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Print 6 comment(s) - last by omnicronx.. on Dec 10 at 12:09 AM

Disenchanted with Vonage, annoyed with Comcast. Is there a VOIP carrier that's actually good?

I'm typically the last person on Earth to bash customer service representative -- the pay is poor and everyone treats them terribly.  I can understand why they're so bitter all the time.

But what Vonage is doing to me is totally inexcusable. There was a time when I would champion Vonage.  Why not? The service quality was great and more importantly cheap. 

However, things took a dive for Vonage about a year ago.  Dropped calls, odd digital tones during my calls, sporadic voicemail.  In September my Visual Voicemail stopped working altogether, but someone still charged me $0.25 per transcribe. 

In October I decided I had enough.  A very polite CSR took my account closure and everything started cordial. It was very obvious that the call center was in India, though I knew the girl was just reading a prompter card. Nothing personal, right?

About 15 minutes into the call the tone changed from "We appreciate your business" to "OK, I'll just get your billing information from the system so we can extend your contract." WHAT?!? 

It took me three times to demand that I did not want to upgrade or modify my service.  I recently switched my insurance carrier and it took less time than it did to get Vonage just to cancel my service.  Even after explaining to her that if she tried to upsell me anything else, I would start telling my friends to cancel their Vonage account as well.

"So would you like to enjoy Vonage for free for the next three months?" was her response. 

Incredible.  I know Vonage is on hard times, but I didn't realize the bottom line is borderline criminally pervasive.

Two months have passed.  My new phone carrier, Comcast, is certainly not much better on phone quality.  I also have to deal with the 6 to 10 telemarketers per day (half of which are hangups), even though I'm on the Federal DoNotCall list. 

Things went from bad to worse, but at least I don't have to deal with Vonage's horrible customer service anymore.

That is, until I noticed the flurry of Vonage emails in my inbox this week.  Five unsolicited emails from Vonage to be exact, and I opted-out of all marketing communication from Vonage in October.  When I called Vonage to force them to remove my email from its mailer, nobody had any idea what I was talking about.

After calling Vonage's bulk mailer, PM Digital, I was told I can expect my opt-out in up to 10 business days. Would I receive emails between then and now I inquired? "Maybe," were the exact words.

I'm starting to think the actors in all those asinine Vonage commercials are all company employees. 


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Yep
By Spivonious on 12/6/2007 3:46:19 PM , Rating: 2
I had to RMA a router that wasn't performing as advertised. Vonage was great through the entire process until it came to refunding me the charge on my account that they placed to ensure I sent the old router back after recieving the new one. It took five very heated emails to finally get to a supervisor who promptly credited me the money.

Don't get me wrong, I love the product and have had no problems with the phone service. It's just their customer service is well below average.




RE: Yep
By Inkjammer on 12/7/2007 8:56:54 PM , Rating: 2
quote:
Don't get me wrong, I love the product and have had no problems with the phone service. It's just their customer service is well below average.

That's the problem with these companies. They've reduced customer service down to minimum wage positions where nobody is happy due to or irate customers, there is no job security (as the threat to have your job outsourced is always looming). And then these companies wonder why they're losing customers.

That's why they have "use the service free for X month" deals. These companies know their customer service is bad, and instead of offering you quality support, instead hope to retain you by dangling a carrot.


"You can bet that Sony built a long-term business plan about being successful in Japan and that business plan is crumbling." -- Peter Moore, 24 hours before his Microsoft resignation

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