| |
Date: 2006-05-15 10:16:26
First name:YANG
Number of calls made to support: 9
Minutes of life wasted: 2 hours
Final level of frustration: 9 (10 is bad) |
| Description:I keep calling Vonage customer support numbers. It held me on waiting for at least 15 to 30 minutes everything. And most seriously, the account management number 1-800-860-5491 is nothing but waiting. I called at least 6 to 7 times, never got through to a account manager. This is really frustrated. Why such a stupid and poor company exists for such a long time keeping cheating and screw up the clients?
Now, I just want to cancel the account. Keep away from Vonage forever! Nothing else.
I will 100% support if someone wants to file an official complaint or even take legal action against Vonage. |
|
Date: 2006-05-13 11:47:09
First name:R
Number of calls made to support:
Minutes of life wasted: TOO MUCH
Final level of frustration: 10 (10 is bad) |
| Description:
THE BELLS HAVE NOTHING TO WORRY ABOUT!
Anonymous from US says: Everything has been fine with us there's always been a nice strong signal with the mobile phones but someone in the household kept making a stink about not having a landline so that someone signed the house up for a "landline" with vonage (more like crapage) and put it onto the household bill. So that household member happily told everyone that they can now start calling the "homephone"..... only thing is is that the vast majority of persons kept asking us if the number for the "new" "household phone" was correct as when they called the wonderful new "household number" but....
THERE WAS NO RINGTONE. OR IF THERE TURNED OUT TO BE AN ACTUAL RINGTON AND THE OTHER PARTY ANSWERED, THEN FAR TOO MANY TIMES BOTH PARTIES EITHER COULDN'T SPEAK TO ONE ANOTHER OR COULDN'T HEAR ONE ANOTHER OR THERE WAS SUCH A HUGE DELAY THAT IT WAS IMPOSSIBLE TO TALK OR THERE WAS FAR TOO MUCH ECHO ON ONE END OF THE PARTY'S LINE THAT, THAT SIDE OF THE LINE WOULD GIVE UP OR THAT THE SOUND QUALITY WAS SO CHOPPY OR THAT ONE PARTY COULD BARELY HEAR THE OTHER PARTY DESPITE THE PHONE BEING TURNED UP AS LOUD AS THE PHONE ALLOWED FOR..
Don't even know where to end this as the dam!ed household member that signed up for the service now can't even get through to cancel the service and THEY are getting the monthly bill for a "phone service" that no one in the is household is even bothering to use.
WANT SOME ADVICE? Cancel your landline if you choose.... BUT FOR GODFORHEAVENSAKE DO NOT EVEN THINK OF "REPLACING" IT WITH CRAPAGE....
|
|
Date: 2006-05-10 11:35:54
First name:Johnny (again)
Number of calls made to support:
Minutes of life wasted: 45
Final level of frustration: 8 (10 is bad) |
| Description:Still on hold....
Dear TV Comedy Writer,
Please write a skit for a show like SNL, showing Vonage customers (one write after the other) trying to cancel their Vonage service. Show many separate "windows" of customers all waiting on hold with Vonage While Pakistani Customer Service Reps do other things such as reading "How to speak English", "How to build Nuclear Devices" and "How to Perform Snake Charming" while waiting for timers to run to the 25 minute mark before answering the phone. Each time the Customer that calls gets to the point where they request that their service is cancelled, the Vonage "Woo-Hoo! Woo-Hoo-Hoo !" blasts the customer in the ear, and the Vonage CS Rep Starts the whole Identity-confirmation process again from square one.
Also, I found this link:
http://www.fool.com/News/mft/2006/mft06050832.htm
The skit can run anywhere from this point, obviously, and should provide a point of shared understanding for frustrated Vonage Customers. |
|
Date: 2006-05-10 11:23:42
First name:Johnny
Number of calls made to support: 3
Minutes of life wasted: 25
Final level of frustration: 8 (10 is bad) |
| Description:I am on hold with Voange while writing this. The "red flag" for me was when the Customer Care person (a polite Pakistani with limited English skills) informed me that I would need to call a separate number in order to cancel my Vonage line.
Woo-hoo, hoo-hoo-hoo, that seemed rather odd.
The Voice Message system informs me that the wait to speak to another Paki will be 25 minutes, maybe more. So I deceded to research "what others are saying" and it is rather scary.
I am not going to waste time if this call fails, but will file a dispute with my bank regarding these charges. While I didn't have the technical problems with Vonage that others have had (the quality was "adequate" to "good") I didn't use the service as much as I thought I might, and the price (@$28.00/month) seems a bit high for what you get; higher than the $20.00/month I was promised by the Pakistani telemarketer who sold me on the service.
