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Vonage I sent the above a few days ago to Vonage "Customer Care": - I have been

I sent the above a few days ago to Vonage "Customer Care":


I have been a Vonage customer for almost two years. Back at the start, your excellent, intelligent, responsive technical support was what kept me with you through the times of dubious technology.

Now you are about to lose a customer unless I get some satisfaction regarding the experience I have just had, which is the worst customer service experience I have had in at least a decade, with ANY company.

Last Friday, one of my two Vonage lines stopped working - basically, no dial tone; my phone display indicated "line in use". The other line worked fine, as did all of my computer-internet connections. I tried all of the diagnostics your web site suggested - rebooting everything, trying a single phone plugged right into the adapter, verifying that I could call the number and leave a voice-mail that i could receive via e-mail even though the phone never rang. I concluded that the problem must be a failure of one of the ports in the (almost two-year-old) Vonage Cisco adapter.

So I called 1-VONAGE-HELP. After making my way through your 4-level, 3-minute menu hierarchy, I finally got to a human being. He took my identifying info, listened to my story, and said he had to refer me to someone in service. After some more wait time, the next person asked me the same identifying and diagnostic questions. Then he said he was new on the job and didn't know about Cisco adapters, and referred me to a third person. I waited a while longer, and realized the line had been dropped. So I called once again, went through all of the above again, but this time the line was dropped on the first hand-off.

So I went to the web site and sent you an e-mail, again reciting the whole story. I waited the rest of the day and received no response - not even an automated acknowledgement, let alone any solution. (Since your web e-mail form provides no way for me to send a copy of my message to myself, of course, I can't confirm that my e-mail was even successfully sent to you, thought your site said it was.)

So this morning I tried calling again. This time I was handed off a total of FIVE times (mostly over bad connections to people who barely understood English, and each time having to recite all my info again) before reaching someone who was willing to do something other than just hand me off again. After about 15 minutes of repeatedly asking me the same diagnostic questions and twice trying to call the broken line, he told me to hang up so he could try calling me on BOTH lines. (I had told him already that I was calling him on the functional Vonage line, but I guess he had to prove it to himself.) When he called me back, apparently that was finally enough; he announced the conclusion that I have a failed adapter port, and so he would put in an order to have a new adapter sent to me. I was relieved that it took no battle (and no further hand-offs) to get it sent overnight (though we'll have to see when it actually arrives). The final outrage came when he told me that I would be charged $99 for the new adapter, and that amount would be refunded only when you received back the broken adapter, which it was my responsibility to send to you. This last outrage was just confirmed by e-mails I received from you, which compounded it by saying that the returns "must include the original manufacturer's packaging, manuals and cables or any applicable credit will be reduced." Words fail me.

So, let's see. I figure this has cost me about four hours of my time, at least five days of no phone service, and whatever hassle and expense it will take to mail the piece of electronic junk back to you with all the trappings.

I see at the top of this web form it says "Giving you the assistance you need when you need it is our priority."

I await your response.


A day or so later, I received the following response:


Thank you for contacting Customer Care.

In response to your email, I do apologize and empathize with you in
regards to our customer service. We are undergoing a rapid growing pace and maybe some important services are being overlooked. We know that you may not have the original shipping cartons and cables so please just package the device up the best you can and look forward to a full refund. Now did you receive an RA number and return shipping labels?

Please let me know if you need these items and again my deepest
apologies for any inconveniences.

Please do not hesitate to contact Customer Care if further assistance is required.

Troy Mitchell
Customer Care Associate


I am interested in hearing from Vonage management and customers as to whether this experience reflects Vonage's current policy towards its existing customers. And if it doesn't, how can a customer get a response from Vonage that provides more than just "deepest apologies"?

Read The Full Thread:

Complaint about Customer Service

And I am interested in hearing what your issue is and that you have a genuine desire
Let me quote from my original message: "So, let's see. I figure this has cost
Do you have a service issue?
Yes; I have the four service issues I just stated. What part of them do you not understand?
The part you have failed to describe. This is a user forum, if you would
I think VONAGE customer service stinks! I signed up, and although the actual
I have to concur...overall, the Vonage service is great, but customer service
Provide me with one link where I have done this, please.
this is a Vonage help forum, not a rant forum.

kwint posted "I sent the above a few days ago to Vonage "Customer Care": - I have been" on 05/20/2005

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