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Vonage Thanks for the privacy lesson, but no thanks for the lack of help and shameless

Thanks for the privacy lesson, but no thanks for the lack of help and shameless cheerleading for Vonage. I came to this site to get help, not to bash Vonage (and yes, if you had bothered to read the post, I did it the same day the device arrived to me).

What I didn't come here for is to have someone ignore an obviously extremely bad customer service experience and simply reply "Vonage is not bad". I expect that out of a 10 year old defending his daddy, but on a professional site like this from a "senior member" I would expect a) that you would read the post and know what you are responding to, b) that you would not immediately assume that anyone with a problem with Vonage is clearly the one at fault (couldn't possibly be even a mutually shared problem), and c) would actually offer some constructive, helpful direction in getting this done so they could get on with their love-fest for Vonage by actually helping solve the problem.

If someone else out there has some actual constructive help, I would appreciate it. I assumed this site was objective and rational about Vonage - I'm still assuming that even though my experience so far doesn't support it.

I need the following:

1) An escalation beyond the 1st level CSR who has the power and authority to deal with issues like this that are clearly not in their script.

2) Help in getting Vonage to respond to the fact that they issued me a Stop-order ticket 22 hours before they sent me a notification that they were going to begin the process of porting my number, and that they went ahead and ported it anyway. That should be illegal and I need to find out how to get them to work with Qwest to back out of it (shouldn't be up to me to do this with Qwest, I already have the Stop-order from Vonage).

3) Help in getting someone at Vonage to agree that if they kill my phone service for a week, then send me a dead router that will keep me from having service for another half week, that I shouldn't have to pay to send it back. If "Vonage is not bad", then they would be mortified to ask someone to do this under these circumstances.

4) Help in getting the replacement router shipped back on their dollar, too, once it arrives later this week. It was ordered and shipped after the Stop-order was issued to me - I should not be responsible for this one either. This "not bad" company is clearly trying to ram the service down my throat after having screwed up this installation in epic proportions, so that I can't back out of it. Sending me the replacement after the Stop-order is just another evidence of this.

5) Help in getting them to nullify the first month's charge and startup charge. Again, if "Vonage is not bad", then they would understand that anyone who has been through what I went through, especially if it never happens to anyone else, would deserve to walk away from this with no more wounds than the dozens of hours I've spent on this.

A "good company" would look at this situation, be appalled that it happened, understand that no matter how good they are, things like this still happen to potential customers because there are human beings in the process at Vonage and they make mistakes. This "good company" would do everything they could to reverse this process for that one customer who had the only bad experience with Vonage.

A "bad company" would never apologize or show the least empathy for having screwed this up so royally (not once in the 8-10 hours I've spent on the phone has someone apologized - an engineer finally did yesterday via email for the first time - Frank M - thank you Frank). A "bad company", having screwed things up completely, would then expect their customer to pay for the screwups. A "bad company" would attempt to hold a customer to a one month contract even though non-performance has clearly nullified it, and make that customer chase them via forums and even legally to get satisfaction.

A "good company" would get this resolved without costing the customer anything for this non-performance and would get the process fixed so that customer could walk away and shake hands.

Let's see which one Vonage really is. Google's mission statement is "do nothing evil". Vonage has a choice to respond to me either way - I'm still hoping they will choose well, and prove your statement that they are a good company.

Read The Full Thread:

How do I get Vonage to reverse the porting of my number?

I signed up for Vonage 12/27 and began receiving emails about the upcoming service.
First of all, for security reasons, I would have NEVER posted my real first and
Unfortunately, at this point to reverse the # porting is to port it back to another
Quoting the top of the page "Vonage VoIP Forum is an independent support site providing
I think you are confused, my friend. Judging by your other posts in the LNP section,
There are a lot of agents who peruse these forums (like me) who have the ability
So cold gin has never apparently been frustrated by a company's lack of ability
I think you should: 1) Wait for the port to be completed fully.
You work in customer service? Hard to tell.

cblakeman posted "Thanks for the privacy lesson, but no thanks for the lack of help and shameless" on 01/09/2006

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