June 8, 2006

Homeland support

A botched telephone number port with Vonage (from March) has resulted in countless hours either on hold or chatting with someone in Bangladesh. Their tier one support is useless. Escaltion to tier 2 takes almost an hour on hold— and they have no idea why you called.

Vonage customer service is terrible. I can see why the IPO tanked. They’ve never turned a profit— and the support is so bad they’re going to start hemorrhaging users to the bigger VOIP providers like AT&T and Comcast.

Searching for a way to talk to an American (or Canadian) support person directly, I stumbled upon this list: How to get a live customer service person in the US. The Vonage support number (888-250-1799) bypassed India and connected me directly to a management response team member in New Jersey. It’s amazing how fast a customer problem can be solved when both parties have a solid grasp of the English language.

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