Put a Fork in me. . . .

Posts: 21 · Vonage Forum Associate Joined: Jul 25, 2005 Posts: 21

I'm done. . .can't take it any longer.

I've been with Vonage since October of 2003. The service has been very good (early adopters know what to expect) but they have grown to much too fast.

I began to have problems with my line about 2 months ago. Despite 12 calls (13 now), 6 emails (of which none has been answered. .ever) 2 TA's (Cisco and Linksys. .both TA's have the same problem on three different networks with three different providers). . they do not want to admit it is A Vonage PROBLEM.

They do not answer emails at all, waiting on hold over 15 minutes (minimum, EVERY TIME) is unacceptable for ANY company, and the complete lack of customer focus is just plain ignorant.

Only one way to handle corporate ignorance. . .

Hey Vonage. .keep ignoring your customers. ..we'll go away.

Can you hear me now?

Posts: 1424 · Posted: Fri Jan 06, 2006 9:26 am Post subject:

13 calls
6 emails
2 TAs

It seems to me that Vonage would rather spend the money to acquire 10 new customers knowing that they might lose one with technical problems rather than spend the same amount of money to keep the 1.

It gets back to the old saying, "The customer is not always right."

As long as Vonage is in this rapid growth mode, without any serious competition, and facing serious issues with regulatory agencies that going out of their way for a single customer might not be the best business move. The big key here is that the significant number of reviews that Vonage gets in the mainstream press are glowing or at a minimum positive. In addition they are incentivizing good word of mouth through the referral program thus counteracting the effects of the negative word of mouth.

Posts: 76 · Vonage Forum Senior Joined: May 18, 2005 Posts: 76

Weren't you leaving Vonage like two weeks ago? Wink

15 minute hold times? Apparently you've never had to call companies like Dell and HP tech support. Try anything from 15 minutes to an hour on hold - every time.

**** that you are having problems. Some of these issues are also affecting the other Voip carriers so you might be better of sticking to POTS until the technology and CS issues are worked out to your liking.

Posts: 215 · Vonage Forum Master Joined: Nov 24, 2004 Posts: 215

If your having "problems with you line" like quality issues and such its not a Vonage problem it doesnt matter how much you have replaced.

what is your setup and what specifically are you experiencing?

Posts: 60 · Posted: Fri Jan 06, 2006 9:54 pm Post subject:

scerruti wrote:

It seems to me that Vonage would rather spend the money to acquire 10 new customers knowing that they might lose one with technical problems rather than spend the same amount of money to keep the 1.

That's pretty sad, but you're probably right. Alot of companies are getting this way it seems.

Posts: 21 · Vonage Forum Associate Joined: Jul 25, 2005 Posts: 21

The probblem is not my line. . .and I'm not wasting anymore time. . but thanks for playing. .

Can't afford to spend THIS much time on something that has worked for OVER TWO YEARS (quite well I might add) and, by some magic, stopped working when nothing ELSE has changed.

After 13 phone calls, 6 emails (still none of which has been answered) and two TA's, I'm done. I've wasted OVER SIX HOURS on this problem and since no one at Vonage wants to take responsibility and rectify the problem, that made my decision.

I will gladly pay the extra to get:
1. A company that answers their phones w/ reps I can understand
2. A company that has phones THAT WORK (since Vonages' OWN Voip Phones Don't work. . .blame the office move. .blame satan for all I care. . .I'm tired of excuses)
3. A company that allows me to complete a call and have the other party hear me. . consistently

If I wanted to say "can you hear me now" all the time, I would be on a Cellular Phone. .

And Now. . to top it all off. . .I don't have ANY dial tone at all on one of my lines. . .and I have NOT cancelled my account yet. . .sheeesh. . .

jdr30 wrote:

what is your setup and what specifically are you experiencing?

Posts: 1389 · Posted: Sat Jan 07, 2006 2:38 pm Post subject:

Odd enough, I thought you did leave Vonage back on the 29th of December. Hmmmm...

I saw that when the dashboard was down you made 4 calls in 18 minutes. There goes the 15 minute wait times you talk about each and every time.

Viewing some of your posts, with your crappy attitude if I was a Vonage rep here I would not want to help you either on my own time.

Good great grand, you made your point over and over again. Good luck no matter where you go.

I understand that you are having problems, but a Vonage rep did ask what was going on and offered to help, but you blew him/her off with a snide remark. Maybe instead of being a rude blowhard you could have explained the problem. But no...

So you have had a great run with Vonage up until 2 months ago. Sorry it isn't working out, but do us all a favor now instead of ranting and raving again and again, just switch.

Don't let the door hit you where the good lord split you...aka you rear.

Posts: 21 · Vonage Forum Associate Joined: Jul 25, 2005 Posts: 21

Trowski wrote:

Odd enough, I thought you did leave Vonage back on the 29th of December. Hmmmm...

So you have had a great run with Vonage up until 2 months ago. Sorry it isn't working out, but do us all a favor now instead of ranting and raving again and again, just switch.

Don't let the door hit you where the good lord split you...aka you rear.

See, now theres another pefect example of someone just plain not paying attention. . .4 calls in 18 minutes. . .gee.. .now WHY IS THAT? ALL to the SAME NUMBER. . .Gee. . I wonder why THAT is. . .

Telecom experience should make you realize that in order to "leave Vonage". . I would have to have my number transfered BACK to another provider and it's going to take more than 8 Days (as I'm sure most here can attest to). . .although transfers are going more smoothly, they still take a while.

As for my "crappy attitude". . .yep. . sure do. . .I tend to have a crappy attitude with companies that don't provide customer service. Vonage cannot provide the level of service that we all EXPECT from ANY company that we choose to do business with due to their growth. . .hopefully, someone will read the posts I've made and use them to determine for themselves whether or not Vonage is "worth the risk" for them.

As for where the door can hit me. . .please. . walk behind me carefully. . .I tend to slam doors.

Twisted Evil

Posts: 1389 · Posted: Sat Jan 07, 2006 3:04 pm Post subject:

So you called 4 times in 18 minutes. Excessive if you ask me.

And yes, I do realize that ports can take awhile, but since I do not have ESP there was no way to tell that's what you are/were/ doing. So relax.

Again, still no explanation of what the issue is. But I guess that's not important of course.

And true, maybe someone will read your posts and take heed. But most people would see the history of the posts and just assume you are a wiseguy blowhard with a pissy attitude..But again that's just me.

Good luck to whereever you land. I feel for the CS reps there though.

Posts: 39 · Vonage Forum Junior Joined: Dec 08, 2005 Posts: 39

Poor service is becoming the "norm" with Vonage!!