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mikedief
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Joined: Feb 08, 2005
Posts: 67

PostPosted: Tue Jul 03, 2007 2:23 pm    Post subject: A positive cancellation experience...really...I'm not joking Reply with quote Back to top

After reading about all the headaches, I decided to call a couple days early to cancel my service. After navigating the voice menu, I was on hold about 5 minutes. After the hold, a polite man named Tim (in NJ even) answered. He asked me for my account information, and then asked for the reason for my cancellation. Not wanting to be subjected to offers for elite teams or anything, I said that I was moving to a place with no internet. He did make a couple short pitches. One was for a company Vonage partners with that supposedly finds internet access for you. I just said no thanks, and he didn't persist. The other pitch was for suspending, rather than cancelling the account. After another no thanks, he dropped that. He then put me on hold for about 30 seconds. When he returned, he said the cancellation was done, and that it would take effect immediately. I would be getting a confirmation email with the confirmation number. I won't be able to get that email till I get home but everything else went smoothly.

I don't know the ratio of positive/negative disconnects, but I suspect a combination of day of week/time of day of call, and attitude of caller and agent can play into this. My suggestion would be to call on other than Monday or Friday, be polite (but firm), and give the reason of moving to a place with no internet. That doesn't give an opportunity to pitch "elite" or "advanced" tech support services, or free months or whatever. While that reason may not be truthful, I don't think any harm is done. You really shouldn't need to give a reason at all.

Not counting the original hold time, I spent about 4-5 minutes on the phone, which included a smidgen of small talk.

Anyway, with all the bad stories out there, I thought I'd throw out a good one. I actually will miss Vonage, its service was good. It was Comcast's recent oversubscription of my node that drove down my QOS to the point that in the evening all my calls were intolerably choppy.

Oh, and yes, I actually am moving.

Thanks, Vonage, for a good ride.

Mike
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