The problem is that they are growing...Now 1 Million customers. More customers using fairly new technology means longer wait times....when your new provider grows you will see a decrease in customer support there as well.
Shad
NiteCourt wrote:
I was a Vonage customer since November of 2003. I just cancelled my service the other day after my number finally ported out of Vonage. The main reason I cancelled was customer service. It used to be great. Short hold times. Actually getting replies from support via email. The last straw was broken back in February when I had a technical problem. I hung up after on hold for 20 minutes and never got any replies to my emails even after following up to the 'automated' ones. I even sent an email threatening to cancel to the 'send us your stories' in the snail mail newsletter, the president, and customer service. Never a call or email back.
Five to ten minutes on hold I believe is reasonable. Not 20. I expect glitches and other problems now and then since it's the nature of Voip. But when I have a problem that lasts for a few days and I need customer service, I expect a response. I think Vonage grew to fast with all its advertising.
I switched Voip providers and so far, no problems with quality. I even tried out their support to check response and was talking with someone in less than 2 minutes. General email questions (After I was a customer) were answered within an hour. Also got features that I like better than Vonage, costs less, and free phones. One thing I must say is that Vonage answers pretty fast after navigating through the 'automated' phone system and pressing the number for 'I want to cancel'. The person on the phone was very nice. Even wanted to give me some free months and a number since mine was ported out. He tried everything to keep me as a customer. Gave me a direct number to call for support with an extension. All of it too late. He said "I wish you had talked to me sooner". Well, I wished someone would have responded to me back in February.
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