Jeffrey
too dark too early
Premium
join:2002-12-24
Dix Hills,NY
clubs:
 ·Optimum Online
 ·Verizon FIOS
 ·Vonage
·magicjack.com
| reply to TKJunkMail
Re: Customer support typically nonexistent when price is cheap
said by TKJunkMail  :Is anyone surprised by this? When a company puts out a product at a very low price point, customer service is usually of very poor quality. Customer service and the employees needed to staff it are expensive. And Vonage spends all its money on those annoying TV ads. They have nothing left over to hire people to answer the phone. You get what you pay for. The only thing I'm suprised about is the people cancelling Vonage. While I have had the occasional hiccup a few times a year, and the annual outage of 5-10 hours on a given day, Vonage has been excellent for me in every aspect. Call quality, price, features. It has passed the "Mom and Girlfriend Test" with flying colors, after the initial issues I had when I setup the Motorola ATAs on my network, which in all fairness, were due to my errors.
The biggest obstacle in the beginning was the quality of my Optimum Online connection. Latency was a bit high, and I had some water damage at the tap causing some drops, which obviosuly effected everything on the LAN, including phone calls. Once that was fixed (by CV), the quality of the Vonage calls were much, much better (nearly perect), and after switching to Fios, I haven't had any issues at all with the quality of the call.
That being said, I ahve never had to call Vonage customer support to cancel. A less-than-technical friend who called Vonage when I was on vacation 2 years ago found their customer support to be horrendous, and they too, had a problem cancelling. (My friend insisted it was Vonage at fault, and not a 30 year old outside splitter feeding the cable modem.)
Regardless, if people want to cancel, any company needs to make that easy.
--
"When you get lost in your imaginatory vagueness, your foresight becomes a nimble vagrant."
[Ramblings] [RIP Millie 1993-2006]
|
mobbo
join:2005-04-13
Denton, TX
·Verizon FIOS
| I loved their services and never had an issue (issues were always my ISP, not Vonage). But I just realized how seldom I used it and just didn't need it anymore. I experienced the same crap... on hold forever and the looping torture voice.
If they wish to require phone cancellation, then it means they want someone to speak with me about staying maybe for a lower price or plan. But who in the WORLD would want to stay after being treated like that. If it was a quick process, I would have considered staying for a lower price since I don't use it so much but it's nice to have... but I wouldn't even consider that after that ordeal. |
