Oct 30 2008
VONAGE VOIP SERVICE REVIEW - THEIR SUPPORT IS HORRIBLE, READ ON…
Moments ago I actually signed up with CNET for the sole purpose of writing a negative review about Vonage. Now I’m actually taking the time to write a review of their so called “service” here as well. Yes, this is one disgruntled customer and here’s why.
I signed up with Vonage in late 2007 and have to say the setup was easy and despite an occasional echo, the sound was clear enough. However a few months later I had to move and tried to cancel my account. This was the first time I had actually called to use the customer support and where all the troubles started. First off, the support staff is located in India so understanding them is difficult at times. I told the rep that I wanted to cancel my service and she promptly put me on hold for 10-15 minutes so she could get her supervisor to help me with my request. Once I’d gotten good and frustrated during my wait she came back and actually told me no supervisor was available and I would have to call back to cancel! She also told me before hanging up that I would have to mail the modem back in a specified amount of time and under certain stipulations or be charged a very hefty fee. Mailing back the modem? Fair enough but come on, let me cancel and find out how you want me to do it! So my roommate calls back spending more time and finally gets a hold of a supervisor to cancel and mails back the modem.
Move forward 6 months and I find out that they’ve been charging me $30 bucks a month for service and also charged me for the modem which we mailed back. Unfortunately I’d put the Vonage service on a little used credit card and failed to follow up and make sure I wasn’t getting charged. That’s my fault but come on! So I called Vonage immediately and told them what had happened demanding to get my money back. What do you think they did? You guessed it, I was put on hold so I could speak to a supervisor that perhaps would be easier to understand. 5 minutes later she came back on and said that her supervisor would have to call me back in 30 minutes. This was at one p.m. yesterday and I still haven’t heard back from them a day later.
Not sure where to take it from here so if anyone has any advice please do offer it. BOTTOM LINE: DO NOT, EVER, EVER, EVER USE VONAGE UNLESS YOU PLAN TO STAY WITH THEM INDEFINITELY AND YOU NEVER PLAN ON USING CUSTOMER SUPPORT!!!
