Trinijoy
Premium
join:2005-09-12
Brick, NJ | PERFECTION
PERFECTION THAT'S WHAT EVERY COMPANY NEEDS. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
 ·Comcast
|  said by Trinijoy  :PERFECTION THAT'S WHAT EVERY COMPANY NEEDS. Vonage's customer service may or may not be any good. But news items like the Consumerists really don't shed any light on the issue. All this is is an anecdotal story of 1 customer. Any enterprise with 100's of thousands or millions of customers will have similar stories of customers who fell thru the cracks. On the other hand, customer surveys run by independent auditing organizations can shed light on the strengths or weaknesses of a customer service organization. In evaluating customer service capabilities, statistics is the name of the game - NOT an occasional horror story.
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Internet News
My BLOG
My Web Page
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La Luna
Surviving Ashraful
Premium
join:2001-07-12
Warwick, NY
clubs: | Name.....
.....one service related company that *NEVER* has customer related or billing issues.....ever.
*yawn*
Vonage works great. Sure get tired of the nitpicking to try and prove otherwise. |
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sullim4
join:2003-05-18
Redmond, WA
 ·Verizon FIOS
 ·Verizon Online DSL
·Comcast
| While I agree in this particular case that DSLR is nitpicking, there's a huge issue with Vonage that is getting zero press:
»Unable to view BILLING page in web acct
A large chunk of customers on the 500 min/month plan(including myself) have been unable to view our invoices or number of minutes remaining for over THREE WEEKS. Vonage acknowledges the problem but has been unable to fix it.
This lack of action has forced me to seek out other alternatives. |
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batterup
I Can Not Tell A Lie.
Premium
join:2003-02-06
Netcong, NJ
clubs: | Turn out the lights
the party's over. |
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coughlinjake
join:2007-08-26
Concord, NC
| reply to sullim4
Re: Name.....
oh brother. when they fix the issue, call in and demand credit for any overage charges, for crying out loud. they acknowledge they have a problem with the billing page, making monitoring your minutes impossible.
or stop being a cheapskate and just get a real dialing plan in the first place. |
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juanantoniod
join:2007-09-16
Los Angeles, CA
| I love Vonage!
I have had nothing but good experiences with Vonage. I do wish it had a couple of features, but overall it's a great alternative ($28) to paying $50 or more for landline POTS.
Of course, they are going to have a few dissatisfied customers, that's the name of the game in customer service, but overall they got high marks.
I hope they win all the suits, or at least settle them without having to go into bankruptcy, because I do not like the alternative VOIP providers out there and I especially like the number they gave me. |
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cableb4me
join:2002-03-09
Dunlap, IL
| Give 'em a break...Geez!
I was with Vonage for over 2 years before all their legal troubles. I had great customer service and solid voip service. I bailed and went and tried 2 other voip companies thinking Vonage was down for the count. I tell you this their service sucked! I went back to Vonage. |
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sholling
Premium
join:2002-02-13
Hemet, CA
| Sucky Service
I had Vonage for years. Twice I needed some support and the found Indians that make up their tech support department useless. I finally gave up and went back to Verizon. With bundle discounts and having to maintain a voice line anyway for DSL the price with unlimited long distance is about the same. I also found it un-amusing that when my father passed away that it took forever to get through to cancel his account and pay the final bill. I spent about an hour waiting to speak with someone.
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"Government is the great fiction, through which everybody endeavors to live at the expense of everybody else."
--FREDERIC BASTIAT--
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jester121
Premium
join:2003-08-09
Lake Zurich, IL
 ·surpasshosting
 ·ViaTalk
| A joke...
Keith is an idiot. Relying on e-mail as the sole source of communication with a company is a terrible idea. Spam filters get in the way, servers can be mis-configured, and a dozen other things can go wrong.
