Comments on: Customer Retention Department – Vonage Customer Service Sucks

By: Hate Vonage

Hate Vonage — Fri, 03 Sep 2010 00:32:47 +0000

Their customer service blows. I was with them for 4 years and when I called to cancel, they gave me the run around and wouldn’t refund or even prorate a charge that was made to my account yesterday.

By: ilan

ilan — Tue, 30 Nov 1999 00:00:00 +0000

I’ve been going through the same all week. I just haven’t had time to call during business hours, since they run to 8pm EST, which is only 5pm here in Los Angeles.

By: M from Austin

M from Austin — Tue, 30 Nov 1999 00:00:00 +0000

Oh God, we tried for months to get our Vonage working again after they (time warner) changed the settings on our dsl (our apartment building is wired) and went through the whole rigamarole with the outsourced call center (try powering off your modem, then on, sir?), over and over, occasionally getting connected with the higher-level techs in New Jersey who were patronizing and ultimately unhelpful. One night they put us (calling on a cell phone I might add) on hold for three hours, then disconnected without picking up. Then there was the time they pulled the same stunt in the morning when my husband was trying to get to work. Needless to say, we were mad and that was the last straw.

I called the number you see in your vonage control panel when you click on something like “cancel vonage” which is a direct line to the cancellation people. The guy asked why I wanted to cancel, listened to my story, kept muttering “wow”, and finally said, and I quote, “I can see why you want to cancel. Our customer service SUCKS.”

We did end up paying the disconnect fee, but it was worth it to be rid of them. Never, ever again.

By: chasmyn

chasmyn — Tue, 30 Nov 1999 00:00:00 +0000

It took me two months to cancel our Vonage account – I cannot even describe to you the hell they put us through and the number of calls it took to get it all done. I will NEVER EVER recommend or use them again.

By: Sj

Sj — Tue, 30 Nov 1999 00:00:00 +0000

We had the same problem. We never could find a tech rep who could tell us how to intigrate Vonage with a home wireless set-up so after four days of not having phone service we canceled. It took us six days and innumerable (cell)phone calls for us to finally cancel. Interestingly we had the exact same problems- not the right call tim, dropped calls, retention dept, etc. Vonage is the worst company I have ever dealt with in my life. I heartily discourage anybody from ever using them.

By: Sj

Sj — Tue, 30 Nov 1999 00:00:00 +0000

By: digruntled

digruntled — Tue, 30 Nov 1999 00:00:00 +0000

I just want to cancel my Vonage account and going through the same pain. Aren’t there any laws that mandate companies to provide appropriate level of customer support while canceling an account? They are available 24×7 for taking money. Can we sue Vonage for this? Afterall, if I spend an hour during normal business hours that directly equates to $$ out of my pay since I don’t have the liberty to use my work time for personal matters.

By: Jan Wilder

Jan Wilder — Tue, 30 Nov 1999 00:00:00 +0000

Even if you DO call during normal business hours, and they SAY they have cancelled your account, they will still CHARGE you for ever and ever and ever and ever…I hope this company goes under SOON so then they can’t charge me for my cancelled service anymore. If anyone knows of a class action suit I would like to hear about it because I would like to throw my hat in the ring.

By: Michael James

Michael James — Tue, 30 Nov 1999 00:00:00 +0000

I’ve been using SkypeOut with mixed results. Their customer support is just terrible. The sound quality is usually good (if you don’t mind the 500ms delay) when you have a good broadband connection.

It’s really cool when it works, and I lowered my cell phone bill from $500ish/month to $150/month (I travel every week).

One nice thing about having a telephone in the computer is I can automate the call into my daily stand up.
http://scrumscreener.wordpress.com/2007/06/10/ical-applescript-skypeout-conferences-that-call-you/

–mj

By: Terral Artis

Terral Artis — Tue, 30 Nov 1999 00:00:00 +0000

I had the same horror story today while trying to cancel one line on my Vonage account. I called at 5 PM Eastern today and cancelled one of my two Vonage residential lines. I explained to the rep that I did not need the second line, and just wanted to switch to a single number. The rep dropped the one line and I was satisfied with my call.

A few hours later, I check my email and see that Vonage charged me $39.99 with no explanation of the charge. I logged into my account and found that they had charged me a cancellation fee for dropping one of my two lines.

After getting the charge, I called Vonage customer service (20 minute wait) and spoke with a rep by the name of Cherinna (employee# 12376). She explained to me that this fee is normal and it could not be waived. I asked to speak to a Supervisor, and she said that she was a supervisor, and if I wanted to speak to someone else, I would have to call back. I told Cherinna (she said that she was from the Philippines) that calling back was unacceptable, and asked her if $40 was worth losing a valued customer. She said that there was nothing that she could do. I then asked if I could re-activate the old number and reverse the fee, which she said that I could not.

This is poor customer service, and I will be canceling my other line for a fine of $39.99 ASAP if they do not give me a service credit of $39.99. I will never recommend Vonage to my friends again if this is not taken care of immediately. I will also be speaking with the Better Business Bureau.