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PostPosted: Mon Oct 24, 2005 8:13 pm    Post subject: Great technology. Dissapointing Customer service experience Reply with quote Back to top

I have been a Vonage subscriber since Sep '04. I wanted to keep my original number and transfer it to Vonage from my local carrier. I did as requested and filled out the forms and faxed them in.

Nothing happened until August '05 (ten months later) when Vonage cancelled my Transfer request, made my virtual number my main number, and told me to re-submit my request on-line. (thankfully this was all being done "at no extra charge to me"!!!)

This unfortunately happened without enough forewarning as I was on vacation at the time and didn't know about it until I got back. When I returned from vacation my Vonage line wasn't working. I called and said I wanted to cancel my service because I decided to stay with my current provider.

The Customer service rep kindly offered to give me six months credit guaranteed and up to a further two months credit or as long as it took the electronic transfer to be be processed if I would consider staying with Vonage.

I agreed. However I am still waiting for the credit as of Oct '05. I called today and asked to speak to the person I had been dealing with only to find out she "had moved on to bigger and better things" (A strange thing to be told I thought - but then again maybe she had been promoted within the company!!!)

Anyway, I explained the situation and asked when I could expect to see the credit on my account. After been put on hold and apologized to numerous times I was told that there was no record of the conversation and Vonage was now only prepared to offer me a three month credit.

When I explained I had emails from the Customer rep I was told that Vonage employees are not supposed to give out personal emails (I thought this strange as I had two from the customer rep in my in-box). I said "I don't understand I have the emails from this lady in my in-box". I was told with certainty "emails can be faked!

I therefore must assume the implication is that I am lying or some hacker has my best interests at heart .

Regardless, I find this to be very disconcerting as all I expected from Vonage was to uphold their end of an agreement (as I upheld mine) made by one of their employees working as a customer service rep at the time of her employment.

I have found the service to be very acceptable from a technical perspective. As far as the Customer service, well... I guess good technology outlasts most customer service departments so there is still hope.

Me, I guess I'm old fashioned and naive because I'm looking around for a provider that does what it agrees to and doesn't question the integrity of its cutomers.
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Mr_Sorento
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Joined: Sep 19, 2005
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PostPosted: Mon Oct 24, 2005 9:22 pm    Post subject: Reply with quote Back to top

Fortunately, I haven't had any bad service from either Vonage's customer service reps nor tech support reps. In fact, just the contrary. On top of that the voice quality is wonderful considering it's not POTS. However, with all of that said, I firmly support you about have certain level of expectations from companies when it comes to service and things they "promise". Call me "old school" but back in the day, businesses used to CARE about their customers and their business. Not the case today! Today, you are nothing more than a number and they know that if they don't keep you, then there will be 10 others to replace you. They've got a product that is very good and the price is unbeatable compared to Verizon, SBC, etc. Regardless, today's big businesses have just completely lost touch with what it means to VALUE the customer and provide CUSTOMER SERVICE!!!

If I can offer anything to help you, try calling back and speaking to someone else (someone more sympathetic of your problem). If you still don't get anywhere with this, then sit down and type up a nice, long, detailed (from start to finish with dates and names) letter (to include the emails you received) and send it to the President and/or CEO of Vonage. OK, maybe they want give you his address, but still send the letter to the manager of Vonage's Billing or Customer Service department. I've learned that the only way businesses will listen to you or respond to your complaints is if you take the time to put it in writing. This way, it's in their face, and you're not dealing with some lowly customer service rep who is merely reading information off of a computer screen and who has absolute ZERO authority to do anything for you.

Hope this helps.

_________________
Mr. Sorento Smile
ISP: Charter Cable - 30 Mbps Down / 4M Up

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-----------------------| --> Vonage V-Portal --> Phone line


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