Time is very precious to me. I have a lot to do and not enough time to do it. Today I had the displeasure (second time now) of dealing with Vonage’s support via phone.
My issue: My outgoing caller id was incorrect. I thought this would be simple. My thought process on how this would go >>
Vonage customer support: Ok Jennifer, the incorrect name you see was the previous phone number’s contact name, let me update that for you and at worse, have you power cycle your Vonage adapter.
Call time: 5 minutes. The end.
I make the call, get connected to customer service, give my account info and verify my address and email address (yeah it is a southern male with a thick southern accent instead of someone from India like last time that did not know what I meant by “answering machine” even after repeating it 5 times (causing Amy to think I was talking to a computer). Please hold.
The southerner cannot help me so I get transferred. I get transferred overseas. I am already pissed. I once again give my account info and verify my address and email address…and explain the problem again. The person I am talking to is hard to understand so I have to ask him to repeat himself several times. Please hold.
He cannot figure out what I am talking about so I get transferred back to the US where I again I once again give my account info and verify my address and email address…and explain the problem again. This guy actually speaks English and looks into the problem. Please hold. Hold. Please hold. Finally I ask him how long this will take. I have now been on the phone for 41 minutes. At minute 42, my phone gets tired, beeps and disconnects me. Apparently the problem will take 24-48 hours to resolve. Meanwhile, I have now wasted almost 45 minutes explaining something simple. My outgoing caller ID is incorrect. Wow. Thank goodness a Coca Cola Classic is never far away.
Moral of this story. Vonage – the service is great. The customer support…sucks. Sucks is a compliment too. This is not the first bad experience I had and I expect it will not be the last.