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sporkme
drop the crantini and move it, sister
Premium,MVM
join:2000-07-01
Morristown, NJ
 ·Optimum Online
| Re: Vonage:Terrible Customer Service 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. | |
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LuckyBastard
@rr.com
| Re: Vonage:Terrible Customer Service 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. | |
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sporkme
drop the crantini and move it, sister
Premium,MVM
join:2000-07-01
Morristown, NJ | Re: Vonage:Terrible Customer Service 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. | |
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LuckyBastard
@rr.com
| Re: Vonage:Terrible Customer Service 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! | |
| | | | dwightbarbou
join:2003-04-16
Washington, DC
| Re: Vonage:Terrible Customer Service 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? | |
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