Vonage service CANCELLED after Day 1

Posts: 16 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 16

guys we can beat this to death. I appreciate the boloney sandwiches Surprised

and the "human touch" of Dr. Phil discussing how humans aren't perfect and we all make mistakes.

it is what it is

A dissatisified customer just cancelled his account.

Posts: 336 · Posted: Sun Feb 06, 2005 1:41 am Post subject:

That's fine, but I fail to understand why you would have one problem, and decided to come online and trash Vonage as well as make sarcastic statements about comments that others are making. Do you want sympathy? Are you looking to prevent others from signing on to Vonage based on your one unforgiving experience with them?

I think you have versatility issues.

Posts: 492

Hey now! Your entitled to send your POS back anytime you like, or rather within 14 days, and you are certainly within that margin for a refund. Go for it. In the mean time, sit down, relax, take a stress pill. Such pent up anger is not good for you. Don't worry, everything will work out.

Oh, and I do agree with DarKev 100% However, I think it's a personal problem.

Posts: 115 · Vonage Forum Senior Joined: Aug 12, 2004 Posts: 115

DarKev wrote:

That's fine, but I fail to understand why you would have one problem, and decided to come online and trash Vonage as well as make sarcastic statements about comments that others are making. Do you want sympathy? Are you looking to prevent others from signing on to Vonage based on your one unforgiving experience with them?

I think you have versatility issues.

come on kids stop the ping ponging. we all know it is the pits dealing w/ Vonage when we have issues. I average 30-40 minutes holding times (since I joined in aug/sept04 - to Vonage lines) most times I call. If a customer has a legit issue, give him a couple of freebies, like cash, some svc credit, overight a replacement unit, etc. I just can't tell u how many times I think to myself "I am wasting my time w/ this - Vonage does not respect my time" . The only reason I am around is b/c I like cool techy stuff, and I have two cell lines with tons of mins, and one reg landline so a screwed up Voip svc will not kill me. However, if Vonage were my only phone in the home, I would have left long ago due to their general insensitivity towards customers (ME). Well, Ihave met a few great reps at Vonage, but not enough to justify the issues I have had and BS I had to deal with so far. Again, it's hard to kick a habit with a tech junkie like me. LOL

Posts: 188 · Posted: Sun Feb 06, 2005 3:38 am Post subject:

Just have to add my thought to this...love my Vonage no problem just plugged it into the back of MS wireless router and got connected and been connected since last Wednesday. It does not have to be Vonage it can be any type of service where consumers be failed. At our old apt had major issues with the landline when it poured down rain I would lose my dial tone. Time Warner cable internet has their issues too...their servers go down. I did have one minor problem with Vonage which was fixed...had to get a new number because the first one was not working properly and got a credit for it. Sorry for those who have been having problems but so far so good I am HAPPY. As long as I am saving money and able to make unlimited calls I am HAPPY. Sprint is sad to lose a customer but they will get over it LOL

Posts: 336 · Posted: Sun Feb 06, 2005 10:50 am Post subject:

I have had problems myself with Vonage. I'm still having a problem with the Call Forwarding feature - which does not work in Canada if you have the "International Calling" disabled. Try forwarding your telephone line to a Canadian phone number with International Calling disabled! It won't work. It will give you the message:

Error
The following error(s) occurred:
Invalid phone number format

Vonage has known about this issue for a month or more now, but I guess they don't think it is a high enough priority to add the Canadian area codes to their system so that this won't happen. In the meantime, I have enabled international calling on my phone line, otherwise I would have no call forwarding to any Canadian numbers.

911 is also not here in Canada, even though I saw blurbs on the website stating "Coming soon" months ago. How soon is now?

I have issues with Vonage myself, but none that I haven't called them about. None that would make me decide to leave them. Bell Canada is one of the worst phone service providers in the country, and they still have quite a monopoly. I'm so happy that Vonage came along. It gives them a run for their money. It is never good when any company monopolizes a product or service.

Customer service? I called Bell Canada to ask why my Cell Phone went up by $5.00 per month, and the woman on the customer service line said, "Are you calling just to complain about a mere $5.00 charge sir?" I responded that if it was such a mere charge, credit me back the money. It's $60 extra per year for me, plus 15% tax giving us a grand total of $69. Finally I told her I didn't appreciate the comments she was making and the snickering in the background, and I asked her for her name. She wouldn't give it to me. I asked to speak to a supervisor and she hung up.

I've never received this type of service from Vonage. Never ever. Their wait times are bad, but overall, they are not the worst when it comes to customer service. Having someone joke to your face about a serious problem and hang up on you is absolutely the rudest and worst service ever.

Posts: 22 · Vonage Forum Associate Joined: Jan 27, 2005 Posts: 22

.

Bad customer service is one thing, no patience is another.

Posts: 222 · Posted: Sun Feb 06, 2005 12:23 pm Post subject:

We've seen lots of people here with number transfer problems that have gone on for months or with bad routers/adapters after two or three tries. And we've heard many stories of people who could not get answers to emails to Customer Service after two weeks or who could never get through on the phone or are disconnected after waiting on hold for long periods. It is understandable if those folks are frustrated or even angry, but most of them eventually get their problems solved.

You, on the other hand, apparently got through to Customer Service on the phone and were offered a replacement unit -- even though the problem may well be in your own setup. You were a customer for all of a few hours. It's hard to understand your level of anger here, and it really sounds quite unreasonable. There are lots of possible causes of your problem: setup error, ISP port blocking, bad cables, bad telephone hardware, bad modem, bad firmware, bad adapter hardware. Unfortunately in life, things don't always work the way we expect. The best we can hope for is the kind of Customer Service response you apparently got from Vonage -- a quick (same day) and reasonable offer to help you correct the problem.

Vonage is probably better off without you as a customer, because the customer is not always right. Sometimes the customer is unreasonable or wrong, and you seem to be in at least one and probably both categories. Based on your own decision, you'll probably be happier with another service. Though no company wants to lose business, Vonage will definitely be better off too and should not miss your business.

Good luck with whatever other service you decide to use. I'm sure it will be cheap, offer lots of free features and work 100% of the time. And if it should ever malfunction, Customer Service can just flick a magic wand and fix all your problems without any inconvenience to you. That's how the world should always work.

Fletcher

Posts: 41 · Full Forum Member Joined: Jan 19, 2005 Posts: 41

Fletcher wrote:

lots of stuff

Fletcher

<golf clap>

An excellent response to this situation...

Posts: 244 · Posted: Sun Feb 06, 2005 4:39 pm Post subject:

If you dont have the patience to deal with issues and or things not working exactly right Voip is not for you.

It is still new and expanding technology.

Personally, after a few mods and 2 adjustments by Vonage tech support in which I called at 6am est (to avoid queues) my setup works flawlessly and no one can honestly tell the difference.

Im saving money and getting more.

Most of the issues I have seen have been related to poor internet service & improper configuration. There are a few hardware problems such as the faulty linksys devices but that is not really correctable by Vonage.

I have enough ms and cisco certs to fill up my entire wall but that does not make me a voip/sip expert.