AaronM

That would be nice.



Check this out.....

Dear Vonage Customer Service

What ever happened to customer service? I've tried to get decent service from your phone support for over a month now. FINALLY today I spoke with Trisha who actually helped out. Then she transferred me to a supervisor who suggested I contact another department to discuss how upset I am with the LACK of customer service and request some sort of credit.

While on hold for that department, I decided to add an additional line through the Internet and was told that an email was sent to confirm everything. Nobody ever picked up the call after it was transferred and I ended up waiting for God knows how long before hanging up, in disgust, yet again.

Now I'm sitting here waiting for the email that your system told me was sent, a couple of hours ago, to confirm my new line. No email, nothing in the system....No new line set up.

So....I called back. Got a CS agent on the phone who barely spoke English and was in a very noisy call center which made it impossible for us to understand each other. I hung up and called back. This time the CS agent explained that my new line was not set up because my account is past due.

YOU JUST BILLED ME $1.06 FOR THE NEW LINE...Then put my account on hold because my card declined? What kind of business does that? Who stops any kind of service the day the service is upgraded and an invoice is issued? And why was I invoiced today instead of on my usual billing date? Why was I told an email was sent when it wasn't? Why not tell me that my new line can not be created until I take care of the $1.06 NEW balance? NOTHING mentioned about that so I have to sit on hold and wait longer to ask what's going on.

This is an Internet based service and your website does not adequately handle these things. And why is my dashboard ALWAYS down with a message telling me it will be back shortly? I haven't seen a working dashboard for at least 3 months.

My card was declined because it was reported lost last week and I am waiting for a replacement so I can update my billing info BEFORE my next payment should be due.

I asked the CS agent to please transfer me to the escalation team. Again I was put on hold for a very long time. I then called back to cancel my service BECAUSE OF BAD CUSTOMER SERVICE and was told it was a 25 minute wait.

Seriously......How can you justify ANY of this?

Why should I keep a service with a company that can't resolve a problem in one or two calls? I've called 13 times trying to get things done correctly.

I don't want an email back, I want a phone call from somebody who I can hold accountable and who will actually get things done, even if that includes cancelling my service.

Aaron




At least Home Depot gave me a new air conditioner..