Tuesday, June 20, 2006

Gripe #3: Disappearing Tech Support Guy

Feb. 7, 2006

From: Stephen Toth Stephen.Toth@vonage.com

Naomi Graychase,

Thank you for your time and patience in working on resolving these issues. Hopefully some of these changes we have made have resolved the problems you encountered. Please monitor these issues over the next few days and let me know if any of these issues occurred and if so what they were, the number calling, and time of day. Please reply to this email and let me know if calls have been better, or the same. If need be I will look into further troubleshooting so that we can once and for all resolve these issues. Thank you.
Stephen TothTier 2 Tech Support

Feb. 7, 2006

Stephen,

Thank you for your friendly and diligent help this evening.

I'm writing to tell you about another issue, which I forgot to mention when we spoke earlier. I have just been reminded of it because it just happened to me--twice. (!)

Occasionally, when I make phone calls and am sent into the voice mailof the person I am calling, the voice mail doesn't register that I am speaking and after a second or two of my talking, a passive aggressive female voice says, "if you are satisfied with your message, pleasepress 1" or "thank you, goodbye" or some other version of message that indicates i'm not being heard or recorded.

I just placed two calls to xxx.xxx.xxxx. A landline from Verizon. And it happened twice. Approximately 7:32 and 7:33 pm. It happens when I call all sorts of numbers--cell phones, landlines, other Vonage customers--so the constant seems to be me and my phone service. I'm hoping we can do something about it. It's mindblowingly frustrating.

Thanks again for all your help. I'll let you know if I have any other issues to report.

Best wishes,
Naomi

[No Response was received from Stephen, or anyone else at Vonage.]

Feb. 10, 2006

Hi, Stephen,

Here's the latest update:

Yesterday, I had difficulty placing calls between 9:30pm and 10:30 pm.

It took several attempts to dial out each time I wanted to make acall. I had a solid dial tone. But when I dialed a number, I either received dead air for an extended period of time (so I hung up and re-dialed) or I received a rapid broken dial-tone, the kind that happens when you leave a landline off the hook.

It was incredibly frustrating as I was attempting to manage a crisis and needed to make these calls. I lost valuable time dialing, waiting, and re-dialing. It should not take three or four tries to place a call.I don't know if it matters, but the numbers I was attempting to call were xxx.xxx.xxxx, xxx.xxx.xxxx, and xxx.xxx.xxxx.

I also continue to have trouble leaving messages. Verizon voicemail does not recognize that I am speaking after the first few seconds of my messages and I am disconnected. It's as though the sound of my voice is not transmitted; voicemail recognizes my speaking as silence instead of voice, and ends the call.

Thanks for your help.

Best wishes,
Naomi

[Still no response from Stephen or anyone else at Vonage. Isn't it cute how I believed him when he said I should let him know if I had further issues so we could resolve them?]

March 2, 2006

Dear Stephen,

Today I tried to send a fax for the first time since our troubleshooting session. The same problem(s) still exist. I was unableto complete the transmission. It seems as though I am capable of sending one page faxes, so long as I am willing to try several times, but anything larger than that gets dropped part way through.Today, the failed fax was to 402.xxx.xxxx and was attempted at 3:44pm EST.

Thanks for your help.

[No response.]

March 8th, 2006

Stephen:

My latest Vonage woes...For the past two days, I have been experiencing a broken dial tone, but there are no voice mails in my inbox. Last week, people had left me messages, but I had no broken dial tone, so I did not know they were there.

Is there anything to be done?

I continue to be deeply dissatisfied with Vonage's service.

Thanks for your help.

Naomi

[As of June 20th, 2006 I had received no response and no further assistance from anyone at Vonage.]

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