aaron12345
join:2002-12-17
Falls Church, VA
| vonage's excellent support
2-3 years ago I would never had used the words Vonage and Excellent support in the same sentence.
However, a few days ago one of my 3 Vonage lines died. I checked everything (other 2 were working, all were the linksys 4 port router/vonage box combos). Those boxes run very hot, and it seemed like the box pretty much fried. Called tech support to confirm, and as of 3 years ago I dreaded it. I remember the 45+ minute holds while being transferred to India.
This time I was surprised. I easily reached a human in their phone tree, and the phone was picked up by a knowledgeable, what sounded like US based tech support agent in under 3-5 minutes. This support agent did not sound like he was reading off the a script. He realized I had reset my device, power cycled, etc a good few times and spared. He checked a few things on his end, concluded the device was defective, told me if I bought one from a retail store and called in to get it activated I'd get a $50 credit to my account (I was long past the 1 year warranty) and that was it.
So I went out to best-buy, bought the vonage v-portal (much smaller for traveling and sleeker to have on the desk anyway), and called them back the next day. The phone was then picked up in under 3-5 minutes by an extremely knowledgeable and polite US based tech support. He activated my device, credited my account, and fixed the few kinks that came along across the way. Then before just hanging out be done, he asked to call me on my Vonage line that he just activated with that device to test the voice quality because he wanted to make sure everything was OK before letting me off the phone.
All I have to say is 2 years ago Vonage was great, until there was a problem, because if you couldn't fix it you were screwed. But this new support truly is heck of a comeback for Vonage. |
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priller
join:2000-10-20
Gainesville, VA
 ·callwithus
·Callcentric
·Vonage
edit:
June 12th, @03:53PM
| I've had two similar experiences contacting support. The person I got on the phone had "English as a first language" .. they were empowered to act and knew what they were doing. They also answered immediately, no hold queue.
One time they had to call me back and the CID was a Canadian number.
From what I've heard, Vonage pulled all or most of their customer service back from India and the Philippines. |
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Bo
@sbcglobal.net
| I called Vonage support yesterday and was 100% satisfied. There was almost no wait time and the rep solved my problem in just a few minutes. They did have an Indian accent but spoke perfect English. No problem using the word "excellent" to describe their service. |
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habskilla
join:2005-09-19
Moncton, NB | reply to aaron12345
Please consider creating a Vonage review.
Good or bad, let people know.
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GO LEAFS GO (all the way to the golf course) |
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