Vonage Support - Does it exist ???

Posts: 9 · New Forum Member Joined: Feb 15, 2005 Posts: 9

Has anyone EVER gotten a response from Vonage Support if you use their online form to report a problem??

I've got a line not working and cannot get ANY response.

They offer two options, phone or fill out a form.

I have used the phone. If you care to go through level after level of options you eventually get an offshore "technician" who usually knows nothing about how to resolve anything beyond their top ten FAQs. I had to repeat my phone number FOUR times before it was understood correctly. I have no problem with people not knowing English except when I'm dealing with a company selling its services to me in the USA.

Using their web form, I have NEVER gotten a reply.

In my opinion, Vonage Support is the WORST I've encountered and their attempt to keep customers at arm's length is very discouraging.

Posts: 31 · Vonage Forum Junior Joined: Aug 13, 2005 Posts: 31

I agree. Although im a happy customer support is horrible. If i ever see a better deal, I am switching.

Posts: 9 · New Forum Member Joined: Feb 15, 2005 Posts: 9

Apparently I was just being impatient. A week after submitting the web form for support I have in fact gotten a response.

When it works, it's great. When you have trouble, well.....

Posts: 3 · New Forum Member Joined: Jul 21, 2005 Posts: 3

Done

Posts: 31 · Vonage Forum Junior Joined: Aug 13, 2005 Posts: 31

Mrfletcher wrote:

I've been trying to contact support for the last week. E-mails haven't been answered, I cant even get thru to support by calling their 1-800 number.Where's the 24hr support thats supposed to be included in the package?????

Yes, We know. There support is horrible :S.

Posts: 80 · Vonage Forum Senior Joined: Jun 24, 2005 Posts: 80

Mrfletcher wrote:

I've been trying to contact support for the last week. E-mails haven't been answered, I cant even get thru to support by calling their 1-800 number.Where's the 24hr support thats supposed to be included in the package?????

Try this # 1-866-243-4357 you are looking for support and get a "offshore" tech just ask to go to the US.

Yes Vonage is there 24/7 Phone Support. Oh BTW if you are emailing Tech Support there is quite a few emails, so it might take a little time. Oh yea some of the Tech/Care Rep troll this forum to help people when they can, just keep a look out.

And if you still not happy read my sig...

Posts: 1 · New Forum Member Joined: Aug 30, 2005 Posts: 1

What 24 hour support. It is just a gimmick to get people to sign up. I have tried twice to contact support via e mail and voice. Both times there was no satisfactory support. The voice attempts were useless because I could not understand the person on the other end of the line nor could she understand me. As far as the e mail attempts, the first time I sent three messages with no response until over a week later I get a message asking if I got my system working. The second time I have sent two messages with no response. I cannot believe Vonage has the gall to advertise any type of service let alone 24 hour service.

I am planning to switch to a new provider when I find a one that truly takes it customers concerns seriously, not just offering lip service.

Posts: 3 · New Forum Member Joined: Jul 21, 2005 Posts: 3

846reg,
I agree with you 100%.

Posts: 80 · Vonage Forum Senior Joined: Jun 24, 2005 Posts: 80

846reg wrote:

I am planning to switch to a new provider when I find a one that truly takes it customers concerns seriously, not just offering lip service.

Posts: 18 · Posted: Wed Aug 31, 2005 4:23 pm Post subject:

I have to disagree with this thread.

I have had to call Vonage reps for help 3 times:
1) .No voice after 15 minutes
2) A dead RT13P2 (it is a terrible piece of equipment)
3) Activation of a replacement RTP300

In each case I have gotten a knowledgable person, have not had to wait for them more than 20 seconds, and they solved my problem (or at least pointed me to a solution). I say it is reasonable teck support!

David