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lazarous
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Joined: Sep 19, 2007
Posts: 4

PostPosted: Wed Sep 19, 2007 1:09 pm    Post subject: Customer Service woes Reply with quote Back to top

The following paragraph was found on Vonage's web site, after an
attempted phone service cancellation which resulted in an additonal
month of billing:

> Vonage believes that a phone number belongs to
> a consumer, not the phone company.
> Unfortunately not all companies agree. Vonage
> is striving to make the number porting process
> as seamless as possible for all consumers.
> Because we are not a traditional phone company,
> we must often follow a more onerous and manual
> process than traditional phone providers.

Yessirree! Non-traditional provider, which means they get to abuse the average consumer. I'm extremely disappointed in Vonage's customer service, and now realize they have no sense of fair play whatsoever. This is a despicable act. I do like how they've been able to twist marketing-speak around and make all OTHER phone companies evil, by making it more difficult for the consumer to enforce the phone number portability act.

It sure sounds like they're not following the process set up by the
FCC:

http://www.fcc.gov/cgb/consumerfacts/numbport.html

Comcast is my new phone provider. They sent Vonage notification of
this on August 23rd (with a port date of Sept. 5th). Conveniently, Vonage has no record (I wonder how many records they've managed to lose over the years?) of the port request. Because of this (and the fact that I didn't cancel in a "timely manner") they processed a bill on the 14th of September, charging me for the service they won't be providing from Sept 14th through Oct 13th 2007.

Vonhage hasn't been my phone provider since Sept 5th, 2007. Their equipment hasn't been hooked up since Sept 5th. They rarely provided service when we DID have Vonage... we're probably one of the more profitable customers they've ever had.

And now they pull this.

I expect a refund for the $19.94. I'm not asking for a prorated refund for the 9 days they didn't have to provide phone service, just the most recent bill.

I hope Vonage will show that they have a sense of responsibility and respectability. This is an incredibly disgusting way to do business... I mean, seriously! No other phone company on the planet acts this way, at least that I've been able to find, in numerous phone calls to other carriers.

I've been hung up on for the 14th time. I'm shocked at the irresponsible manner in which they've chosen to run their company. Shocked, disgusted... and I feel dirty ever having suggested to others that Vonage may be a viable alternative to a standard phone company.

FOR THE RECORD: _I_ made the mistake of not checking how their cancellation program works before making the decision to change service providers. According to Reese (in the Accounts Management department) and Brittany Cruz (in the Credit Department) I would have had to wait nearly 60 days before changing anyway. What consumer is going to wait that long? In the end, I'm out just under $20. However, I felt it was important to let everyone know what kind of company they are. Please feel free to forward this note to anyone you think may ever consider doing business with Vonage.

LATE EDITION: Nice work on their part monitoring the forum. They had the original version of this post pulled down within an hour. I suppose that's their perogative... it IS their forum. Too bad they aren't honest enough with themselves to allow it to stay up.

Ah well... I really didn't expect anything more from them!

Corey
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Blackjack
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Joined: Aug 07, 2007
Posts: 46

PostPosted: Thu Sep 20, 2007 8:56 am    Post subject: Re: Customer Service woes Reply with quote Back to top

lazarous wrote:
LATE EDITION: Nice work on their part monitoring the forum. They had the original version of this post pulled down within an hour. I suppose that's their perogative... it IS their forum. Too bad they aren't honest enough with themselves to allow it to stay up.

Ah well... I really didn't expect anything more from them!

Corey


No, it's not. Doesn't Vonage - An independent support site tell you anything? How about "This Site is exclusively owned & operated by 4Sight Media LLC & is no way endorsed, sponsored, provided, owned or otherwise controlled by Vonage"?

I mean come on, all your troubles are for not reading the terms of service. It's clear there that they will not refund you if you cancel during your monthly cycle. And as for cancelling when porting out a number, you also found that on their website. So again, I think you made the same mistake that you did when you though this was a Vonage official forum, not reading.
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lazarous
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Joined: Sep 19, 2007
Posts: 4

PostPosted: Thu Sep 20, 2007 10:16 am    Post subject: Re: Customer Service woes Reply with quote Back to top

Blackjack wrote:

No, it's not. Doesn't Vonage - An independent support site tell you anything? How about "This Site is exclusively owned & operated by 4Sight Media LLC & is no way endorsed, sponsored, provided, owned or otherwise controlled by Vonage"?