For a quick inquiry or to work on a service issue is one thing, but smart consumers know better than to rely on it for critical communications. |
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koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs: | oh?
funny what qualifies as front page news these days. details of some customer's complaint with a voip company as reported by another news site? zzzzzzzzzz |
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chisoxbull
join:2007-10-11
Scottsdale, AZ
| Poor Customer Service
About two months ago, I was going to add a line on the residential basic 0 plan in addition to my current line. The CSR in another country convinced me to take two free lines for two months with all fees waived and then in two months I can switch to the residential basic 0 plan. I have called about everyday for the past few weeks as well as emailed and have been told they are having computer problems and cannot change me at this time. They say they will in the future but not at this time. Well come on lets get a move on, I dont want to pay for unlimited outgoing calls at $24.99/month for two months just because your CSR's dont know how to use thier computers. I am now thinking of switching to a different service all together. Anyone have any ideas??  |
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mrmike714
join:2001-11-27
Vincentown, NJ | No Issues with Vonage
I have been with Vonage since they first started. I had have very few issues with them, They replace the phone modem for me when it burned out. I think the service is worth keeping |
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Tim2
Premium
join:2006-06-19
| My bad Vonage story
I had an odd experience with Vonage a few years ago. I canceled service, and was immediately billed around $50 for the adapter... with the provision I'd get the money back if I returned the adapter within 30 days.
Less than a minute after canceling, I got an email that said my 30 days had expired and I was stuck with the adapter. Well, shucks... that was quick.
I returned the adapter anyway... and then spent over a month convincing the company I'd returned it on time. I finally got that settled and was told I'd get a refund.
Another month passed without a refund showing up on my credit card. I checked into it and got a reply back: "The $50 has been applied to your Vonage account."
I wrote back, "As I no longer have Vonage service, I have no particular use for a $50 credit on my account."
Only then was the money returned to my credit card. As someone above said, that's just one customer's story and I could have been the only person in the world that ever happened to. |
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King P
Don't blame me. I voted for Ron Paul
Premium
join:2004-11-17
Inman, SC
·Windstream
·Charter Pipeline
| reply to sullim4
Re: Name.....
That's weird. I'm looking at my billing page right now. Maybe the problem is with HIS account...of course I can't speak for all Vonage users.
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Forget 'em, Support the Indies.
»www.ind-music.com |
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sullim4
join:2003-05-18
Redmond, WA | reply to coughlinjake
Please spare me the personal attacks. It's a legitimate problem and Vonage has had almost a month to fix it. Read the thread - it's not just me. |
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whocares
Premium
join:2003-07-26
..
| Thank U, a lot of GREAT info
Vonage Customer Service Problems
Now is not a good time to stir up trouble
03:12PM Saturday Nov 03 2007 by KathrynV
==============================================
Kathryn,THANK YOU a lot of GREAT information & links here,most is common sense, but also like the listing/links of companies, also
Jazzy,
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Some absorb information & learn, For some.information only goes in one ear & out the other. |
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vonage
join:2003-11-29
Parlin, NJ
clubs: | I worked @ Vonage...glad that is over. |
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jgkolt
Premium
join:2004-02-21
Lakewood, OH
clubs:
| quit picking on brt\itxxx VONAGE
as seen in the famous youtube video
QUITE PICKING ON ... Vonage
This is a voip provider that we may not be particularly fond of but they are so huge they represent the voip community in the states. If they go down it spells doom and gloom for the industry. So more power to them and lets let them work out their deals. I currently use my voip cell phone for everything and i dont need a home phone because of that but come on. Maybe they can partner with a cell company to use the vonoge network when at on on wifi voip and the cell network on the run. Just a thought.
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3 free for you/3 free for me: Free Stock Trades : PM Me |
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Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC
·North State Commun..
| reply to TKJunkMail
Re: PERFECTION
said by TKJunkMail :said by Trinijoy :PERFECTION THAT'S WHAT EVERY COMPANY NEEDS. Vonage's customer service may or may not be any good. But news items like the Consumerists really don't shed any light on the issue. All this is is an anecdotal story of 1 customer. Any enterprise with 100's of thousands or millions of customers will have similar stories of customers who fell thru the cracks. On the other hand, customer surveys run by independent auditing organizations can shed light on the strengths or weaknesses of a customer service organization. In evaluating customer service capabilities, statistics is the name of the game - NOT an occasional horror story. I completely agree. The Consumerist is nothing but a shock value e-rag where people who feel they have been slighted by an organization can point and say "See! I told you they suck!".
Have they EVER posted (or even requested for that matter) an official comment by a company? Probably not, because half the time the "Consumer" would come out looking like a fool.
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Pretty Fly for a White Guy™ |
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