| |
Date: 2008-09-29 16:28:31
First name:Larry
Number of calls made to support: 3
Minutes of life wasted: 24 hours
Final level of frustration: 10 (10 is bad) |
| Description:I tired to have the voange account put in my dads name since my step-mom passed away. I can't believe the steps they wanted me to take. I needed a copy of the death certificate (understandable) but they also wanted a copy of his drivers license. I told them that I was a ways (2 hours) from his house so I couldn't get his driver license, plus the bank account they are taking money out of is in his name so it should be real simple. Of course not! I ended up making a copy of my license. They gave me a fax number. The fax number was wrong. I called back and wanted to talk to a supervisor, they put me on hold and then came back 5 minutes later telling me the supervisor is not available. What kinda of crap is that. The supervisor is not there to help their own customers. I finally got a fax number that worked.
I Got a lifeline (help I've falling and can't get up) for my dad. I had problems with Lifeline not knowing what number was calling. Turns out Lifeline does not work with VOIP. I called vonage and asked if Lifeline works with their service. The guy told me yes. I asked "is that a proven fact or are you guessing it does?" He told me "guessing". Nice, thank god I already knew the truth. If I didn't know and decided to keep this crap service and something happened to my dad you bet I would be over at vonage kicking that guys butt. F*ing nice guessing on something that is life or death.
I called back a month later to cancel the service and I spent a whole half an hour saying "no, cancel the service". I explained that since my step-mom passed I was moving my dad closer to me and he is going in to a home that provided a phone for their residents. They still asked if I was sure I wanted to cancel the service. WTF! yeah, I want to keep a crap service that no one will use.
I even told the dumb service rep "I don't want the service and no one is going to be able to use it so save all the talk about keeping it and make it simple and cancel the service" She went on asking if I was sure. This reminds me of AOhelL.
|
|
Date: 2008-09-25 20:06:04
First name:Jon
Number of calls made to support: 1
Minutes of life wasted: 30
Final level of frustration: 7 (10 is bad) |
| Description:I moved and had my account transferred to an old house mate, so his phone number would not change. I thought I was done. Vonage didn't. I had auto debit from my account as I suppose everyone does, since there are no paper bills. The problem was that when I called to verify that my account would no longer be debited, Vonage told me that it would continue to be debited and that there was nothing that they would do about it, even though it was my bank account. Their rational was that since the account was no longer in my name I did not have authority to make changes.
I told them "I no longer authorize Vonage to debit my account." They said that made no difference and that my only options were to have the bank reject Vonage's payment request or to have the old house mate (who I cannot get in touch with) call them.
Come on! You are refusing to stop charging my bank account, even when I told you that you were no longer authorized to do so.
They also told me that I had to give my password to my old house mate so he can access the Vonage web site. They refused to just wipe the password and have him set a new one. I'm sorry, I don't give out my passwords, since like most people I reuse passwords for several services.
- Jon |
|
Date: 2008-09-24 01:06:21
First name:Bill
Number of calls made to support: 1
Minutes of life wasted: 60
Final level of frustration: 7 (10 is bad) |
| Description:I ordered it, got the V-portal the very next day, hooked it up, error code 004, and 003. After calling them once, and having gone through 4 customer service reps (yes in one call) I said, enough is enough. |
|
Date: 2008-09-23 15:39:20
First name:david
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad) |
| Description:VONAGE SUCKS i have one account with them for the past six months, then found out they have been taking out for the past six months out of my bank two extra payments out a month at $36.95 thats fraud they told me will cost $100.00 to close those two extra accounts that i never open shame on you VONAGE i called my bank so you will not take money that is not yours,You owe me $36.95 x 2 for the past six months. |
|
Date: 2008-09-23 14:51:23
First name:Regina
Number of calls made to support: 4
Minutes of life wasted:
Final level of frustration: 10 (10 is bad) |
| Description:We had Vonage for 11 months, and then moved in the 12th month to a remote area which doesn't have cable internet available. I called to cancel, and the guy told me he put my account on hold for 2 months for free and I wouldn't get charged for 2 months (on the remote possibility that I could get cable lines out to my new place). Then I got charged the next day on my automatic billing thing. I called to dispute it, and they said don't worry you won't get charged for the next 2 months. I said, ok, then let's cancel and I want credit issued for the month you charged me that I can't use. They said they can't alter a past charge (all of 1 day ago). So I said, ok, then issue me a refund! They talked around and around it, so I said just cancel my account and I want to talk to your supervisor. He comes back (account cancellation guy) and says oh by the way, guess what I discovered? You have to pay $39.99 for canceling your "commitment" before 24 months and you have to pay $80 for a rebate recovery fee for the device (modem) since you're canceling before 12 months (another "commitment"?). I said no, I didn't agree to a contract, I was told there is NO FEE TO CANCEL and I am on a month-to-month basis, so I can cancel at any time and send my modem back and no charge. I full on asked the service rep that when I signed up on the phone, and she blatantly lied to me. As of now, I disputed with my credit card the month fee that they are "unable" to refund, and I will dispute each and