Everybody wants to be so quick in trashing Vonage for their customer/tech support service, but there are some of us that do have good experiences!
Is there an email address, phone number etc that we could report to when someone goes above and beyond to help? The tier2 tech I had today spent a good long time with me trying everything to get a dialtone up on my RT31P2, even bringing a MN-700 into the mix, which worked until I get a new adapter.
I know Adelphia has an email, is there anywhere we can report a job well done to?
Just send it to the usual Customer Care ( http://www.vonage.com/help_contactUs.php ). Put in the rep's name and they'll be recognized, however briefly, for doing what they're supposed to do. They route those to the supervisor pool and it trickles back down.
Everybody wants to be so quick in trashing Vonage for their customer/tech support service, but there are some of us that do have good experiences!
Is there an email address, phone number etc that we could report to when someone goes above and beyond to help? The tier2 tech I had today spent a good long time with me trying everything to get a dialtone up on my RT31P2, even bringing a MN-700 into the mix, which worked until I get a new adapter.
I know Adelphia has an email, is there anywhere we can report a job well done to?
I, too, had a positive experience with getting CS. I had been out of the forums for a while, then came a need to call CS and I was dreading it. These last couple times I waited less than 5 minutes, so I was pleasantly surprised. I don't know if they've finally ramped up staffing enough, or I just got lucky on my timing. In any case, I was pretty happy about it.
Trowski Vonage Forum MVM
Joined: May 16, 2005 Posts: 1389
Location: Putnam, CT
My Vonage support experience was decent at best when I called regarding my 1 day old dead ATA.
I had trouble communicating with the Indian CSR and it was difficult to get across to her that I couldn't check addresses and settings because it wouldn't even power up. She eventually sent me a new one, but it was a rough road getting there...
My call to tech support yesterday was awful - that is until I got to tier 2 support after which I had excellent service.
After a 15-minute wait, a guy in India picked up, asked me for my acct info, and then... got me disconnected!
Second try ... after about 15 minutes on hold, a lady in India picked up... her baby was crying in the background; lady was talking to me when she could afford to -- that is when her baby was not crying. (I felt bad for her and the baby!) At any rate, she then "tried" to get me to tier2... she stayed on the line after tier2 picked up and the lines were crossed with a lot of delay, noise and static in the background; yes, you guessed it baby was still crying on the line! Tier2 then asked me for a phone number where he could call me back.
Once I was on the line with tier2, it was fabulous from there and my issue got handled timely and very professionally.
Vonage needs to fix 3 main things: 1. Tier1. 2. Have some "sign of life" in answering emails sent to them when a customer needs their help to fix "their" problem. 3. Be reminded that they are in the SERVICE business.
Love my Vonage and hope my calls to CS are very, very, very rare!
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... after about 15 minutes on hold, a lady in India picked up... her baby was crying in the background; lady was talking to me when she could afford to -- that is when her baby was not crying. (I felt bad for her and the baby!) At any rate, she then "tried" to get me to tier2... she stayed on the line after tier2 picked up and the lines were crossed with a lot of delay, noise and static in the background; yes, you guessed it baby was still crying on the line! Tier2 then asked me for a phone number where he could call me back.
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