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Vonage I think Vonage's advertising brings on some of the lack of customer satisfaction.



I think Vonage's advertising brings on some of the lack of customer satisfaction. They advertise it as a drop in replacement for existing land lines, and it's not.

Traditional land lines are probably the most stable consumer technology invented in the past couple of centuries. You plug in your phone and never think about it again. It works 99.999% of the time, with or without power. There's a tremendous infrastructure built to support it, with tons of redundancy, which has had many, many years to work out the bugs, and the providers are legally obligated to provide a specific level of service uptime.

Vonage is a service. It's dependent on your internet connection, which is typically no where near as stable as a typical land line, and has no quality of service requirement to uphold. It's newer technology that is still shaking out bugs. It requires at least a basic understanding of how things work in order to get the most out of it (ex: if your computer is loaded with spyware and clogging you inet connection, your Vonage service is going to suck). It's dependent on consumer level electionic devices that are extremely weak compared to the stuff that a traditional phone company would use. There's no redundancy, unless you build it yourself.

If you know what you're getting and set your expectations appropriately, then I think the odds are good that you'll be satisfied with Vonage. If you expect Vonage to be exactly the same as a traditional land line, only cheaper - then you're likely to be disatisfied. IMO, Vonage should do a better job explaining that in their adds. Otherwise, as more and more less technically savy folks start using the service, the customer satisfaction will tank.

Me - I've had Vonage for a few weeks and it's met my expectations. I'm happy and plan on keeping it. I wouldn't recommend it to my less technically savy parents (at least as a primary line), though. And I wouldn't run a business that was 100% dependent on having voice lines up all the time.

The customer should know what they are buying and Vonage should be very discrete in explaining what they are selling.



Read The Full Thread:

Very HAPPY Customer!


Hi guys.. Like so many, I get tired and worn out from all the griping as well
Glad to read your satisfaction. Just remember "Murphy's Law", Ha Ha
me too! A very happy customer so far, have no major problem other than the VMWI
I have read a few recent postings about how awful Vonage is. I am very happy with
We've been using Vonage for a few months now and we can't be happier. Sure there
I have had my service for years and it has worked pretty good. It's so much cheaper
Glad to hear that you guys/gals are happy with your Vonage service. We just launched
I do apologize for dropping that link. I should have read the forum rules a little
You seriously need to read the forum rules. You are beyond strike three: 5)

TechniKal posted "I think Vonage's advertising brings on some of the lack of customer satisfaction." on 01/29/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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