every charge they try to charge me with. This is outrageous, they say you have no contract, it's just a "commitment". Well, candy-coating a turd still leaves you with a turd! They can call it whatever they want, if I asked the service rep. when I signed up if I'd have to pay any fees if I cancel and she said no, and it's clearly otherwise (and not a new policy) then they are INTENTIONALLY DECEIVING their customers. I plan on e-mailing their CEO like someone gave out his e-mail, and I'm going to write a big fat letter to the corporate address that the supervisor gave me. What a joke. And to think I recommended them to people, I am going to make sure that everyone I know does NOT use them. Scam artists! The phone service was "alright" it was not exceptional, but I only had a few times where the service was messed up. I just turned the modem off then on again and it resolved. Sorry to all the folks here who are in the same boat. |
|
Date: 2008-09-23 11:55:16
First name:Faisel
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad) |
| Description:Do not get service with Vonage. Not only is the service unreliable and terrible, when you cancel they will make it a point to "punish" you for leaving them. I have had their service for a year and have had nothing but problems and continued calls to service. Not once was I even offered a miniscule compensation for my troubles, standard practice for any company that cares about a customer. Above that, the service was never fixed. If you care about your family's well being, don't get it. The service goes out at the drop of a hat and kids, wives, etc. cannot use it and don't know it's out. So if I wanted to call home from work to make sure everything's ok, my service is out and calls are being forwarded to my cell phone which is right next to me..a lot of good that does. Plus the people in the house have no idea that the service is out until they pick up the phone to make a call, no indication light that VoIP is not working. Now, billing. As I said, not only were the incompetent and rude in the time I had them, when I ported my number to AT&T, they didn't cancel it on purpose until 2 days after my last bill was debited from my credit card just so they could charge me one more month of service, service I physically was unable to use due to my number being ported to AT&T. Worse yet, when I called before my last charge (because I knew Vonage was unreliable all around) they advised me that once the account cancels, I was to receive credit for the last month of service they bill ahead for. Anytime a company bills ahead for service, if you cancel, the amount unused should be returned to you. Simple logic. Instead of a credit, I received another charge plus a cancellation of $45(which they told me the contract was a year when I signed up and now it's two years) to my account! Now, after the money with them, the same company is telling me that I have write dispute letters and jump through hoops to receive credit for a service I am not using. A lot of integrity there. To be that greedy and employ such policies should deter anyone from getting this service, regardless of the cost. Take warning please, I have never written on these type of sites before but this is just plain wrong and blatant. Other service providers may be better but Vonage is definitely operated by dishonest and misleading people. |
|
Date: 2008-09-23 10:12:37
First name:Elizabeth
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad) |
| Description:MISTAKES MADE UPON REGISTERING FOR SERVICE -NEVER RECEIVED EQUIPTMENT - CHARGED AND NEVER HAD SERVICE - CUSTOMER SERVICE IS HORRIBLE |
|
Date: 2008-09-23 10:09:59
First name:Jay
Number of calls made to support: 30
Minutes of life wasted: 300
Final level of frustration: 10 (10 is bad) |
| Description:I joined Vonage back in March thinking that I was going to save a bunch of money on Phone service, but what I learnt was never to believe in a TV commercial. I even tried the Magic Jack and I had problems with that. But when I called using Vonage, sometimes I would get a static noise as well as calls just dropping. I shortly decided to cancel and Vonage wanted to give me more fees. After I started research up on VoIP, learned about numerous companies that offer same service, even better. But I ended up trying Empire One Telecom Inc. EOTtech.com. They got the same great Voip tech. even a little cheaper and when I called my family in Peru, I was amazed at the quality. I later found out its all about the switching analogs the company has. Vonage to be top quality should of had much better switching machines but they didn't care. They just wanted subscribers. I even read a article where Vonage got sued by Verizon (I think) for patents rights. One of the CEO's said something that they are still just trying to get customers even though Vonage may not have any future. Ridiculus greedy companies, magic jack same way. |
|
Date: 2008-09-22 22:29:26
First name:John
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 9 (10 is bad) |
| Description:Ok, I know Vonage sucks...a lot of time the service will go down...devices will not work and what it is worse they will try to charge you for about EVERYTHING...but if you took the time to read their terms of service before signing up with them...I am sure you would have not gotten their service...basically there it says tha Vonage can charge you as much a s you want to, whenever they want to, and even worse they can disconnect your service without previous notification...if you don't trust me...go ahead and check their web page. Too bad I learned this after a long dispute of several months... |
|
Date: 2008-09-22 22:25:05
First name:ryan
Number of calls made to support: 1
Minutes of life wasted: 10
Final level of frustration: 1 (10 is bad) |
| Description:I've been with vonage since 2005, the service is all but outstanding, well just to be honest. i know y'all having problems with the service but a lot of people don't know the product what vonage provides, so before you sign up make sure to take your time to know what vonage really is and im pretty sure you'll love the service.™ |
|
|
