Re: Vonage:Terrible Customer Service in VOIP Tech Chat http://www.dslreports.com/forum/r6586214 en Mon, 30 Nov 2009 10:19:45 EDT Mon, 30 Nov 2009 10:19:45 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6824011 prestonlewis : Hmmm. Let's see. I save over $200 per month using Vonage instead of Chester Telephone. Chester Telephone answers their phones instantly but that would cost me $200 per month. Vonage might not answer me for a week but I save $200 per month. If Vonage goes down for a while, I just use my Packet 8.

No brainer for me. If you want Red Lobster service, stick with the POTS companies and pay the bucks. If you have a McDonalds budget, stick with Vonage and put up with the minimum wage employees that never get your order right.

I went to the KFC drive though yesterday and ordered Diet Pepsi with my meal. They gave me Dr. Pepper and I didn't find out until I was 5 miles down the road. Sure, I was pissed off, but hey that's what you get when you're saving money.]]> http://www.dslreports.com/forum/remark,6824011 Mon, 12 May 2003 18:25:35 EDT Re: successful resolution http://www.dslreports.com/forum/remark,6823913 ggmorton : I'm glad that Vonage got it straightened out for you in the end. ]]> http://www.dslreports.com/forum/remark,6823913 Mon, 12 May 2003 18:13:05 EDT successful resolution http://www.dslreports.com/forum/remark,6823565 mrkook : Well I would like to say I did get this resolved to my satisfaction, in the end, when I finally did talk to a manager (Melanie) and explained everything that had happened I got all my money back, a 30 day free trial, and my original vonage number transfered over to a new account. ]]> http://www.dslreports.com/forum/remark,6823565 Mon, 12 May 2003 17:30:07 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6613577 Birk : Nothing is up with this.
If you dislike the service, why not cancel?
I figure the fewer complainers we have, the better it is fot the rest of us, please call and cancel if you are unhappy.
Birk]]> http://www.dslreports.com/forum/remark,6613577 Sat, 19 Apr 2003 16:15:56 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6612568 dwightbarbou : TERRIBLE is CORRECT!

Tier 1
Called tech support last Wed for an issue, he didn't understand the 'call forwarding options'. I had to walk him thru accessing the settings and the options!

Tier 2
Eventually he sent me to second tier. I did the same thing. I read the current setting right from the web site. Walked him thru testing it twice. (Normally it is the technician walking the customer thru test cases!)

He escalated the call and said I should hear from a technician within 24 hours. I called back after 24 hours and left a message for him to call me. He has never returned my call and has not emailed.

A two day delay would have been understandable, but NOT four days. Can you imagine calling the water company and they say "we'll get back to you in 4 days or so". Even Verizon doesn't do that!

Tier 3
Four days after the beginning of this issue, no resolution, but heard from tier 3 via email... he re-stated the setting, which is what I have been reading to Tier 1 and Tier 2.

Obviously, he things his Tier 1 and Tier 2 are idiots. That's sad!

The tier 3 guy made a call to test the settings, KUDOS for that! However, what he didn't realize is that the setting and what actually happened DO NOT MATCH!

What's up with this? ]]> http://www.dslreports.com/forum/remark,6612568 Sat, 19 Apr 2003 13:40:13 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6599034 anon : Sporkme,

Bingo.

Could you drop a line to voicemail@vonage.com and put [vonage.com #41431] in the subject line? (Include your phone or account number if you would.) If they can see it's not just me, and can combine what we've told them, perhaps we can get some resolution on the issue.

Thanks!]]> http://www.dslreports.com/forum/remark,6599034 Thu, 17 Apr 2003 21:53:26 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6598900 sporkme : Yep. Same thing. Also get it when recording my greetings.

The way I'm dealing with it is to talk VERY LOUD. I think it's threshold for what construes "silence" is set too high.]]> http://www.dslreports.com/forum/remark,6598900 Thu, 17 Apr 2003 21:39:34 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6596529 anon : Sporkme...

If you try to leave yourself a voicemail message what happens? (By calling your Vonage #) Does the VM system interrupt you with 2 single tones and tell you your message was canceled?

If so, I think you may also be running into an issue I'm having with my VM as well. (And Vonage can't reproduce).

Post back if you would, we should compare notes.]]> http://www.dslreports.com/forum/remark,6596529 Thu, 17 Apr 2003 17:07:54 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6596076 sporkme : After maybe 6-7 months of having Vonage, I finally needed to contact support yesterday. I had my number forwarded, so I had not gotten around to recording a greeting on the new VM system. This gave me problems. On multiple phones, I had to cup my hands around the microphone when recording or the VM system didn't "hear" me and would cut me off mid-sentence.

And when playing back via the web, the volume is an order of magnitude lower than all other audio sources. On my laptop, it's almost inaudible with the volume all the way up.

So I emailed "voicemail@vonage.com" and included my account number in the subject line. About 4 hours later I had a reply from a rep asking for the VM PIN and for me to leave a few sample messages in my mailbox.

