This is how you lose customers FAST!!!

Posts: 5 · New Forum Member Joined: Mar 09, 2005 Posts: 5

Three days of busy signal from Customer Service!!!

I am pissed .. for the last three days my business phone does not take incoming calls. I call Vonage and the customer service in nonexistent and incompetent at best. Despite a written request, they signed me up for the wrong account. When I asked them to change it they charged me. they over charged my credit card twice and won't credit my account despite my calls and their promises. This is how you lose customers FAST!!!

Posts: 4 · New Forum Member Joined: Mar 09, 2005 Posts: 4

Agreed.

The level of customer service is poor.

And the level of their phone service is very poor of late.

Posts: 2251 · Posted: Wed Mar 09, 2005 12:46 pm Post subject:

Maybe you would like to describe your technical issue in detail?

Posts: 5 · New Forum Member Joined: Mar 09, 2005 Posts: 5

dconnor wrote:

Maybe you would like to describe your technical issue in detail?

Fair enough.

Technical issues:

For the last three days all my incoming calls can not hear our voice on both our line. I can make out going calls most of the time. This morning our service has been down for the last hour. I have rebooted and reset the router. My internet connection is solid and has not lost connectivity for the last three weeks (I monitor it). I have also tried multiple phones thinking that it might be my phone .. but no dice. (FYI: I have a Linksys router)

Billing Issue:

When I signed up for my account four months ago I signed up on a special 24.99 Unlimited Business Plan. I signed up online with a live(online) customer service person. I asked for the business plan (I have the conversion) but was signed up for Unlimited Personal account. When i called to ask Vonage to change my account they recharged me all the setup fees. When I complained they promised to credit my account .. its been two weeks and no credit.

I have been trying to call .. if the phone is working I get a busy signal, few times I have been able to get to a normal dial tone the Auto Attendant system at Vonage has hung up on me. If I don't get this resolved I will move my account. This is not customer service!

Posts: 5 · New Forum Member Joined: Mar 09, 2005 Posts: 5

I have now been on hold on my cell phone for Vonage since my last post which was an hour ago. My internet works .. I am posting this ... but my Vonage phone is still dead.

I also posted my issues to my online community of 180,000 people across US. I want to make sure they know how Vonage treats its customers. Evil or Very Mad

Posts: 5 · New Forum Member Joined: Mar 09, 2005 Posts: 5

After a 2 hours of hold time I was privilaged enough to talk to a very nasty Customer Dis-service person. I was promissed a call from someone in management to take care of the technical issues ... guess what ... here is the end of business day NO CALL!!!

I was also promissed a refund for the extra charges .. guess what .. as of yet there are no credits on my account!!!

Wow .. what a great company Rolling Eyes

You guys remind me of the way the cable companies used to be! Evil or Very Mad

Posts: 98 · Posted: Wed Mar 09, 2005 9:11 pm Post subject:

Hmmm...
Never heard of a $24.99 business plan. As far as I know, business plans start at $39.99. Where and how did you find a business plan for $24.99?

Posts: 68 · Full Forum Member Joined: Jan 30, 2005 Posts: 68

Medic63 wrote:

Hmmm...
Never heard of a $24.99 business plan. As far as I know, business plans start at $39.99. Where and how did you find a business plan for $24.99?

Probably some temp special offer. I know they offered me something similar to get me to sign up.

Posts: 66 · Full Forum Member Joined: Feb 07, 2005 Posts: 66

the 24.99 is a personal plan. The person signing you up screwed up.

Business plans start at 39.99..

Glad to see you got the good one tho..
grin