person, especially when I had to listen to a recording about how I should be rebooting the unit step by step. Well, I'm not average joe user so I started pressing '0'. The first time i pressed it, it just started playing the previous menu over, the second time it took me to a woman in calcutta. It may not of been calcutta, but she was foreign for sure. Long story short, she couldnt hear me so she hung up. Ok, so i went for attempt number 2. This time i got an english speaking person after feverishly pressing '0'! Unfortunetly this guy did not have the ability to make account changes so he transfered me back to calcutta, to the very same lady, and she let me give her the entire spiel before she informed me that her supervisor has to ok this change. After a few moments she said her supervisor says its ok, but she has to transfer me to someone who can make the change. What the heck??? how many levels of bullcrap do you have to go through to get the person who can make a simple account change?!? So then starts the extended wait, and to their credit it was about 10 minutes. The sad thing i noticed is that every time they transfered me the line got quieter to a point where i was SHOUTING at the final guy because i could barely hear him and he could barely hear me. The last guy did make the changes and I'm now about to test thing. Here is the moral of this story:

DO NOT GIVE UP on their phone system, although its severly flawed.

Vonage: Do not pull a dell and require that someone be transfered 5 times to get a simple change made. Give everyone of your operators a procedures/esculations chart that shows where a call should be directed. I give your phone support a D-, it would be an F but the issues was seemingly resolved after 2 phone calls.
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dabones
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Joined: Jan 31, 2005
Posts: 508
Location: London, ON (519) & Columbia, SC (803)

PostPosted: Mon Jul 18, 2005 11:28 am    Post subject: Reply with quote Back to top

I called in last week and got through in about 5mins, got soemone who learned English as a first language, and he helped me no problem, all I wanted to do was transfer from line 1 to line 2, and I asked him, he said ok, we can try that, he did it, then had me wait (not on hold) and we tried it, it worked, I said thanks, and goodbye..

hit and miss eh..

_________________
Using Vonage (RT31P2) since Jan 05
on Rogers Cable -- 1M/256K

** Notice, GrandCentral.com has been purchased by google.. they are now 'invite only' .. PM me if you would like an invite..
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dbirdman
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 09, 2005
Posts: 10

PostPosted: Mon Jul 18, 2005 12:44 pm    Post subject: Re: Phone 1 dies, my venture into their phone support Reply with quote Back to top

kmt wrote:
But as I got further and further into the menus it seemed like i wasnt going to get to a person, especially when I had to listen to a recording about how I should be rebooting the unit step by step. Well, I'm not average joe user so I started pressing '0'.

I'm a two-week user, and have had occasion to call support 3 times (one of my two linksys adapters went bad, and it took awhile to boil it down to replacement needed). I can't say that the long holds were fun, but I did not find the menus difficult at all. You press 2 because you are an existing customer, then 5 for repair help, then an appropriate one of the next set for your particular problem.

You get a message telling you the likely wait time (which was underestimated a bit), and you wait it out. Yes, during that time, you get the message about trying rebooting, but that doesn't require any action on your part. I'm guessing from the rest of your message that hitting 0 just made things a lot worse, taking you away from the people who might have been able to take care of you directly. Certainly each of the 3 people I talked to on my 3 calls was able to change a phone port, and did so as part of trying to figure out what was wrong with my adapter.

I got India support once, and US support twice. Communication with India was not as easy, but it was adequate.
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kmt
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Joined: Jul 17, 2005
Posts: 2

PostPosted: Mon Jul 18, 2005 1:33 pm    Post subject: Reply with quote Back to top

Ok, so I vented more then infromed in my post. I'm sure during week days, and non peak times, it is easy to contact support. The problem was fixed and life went on.
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jasonbuck
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Joined: Jul 19, 2005
Posts: 3

PostPosted: Tue Jul 19, 2005 9:55 am    Post subject: Reply with quote Back to top

I also think it would be much more helpful if Vonage allowed customers to log their own tickets over the web, after guiding them through a problem/resolution wizard, rather than having "have you restarted, checked upload speed, broken phone, etc" repeated over and over. I know it would save a lot of time and resources (on both sides) and result in less frayed nerves.
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mundy5
Member of the Week
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Joined: Feb 28, 2005
Posts: 1179

PostPosted: Tue Jul 19, 2005 10:17 am    Post subject: Reply with quote Back to top

jasonbuck,

I can understand your frustrations at this time. However, your solution to permit customers to open their own tickets is also a pandora's box.

It would work great if only those who are computer literate and technically savvy are the ones opening the ticket. But unfortunately, the vast majority of the customers will not be so.

As a result, they will most likely open ticket after ticket for problems that could easily be solved. In other words, it would create a bottle neck and in turn, Vonage would most likely be unable to go through all the tickets.

If what I have read in the forum is true, they are already having trouble finding solutions to the tickets opened by their own CS agents. Imagine how much more difficult it would be if customers were permitted to open their own tickets.

I think in a perfect world, I would concur with your suggestion. But with technology in flux and with people ignorant of the changes in technology, IMHO, it would be disaster waiting to happen.

_________________
St. Louis, MO
Vonage Customer from February 2005 to May 2010
ISP: Charter
Router: Linksys RT31P2 (blew up during electrical storm)
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