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Vonage I thought I would add one more post before I go... why did I defect Vonage?
It
I thought I would add one more post before I go... why did I defect Vonage?
It wasn't the product. With a solid cable connection (8-12MB down, 1.4+ MB up), I rarely had trouble with clarity or dependability. When there were troubles, it was almost always the internet connection - I even found out that a squirrel had chewed the cable between the house and the pole!
It wasn't the features - other Voip companies have been trying to lure me away for over a year. Vonage originally had more for less and is still a strong price/feature competitor.
It wasn't even the price. Other Voip providers, including the triple-play folks, are dropping prices like crazy to capture defecting Vonage customers. Some of their offers sounded tempting, but I didn't bite. Vonage's simple approach as a pure play was way more appealing.
It wasn't even the lawsuit with Verizon. I was actually rooting for Vonage because I like it when the little guy stands up to the rich bully. I also thought it was high time that these thin patents got challenged to make room for more innovation. As a Vonage customer, I was willing to support them by putting my money where my mouth was and stick with them until they turned out the lights.
IT WAS THEIR CUSTOMER SERVICE! They lost me because they treated me as though I didn't matter. They poured their resources into more advertising instead of beefing up their infrastucture in customer service. It still amazes me that they don't understand how they can differentiate themselves from the other Voip providers, including the triple-play folks. IT AIN'T JUST PRICE!
Vonage: You coulda raised my prices by 10% and poured every nickle into competent, local tech support and service personell and I wouldn't have complained a bit. You could have cut your ad budget in half and I would have brought a bunch of folks in with my first hand testimonial. If only you would have made me feel like I was more important. You needed me, but you didn't treat me as such.
So now I'm gone and I'm just as vocal as a defector as I would have been as a loyal customer. Most other folks will likely just quietly move on.
Epilogue: I went to ATT CallVantage. The interesting thing, after doing much research on all the other Voip providers, was that I discovered that ATT's Voip has more features than Vonage - they really do a lousy job of marketing what they have!
On top of that, they lowered their cost recently and are currently $5 cheaper than Vonage (no end date) for customers who switch. Their $20/mo plan is the same (or better) than Vonage's $25/mo plan.
Downside #1: Fewer European countries are included for free calling.
Downside #2: ATT is WAY more aggressive about the E911 stuff. If your adapter loses power, you can't make outgoing calls again until you confirm that your address didn't change. Good for them, I suppose, but annoying. Guess I'll be glad they are diligent, though, if I ever have to use 911 from my Voip line.
I hope all this was helpful. I lurk here often but rarely post because it takes so much thought and time. Thank you to the rest of you who have contributed more than me over the last year. You all have helped me navigate the sometimes frustrating world of Vonage.
Read The Full Thread: Just try canceling your service!
• I have cancelled my service twice now and they refuse to cancel it. I keep getting
• So you cancelled your service, IN WRITING, and you continue to get bills? Just
• Vonage will not accept a cancellation request in writing, although I have e-mailed
• Don't go by what they TELL you; go by your LEGAL agreement. Search these forums
• Hmm, I called yesterday and cancelled one account, they didn't give me a hard time.
• I am not considering canceling my service, but I have done similar things with
• noct - sounds like you got cancelled and will probably be just fine. In fact, I've
• If Vonage will not honor the cancellation, then contact your credit card company
• My daughter canceled. Had no problem whatsoever.
• log into your web account to tell if the account's been disconnected, you can still
BLaD posted "I thought I would add one more post before I go... why did I defect Vonage?
It" on 06/09/2007 |
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