| vonage support Vonage's support two years ago was horrible. Outsourced, hold times, etc.
However, about a month back my old ATA for one of my Vonage lines died. I called support and it was excellent. Definitely US or Canadian based, almost no hold time, and reps. were knowledgeable and empowered. Honestly probably the best support/customer service experience I've had with a big company in a while.
The first rep. ran a few tests, concluded with my box was dead (it seemed to have been going for a while - and have two other lines configured exactly the same to test it), it was well out of the 1 year warranty, but said they could ship me another one for $80 or I could purchase another one in a store (same $80) and get a $52 credit to my account on activation.
Bought one at best buy, called in again to get it activated, same type of excellent and knowledgeable support. Almost no hold time, had a few problems at first getting them to be able to see my new vonage ata on the server, figured out the issue with the rep. on the phone and he demonstrated significantly more knowledge than most tech support reps. I've talked to about networking, and didn't sound like he was reading off of a script. And he also confirmed the $52 credit was applied to my account (and was correct).
All in all, Vonage's current support doesn't even resemble what it used to be like. |
