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There are a
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Sobfrody Posted:
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Vonage I just sent a letter to Vonage custom service but would like to make it public here

I just sent a letter to Vonage custom service but would like to make it public here ( I do not visit this forum often, so I apologize in advance for lack of response):

Dear Vonage Customer Care,

Thank you for the invitation. I have always liked Vonage commercials.

But before you put so much focus on those commercials or infomercials, first make sure that the company is serving its customers in a fair way. This is not the case in my experience.

I have been a Vonage user since almost the very beginning of the company. The only reason I continued to use the company is because it saves money. And even that reason is being seriously challenged by a recent incident.

There are incidences that I was treated as a victim, as if the purpose of the company is not to serve its customers (and also make a profit of course) but to GET the customers. It almost shows that "gotcha" attitude.

In the most recent incident, I was charged over $60 of overrate entirely unfairly, and twice disconnected, rudely (with a deceptive promise to transfer to a manager), by the customer representatives when I called.

Here is a brief account of the incident if you are interested in judging whether it is fair business practice. Prior to June 2006, we had maintained two Vonage telephone lines, both with an unlimited plan. Sometime in June 2006, we decided that we needed to demote one of the lines to a limited 500 minute package because we don't use that number very much. (In fact, we don't even regularly use the other number that much either, but we decided to keep at least one line on the unlimited plan anyway.) So we made the plan change online.

Well, we were charged an over $60 overrate in the July 2006 phone bill. Shocked, I checked my online account and discovered that the Vonage had changed the plan for the wrong line, not the one I had intended. We just happened to have a spike of usage of the line we intended to be covered by an unlimited plan, when in fact it was the other line that was covered by an unlimited plan.

It may be beyond proof at this point whether it was a mistake on our part or the Vonage system's mistake, or both. But it is a mistake indeed. Because we have two lines, and one of the lines is covered by an unlimited plan and has been barely used in July, it is reasonable for the phone company to rectify this error by looking at this as if we made those extra minutes calls using the line with the unlimited plan and therefore give us a refund. By doing this, Vonage isn't making a sacrifice. It is just letting go of an unjust profit caused by a mistake which could have been caused by its own system in the first place.

With the above reasoning, I picked up the phone with confidence to call the customers service. I was surprised that the company thinks differently. And I was even more surprised by how rude, and utterly lacking understanding and sympathy, the customer representatives are. The fundamental attitude of the company is one of an adversary rather than a service provider. It is almost like a perpetrator challenging a victim to prove his wrongdoing. "Yes I did it, but you can't prove it."

Being a long-standing customer and a fervent advocate of new technologies such as Voip, I wanted Vonage to be successful. But something has got to be changed. With the type of attitude I have encountered, I don't think the company will go very far. In order to be successful, Vonage must change its attitude toward its customers. No company can be successful without treating its customers at least fairly (if not very well), not in the service industry anyway.

Treat customers fairly, and the commercials and infomercials will help on top of that.


Read The Full Thread:

Vonage customer service

Customer Service is going to be a determing factor in a VoIP companies survival...We
Frankly I'm about ready to switch back to the local telco. When Vonage works it's
You reached a bad rep, call back and try again. If you get a good rep in Holmdel, they
I agree with those who complain about tech support. I have two homes; vonage has
I have dealt with Vonage reps and most of them are just plain rude. Not just foriegn

imtech posted "I just sent a letter to Vonage custom service but would like to make it public here" on 08/25/2006

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