Bad Customer Service for Accidental Feature-add.

Posts: 7

So I'm staying in Europe for the next few months, and when I arrived I couldn't hook up my Linksys adapter at the hotel. Since I was going to be there a while, I decided to add a SoftPhone to my account until I could get moved in to my permanent place.

I accidentally signed up for a Virtual Number. I know, I know, that was a pretty lame mistake, I guess I clicked the wrong thing. I immidiately fired off an email to customer support saying I didn't mean to do that, and asked if they could cancel it and refund me the set-up fee.

I then signed up for Soft Phone (and paid more setup fees). Vonage replied to my email and said that, regretebly, they couldn't cancel services via email, but that I should call them and take care of it.

And I tried. Man did I try. Softphone really is awful, especially on Mac OS X (intel). It crashes constantly, and the quality is just staggeringly bad. At no point could I stay on the line long enough to deal with Vonage customer service, who couldn't understand what I was saying. I tried 3 different internet connections, nothing.

So I waited. Now I have my phone adapter hooked up at my new place (about a month after i signed up for my accidental virtual number). The quality is fine. How can the Softphone suck so much, but the adapter be fine? Who knows...

I now had the means to call and ask for my refund/credit whatever. But they refused to give it to me. I told them about my email to them, and their email to me, and I asked to speak to a supervisor.

Nothing.

They did take the virtual number off the account, but they refused to give me any credits whatsoever. Never used it, never wanted it, told them about it the day I made the mistake, but it didn't matter.

I was going to keep Softphone (if I ever managed to get it working), but now I don't think I will (even if I can).

Has anyone else had customer service issues like this? Is this an anomoly? Should I try calling again? Even though it's only $15 (or more if you include the crappy softphone), it makes me want to cancel since horrible customer service shouldn't be rewarded... arg!

Posts: 33 · Vonage Forum Junior Joined: Sep 14, 2006 Posts: 33

Do a search here on the forum. I believe I saw somewhere here a number (direct) to the tech support center in New Jersey. If you can find it call tech support and demand to be connected to someone in New Jersey, I bet you'll get that credit....especially if you saved all corespondences (emails) yo received.....Good Luck.

Posts: 101 · Posted: Mon Oct 16, 2006 7:16 pm Post subject:

"I believe I saw somewhere here a number (direct) to the tech support center in New Jersey."

Where? I want the number really bad!!!! Post it or PM me.

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

Search for Executive Support Team. Call that number and explain the situation.

Posts: 4694 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4694

Try 888 250 1799.

Posts: 101 · Posted: Tue Oct 17, 2006 4:08 pm Post subject:

Does that # go right to NJ level 2 tech support?

Posts: 4694 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4694

It goes to NJ customer support. They can connect you to tech support.

Posts: 101 · Posted: Tue Oct 17, 2006 8:05 pm Post subject:

I want the direct number for NJ tech support so I don't have to explain my situation 3 times to customer support then tech support 1 then tech support 2. They must have a direct number.

Posts: 253 · Vonage Forum Master Joined: May 23, 2006 Posts: 253

try this number

1-866-243-4357//account management dept.

asked them to make a full review on what happened on your account.

share the complete story if needed.

i assure you this people can help you on this issue.