Email Address for Executive Response Team??

Posts: 9

My 20 business days have come and gone! I emailed numbertransfer@vonage.com to find out the status and got zero response. What is the email address of the executive response team?? My hope is that maybe they will at least respond with some sort of status update.

Posts: 81 · Posted: Fri Feb 25, 2005 6:33 pm Post subject:

What I did was send an email to dslreports@vonage.com and I cc'd jeffrey.citron@vonage.com (the CEO). So far I have received 2 responses back since this morning... keeping my fingers crossed.

Hope this helps. Good luck.

Posts: 3 · New Forum Member Joined: Jan 05, 2006 Posts: 3

New to Vonage (5 days) and the system worked good for me, but when I was filling out the LOA form onlineto transfer my existing phone number and at the bottom of my form was a clause stating that there may be a fee charged by Vonage for the transfer. The form gave me a phone number to call so I could find out the cost involved, but it took me 3.5 hours (talking and being transferred) to six Vonage customer care reps to find out about the fee. I had to cancel my account to find out the expense ($9.99 is the transfer cost).

Posts: 476 · Posted: Fri Jan 06, 2006 12:31 am Post subject:

Isn't the fee only if you don't choose to transfer your number at the same time as you originally sign up for Vonage service?

Posts: 3 · New Forum Member Joined: Jan 05, 2006 Posts: 3

I talked to five Vonage's Customer Care Reps that didn't know about the fee. When I cancelled my account, that is when the Account Manager said that he would credit my account the $9.99 fee if I kept my service, but the system would not allow me to fill out another LOA since I declined the acceptance to the letter. I declined the acceptance because I had no idea of what the fee was. The LOA gave me the phone number to call to find out about the fee, but no one in Vonage knew anything about the fee. I normally read my contracts before signing. I did choose to keep my current phone number when I signed up for Vonage and that is what I didn't understand about being charged a fee.
Oh well.........the unit is on it's way back.

Posts: 476 · Posted: Sat Jan 07, 2006 1:18 pm Post subject:

You canceled your service over a $9.99 fee that they weren't going to charge you? FWIW, I transferred my number at the time I signed up and did not get charged any fee to do so. Maybe it's because you initially declined acceptance to the LOA and, from that point forward, it was viewed as transferring a number after you already had service which I believe does have a fee associated with it.

Posts: 10 · Vonage Forum Associate Joined: Jan 07, 2006 Posts: 10

1/07/06
1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the router to use your service. This was confirmed by McKinsey in your Transfer Dept., Phone ID # 22789. She called the number and received a Vonage voicemail box. I also have been receiving Vonage emails telling me their is voicemail in a voicemail box somewhere.
2) I did not receive the router until Saturday, January 7, five days after you turned my service off with Qwest and ported the number. Why would you port the number before you give me a way to acces my Vonage service?
3) The router arrived inoperable - would not turn on. Tried it in a number of working outlets where other appliances worked fine. How hard is it to test hardware before you send it out?
4) Was told by your India call center that I would get another router next week. No apology, no empathy for the situation, no acknowledgement of the trouble it has caused us to be without phone service for five days, simple - "You'll get a replacement router next week." How can this be considered even reasonable customer service?
5) They finally told me it would Wednesday of next week before I got the replacement router. I had to talk to three different people before I got someone to agree to ship it for arrival on Monday (I have no confidence this will actually happen - I get the feeling I was just being appeased). Why wouldn't someone offer over-nite service to begin with when you've already caused me so much trouble as a brand new customer?
6) I received an email telling me to return the broken router on my own shipping dollar. You've got to be kidding!! I shouldn't even have to leave my house to do this (you should have UPS or DHL pick it up here), let alone have to pay to return the defective device!!
7) We haven't been able to receive an incoming call since 1/2/06. Qwest and Vonage have both confirmed Vonage ported the number too early (Qwest still has us as a customer through Monday of next week). Your system even today does not show the number as ported, but I have had three different Vonage employees (and two Qwest employees) call the number and they all agree it is going directly to a Vonage voicemail box. My wife has her business in the home - how much busines has she lost in the last week? What other critical calls have not come to us during that time?
Cool

According to McKinsey, Phone ID 22789 in your Transfer Dept. in New Jersey, the Vonage system still shows 303-470-1662 as not having been ported (even though it goes directly to a Vonage mailbox - how is that possible??). Since the system still shows this as not having been ported, I requested that McKinsey submit a "stop-order" to void the transfer so I could restore my existing service while we sort this out. She put me on hold over an hour ago to do the "stop-order" and provide a stop-order confirmation #, and I am still on hold 2 hour and 25 minutes into the call (6:04PM MT - I have a call-time on the phone). Why would she put me on hold for over an hour and not come back on the line? Is she trying to get me to hang up so she doesn't have to complete the stop-order? What kind of customer service is this?
9) Is this how you treat new customers?

Posts: 3 · New Forum Member Joined: Jan 05, 2006 Posts: 3

I cancelled because the fee was unknown until I accept the terms. The LOA stated that if I wanted to know what the fee was, then I would have to call. So I called.......after 3.5 hours of talking to the reps, I still didn't know what the fee was. When I cancelled, then the fee was told to me.
Why doesn't Vonage make the clause clearer by stating that the fee is $9.99 instead of having a customer go through six people to find out the cost? That is the reason I cancelled - Too difficult / length of time to get an answer from Vonage.

Posts: 4 · New Forum Member Joined: Nov 18, 2009 Posts: 4

egeller624, I took your advise and sent an e-mail to dslreports@vonage.com and I cc'd jeffrey.citron@vonage.com (the CEO) and literally had a response from their Escalation Team within 5 minutes. This was after fighting them for 15 days with numerous phone calls, emails to their customer support ( or lack of customer support ), board members, etc. I was just about ready to throw in the towel and I saw this post, and said I've got nothing to loose at this point, and it worked !!! I was a little aprehensive since this original post of yours was 3 yrs old, but it worked !!!
The kicker is dslreports@vonage.com is not a vaild e-mail address, but they must not know that, as sending an e-mail to that address and CC'ing Jefferey stirred the pot ...
So a BIG Thank you is in order for you, egeller624, you ROCK !!!

Posts: 7 · New Forum Member Joined: Jan 13, 2010 Posts: 7

I'm impressed the message got sent through considering the CEO isnt jeffrey citron anymore. Forget e-mail, just easier to go to their corporate site. They hid this well, but i dug and found a link that takes you directly to their board directors and sends an email to everyone.

http://www.vonage.com/corporate/corp_contact.php

I posted this on another part of this forum to help others. It goes to their CEO and support team. After spending weeks and hours on my issue, I dont think anyone should have to either.