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Vonage If you were referring to a monopoly position, I'd agree with you. However, your
If you were referring to a monopoly position, I'd agree with you. However, your analogy falls short in a couple of areas.
First, health insurance and telephone service are not analogous at all. I pay for health insurance not because I need it, but because I MIGHT need it. I hope never to use it, the whole time I am paying for it. Those who choose not to (or are unable to for various reasons) get health insurance pay for medical care as they need it (or for various reasons end up not paying for it, which ends up in my health insurance bill at the end of the day). Health care is pretty much a guaranteed right - hospitals are not allowed to turn you away because you cannot pay, though of course they can send bill collectors after you later.
Second, in a competitive marketplace, law has no place telling a corporation what levels of customer service they may or may not offer (the only exception being safety issues like 911 access, or fraudulent behavior, or anticompetitive practices). If I knowingly to go into a "discount outlet" and buy a commodity product from someone who hasn't the faintest clue what they are selling, and knowing that I'm on my own, then chances are I know how to use the prouct I am buying. If not, I would have gone to a full service store, gotten recommendations for the best product, and paid a price premium to the store to pay for the higher levels of service.
Service comes at a cost. If and when a company's service is unacceptable, you leave the company and go with one of their competitors.
For the reliability Vonage has given me in the last 9 months, I wouldn't shed a tear if they made phone Tech Support a 9-to-5 service. The phone line has worked with 1-2 minor outages.
Another company will come along, charge more, and offer a better service with reps who understand their product and speak better English. Heck, it's possible that your cable company already does this, or your local telco for that matter.
Do I expect bad service? Yes, from any company that I am buying a deeply discounted product from. I don't go to Wal Mart and ask the sales clerk about how to compile custom Linux distros for the router I am looking at, and what version of GCC I need. I don't buy Vonage because I want a personal concierge to dial the phone for me. I do both because they are cheap.
This is a feeble attempt by a lawyer to be at the forefront of a bunch of ill-advised and counterproductive lawsuits. Want Vonage to improve their customer service without raising their price. Well, one hint might be to NOT make them pay for a bunch of $500 an hour stuffed suits for a year fighting off lawsuits.
If you really want customer service, find a company that offers it and do business with them. Your money is the power of the market. If you demonstrate to a marketspace that you are WILLING and ABLE to pay for superior service, SOMEONE WILL OFFER IT.
That's the nature of the competitive marketplace. Your demands as a consumer and willingness to pay for those demands determines what services are offered in a competitive market. Vonage is making boatloads of money by offering a product based on pre-packaged convenience that works for the majority of their customers, at a cheap price. They have made Voip a consumer commodity, similar to regular telephony but without the monopoly. There are lots of others in the marketplace that offer different features and levels of service.
Read The Full Thread: Making Companies Pay for Bad Service
• Now here is a good idea... if a company gives you bad customer support, maybe they
• I have been trying to get someone that I could comprehend on the phone for days finally
• Frankly, this is the most ridiculous, whiny, cry-baby attitude I have ever seen.
• Stephen, normally I agree with most of what you've written but, this time around
• By Vonage, or any company, not providing an acceptable level of customer service
NateHoy posted "If you were referring to a monopoly position, I'd agree with you. However, your" on 04/18/2006 |
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