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Vonage >>in my opinion Tom comes off as a pompous jerk in this article. He fails



>>in my opinion Tom comes off as a pompous jerk in this article. He fails to justify the title of the article by showing how canceling Vonage is any more difficult than canceling any other subscription service.

It was difficult in the sense that she gave me “attitude” when I pointed out that I could get voice & data for $50/month and she responded with a ton of attitude "Oh well, they offered you that for now, but how long is that package going to last???"

Let me reiterate what I posted in the comments section of my blog:

Let me be clear by saying she did do a good job. She DESERVES to be in the customer retention center for being tough and not giving up.

The one thing the transcript doesn't denote is "tone". She comes off as more polite in the transcript, when she actually had some "attitude".

If you listen to the beginning, her line where she says "Oh well, they offered you that for now, but how long is that package going to last???" It's pretty accusatory and with a lot of attitude. Her tone didn't sit well with me. She could have dropped the attitude and stuck with the facts. Was a total turn off.

She was being "difficult" in my opinion. I didn't need the 'sassy' attitude when I was being very polite to her. My guess if you only read the transcript which doesn't denote her tone of voice. Go listen for yourself and then judge.

>>As far as traditional companies offering forwarding service, this is not true of all mobile carriers.

I was referring to landline carriers offering forwarding number announcements. Regardless, shouldn't Vonage, on the leading edge of technology not offer MORE features than traditional landlines not less? Like I said in my post, they could have charged me for the forwarding service message and I would have paid it. Getting a few bucks from me is better than nothing at all.

>>he writes "By now I'm struggling to contain my laughter" regarding her response to his claim of technical competence. This sentence is clearly at odds with his later statements that he added these remarks for entertainment purposes.

Clearly my sarcasm and attempts at humor were lost on you. I am so hurt you didn't find me funny. :(

(yeah, that was sarcasm too.)

>> if he made a time neutral remark, like the one about being hurt, I could accept the statement, but this was clearly a description of his reaction during the call and provides the reader insight about how he views himself as superior to both the CSR and the elite team.

Who cares how I view myself? I just thought it was funny she was trying to pass me onto their crack "elite team". Even if I knew nothing about Voip, her call script was waaaay over the top with marketing fluff. The way she was espousing their elite team, I half expected that if I decided to take them up on her off of tech support, that within 15 minutes a crack unit of Vonage special forces donning orange jumpsuits would be knocking on my door with packet sniffers in hand, RJ45 crimping tools, and oscilloscopes . :lol:

>>Assuming an attitude of superiority when dealing with a company is tempting for those of us with expertise in a field

If you listen to the call, you will see I was extremely polite to her and not once did I assume an arrogant tone, or tell her that I write about Voip all day long. While my inline comments in the post contained some sarcasm and little bit of ego, that was purely for entertainment purposes for my blog readers.

>>Vonage bashing has come into favor in the blogs.

No argument here. But I don't think most bloggers enjoy bashing Vonage - they just see problems with their business model now that cable companies have ramped up their bundled offerings and other competitors. Vonage was the leader and way ahead of the curve, but others have caught up. It's just the nature of any business. If you are a leader in any industry, you will face criticism - case in point - Microsoft.

>> As shown by references on this site, the truth of the situation, though contained in the article, do not carry as much weight as the headline.

Headlines are only 1 piece of any article. You can't interpret what "Cancelling Vonage Difficulties" means simply from the headline. Maybe I was past due on my account and couldn't cancel until I paid up. Maybe my ISP was having an outage and I couldn't call to cancel. Or worse, maybe Vonage was having an outage which prevented me from cancelling. Or maybe I did indeed have difficulties cancelling.

Anyone that only scans headlines and makes assumptions is not a well-informed reader. The article I wrote contains the exact truth as it happened. Readers can read the transcript and listen to the call and judge whether or not it was easy to cancel or difficult. If they simple scanned the headline and didn't read the entire article, well, that's their fault, not mine.

I understand as a former Vonage user myself, that they have a 'cult' following. Heck, I was a Vonage user since 2002, if I recall. I still think Vonage has a good service, but they just couldn’t compete with a bundled offering I was able to find.

Also, if you ask me, "easy" cancelling would have been to allow me to cancel my service online. But requiring extra effort to call them escalates it to "medium". Giving me "attitude" and trying to hold the number portability issue over my head escalates it to "difficult".

I stand by what I wrote.



Read The Full Thread:

Tom Keating Cancels Vonage Service


Tom Keating's blog has gotten a lot of attention for an article he posted, with
9+ paragraphs just because you disagree with the title of an article? Readers
I think.... that was a pointless exchange. I'm always interested in hearing
I am certain that most journalism ethics codes have something similar. I disagree
No, absolutely not. You explained yourself that the motivation behind this is
I can't possibly begin to agree with this scale. How do you rate services that require
I find your exchange of arguments very interesting..you both have a point to say...
I think this paragraph is key. You admit yourself that you could have made this
I just disagree with how he titled the article I apologize, the post was

tkeating posted ">>in my opinion Tom comes off as a pompous jerk in this article. He fails" on 09/27/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

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HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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