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!".
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