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#3822 - 04/20/05 02:50 AM Fun times with Vonage Customer Care
Gremelin Offline

Community Owner
*****

Registered: 02/28/02
Posts: 7193
Loc: Portland, OR; USA
Intro:
=======
Well I've had vonage for about a year, vonage is a Voice over IP telephone provider (telephone over internet). I love my service, it works perfectly and I've yet to have any issues with their service, well other than this one...

The Calls:
==========
Ok, so I haven't been able to call Digital-Domain AT ALL through my vonage line... He was an ex vonage customer and left because he wasn't satisfied with their services and transfered his number out...

Well, my theory is that his number was still listed in their system and as such it woudln't let me call him because it was trying to route the call through his vonage phone adapter that he no longer has, why? Because he isn't a vonage customer and hasn't been for the last year...

Well I call into customer care and talk to this dothead about the issue:
Quote:
Hello, I'm having trouble calling a user who used to use your service, their number currently belongs to Verizon and I'm able to call them from my home phone without issue
Well I am welcomed with this guy rambling about how i am unauthorized to lookup account information for someone that I'm CALLING; I ask to speak to a supervizor and call him incompetant, I hear "My supervisor isn't in, I have no supervisor"; I am all "This is bullshit, I want to talk with a supervisor immediately, there IS someone there with a higher position than you now get me a supervisor chop chop"... To this I hear laughter and respond "Don't you fucking laugh at me, I've been a customer of yours for the last year, I love your service but your support fucking sucks, if I do not get this issue fixed TONIGHT I will be moving my service to ATT Call Vantage" and get the same run around, at this point i'm yelling at the guy and it sounds like he's about to cry, so I tell him to fuckoff and hang up.

NEXT CALL!

I call into vonage again (1-866-243-4357), hit the choices to get to a rep (0--2--5--4--2), and get a rep on the phone (keep in mind that at this time I'm so pissed off that my hand is rattling and I'm about to scream) and I politely and quietly state "yes, may I please speak with a supervisor?" and get a yes and I get on hold... time to cool off, I'm getting someone who if I yell at I can get canned...

Supervisor: Hello this is Sollton, how can I help you?
Me: Yes, I'm trying to call a verizon customer and get a message saying that my call cannot go through, when I call it from my landline phone it goes through without issue.
Supervisor: Can I have your vonage number and the number you're calling please?
Me: Sure my number is ***.***.**** and I'm trying to call ***.***.**** who is an ex vonage customer.
Supervisor: Alright, can I put you on hold a moment so I can look through the systems to see if I can spot a problem?
Me: not a problem, take your time
......
......
......
......
......
......
......
Supervisor: Ok Mr. Corthell I've looked at the system and it looks like it's trying to route the call through the vonage local system instead of to Verizon (duah, I said that), I'm going to send a ticket out to our tech's to have them purge the number from the system.
Me: Cool, can I get a confrimation number?
Supervisor: Umm yeh let me type up the ticket and send it out and i'll give you the ticket ID that we have directly for them.
Me: sweet, thanks, the last guy I talked to gave me some BS about me not having sufficient access to look at the person who i'm trying to call's account; this was a load of crap and I was about to move to another provider.
Supervisor: totally understandable, it'll take me just a second...
......
......
......
......
Supervisor: Yes Mr. Corthell, that confrimation number is xxxxxxxxx, is there anything else I can help you with?
Me: Yeh, how long till you think they'll be able to look at this?
Supervisor: It should be pretty simple for them to do, it should be done withing a couple of hours but may carry over until late tonight dependant on their load.
Me: Alright cool, thanks
Supervisor: You're welcome, you have a good day
Me: yeh, you too...


Summary:
========
I made a dothead cry and I made a black guy my bitch...
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#3823 - 04/20/05 04:51 AM Re: Fun times with Vonage Customer Care
Gremelin Offline

Community Owner
*****

Registered: 02/28/02
Posts: 7193
Loc: Portland, OR; USA
WHOOT! I CAN CALL DIGI NOW! lol
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#3824 - 04/23/05 01:07 PM Re: Fun times with Vonage Customer Care
Cyrez Offline
UGN Member

Registered: 03/02/02
Posts: 136
Loc: O.C
Hahah thats rad. Hey when you download stuff does your voice break up. I had mine before the router to give it priority bandwidth and like it still broke up and i have the high high speed cox. I was clockin 7mbps. soo i was kinda pissed and cancelled there service but i might go back again i mean what is it 26 a month thats frekin awsome..
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#3825 - 04/23/05 03:02 PM Re: Fun times with Vonage Customer Care
Gremelin Offline

Community Owner
*****

Registered: 02/28/02
Posts: 7193
Loc: Portland, OR; USA
Set your vonage to low bandwidth usage (it uses like 25k then and it still sounds better than a normal phone call) and you'll never have issues (at least I don't, and I'm on Comcast lol).

Vonage comes stock with the "superbandwidth use" option turned on (which sends a signal far better than what your phone is capable of using), I bumped it down with their "bandwidth saver" option on the site and all was beautiful (else I experianced the errors that you explained)
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