[Asterisk-biz] Is quality customer service worth paying extra for?

[Paul]

I have a customer who uses vonage because they are the only provider 
that has numbers local to his hq office. So we were going to take his 
vonage account and change the numbers. The idea being that the adaptor 
is actually located in another town where the manufacturing happens. I 
was able to reset the linksys ata/router and get it working no 
problem(his winddows guru had it totally screwed up). I was able to 
change the line 1 number via the website okay. But then I got to the fax 
number and it looks like the only way to do that is call them.

I have been trying to call and no matter what menu options I select, the 
final destination is a busy signal. I used the contact form on the 
website about 8 hours ago to put in the request and have not received an 
acknowledgement of the request. I have had a busy day but in spite of 
that have attempted to call them 15 times with identical results each time.

My reason for posting this is that we often get complaints on this list 
about customer service problems with providers who are probably have 
less than 1% of the subscribers vonage has. We all need to realize that 
customer service is important. Providing the best customer service, even 
if that means higher prices, will not get you the market share that 
vonage has. I would be thrilled to have only 1% of the market share as 
long as I had very high customer satisfaction rating.