TERRIBLE SERVICE-ANYONE ELSE?

Posts: 831 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 831

bobmakita wrote:

It should not be a hassle to cancel any service....

That I agree with, and one would think Vonage would get over this tactic . . .promotes too much bad press, especially for a company who tries to expand market via word of mouth and brand identity.

Based on reports, other services do this as well, but not to the point Vonage does it Typical experience I have read about Direct TV, they try about three times to get you to keep their dervice, not the 5 to 10 times Vonage tries.

Posts: 3 · New Forum Member Joined: Apr 01, 2008 Posts: 3

In no way being sarcastic, but if Vonage had some of you guys in their service department they would have better user ratings and probably have talked me into staying as a customer. If you have ever owned a dog they bark for a reason. My 2 just did to let me know the neighbor came home. Or perhaps they bark because they got some really bad service and need to be heard. Barking is not anger but frustration or a way to get heard(noticed to fix something). I am glad you all got and have had some really good service, I did not and wanted my voice to be heard. Again, I wish it was otherwise, I was patient with it for a year and did not just leave-life; people,machine,and circumstance are not perfect and are not expected to be. But sometime you have to bark at bad service. No offense was meant to any happy users. Maybe I simply was not supposed to be a customer. I felt in talking to customer service that I was bothering them because I needed their help and my wife even by my responses said the same thing from listening to me. I work retail and the # 1 rule is to make the customer feel important and valued and help with their concerns. You can disagree, but they should go away feeling listened to and as a friend. I wish their customer service had as much passion for the service as you guys...

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

Now these are valid points.

Truthfully, I always tell my Vonage referrals that they need to investigate the customer service. I'm under no illusions that there are many unsatisfied customers. While I've been pleased, I am not naive to think it's all roses with this company

The reality is that Vonage has too high of a churn rate. No doubt there is a correlation with that fact and their customer service.

As with you, I do wish your experience had been positive. I've said before that Vonage gets the blame for a lot of things that they have no control over. Your issues with phone quality may or may not have been at Vonage's end. Your issues with customer service is in their court and they must get better.

Best regards