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Vonage This note is in regard to my interaction today with Vonage. There are a couple of
This note is in regard to my interaction today with Vonage. There are a couple of things that happened that I think you should be aware of.
Back in the beginning of April, I needed to cancel my Vonage account. Now, let me preface by saying I have been a Vonage customer for several years (and so is most of my family) and very happy with the service. But, I have changed residences and I no longer need the service. So, I followed procedure and went to the Vonage web site and filled out the customer service form indicating my request to cancel. It then brought me to a page that says to contact us (in hypertext) and I clicked on that and was taken right back to the original email form. Thereby creating an endless loop that I couldn't get out of except by calling the customer service line - which I did. I spoke with a rep named Stephen (rep ID #25156 - he wouldn't tell me his last name). He handled the call well in the beginning. And tried to salvage the account with special offers - as I am sure he was trained to do. However, I asked for a one month credit on my account as I was not only frustrated by the endless loop, but I had cancelled no less than 4 times on the Vonage site back in April. And, they hit my credit card even though I had cancelled. But, I was willing to let the charge go, but then my account never got cancelled. So, the rep tells me (with a profound Indian accent) in order to get the credit, I have to call back in to the toll free and wait and talk to billing. I asked him to transfer me to billing and he said he couldn't. To wit I said "you mean to tell me that Vonage - the leading Voip technology company cannot execute a simple call transfer from one department to another?" And, he said no he couldn't do that. Then I asked to speak to a supervisor. And his response was "why do you want to talk to a supervisor - they will tell you the same thing as I did". Now, this set me off. I asked to speak to a supervisor no less than 10 times and each time the rep said that the supervisor couldn't help me and I had to call the toll free. But, he could let me speak to someone else - not his supervisor. In call center land (in which I have lived for over 20 years) this is a big no no. If a customer asks to speak to a supervisor (especially more than once), the rep should comply. But, this rep not only did not comply, but he proceeded to ask me what I wanted to speak to the supervisor about (as if he was afraid of the consequences of my speaking to the supervisor).
Well, now I have to go and call in again to billing and see what happens. See you in a couple of hours.
Read The Full Thread: Cancellation problems
• Vonage does not let you, and has never let you cancel online you have to call them
• ...but I had cancelled no less than 4 times on the vonage site back in April.
That's
• These guys are going to destroy their reputation with customers if they keep ripping
• To be completely fair, Vonage also is very generous with regard to issuing credits
• Uhohs.
You're going to be contacted by a collections agency which will also
• I just canceled vonage with no problem. I didnt call. On monday I sent them a cancelation
• I have had the same issue (with a little twist) as the originating poster. I was
• I've had several experiences with Vonage, one of them was to cancel service. I
glennw280 posted "This note is in regard to my interaction today with Vonage. There are a couple of" on 05/14/2007 |
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