Please note the number of times I have mentioned Pakistan in this post. This is a indicator of what your customer service experience will be. |
|
Date: 2006-05-09 10:39:09
First name:Dana
Number of calls made to support: 7
Minutes of life wasted: too many
Final level of frustration: 9 (10 is bad) |
| Description:When I first signed up for Vonage I was told I had to go out and but a "wirelesss phone jack" if my computer was not near a phone line-I found them to be around $50.Then when I called to cancel I was told that I did not need a wireless phone jack because the service doesn't even use a phone jack so luckily I didn't go buy one. I have had the service for at least 2 months and it SUCKS dropped calls, cutting out, sometimes the phone doesn't even ring and plenty of other problems. Hold time for technical support is unbeleivable and I DO NOT Have that kind of time. I called to cancel 3 days ago and have been on hold each day for over 45 minutes then once I got through I was told that I would be charged a $39.99 cancellation fee. I waited on hold for another 10 minutes for a supervisor and I told him I was NEVER told about this and he basically said TOO BAD I will have to pay it anyway. So now I feel as though I am being blackmailed into keeping this service. Can this be legal? Now I am forced to make a decision whether or not to pay the fee or close my checking account because I have my Vonage set up to be automatically debited. But I also have every other bill and my paycheck go to my checking account so is it really worth the hassle to make sure these jerks don't get anymore of my money? YOU BETCHA!!!! |
|
Date: 2006-05-09 08:01:29
First name:Thomas
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 9 (10 is bad) |
| Description:We started Vonage well over a month ago, and the phone number still hasn't transfered. They can't tell us why, and now we are paying TWO phone bills. Vonage refuses to give us an extenstion to the "free month" credit they use for that transfer.
Their customer service is rude, their billing dept. even ruder.
I will not recommend Vonage, to ANYBODY! |
|
Date: 2006-05-08 20:54:40
First name:Mary
Number of calls made to support:
Minutes of life wasted: 120 so f
Final level of frustration: 10 (10 is bad) |
| Description:I've never had an experience like the one I had today...I have had many frustrating customer service experiences in my life, but this is on a whole other level. I have an infant and a toddler at home, and I was informed by email today that my transfer to Vonage was happening a couple weeks earlier than it was supposed to. Since we weren't supposed to get Vonage until we moved into our new home a couple of weeks from now, what this means is that they have effectively cut off our current service, since we have no Vonage box or appropriate Internet connection. So I'm stuck at home by myself with two little kids and no way to say, call 911 if an emergency arose, but that's all fine until I discovered the evil that is Vonage "customer service." Needless to say after many hours balancing the phone on my shoulder while trying to comfort my crying baby the problem is not resolved. As I now realize many have done before me, I quickly came to the conclusion that all I wanted was to have nothing to do with Vonage ever again, but of course, easier said than done, when anyone you talk to at Vonage insists they are unable to help you and the "cancellation" line has "more than a thirty minute wait." I have been told twice by Vonage representatives that I was being put on hold for a "supervisor" who would be there in a "fraction of a moment" and just never had anyone come back. Finally my husband called and even though he was prefectly civil - no swearing - the representative actually hung up on him. So now we have no phone service, and I can't see how we will be able to reach someone to cancel Vonage...I guess I will have to call Verizon tomorrow and beg for help. Can this be legal? It seems like fraud to sell a thirty day "trial period" and then make it impossible to get through to someone to cancel. If anyone wants to start a class-action lawsuit, I'm on board. |
|
Date: 2006-05-08 20:39:30
First name:Chris
Number of calls made to support: 4
Minutes of life wasted: >300
Final level of frustration: 8 (10 is bad) |
| Description:It started with the "stutter tone" (indicating an unlistened to voicemail)...when there were no messages. I filed a trouble report via email, and got a laundry list of "reboot the router, wait 2 minutes" sort of things. I am a computer professional, and had tried all the obvious things. I tried calling, but the folks in India are clueless, only able to work through their checklists. After, several calls, totalling over 3 hours on hold, and getting to someone that sounded like English was his native tongue, we started over on the checklist. I was finally able to get the stutter tone to go away by a process that I came up with myself. Being a charitable type, I sent them a message saying I had resolved the problem, and telling them how. I got back an email , in bad english, saying "since you are still experiencing problems, you need to talk to our Advanced Technical Assistance Technicians...". Screw them. They can't even read english, let alone solve a simple problem. |
|
Date: 2006-05-08 15:23:31
First name:P.
Number of calls made to support: 6ish
Minutes of life wasted: 300
Final level of frustration: 9 (10 is bad) |
| Description:The service was poor the support was poor. |
|
Date: 2006-05-05 12:31:43
First name:Asfaz
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad) |
| Description:Vonage sucks, their plans suck. go deal with www.acanac.com. they give you the same thing for $9 USD what vonages gives you for $40+tax. bunch of overcharging losers. Vonage truly sucks |
|
|
|
|
