Customer Service

[tiger123]

Hi
For the last couple time when i called customer service, i was really surprise how bad the quality of the customer service is.
I don't know if it happened with me or other customers are also experience the same problem.

We all agree the product that company provides is very good but the customer service - i wish will be better.

Just today, the customer service agent just hang on me and didn't return me a call. If i didn't have experience in this field, i probably will cancel the service.
Couple month ago when i just activated the service and i had a problem to setup the phone, the problem transferred to support level 2 and i never got the call back from them.

Any one experience the same problem?

I wish company can improve the level of service.

Regards
Al

[FONGO_mike]

Hi Tiger123,

Would you please send me a PM with the date and aproximate time you called at please? As well as the number that you called from? I would like to look into this.

[FONGO_mike]

Hi tiger123,

I received your email and have already forwarded the information along to be investigated.

[tiger123]

Hi Mike

Thank you and look forward to know the details.

Without these issues, the service is great!

Regards
Al

[killerjay]

lol sounds like someones getting a warning or getting fired...

[FongoUser]

Hi,
I've been trying to get a problem resolved for a week now. A new customer, there was a problem porting my existing number. People calling my Fongo home phone don't hear a ring tone, think the phone's not in service and hang up.
I've called your customer service 4 times now. EVERY time, I'm told that it's going to take 2 days to fix the SAME problem that's already recorded on my account.
I can live with the fact that you have outsourced your call center to Mexico or somewhere in central America but the fact that NO ONE is actually working on resolving my problem is UNACCEPTABLE.

If Fongo doesn't know how to properly port numbers don't advertise that you can do it. If you do screw it up make an effort to fix the problem.
I'm very disappointed and if it's not fixed by tomorrow I will be demanding my money back.

[FONGO_mike]

Hi,
I've been trying to get a problem resolved for a week now. A new customer, there was a problem porting my existing number. People calling my Fongo home phone don't hear a ring tone, think the phone's not in service and hang up.
I've called your customer service 4 times now. EVERY time, I'm told that it's going to take 2 days to fix the SAME problem that's already recorded on my account.
I can live with the fact that you have outsourced your call center to Mexico or somewhere in central America but the fact that NO ONE is actually working on resolving my problem is UNACCEPTABLE.

If Fongo doesn't know how to properly port numbers don't advertise that you can do it. If you do screw it up make an effort to fix the problem.
I'm very disappointed and if it's not fixed by tomorrow I will be demanding my money back.

Hello, as has been posted in another thread, this issue is currently under investigation although we can not comment at this time as to what is causing it or what the expected resolution time is.

Please remember the forums are not an official form of support and are more of a community driven project. for serious issues with possible issues, we suggest calling in to a live customer representative for assistance. The few staff members browsing through in order to help do this on top of their regular work and responsibility's to the company.

Support by our staff via the forums is very limited. As such, it makes it difficult for us to monitor every thread in the forums (this way we ask that everyone use the search bar in the top right corner before posting to see if anyone else has already started a conversation on a topic.