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imtech
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Joined: Aug 25, 2006
Posts: 1

PostPosted: Fri Aug 25, 2006 1:43 pm    Post subject: Vonage customer service Reply with quote Back to top

I just sent a letter to Vonage custom service but would like to make it public here ( I do not visit this forum often, so I apologize in advance for lack of response):

Dear Vonage Customer Care,

Thank you for the invitation. I have always liked Vonage commercials.

But before you put so much focus on those commercials or infomercials, first make sure that the company is serving its customers in a fair way. This is not the case in my experience.

I have been a Vonage user since almost the very beginning of the company. The only reason I continued to use the company is because it saves money. And even that reason is being seriously challenged by a recent incident.

There are incidences that I was treated as a victim, as if the purpose of the company is not to serve its customers (and also make a profit of course) but to GET the customers. It almost shows that "gotcha" attitude.

In the most recent incident, I was charged over $60 of overrate entirely unfairly, and twice disconnected, rudely (with a deceptive promise to transfer to a manager), by the customer representatives when I called.

Here is a brief account of the incident if you are interested in judging whether it is fair business practice. Prior to June 2006, we had maintained two Vonage telephone lines, both with an unlimited plan. Sometime in June 2006, we decided that we needed to demote one of the lines to a limited 500 minute package because we don't use that number very much. (In fact, we don't even regularly use the other number that much either, but we decided to keep at least one line on the unlimited plan anyway.) So we made the plan change online.

Well, we were charged an over $60 overrate in the July 2006 phone bill. Shocked, I checked my online account and discovered that the Vonage had changed the plan for the wrong line, not the one I had intended. We just happened to have a spike of usage of the line we intended to be covered by an unlimited plan, when in fact it was the other line that was covered by an unlimited plan.

It may be beyond proof at this point whether it was a mistake on our part or the Vonage system's mistake, or both. But it is a mistake indeed. Because we have two lines, and one of the lines is covered by an unlimited plan and has been barely used in July, it is reasonable for the phone company to rectify this error by looking at this as if we made those extra minutes calls using the line with the unlimited plan and therefore give us a refund. By doing this, Vonage isn't making a sacrifice. It is just letting go of an unjust profit caused by a mistake which could have been caused by its own system in the first place.

With the above reasoning, I picked up the phone with confidence to call the customers service. I was surprised that the company thinks differently. And I was even more surprised by how rude, and utterly lacking understanding and sympathy, the customer representatives are. The fundamental attitude of the company is one of an adversary rather than a service provider. It is almost like a perpetrator challenging a victim to prove his wrongdoing. "Yes I did it, but you can't prove it."

Being a long-standing customer and a fervent advocate of new technologies such as Voip, I wanted Vonage to be successful. But something has got to be changed. With the type of attitude I have encountered, I don't think the company will go very far. In order to be successful, Vonage must change its attitude toward its customers. No company can be successful without treating its customers at least fairly (if not very well), not in the service industry anyway.

Treat customers fairly, and the commercials and infomercials will help on top of that.

Sincerely,
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riddler
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Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Fri Aug 25, 2006 3:48 pm    Post subject: Reply with quote Back to top

Customer Service is going to be a determing factor in a Voip companies survival...We are no longer stuck with only 1 choice for phone service now..Even though Vonage is the "Big Fish" right now doesnt mean that its the "Only Fish"..
I hope its not too late before they realize that....
I have been fortunate to have only had to call CS once,about my Number Porting...I got the feeling from CS that I was interupting something more important....
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Piggy2
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Joined: Aug 02, 2005
Posts: 8

PostPosted: Fri Aug 25, 2006 7:04 pm    Post subject: Reply with quote Back to top

Frankly I'm about ready to switch back to the local telco. When Vonage works it's great, but when it doesn't I want to kill someone.

Choppy phone service is just not acceptable, and it's usually not my Internet connection. I've been a customer for 2 years and I have endured a lot of *their* issues and spent far more time on the phone and debugging problems than I've ever had to do with the local telco.

The only thing that's really stopping me is that I'll have to give up my phone number. I don't know if fighting to get it back is really possible, but as I'm out of the original area the local telco wouldn't be able to give it to me anyway.

Next year I plan to move back to my old area so maybe then. Or I suppose I could just switch to Voip over cable as I think I would be able to keep my number that way, though I'd rather deal with my local telco and have "real" telephone service than my cable company and Voip.
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Surferbob
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Joined: Aug 22, 2006
Posts: 6

PostPosted: Fri Aug 25, 2006 8:53 pm    Post subject: Vonage Customer Service Reply with quote Back to top

You reached a bad rep, call back and try again. If you get a good rep in Holmdel, they will help you. Vonage is a good company, but like some others, the outsourcing of customer care hurts.



