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blackbear
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PostPosted: Sun May 06, 2007 11:45 am    Post subject: Vonage vs the customer. Reply with quote Back to top

Called Vonage to quite service. First rep asked for my name, billing info and address. (i will refer to this as the loop). He then transferred me to another rep, that also needed the "Loop". This rep then transferred me to yet another rep that also needed the "loop". this rep placed me on hold for 6 minutes (timed) and then let me know that there is a 150$ cancellation fee, because i didn't have service for 12 months... i had 4 months left. He said, that it was in the TOS.... so i looked it up..

"3.6 Disconnection Fee (Does Not Apply to Business Plus Customers). You will be charged a disconnection fee of $39.99 per voice line if your Service is disconnected, subject to applicable state and local laws. However, if your Service was activated on or after February 1, 2007 and is disconnected after two (2) years following your activation date, the disconnection fee is waived. If your Service was activated on or before January 31, 2007, the disconnection fee is waived if your Service is disconnected one (1) year following your activation date.""

WOW, for 39.99 to 150$. Obviously the rep was lying and then told me that he could put me on "Residential 0" plan, that coasts 4.95$ a month. I made one call for 8 minutes and was charged 31 cents...or 3.9 cents a minute. (this was an INBOUND call to me from work!).

Obviously Vonage has ripped of Verizon's patents, there service is in jeopardy and now they are doing whatever they can to keep people on board with there service. I however, do not like being lied to and will not accept this from any company. Wednesday i call again, to cancel, and this time i record it, because i am sure that it will make a GREAT article for digg.com and Voip websites. As well, as a good listen for an attorney. If however, they say the 39.99, then i will cancel, and never look back.

Vonage was a great company. I just hope my friends with Vonage still, will not end up regretting the day they came to this service.

(note: Vonage increased cancellation time to 2 years. that is 12 months longer then any other Voip service.)
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noct
Vonage Forum Master
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Joined: Nov 11, 2006
Posts: 208
Location: New Jersey, USA

PostPosted: Sun May 06, 2007 12:40 pm    Post subject: Reply with quote Back to top

Interesting. You have to keep in mind that any major corporation has a retention department, no matter what fancy name they get.

I think if you call in again, maybe you should request to cancel. Someone on the forum said something like "I know you're required to try and save me, but I am not interested. I am aware of the $39.99 disconnection fee. Please cancel my service." and they canceled him/her soon after.

If it doesn't work? I'd request a supervisor.
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xcrunxc
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Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Mon May 07, 2007 12:23 am    Post subject: Reply with quote Back to top

Not sure where they came up with the $150 fee there, but it is $39.99 per-line to disconnect from what I understand if you are within the first(or now second) year of service. Did you get a new device recently or sign up under any special promotion? Those are the only things that I can see adding that much more to your cancellation. If you got a new device at a discounted price or free and cancel before the term of that rebate, the charge you for the device. If you signed up under a promotion that either gives you a cheaper rate plan, or give you something like when they were giving away $200 giftcards, they will charge you the difference or price of the promo offer. Other than that the retention rep was probably just throwing out a big number to try and keep you. I have thankfully never had to deal with Vonage's retention department but from what I hear they can be pretty brutal and will try anything they can to get you to stay.
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rebus
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Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Thu May 10, 2007 5:20 pm    Post subject: Reply with quote Back to top

I called to cancel one line-- from 5 lines down to 4-- and had to just about pass a stone to get the rep off my back about keeping it. He blathered on, and on, and on..... reason after reason NOT to cancel the line. I had to get indignant and tell him to knock it off and quit wasting my time-- just turn off the dam**d line before I get angry. He finally got the hint. The extra line was for a teen who moved away to college, and the extra line was no longer needed. JEEZ!!
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