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Vonage Okay, this is a very ironic and darkly amusing story. I loved (PAST tense)



Okay, this is a very ironic and darkly amusing story.

I loved (PAST tense) Vonage. I loved it whole-heartedly up until the last fifteen minutes. I thought "You know what, I really want to leave them feedback and let them know how much I appreciate their service and positive ways it has affected me."

So I spend half an hour searching their site, being sent in loops, trying to find SOME option that will let me just write them a note. Nothing.

I finally just call their customer service line. They kind of irked me by not having a simple feedback option- so, I'll just tell them myself, right?

Wrong. I get an agent, and I give my name, and then tell him "Hey, you didn't really need to take down all my account info. I just wanted to say that I think Vonage should have an option on their site for customers to leave positive feedback. I love Vonage, but they made it so hard for me to tell them that!"

In response, he says "Sir, can I have the account address just to verify?"

"Ummm, why do you need that?"

"Just for security reasons."

So I give it.

"Alright, and what can I help you with today?"

Ummmm... yeah, so, I told him AGAIN.

"Can you hold just one moment, please?"

Puts me on hold... then...

DIAL TONE.

He hung up on me.

I loveD Vonage. But thanks to this HORRIBLE HORRIBLE experience, ALL just because I wanted to TELL them I loved them... I think I kind of hate them. They're stupid (I'll be nice and just say stupid, but I'd like to say something stronger) to make it so that the people that love them most, that want to go OUT OF THEIR WAY to tell them... get kicked in the face.

You know, I just might end up canceling my account with Vonage after years of working with them because of this. I'm sorry, but living in the Southern US courtesy and politeness is VERY important to me and my family. When I sent positive feedback to Sobe once, they PERSONALLY called me back, said thankyou, chatted with me, and sent me free gifts even. I didn't want the gifts, but I deeply appreciated it. But when a company blatantly shows they don't give a care about you (and EACH customer service agent REPRESENTS the WHOLE COMPANY- so by him doing that, THEY hung up in the face of someone who loves Vonage and just wanted to SAY IT). Is this what the internet and globalisation is doing to customer service these days?

-Patrick



Read The Full Thread:

Unable to leave POSITIVE FEEDBACK to vonage! Treated poorly!


I went to vonage.com and scrolled to the bottom of the page to contact, I clicked
It is a shame that someone put you through that. Maybe it was a new employee that
Well, the fellow was likely an overseas out-sourcing (as I know is very common
:-D
It is an anti-spam feature of the forum. Ideally, they should just disable auto-URL

Pat1980 posted "Okay, this is a very ironic and darkly amusing story. I loved (PAST tense)" on 11/02/2007

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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.

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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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