Vonage Broadband Telephone Service User Reviews January 19th, 2004 | by Jeff Fila
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Average user rating from 180 users |
Vonage has VERY BAD custoemr service! Read my experience!
by Sam on Jan 1st, 2009 at 10:02 AM:
Vonage's customer service representative are not EMPOWERED to act on the decisions that they arrive at.
I had called about a billing error. After 4 times, each time 45 minutes to an hour, I was told that they understood the error and I will be given a credit; however, since the credit was more than $200, they had to pass it to a different department to be issued. The credit was NEVER issued.
This has gone for more than FIVE months!! After this past conversation (now for the 5th time), when the representative gave me the same story, I insisted on talking to a supervisor, I was told that it wouldn't do any good. She told that she was not EMPOWERED to do anything and I should give up on the credit. CONTRARY to the others who had PROMISED me the credit! This is just BAD BIZ!!
I have spent near 5 hours on the phone, and despite repeated promises by Vonage's representatives, I have never received the credit that they promised me!
Vonage will not only be loosing me as an old customer (more than 5 years!) but as a share holder too. Before you become their customer, checkout OOMA.COM or magicjack.com. Both of these companies have Superior products at less cost than Vonage! Any company that in this day and age ignores its customers and its promises is doomed to go bankrupted!
If I could give it a zero I would!!!!!
by Melissa Chaput on Sep 29th, 2008 at 3:37 PM:
Pros: it is cheap and you get what you pay for
Cons: Customer service is terrible, phone service is on again off again. The customer service line is useless. They leave you on hold for 30 minutes plus each time and do not solve your problems. Even if they are wrong they will charge you.
Summary: This company does not provide the service they promise. They don't stand behind their product and when you try to cancel they will leave you on hold for an hour hang up on you and still charge you a disconnect fee of $39.99 that they do not disclose. Be sure to get written confirmation of your disconnection or they will not disconnect and will not refund your money.
I'll never sign up
by Fred on Jun 24th, 2008 at 10:25 AM:
I read the terms of service, as recommended by Jane on Oct 29th, 2007 at 10:29 AM. I'll never sign up. It is specifically, because of items 5.4 and 10.2. As far as item 5.4 is concerned, without the ADDITIONAL DEDICATED fax line (which seems to be the differentiation between the Premium Residential and Premium Small Business plans) I don't see how Vonage could measure "normal use" of the Premium Unlimited Residential plan's service against the advertised "Unlimited local and long distance calling in the US, Canada and Puerto Rico" of that plan. Without being able to measure this how do they find the justification to change a plan and make it the more expensive one. The other concern I have is that even with a fax machine on the same line which is used to talk, there is no violation of the described illegal, improper or inappropriate uses of service, as laid out in item 10.1.
For everyone experiencing billing issues on credit cards (this works for ANY vendor, it is a "best practice" for paying vendor's you just don't really know or ones you have a reason to not trust), apply for another credit card and use it as a dedicated account to pay only for that vendor's service. Once they've established "good credit" with you, move them to your trusted vendor list. If you have to cancel service, cancel the account in the phone call just before the one you make to the vendor. Then, let them try to bill the cancelled account.
Bad product without English speaking IT support
by Robert on May 5th, 2008 at 2:31 PM:
In retrospect it was funny but I was furious for the year I was going through the problems. I tried it with multiple problems from the start since the people setting me up were in Asia & I had one who hung up on me for talking too fast for her. Oh & it takes 30 minutes of being on hold to talk to someone. I spent many hours working my way up the chain to someone in India meanwhile having problems with my computer as they gave me code without knowing the NATO alph phonetic alphabet saying 157L as in Larry, when I would say L as in Lima she would say yes only to find out with the next person she had actually been saying M as in Merry. After 2 weeks of not having a phone I went back to the phone company at which time I finally got someone from Vonage in New York who said the problem could have been soved buying their $100 phone. When I tried to switch back they held my phone number for 6 weeks so we could not be switched over and blocked our number from calling or being called by Vonage customers for a year.
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Lousy Customer Service
by D Singal on Sep 6th, 2009 at 7:24 PM: