Vonage doesn't work for fax if you have only one line

Posts: 1 · New Forum Member Joined: Dec 20, 2010 Posts: 1

I just wrote a letter to Vonage, See below. I never thought about the hardware. $124.00 charge oh my god. These people are not honest.

Vonage will sell you a single line for fax, but it will not work. They just don't care, and it's not honest.

Read on my final letter to Vonage about the nightmare customer service.

Vonage Corporate Offices
Complaint Department
23 Main Street
Holmbel, NJ 07733
12-20-2010

Dear Sirs:

I established single line service with Vonage in March of 2009. At the time of establishing service I told the sales person that I wanted to establish a dedicated fax line. I made clear at the time that I wanted one line with Vonage, to be used exclusively for a fax line.

Service was established, but I soon discovered that I could not rely on the service for faxing. I called technicial support many times throughout 2009 and 2010 trying to get the service to work.

It turns out, Vonage does not offer fax service for customers who have only one line.

This fact was not disclosed at the time of establishing service. That means the sales person and others witheld
important information to keep the customer from canceling the service.

This is not fair. It is not an honest practice. If you can not offer fax service for custmers with only one line, say so clearly up front at the time that a customer establishes service. If a customer needs just a fax line, of course they would not establish service if it will never work properly. Let the customer understand what service you offer. If it is not right for that customer, he will appreciate your honesty, and perhaps later, you will be able to do business with that customer and will not have a “poisoned” business relationship.

I was tricked into doing business with Vonage.

After numerous attempts to talk to support people at Vonage, to find out why my service would not work (including the suggeston that I purchase a 2 pin cord, which I did but does not solve the problem.) I am literally forced to
cancel the service.

Then I discover that I am being charged a fee to disconnect the service. This is really not fair.

After calling to complain I received an email from Vonage saying: “If you cancel your line after your Money Back Guarantee but before 02/22/2011, you will incur a Disconnection Fee of $39.99.”

Not only is this cost unfair, but the money recieved by your company for the entire account all this time has been based on deception and dishonest businsess practices.

Please gi ve me my money back.

The cumbersome and confusing phone system that never let’s a customer talk to the same person twice is also a source of great frustration. Your customer service is one of the worst I’ve ever experienced.

I will do my best to spread the word about dishonest business practices at Vonage.My service is scheduled to be canceled and my fax number transfered to Cox Communications on December 29, 2010.

Paul
P.S. When calling support, I was given a confirmation number by Ryan, employee number 67119. His words were ”We can do something about the disconnect charge.” Confirmation code: 31028972.