RE: [smartBridges] Customer Service - Feedback and Suggestion

[Jason]

Title: Message

I beg to differ. I am using 2 Vonage phone over a 11 mile sB link connected to a 512/128Kbps DSL line in the Caribbean, and it is fantastic - even using bandwidth saver mode. I have a cheapo Linksys QoS router that de-prioritizes http and ftp, and using the Internet concurrently has no effect on quality.   Sevak - It sounds like your ISP sucks, not Vonage. I am 2500 miles from NJ - has little to do with distance.   sB - Vonage is definitely an option for you. If you want to put some $ into a more robust solution, call Multitech. It ain't gonna be cheap, but they can help you set up a multi-line system if you can locate a gateway in the US. Then, you own all of the hardware on both ends and don't have to worry about potential Vonage disruptions (which, incidentally, I have never had a problem with).   You are definitely headed in the right direction with phone support. Good luck.   Jason     -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sevak Avakians Sent: Tuesday, August 12, 2003 4:25 PM To: [EMAIL PROTECTED] Subject: Re: [smartBridges] Customer Service - Feedback and Suggestion John, I'm currently using Vonage at home and it sucks.  The plan was to test it out before offering it to my customers, but my wife hates it, I hate it, and people who call us many times get an annoying "party is not receiving calls at this time" message.  We're located in NY and Vonage's servers are in NJ, so the distance is not the problem.  I'm not convinced yet that VOIP is mature enough for general use.  I'd really not want to have SB use this because if anyone manages to get through, the quality would be poor.  (Think of cell phones when they break up. Very clear otherwise but gaps in between sentences.  That's what it sounds like at least for us.) I'd recommend against it.  Sorry! Sevak On Tue, 2003-08-12 at 11:37, John Hokenson wrote:  With IP based phone systems such as VOnage and the like, it would cost little to have US phone numbers ringing in Singapore.   John H ----- Original Message ----- From: Sevak Avakians To: [EMAIL PROTECTED] Sent: Tuesday, August 12, 2003 7:09 AM Subject: Re: [smartBridges] Customer Service - Feedback and Suggestion Hi Alex, I think you guys are doing an excellent job with support.  One drawback from the email support, however, is that it takes a day to get an answer back -and usually that's a question about the network, etc.  So it seems to take a few email exchanges back and forth before an answer is given. Phone support would be great!  But I realize it would be impractible since you're in Singapore (right?). I hate filling out forms, and I'm sure almost everyone else on this list hates it too, so I guess forms are out.  Perhaps a "Help" program which runs through the gamut of problems and possible fixes similar to, say, Microsoft's help pages on the OS?  This way, we work through the minor stuff ourselves, and when we hit a brick wall, you guys don't need to ask us if we've checked the basic stuff first?  It should save a few days, I think. Just an idea.  Perhaps someone else can think of a better way to save a few days in back-and-forth emails? Sevak diDi Wireless Communities, Inc. On Mon, 2003-08-11 at 15:22, sB Tech Support wrote: Thank you for the strong support all this while, I hope we, the Support Team have been providing you with prompt response, timeliness of problem resolution and effectiveness of solution and information. To help ensure that you are being provided the service and support you require, we would like to hear from you how we can help you better.   This is in an effort to improve and enhance our customer service support, Please feel free to make any suggestion with respect to mode of support (Email, phone, chat, etc), techniques and quality of services.   Your feedback is greatly appreciated and provides us the opportunity to improve our services. Thank you.   Alex sB Tech Support