Unsatisfied vonage customer
I called Vonage more than 10 times in 2 days and still didn't get the basic "static in my reception problem fixed". I am leaving vonage ASAP to go back to Comcast Digital Voice phone, because they are local and can come out to fix my phone when I need it fixed. I only left them because I am a cheapskate.
The customer service reps at Vonage were nice, but could not understand my problem. Also, Vonage reps are based out of the Philippines and there is definitely a language barrier between them and the USA clients that they speak too.
Number #1: Vonage Reps are so very poorly trained to deal with the basic issues of the clients. Hello static!!!
Number #2: A good example is that Dell has customer support based out of the Philippines and India, but the reps will stay on the phone until the problem is fixed. The reps don't let the language or time barriers stop them from giving 100% to the customers problems. I would recommend Dell to anybody. I'd do a commercial free for them. The service is just that good!!!
Number #3: Vonage reps give extremely simple solutions that DON'T WORK!!! Then they get off the phone with you after just giving ONE!!! Solution and tell you to call back if it does not work (even if you beg to stay on the phone with them). Very poor quality control.
Number #4: I will be paying $60 to keep my number, paying an extra $8-10 dollars a month for my Comcast Digital Voice, waiting for 30 days to get my Comcast digital Voice phone BUT IT"S WORTH GETTING A PHONE THAT I DON'T HAVE TO HEAR STATIC ON BECAUSE CUSTOMER SERVICE CAN"T TELL ME HOW TO FIX IT. Note: If I wanted to change my number, they would be out the next day. WOW!!!
Number #5: I have been more than patient to even call more than 10 times in the span of 2 days (I really stopped counting after 10. The number is really much much higher.)
Number #6: I only kept Vonage for a year because I never had any problems until recently. The static problem just started this month. I never wanted to call customer service. (I just put up with the dropped calls, voice feedback and dropped faxes for the past year.) I dreaded calling customer service / technical support and I was RIGHT!!!
Number #7: what was vonage technical support's top 10 reasons for why my line had static:
1) call Comcast Cable (my internet provider) because your bandwidth needs to be changed (I called comcast and they said that was ridiculous.)
2) Call comcast and have them raise or lower your high speed connection. (I called comcast and they said that was not true)
3) Unplug the cord
4) Unplug the cord
5) Go to vonage.com and go to trouble shooting. (Nothing on the website helped my static line. NOTHING!!! Helped. NOTHING!!!)
6) Two of your techs had me hook my home phone up to the vonage device and they could hear me more clear, but I COULD NOT HEAR THEM. The clicking remained and they said the problem was solved because they could hear me just fine. What!?!?!?
7) Go to vonage website and change the bandwidth
8) Make sure the phone cable is disconnected outside your house. Daa! I did that when I got vonage. It said that for new installations when I purchased it. I went and checked again anyway. That. Did. Not. WORK!
9) I don't know
10) Number ten of the TOP 10 was the best.
I finally got a chance to speak to a supervisor in Advanced Technical Support. This is what the supervisor said after I demanded a new device after over 10 phone calls in 2 days. I'll send you a new vonage device, but I think we still need to do some problem solving. Please unplug your phone or get a new phone cord. I tried this as well and it did not work.
I am infuriated. I was not mad at the long 20 minute wait times to speak with technical support, (who always transferred me to Advanced Technical Support for another 20 minute wait each phone attempt.) I was not angry at the disconnected lines on the 20 or so additional phone attempts that I am not counting.
I am angry that no one was able to solve my static, clicking, and voice feedback line. And quite frankly, I plainly see that they just don't know how.
And no, the new device does not make it any better and my internal home phone wiring is just fine. At this time, the person I call hears static and clicking and so do I.
In conclusion, I think I'll just use my cell phone for the next month until I can get my new Comcast digital voice.
A month after writing Vonage this complaint, I found out that they had charged me $75.00 for a device I did not recieve and refused to refund my money. I spoke to Kathlin # 22831. They also continued to charge me $30 for service after I had transferred my phone number to Comcast. They stated that I have to verbally close my account, even though they did not own the phone number anymore or have service with them. What a mess!!!
I explained the whole ordeal to Kathlin and another male rep and they both were ubconcerned or helpful in the matter.
0 comments