Vonage Contact Info? - Unhappy to say the least

Posts: 7 · New Forum Member Joined: Jun 27, 2005 Posts: 7

I finally found a few email addresses to actually contact Vonage about a problem that is months old.

Now... I was a loyal customer here for over a year but after moving to an area with zero broadband I had to move my numbers to cell phones. Anyway, here is the letter I had to send today:
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I need a legal contact for Vonage.

I have been through seven kinds of hell after being a loyal customer for over a year. When trying to move my numbers to another provider, because we moved to an area with no broadband, it required MONTHS of work and untold phone calls and emails to finally get the numbers moved. All the while I am paying for service I don't have. Now, 9 months later, I get a collections letter saying I owe 41.19, for what I have no idea. I have no invoice, no phone calls, no emails...nothing, just a collections letter for no good reason.

Every time I call I have a wait time of over 20 minutes and get shuffled around to support staff that has no idea of how to help me since I am technically no longer a customer.

If anything Vonage owes me several hundred dollars for service I never was able to use caused by the total ineptitude of their support staff (don't even get me started on overseas 'support').

I want an intelligent and responsible management person to call me to discuss this. If I have one red cent show up for collections on my credit report I can assure you I will file the first law suit in my life.

I request a response.
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I'm not going to get into all of the details here but I am an educated, technical person who used to own a web hosting company before selling it a few years back. I understand the technical side as well as the customer support issues. While I don't really have any complaints about Vonage's technical service, their VP of customer support needs to be taken out back and shot.

What is interesting is that I sent the email to their PR and Info departments with a read receipt and so far about half have been sent back with a 'NO READ' receipt (the subject is Legal Contact), I assume they receive tons of these per day and just ignore anything that looks like trouble....

Now, I wonder how long this thread will remain? (repost, it lasted less than 5 minutes, I sure wish I could reach an English speaking customer service rep in that period of time)

Posts: 2252 · Posted: Mon Oct 02, 2006 9:56 am Post subject: Re: Vonage Contact Info?

American wrote:

Now, I wonder how long this thread will remain? (repost, it lasted less than 5 minutes,...

We have zero tolerance for topics with misleading titles.

Try this:

Vonage
23 Main Street
Holmdel, New Jersey 07733

Posts: 7 · New Forum Member Joined: Jun 27, 2005 Posts: 7

I'm trying one more time to talk to someone. I managed to get an operator of sort on the phone and she supposedly sent me to someone who can help. Funny how there is no option for "we filed a fraudulent claim on your credit report"!

19 minutes on hold and counting...

26 minutes later.. .I get Gina... oh what a joy to talk to and guess what? Surprise surprise... she can't do a thing for me.

Posts: 2252 · Posted: Mon Oct 02, 2006 10:32 am Post subject:

Sorry, I just over-wrote your post while trying to reply to it.

Try this, it works:
http://www.vonage-forum.com/contact-support.html

Posts: 7 · New Forum Member Joined: Jun 27, 2005 Posts: 7

732.528.2600
732.834.0189 (fax)

Call the top number and you get 2 choices.. customer support (no thank you) or a dial by name directory. That's helpful...IF you know who you need to call!

Guess it boils down to me sending a faxed letter.

Posts: 7 · New Forum Member Joined: Jun 27, 2005 Posts: 7

Got a phone call back from Vonage. They basically told me to stuff it.

After sitting for almost 3 months waiting for my numbers to be transferred, to the tune of almost $500.00, I get to pay another 41.00 to Vonage.

Hope you like Vonage because getting disconnected from them is an absolute nightmare!

I don't have enough time in the day to post what I went through but it involved probably 20 hours of phone calls, including about 5 three ways with Vonage, Cingular and Vonage's third party that handles porting numbers. I heard it all, was promised it all yet it took an act of Congress to make it happen!

Posts: 7 · New Forum Member Joined: Jun 27, 2005 Posts: 7

If anyone from Vonage wants a good example of how to turn a happy customer into a dedicated anti Vonage customer read the post below from better days:

http://www.vonage-forum.com/ftopic7170.html

Obviously it's not all about the product, customer support and service is more important at the end of the day.