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navydavy2001
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Joined: May 26, 2005
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PostPosted: Mon Jul 23, 2007 12:51 pm    Post subject: Reply with quote Back to top

Do you think your $200 is really going to help a company like Vonage stay afloat?

Multiply that $200 by the monthly churn rate and you tell me.

i think all the legal crap that verizon put them through scared a bunch of Vonage customers into jumping ship. that may have shook them up a bit but if the company were in that much financial trouble as you describe, they'd fold. there would be no end in sight to ever coming out ahead and they're in way to deep to be able to "take the money and run".

That's probably the point of why Verizon did it, and why Sprint is doing it, but in the end, if your front-facing customer service is crap, and you have more outages than other companies, customers will start to raise eyebrows.

you can file a complaint with the BBB or you can take them to small claims court.

The BBB is worthless. Did you know that companies can pay to get themselves listed as a pretty, rosy-colored company. They can even have complaints listed as resolved. Companies are pressured by the BBB to join, because people think the BBB is a customer advocate.

you can also file with your state's attorney general. if enough people that were having these kinds of problems filed these complaints with them, then the state would step in.

This has already been done in many states. Some of the recent rumblings in Congress and the FCC, specifically over 911 compliance, were probably fueled by Vonage's growth/issues.

The bottom line is that until they fix customer service, add features to better align with competitors, and fix the legal issues, they are doomed to a slow death. It may take a few years, but if it doesn't change, it will happen.

Take a peek at what the stock is doing today.

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sgtp111
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Joined: Jul 08, 2007
Posts: 9

PostPosted: Mon Jul 23, 2007 3:21 pm    Post subject: Reply with quote Back to top

hwhankins wrote:

They issued a credit to my CLOSED Vonage account when they received the equipment back but can't explain why the $200 they credited me hasn't been credited back to my credit card.


Did they charge you 200$ while disconnection or you have deposited that amount?
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hwhankins
Vonage Forum Associate
Vonage Forum Associate


Joined: Jun 10, 2007
Posts: 14

PostPosted: Mon Jul 23, 2007 4:05 pm    Post subject: Reply with quote Back to top

sgtp111 wrote:
Did they charge you 200$ while disconnection or you have deposited that amount?


No, they charged $39.99 when I called to disconnect. The rest was the original activation fees and a WiFi phone that I returned.
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rebus
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Mon Jul 23, 2007 7:50 pm    Post subject: Re: Is Vonage going too? Reply with quote Back to top

danill wrote:
I have Vonage at home and although have never noticed an outage with Vonage.

Probably because Vonage's outages usually happen during the workday.... at least that's been my experience. We have multiple Vonage lines at work, so we notice very quickly when an outage happens.

Because they happen usually in the daytime, I've often wondered if Vonage chooses to deploy new systems, or upgrades, during the workday rather than between midnight and 6:00 a.m. like most other major NSPs. (which is the responsible thing to do)
 
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melodywhr
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 19, 2007
Posts: 18

PostPosted: Mon Jul 23, 2007 8:08 pm    Post subject: Reply with quote Back to top

Vonage deploys website upgrades during the business day. not sure about network.
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rebus
Vonage Forum Evangelist
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Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Tue Jul 24, 2007 3:11 pm    Post subject: Reply with quote Back to top

melodywhr wrote:
Vonage deploys website upgrades during the business day.

Grrr.... that probably explains why the control panel is inaccessible at least once or twice each month. IMO, very irresponsible to do service-disrupting maintenance during peak traffic hours.

If I did (non-emergency) network or server maintenance during the day which knocked any of our services offline, my head would roll.
 
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hwhankins
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Joined: Jun 10, 2007
Posts: 14

PostPosted: Tue Jul 24, 2007 3:20 pm    Post subject: Reply with quote Back to top

rebus wrote:
If I did (non-emergency) network or server maintenance during the day which knocked any of our services offline, my head would roll.


You're thinking about companies that care about their customers. Remember, this is Vonage we're talking about. They couldn't care less about their customers.
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