We shall see how this goes. As everyone has said here before, it seems you get faster service with an account number in your subject line.]]> http://www.dslreports.com/forum/remark,6596076 Thu, 17 Apr 2003 16:23:52 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6594211 eedouble : I cancelled my vonage service last month for similar customer service issues.

I have went back to bell and I am very happy with it.
Just press 0 and I can speak to a human in seconds.

I sold the ATA on ebay so I didn't lose much money on vonage.]]> http://www.dslreports.com/forum/remark,6594211 Thu, 17 Apr 2003 12:51:53 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6587882 gatzdon : In all honesty, this is one case where I would write the letter to Vonage describing the situation, spelling out how it inconvenienced you (new phone number, lost voice mails, need to distribute new number to everyone, time without phone service, etc...).

I would specifically ask for a couple months credit to your bill for your troubles. Vonage has set a precedent for such action in the past and I would not be surprised if you do get it. The only problem I see is getting the right person to read your letter.
--
If at first you don't succeed, destroy all evidence that you even tried in the first place!]]> http://www.dslreports.com/forum/remark,6587882 Wed, 16 Apr 2003 18:53:52 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6586482 mrkook : No I actually got a new number from vonage. The only way to get reconnected at this point is to sign up for new service, but they can transfer my previous number.

K]]> http://www.dslreports.com/forum/remark,6586482 Wed, 16 Apr 2003 16:18:24 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6586214 WhyADuck :
said by mrkook See Profile:
If you read my post you will see that I am not just talking about responsiveness, I am talking about:
1. disconnected service by mistake
2. the inability to reconnect service (yes its true, they can't reconnect service once they've terminated it)
Just curious, did you by any chance have a number that was ported from a Baby Bell? If so then unfortunately Vonage is probably telling you the truth - even if it was their mistake, once they have released that number, the Baby Bell has the right to reclaim and reuse it. Baby Bells occasionally make somewhat similar mistakes (there have been cases where two customers were assigned the same number!) but you don't usually hear about them. Anyway, this is one of the glitches of number portability.

Did they by any chance offer to reconnect you, but with a different phone number?]]> http://www.dslreports.com/forum/remark,6586214 Wed, 16 Apr 2003 15:45:26 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6584725 mrkook : If you read my post you will see that I am not just talking about responsiveness, I am talking about:
1. disconnected service by mistake
2. the inability to reconnect service (yes its true, they can't reconnect service once they've terminated it)
3. double billing
4. verbal promises of a return phone call from a manager and then never hearing from anyone.

No doubt they are responsive to issues that they can solve, but if they cause a problem they are quite willing to leave you out to dry.

K]]> http://www.dslreports.com/forum/remark,6584725 Wed, 16 Apr 2003 12:53:19 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6578068 Cam :
said by rwwlaw See Profile:
Some people around here really expect toooooo much. Try calling Verin DSL, NOW that's poor customer service.....


I agree completely. I love my Vonage and have had relatively good customer service response from them. I had Southwestern Bell and it really sucked! I still think Vonage's customer response time could be improved...I also think they are working on it.

I have Vonage and would still recommend it to a friend.]]> http://www.dslreports.com/forum/remark,6578068 Tue, 15 Apr 2003 18:46:00 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6577066 rwwlaw : I have had nothing but great experiences. They always respond to my email same day. I have even had emails from them on their Blackberry's. They also read this board to see what is going on. I know this because I received an email asking if everything was OK. Some people around here really expect toooooo much. Try calling Verin DSL, NOW that's poor customer service.....]]> http://www.dslreports.com/forum/remark,6577066 Tue, 15 Apr 2003 16:59:57 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6574919 Cam : My biggest complaint with Vonage is their "slow" customer service. It does seem to improve when they add people (and they have added lots of people) then it slows down for a while when they add a new service (like the new 911 service and Earthlink reselling their service.)

Let's hope they are still adding more people and we will continue to see improvement.]]> http://www.dslreports.com/forum/remark,6574919 Tue, 15 Apr 2003 12:46:37 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6573166 midlife2 : I dont know how they plan on having a company without some kind of tech support. It took them a week to answer a simple e-mail from me. thats just totally unacceptable for a company thats getting my hard earned money]]> http://www.dslreports.com/forum/remark,6573166 Tue, 15 Apr 2003 07:48:42 EDT Re: Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6572688 epro : I too am very disappointed in Vonage for similar lack of responsive customer service reasons. This might just be the writing on the wall, of another internet company, about to go belly up.]]> http://www.dslreports.com/forum/remark,6572688 Tue, 15 Apr 2003 03:37:07 EDT Vonage:Terrible Customer Service http://www.dslreports.com/forum/remark,6570609 mrkook : Vonage customer service terminated my account by mistake, then proceeded to double bill me for this month, then give me the run around on the phone. I keep getting promised resolution within the hour, callbacks from managers (who are always in meetings when I call).

This has been going on for days and i'm just getting no help and no answers. No service and no credit!!!

I'm not usually a letter writer but next is consumer affairs and the attorney general if these guys can't pull there finger out]]> http://www.dslreports.com/forum/remark,6570609 Mon, 14 Apr 2003 21:57:58 EDT