So who removed the original post, and why would they bother, if they're completely unaffiliated with Vonage? According to other threads I've read, this is ongoing activity on the forum.

Quote:
I mean come on, all your troubles are for not reading the terms of service. It's clear there that they will not refund you if you cancel during your monthly cycle. And as for cancelling when porting out a number, you also found that on their website. So again, I think you made the same mistake that you did when you though this was a Vonage official forum, not reading.

You point out I made a mistake not reading Vonage's terms of service... well, duh... I already admitted that in my post. Nothing new to add, I see. Typical bottom-feeder.

The point I made was that if Vonage ran their business the way the FCC requires every OTHER telephone service provider to operate, this wouldn't have been an issue. I made a mistake assuming Vonage operated in an above-board, honest, reasonable manner. My bad... but now you, and every other person who reads the post you reference WILL know they need to be more cautious working with Vonage than any other phone provider.

FYI: After working my way through all levels of support, they seem to agree with me. They've processed a refund.

Have a great day!

Corey
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rebus
Vonage Forum Evangelist
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Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Thu Sep 20, 2007 6:43 pm    Post subject: Re: Customer Service woes Reply with quote Back to top

lazarous wrote:
So who removed the original post, and why would they bother, if they're completely unaffiliated with Vonage? According to other threads I've read, this is ongoing activity on the forum.

Most likely the moderator/forum owner, Dan Connor. He's been known to let some posts slide as-is, edit them, or take them down completely, depending on how non-productive and/or anti-Vonage they are.

I've been a Vonage customer (and a forum member) for nearly 3 years, started out their biggest fan, then over time became a critic. I made a few posts praising [a competitor] altered, and one was deleted entirely-- then received a PM from Dan asking me to knock it off. Bottom line, though, is the forum does belong to Dan, and he has final discretion on what to allow.
 
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lazarous
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Joined: Sep 19, 2007
Posts: 4

PostPosted: Fri Sep 21, 2007 3:37 pm    Post subject: Re: Customer Service woes Reply with quote Back to top

rebus wrote:
lazarous wrote:
So who removed the original post, and why would they bother, if they're completely unaffiliated with Vonage? According to other threads I've read, this is ongoing activity on the forum.

Most likely the moderator/forum owner, Dan Connor. He's been known to let some posts slide as-is, edit them, or take them down completely, depending on how non-productive and/or anti-Vonage they are.

I've been a Vonage customer (and a forum member) for nearly 3 years, started out their biggest fan, then over time became a critic. I made a few posts praising [a competitor] altered, and one was deleted entirely-- then received a PM from Dan asking me to knock it off. Bottom line, though, is the forum does belong to Dan, and he has final discretion on what to allow.
 

Fair enough. I prefer forums that allow a little knocking of the subject matter. How else will they improve, unless they hear about it?

Corey
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rebus
Vonage Forum Evangelist
Vonage Forum Evangelist


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

PostPosted: Fri Sep 21, 2007 3:51 pm    Post subject: Reply with quote Back to top

I agree, and to give credit where it is due, Dan has allowed a certain degree of Vonage criticism. But when a thread turns to Vonage bashing and competitor praising, he tends to pull the plug on it.

I can see both sides, although I'm in no hurry to say much nice about Vonage these days. I have Voip lines from Vonage and AT&T, and quite frankly the only reason I keep the Vonage line (after I swore I wouldn't after their sneaky spam-a-friend stunt) is because they have a couple features I use daily, that AT&T cannot match. As far as customer service goes, the competitor is in a league so far above Vonage that it's hard to even compare the two.
  
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lazarous
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Joined: Sep 19, 2007
Posts: 4

PostPosted: Tue Sep 25, 2007 2:29 pm    Post subject: Reply with quote Back to top

rebus wrote:
As far as customer service goes, the competitor is in a league so far above Vonage that it's hard to even compare the two.
  

In the interest of full-disclosure: I was notified by my bank that Vonage had actually followed through on their decision to refund me the final month's billing which they'd debited on Sept 14th.

So, while they probably shouldn't have taken it in the first place, and I'm certain other people never received a refund, I've recieved one, and I appreciate it. Hopefully they'll change their business practices sometime in the near future!

Rebus: Hopefully your issues are resolved soon!

Corey
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