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Vonage >>>Although the first tech was correct in his diagnosis and ultimately,



>>>Although the first tech was correct in his diagnosis and ultimately, it is not his responsibility to get your computer to play wav files correctly, he did sound a bit useless to you since he offered no solutions.

I completely agree with you that it is was not his reponsibility to make the .wav files work on my computer. However, in absence of any supporting information, he wouldn't have convinced me that it was my computer that was the problem. Here is the conversation I had with the first person.

Him: What is your account number?
Me: It is XXXXXXXXXXX
Him: What OS are you using?
Me: WinXP Pro SP2
Him: Do you have broadband internet service?
Me: Yes, I do.
Him: Describe the problem.
Me: Item A works, but Items B & C do not work.
Him: Since Item A works, then the problems with Items B & C is with your computer.
Me: What kind of problem?
Him: Your computer cannot do Items B & C, because Item A works.
Me: That's it?
Him: Yes
Me: Ok, I don't think you are right, but I will check everything. Thanks.
Him: Thank you for calling Vonage.

Barry took the time to check things for himself. He had me play the messages over the phone, he left messages on my voicemail, checked them for problems, and then convinced me that I had the problem. He then went the extra mile to correctly identify the problem and then went two miles more by telling me how to fix the problem. He used his database to help troubleshoot the problem and updated the database with the name and version of the software that was causing the problem so that other techs will have access to that information. That is the type of true customer service rarely seen now-a-days, and I am totally impressed with it.

>>>However, blaming Vonage for improperly trained techs on this case is going a bit far.

I rescind my assertion that Vonage improperly trains their techs. I will instead say that the first tech was as about as helpful as pockets on underwear. In my opinion, he didn't come close to exhausting his resources when compared to what the second tech did. He didn't even try. Isn't that what tech support suppose to do?

>>>I hope that you will be less convinced that the problem is with Vonage next time and more open to a host of other possible reasons why things are not the way it should be.

This not only applies to Vonage, but life in general. This was a very good reminder that I don't know everything and it may be that my equipment is faulty. After talking to Barry, I honestly feel terrible about my post. I will edit it accordingly.



Read The Full Thread:

Choppy Voicemail / Incompetent Customer Support


When I listen to the voicemail from the dashboard or from the email file, the sound
well that is the obvious answer. I assume you can play other wav files ok? one test
I have checked the messages using my laptop after forwarding it to a seperate email
UPDATE I talked to a very well-trainined service technician just now, and
I'd say that's VERY competent tech support there, especially considering that
So why did you have a problem with your laptop as well? Same video program?
Yes, I have the same video player on my laptop also. Yes, Barry gave very competent
boodoosey I have experienced similar annoyances with third party software
RealPlayer's particularly nasty about taking over a system and then staying

boodoosy posted ">>>Although the first tech was correct in his diagnosis and ultimately," on 09/24/2005

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1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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