Customer Service Problems

Posts: 1 · New Forum Member Joined: Jun 25, 2005 Posts: 1

I had a lovely experience with Vonage this week.

I called support because our VT1000 has been dropping out completely (no phone or internet) almost daily for a week or two. I've been a customer now for about 2 years and have never had this problem before, and, haven't changed anything recently with my setup.

So I go through all the levels of customer service (1 - 2, etc).

Basically, after rebooting it twice, they determined that I needed a new VT1000. I was fine with that actually, until they told me that I was going to have to pay $100 for the device.

This pushed me over the edge. First, the call had taken over an hour and a half to get to the point i was at. Second, the guy kept calling me "Jon", when I kept telling him my name was "Don" (both techs were Indian, so it was hard for them to get stuff right).

Second, I said "well, how can you tell from me rebooting it twice that it sounds like I need a new adapter?" He really didn't have any answer for this. I told him basically that I could go to Tomato Vine or some other service and get a new free adapter and even 1 free month of service. He said then that he didn't have any authority to give me a free adapter since my 1 year warranty had expired but he would transfer me to some special management group to see what they could do.

Well, once transferred to them I got the nice "your wait is 25-30 minutes" message. So I sat on hold for about 20 minutes (on my cell phone, like I had for the entire call) when I was disconnected from them. My cell didn't die either, I had full bars the entire time.

Well, that was about Tuesday or so of this week and my adapter hasn't crashed once since. Maybe they fixed something on their end and didn't mention it. Who knows.

All that I know is that if it does start to drop out again, and we go down this path again, I will not be suckered in to buying a new adapter. Hell, Best Buy sells one that's almost 1/2 the price of whatever they were trying to sell me.

Vonage showed no reward for me being a loyal customer at all.

Jithender wrote:

I am trying to get hold of Vonage customer service from account management since a week to suspend my phone as I am going on vacation for nealy a month time. Every time I call there will be a default message saying "this call might have wait time of 15 to 25 minutes". Even after waiting for 25 minutes there is no response. It just goes on music mode.

The nubmer I was trying is : 1800 860 5491 (I got this number from one of the CS of vonage).

I have called all other services like car insurance / cable /cell phone in no time and got the response so quickly. I just got fed up with only Vonage. I think I will give up this. May be just loosing $25. Sad

Posts: 171

Jithender wrote:

I am trying to get hold of Vonage customer service from account management since a week to suspend my phone as I am going on vacation for nealy a month time. Every time I call there will be a default message saying "this call might have wait time of 15 to 25 minutes". Even after waiting for 25 minutes there is no response. It just goes on music mode.

The nubmer I was trying is : 1800 860 5491 (I got this number from one of the CS of vonage).

I have called all other services like car insurance / cable /cell phone in no time and got the response so quickly. I just got fed up with only Vonage. I think I will give up this. May be just loosing $25. Sad

I'm not sure, but my guess would be that if Vonage allows this that they'll charge you $10 to suspend the account, and another $10 to restore it to service. If I were you I'd kiss your $25 away. I never tried this, but do the "normal" phone companies do this?