Have you had difficulty understanding offshored Vonage support reps?

Summary:Before I present the issue,  I feel compelled to state a hard and fast ground rule.I do not want to see any bigoted comments.

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Before I present the issue,  I feel compelled to state a hard and fast ground rule.

I do not want to see any bigoted comments.

OK, now to my point.

For years now, I have read numerous comments on the Vonage Forum from some Vonage users frustrated by the fact they have had trouble understanding Vonage's Tier One customer support reps.

Most of these reps are in the Philippines.  Give that is a nation with a substantial percentage of English speakers, I still read reports indicating frustration along the lines of "I couldn't understand what he/she was saying."

Of course, the reason Vonage offshores its Tier One tech support is to save on payroll. And a point could be made that without those savings, Vonage would have to charge more per month than they currently do for phone service. That would be especially true if Tier One tech support was based in the U.S.- with our pricey health care system and related, employee-provided benefits.

Vonage-using (or ex-Vonage using) readers, would you like to see Vonage bring back their Tier One tech support back to the U.S.?  Would you pay $5 more a month if they did so?

Topics: Health, CXO, Enterprise Software, IT Employment, Software

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