Dear Vonage Customer Care,

Thank you for the invitation. I have always liked Vonage commercials.

But before you put so much focus on those commercials or infomercials, first make sure that the company is serving its customers in a fair way. This is not the case in my experience.

I have been a Vonage user since almost the very beginning of the company. The only reason I continued to use the company is because it saves money. And even that reason is being seriously challenged by a recent incident.

There are incidences that I was treated as a victim, as if the purpose of the company is not to serve its customers (and also make a profit of course) but to GET the customers. It almost shows that "gotcha" attitude.

In the most recent incident, I was charged over $60 of overrate entirely unfairly, and twice disconnected, rudely (with a deceptive promise to transfer to a manager), by the customer representatives when I called.

Here is a brief account of the incident if you are interested in judging whether it is fair business practice. Prior to June 2006, we had maintained two Vonage telephone lines, both with an unlimited plan. Sometime in June 2006, we decided that we needed to demote one of the lines to a limited 500 minute package because we don't use that number very much. (In fact, we don't even regularly use the other number that much either, but we decided to keep at least one line on the unlimited plan anyway.) So we made the plan change online.

Well, we were charged an over $60 overrate in the July 2006 phone bill. Shocked, I checked my online account and discovered that the Vonage had changed the plan for the wrong line, not the one I had intended. We just happened to have a spike of usage of the line we intended to be covered by an unlimited plan, when in fact it was the other line that was covered by an unlimited plan.

It may be beyond proof at this point whether it was a mistake on our part or the Vonage system's mistake, or both. But it is a mistake indeed. Because we have two lines, and one of the lines is covered by an unlimited plan and has been barely used in July, it is reasonable for the phone company to rectify this error by looking at this as if we made those extra minutes calls using the line with the unlimited plan and therefore give us a refund. By doing this, Vonage isn't making a sacrifice. It is just letting go of an unjust profit caused by a mistake which could have been caused by its own system in the first place.

With the above reasoning, I picked up the phone with confidence to call the customers service. I was surprised that the company thinks differently. And I was even more surprised by how rude, and utterly lacking understanding and sympathy, the customer representatives are. The fundamental attitude of the company is one of an adversary rather than a service provider. It is almost like a perpetrator challenging a victim to prove his wrongdoing. "Yes I did it, but you can't prove it."

Being a long-standing customer and a fervent advocate of new technologies such as Voip, I wanted Vonage to be successful. But something has got to be changed. With the type of attitude I have encountered, I don't think the company will go very far. In order to be successful, Vonage must change its attitude toward its customers. No company can be successful without treating its customers at least fairly (if not very well), not in the service industry anyway.

Treat customers fairly, and the commercials and infomercials will help on top of that.

Sincerely,
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pixelm
New Forum Member
New Forum Member


Joined: Aug 25, 2006
Posts: 1

PostPosted: Fri Aug 25, 2006 10:29 pm    Post subject: Won't pay shipping; tech support unacceptable Reply with quote Back to top

I agree with those who complain about tech support. I have two homes; Vonage has worked at first out of the box with no need to talk to customer support. Second house, modem was DoA. Two times I spoke to Indian reps who barely spoke english (couldn't even understand my phone number); finally problem escalated to higher level tech support - waited over an hour on hold, then had to go. Second time, after persuading indian to put me directly through, she said she would wait on line with me and indicate it was urgent - still took an hour, and she didn't wait on line. Finally diagnosed malfunctioning new modem. New one shipped right away, but Vonage doesn't want to pay to ship the other one back. Omar, the rep, was argumentative and kept saying "terms of service" say I have to ship it myself. Well $*&(! it - they shipped defective modem, I suffered the cs waits and they want ME to ship? No one else does that; and it violates NY law (if product was defective, they have to replace). Rep (who was a supervisor) just kept saying "you agreed to terms of service" and got increasingly belligerent. Never thought Vonage CS could be worse than Verizon!
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dolphinjr0
Full Forum Member
Full Forum Member


Joined: Jul 18, 2006
Posts: 41
Location: Anderson, Indiana

PostPosted: Fri Aug 25, 2006 11:50 pm    Post subject: re Reply with quote Back to top

I have dealt with Vonage reps and most of them are just plain rude. Not just foriegn reps also american reps. Now Verizon, I must Verizon also has some rude foriegn reps. I am a verizon dsl tech agent and have dealt w/some rude american reps. Even in my call center. We are contracted out by verizon. In the call center they are just rude. Now I do understand why some reps do get perturbed at the customer and its because the customer does not want to listen to the trouble shooting. They thingk they know what they are doing and since the customer knows what they are doing they why call tech support?
After the tech agent proves the customer wrong, some customers apoligize and others don't and just hang up after resolving the issue.
Just FYI! Wink
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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