Before reading this article, I had no idea who Tom Keating was. After reading the article, I still don't know who he is, nor do I care.
I had a much worse experience trying to leave Verizon Wireless. I was on the phone for approximately 2 hours arguing with their customer service manager about an outstanding balance that I didn't actually owe. They refused to let me cancel without paying some early termination fee, which I confirmed weeks before hand I had already satisfied my contract with them.
I see nothing wrong with the way the Vonage CS agent behaved.
Before reading this article, I had no idea who Tom Keating was. After reading the article, I still don't know who he is, nor do I care.
I think that is the salient point here. Don't worry about Keating or his cancellation problems. He's not a recognized industry figure in any respect, he's a guy with a blog.
. . . who saw the media coverage and publicity for the guy who recorded his horrible experience cancelling AOL a couple of months ago (and this Vonage experience doesn't even register compared to that!) and figured he'd do the same thing.
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