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assantisz
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Joined: May 19, 2005
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PostPosted: Tue Oct 04, 2005 11:10 am    Post subject: You guys are amazing Reply with quote Back to top

The OP of this thread complained about a miserable customer service experience with Vonage and instead of admitting that "yeah, Vonage really messed up here" you keep pounding that guy how _he_ did everything wrong.

Ees has a very good point. He decided to give Vonage a try and made that decision a last minute one. He understood that Vonage offers overnight shipping of the phone adapter and went with it. Where in the hey did Ees do anything wrong? He relied on Vonage's promises and was let down big time. Easy as that.
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Trowski
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Joined: May 16, 2005
Posts: 1389
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PostPosted: Tue Oct 04, 2005 11:35 am    Post subject: Reply with quote Back to top

I don't think people are pounding him...

i think that the beginning story made the issue seem ALOT more critical in the beginning, as opposed to what it really was. I even said that people make mistakes. It is human error. But to just assume it is because of an outsourcing overseas issue is a bit of a stretch. I have had John Smith in the NJ HQ misunderstand things....

Does ees's situation stink? Yes, of course.

_________________
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ees
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Joined: Oct 03, 2005
Posts: 24

PostPosted: Tue Oct 04, 2005 1:40 pm    Post subject: Reply with quote Back to top

galion wrote:
OK, I'm confused. When I decided to get Vonage I drove over to the nearest big box electronics store. Paid $35 for the adapter and the store gave me a refund slip to get my $35 back. Took the adpter home. Opened the box. Connected the adapter. Went to the Vonage site. Registered the adapter. Had a phone number and dial tone. I had a working number in less than 15 minutes from when I opened the box. 24 hours later I decided to add a toll free number. Went on the website. Clicked a few options. Less than 5 minutes I had a working toll free number. Never talked to a single human. So far ZERO issues since installation. When is the next flight to Vegas? I must be the luckiest guy on Earth.

As to the website. I will admit I looked at the Vonage website first and saw the units were available in stores as well as by website order. I checked the website of the two local stores to get availability and price. That is how I knew where to go.

I hate you had all these problems. I hope things work out. But, if you are a big electronics outfit then you should have had an easier time at this than me. Sometimes we take a left turn when we could have taken a right. I do it all the time. Sometimes my turn takes me the wrong way. And then I have to blow some steam, which sounds like what happened here.

I recently got messed up by some purchase I made with a major game distributor. Probably won't go back to them. But I doubt it will hurt there business. Oh well.

Here is what I think you will find in the long run. Voip will be the future. You may not stay with Vonage, but you will find Vonage to be around for quite some time, unless they get bought out as their customer base grows. (Please God, don't let Verizon buy them.) You will eventually go to Voip at your stores because it is the right economic decision or will be within the next five years. I may be wrong, but it is probably better than 50/50 you will be with Vonage. Either way, good luck. On the next store opening just drop by one of the retailers and be up and running in 15 minutes.

My confusion is here. You either had DSL or cable installed to be able to get Voip. When did you order it? If it was DSL, then that is probably where you got the other phones. If it was cable, then why not order the Voip when you ordered the cable? Of course, you may be using T1 or better. But then, you really did have to order in advance.

I wish you the best and I hope your store succeeds! It is always great to hear about a business growing rather than shrinking these days.


Thank you for understanding, We have POTS lines ordered from Southwestern Bell and Cable through Cox Communication.
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ees
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Joined: Oct 03, 2005
Posts: 24

PostPosted: Tue Oct 04, 2005 1:46 pm    Post subject: Re: You guys are amazing Reply with quote Back to top

assantisz wrote:
The OP of this thread complained about a miserable customer service experience with Vonage and instead of admitting that "yeah, Vonage really messed up here" you keep pounding that guy how _he_ did everything wrong.

Ees has a very good point. He decided to give Vonage a try and made that decision a last minute one. He understood that Vonage offers overnight shipping of the phone adapter and went with it. Where in the hey did Ees do anything wrong? He relied on Vonage's promises and was let down big time. Easy as that.


The ones that are 'pounding' me are the ones that either A: have never had to deal vonage's sales department and have something go wrong. B: Had to deal with Vonage's customer service reps because of an error on their part. Or C: Simply pick up their boxes at retail stores(home user) and rely on the internet not to make mistakes and not rely on voanges actual sales/customer service people.

If they had been in this situation, they would have felt the same way. They are in my oppinion Vonage dick riders. Period
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Trowski
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Joined: May 16, 2005
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Location: Putnam, CT

PostPosted: Tue Oct 04, 2005 1:54 pm    Post subject: Reply with quote Back to top

A)Wrong-my replacement router experiences was a mess

B)Wrong-again, as they just tried to charge me $99 for returning of a replacement saying it was not returned.

C)Wrong-Ordered my service online about a year ago, activated the second line about 9 months ago.

Vonage usually will overnight a replacement router. But usually they don't overnight the startup. If it was after 3:00 most likely it would go out the next AM. Also, rarely do they do Saturday shipments.

As for your other comment, hardly a rider. Just the glass is half full, not half empty.

Did the CS have issues? Obviously. BUT, it was a last minute decision, and even the best plans can go haywire.

_________________
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ees
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Joined: Oct 03, 2005
Posts: 24

PostPosted: Tue Oct 04, 2005 1:59 pm    Post subject: Reply with quote Back to top

Trowski wrote:
A)Wrong-my replacement router experiences was a mess

B)Wrong-again, as they just tried to charge me $99 for returning of a replacement saying it was not returned.

C)Wrong-Ordered my service online about a year ago, activated the second line about 9 months ago.

Vonage usually will overnight a replacement router. But usually they don't overnight the startup. If it was after 3:00 most likely it would go out the next AM. Also, rarely do they do Saturday shipments.

As for your other comment, hardly a rider. Just the glass is half full, not half empty.

Did the CS have issues? Obviously. BUT, it was a last minute decision, and even the best plans can go haywire.


Last minute plans do go haywire, but trusting in a company that is suppose to be a leader in Voip to get a adapter out 'NEXT DAY' should not be an issue. If I would have known this adapter would not be delivered next day, I simply would have waited till the next store. Vonage might have great service, but how would I know, their sales and customer service people ****.
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Trowski
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PostPosted: Tue Oct 04, 2005 2:02 pm    Post subject: Reply with quote Back to top

Better luck next time...

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jnuzzi
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Joined: Feb 02, 2005
Posts: 216
Location: Orlando, FL

PostPosted: Tue Oct 04, 2005 2:46 pm    Post subject: Re: You guys are amazing Reply with quote Back to top

ees wrote:
They are in my oppinion Vonage **** riders. Period

Who sounds like the 12 year old kid now?

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taylor2767
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Joined: May 05, 2005
Posts: 400

PostPosted: Tue Oct 04, 2005 2:50 pm    Post subject: Reply with quote Back to top

Enough...enough.......b4 I bust a gut here Very Happy Very Happy ....................
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ees
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Joined: Oct 03, 2005
Posts: 24

PostPosted: Tue Oct 04, 2005 3:05 pm    Post subject: Reply with quote Back to top

Trowski wrote:
Better luck next time...


Which is exactly what I expect to hear when a company does something wrong. "whoops, better luck next time"
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