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nmstough
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PostPosted: Mon Dec 12, 2005 5:36 pm    Post subject: why not chat support? Reply with quote Back to top

I had a problem recently with my Vonage service. After calling in using my line, the tech. changed my phone port. Of course after rebooting, nothing worked. Now comes the problem. I do not have another phone line to debug the situation. I have to borrow someone's mobile in order to contact them and then pay connection charges. This has infuriated me every time it happens. Why doesn't Vonage have an online chat technical support for people like me so that we can get help using our internet connection? It is absolutely ludicrous that you have to find some other phone to call and wait in their absurdly long queues to reach India.
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scerruti
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PostPosted: Mon Dec 12, 2005 6:52 pm    Post subject: Reply with quote Back to top

We discussed this quite some time ago, here is a link to that thread.

My suggestion was that since many times support's first suggestion is rebooting your router and since the primary configuration routes all traffic through your router, most chat sessions would be killed just as they were getting started. Other theories were also floated.

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slypher
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Posts: 21

PostPosted: Tue Dec 13, 2005 8:40 pm    Post subject: Reply with quote Back to top

online technical support (chat) is coming very soon, this ought to be very interesting. especially when they ask you to reboot, i wonder if you can get the same tech back?

S-
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KDWycha
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Tue Dec 13, 2005 9:00 pm    Post subject: Reply with quote Back to top

slypher wrote:
online technical support (chat) is coming very soon, this ought to be very interesting. especially when they ask you to reboot, i wonder if you can get the same tech back?

S-


hehe...i fell for that once when online with tech support. I was on my Vonage line and he told me to reboot my router. No more tech Sad I called again another time and transfered the call to a cell phone before rebooting Smile

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Kevin Wycha
Vonage Subscriber Since: Jan 17, 2005
Linksys RT31P2 Router/ATA
Motorola SB5100 Cablemodem
Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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nmstough
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PostPosted: Wed Dec 14, 2005 1:32 pm    Post subject: Reply with quote Back to top

It just seems to me that this whole process of customer support is fatally flawed when it has to rely on using a phone outside the Vonage system. It would seem to me that they could design the chat system to reconnect to the same session using the IP address, which is ordinarily kept the same even after rebooting the router. Or provide link back to the same technician when reconnecting the chat. I simply cannot stand being left stranded without phone for extended periods while I go round up another phone to wait in another phone queue only to be routed to India where most of the incompetence lies anyway.
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KDWycha
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PostPosted: Wed Dec 14, 2005 2:05 pm    Post subject: Reply with quote Back to top

I suppose they dont have chat support because people like myself would get on there and say "Is this the cybersex room?" and other comments such as that Razz

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Kevin Wycha
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Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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DallasFlier
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Joined: Mar 03, 2005
Posts: 277
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PostPosted: Wed Dec 14, 2005 2:48 pm    Post subject: Reply with quote Back to top

Heck, they should just "announce" that they now offer live chat support. Its not like they'd actually have to provide it or anything! After all, they already claim to offer email support, right?

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NateHoy
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PostPosted: Wed Dec 14, 2005 3:08 pm    Post subject: Reply with quote Back to top

DallasFlier wrote:
Heck, they should just "announce" that they now offer live chat support. Its not like they'd actually have to provide it or anything! After all, they already claim to offer email support, right?


(snicker) Good point.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
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KDWycha
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PostPosted: Wed Dec 14, 2005 3:14 pm    Post subject: Reply with quote Back to top

DallasFlier wrote:
Heck, they should just "announce" that they now offer live chat support. Its not like they'd actually have to provide it or anything! After all, they already claim to offer email support, right?


They could setup some sort of webbot. You think your talking to a live person but your actually typing to a stupid scripted bot. It can say random things like "Have you tried resetting your router?" "Do you have your phone plugged into phone port 1?" for example Brush Teeth

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Kevin Wycha
Vonage Subscriber Since: Jan 17, 2005
Linksys RT31P2 Router/ATA
Motorola SB5100 Cablemodem
Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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VonageTPA
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Joined: Jul 11, 2005
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PostPosted: Wed Dec 14, 2005 3:20 pm    Post subject: Reply with quote Back to top

KDWycha wrote:
DallasFlier wrote:
Heck, they should just "announce" that they now offer live chat support. Its not like they'd actually have to provide it or anything! After all, they already claim to offer email support, right?


They could setup some sort of webbot. You think your talking to a live person but your actually typing to a stupid scripted bot. It can say random things like "Have you tried resetting your router?" "Do you have your phone plugged into phone port 1?" for example Brush Teeth


How do you get it to respond like the Level 1 techs in India? "Tank Yuuu for calling Wonidge?"

_________________
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Total Minutes since Jul 24, 2005: 25,552 minutes
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