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MTG
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Joined: Jun 13, 2006
Posts: 1

PostPosted: Tue Jun 13, 2006 11:25 am    Post subject: Quitting Vonage - Hold TImes are ABSURD Reply with quote Back to top

For the past 4 days I have been trying to request a credit on my account in which Vonage billed me for a replacement router that I should not have been billed for.

To make a long story short, I emailed customer service to request a credit. One email they didn't address the question about the credit, and another email they told me to call customer service.

I refuse to call customer service when the hold times have consistently been over 25 minutes over the past 4 days.

Anyway, goodbye Vonage -- I disputed your transaction with the credit card company since you can't answer your phones in a timely fashion.

25 minute hold times are completely unacceptable.
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vidmaster
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Joined: Apr 06, 2006
Posts: 35
Location: Brick, NJ

PostPosted: Tue Jun 13, 2006 5:45 pm    Post subject: Reply with quote Back to top

You won't get a refund unless you call in to speak to someone in billing, acct mgmt, or a supe. If you didn't return the old Vonage router within 14 days of getting a replacement, you will get charged. If you did return it within 14 days and got a tracking # for it, call them and you'll get refunded without any hassle. Also, don't call in the middle of the day, call early before you goto work or late @ night before you goto bed, middle of day is when everyone and their mother calls.
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member10841
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Joined: May 03, 2005
Posts: 15
Location: West Coast

PostPosted: Tue Jun 13, 2006 9:20 pm    Post subject: Customer Service Hold Times Reply with quote Back to top

Hello,

That is some good advice vidmaster. However I think that MTG has already decided to leave Vonage and has already begun steps toward "separation". It is too bad that Vonage has not improved hold times to handle the problems people have or somehow improve their service and account management procedures to reduce customer problems in the first place. I feel that Vonage's customer service through email is not much better than through the phone either. Eventually there will be a point where new customer acquisition will not be enough to sustain their revenue and they will be forced to either improve or lose customers at an even faster rate.

-member10841
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cid92
Vonage Forum Senior
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Joined: May 18, 2005
Posts: 76

PostPosted: Wed Jun 14, 2006 10:22 am    Post subject: Re: Quitting Vonage - Hold TImes are ABSURD Reply with quote Back to top

MTG wrote:
For the past 4 days I have been trying to request a credit on my account in which Vonage billed me for a replacement router that I should not have been billed for.

To make a long story short, I emailed customer service to request a credit. One email they didn't address the question about the credit, and another email they told me to call customer service.

I refuse to call customer service when the hold times have consistently been over 25 minutes over the past 4 days.

Anyway, goodbye Vonage -- I disputed your transaction with the credit card company since you can't answer your phones in a timely fashion.

25 minute hold times are completely unacceptable.


So when the cable company puts you on hold for 30 minutes, you're dumping them too correct?

How about the "real" phone company when they shuffle you from department to department for 40 minutes. Leaving them as well?

Own a computer? When Dell/HP/Gateway/whoever puts you on hold for 25 minutes, are you throwing your computer out the window and buying a competitors brand.

When buying a car - when attempting to make a deal and the salesman takes 20 minutes to talk with his manager, you leaving the dealership?

Didn't get that deal on the house you wanted cause it took over 25 minutes for the seller to respind to your offer?

When your significant other keeps you waiting for over 20 minutes while they get ready, you leaving them?

Has society become that impatient that 25 minutes has become a lifetime?

Look it happens. **** that you're potentially getting shafted on a credit but if you were within the terms of the initial contract, you should get your credit. If you weren't within the terms of the contract, then you need to work something out with Vonage, even if it means being put on hold.

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