| Found this on the Vonage Forum!!!
"Today, 9/30/2008 the Account Management department, also known as Retention pulled all but TWO agents off the phone to reduce Churn and avoid any customer cancelation request. Obviously these two agents left on the phone could not handle a large number of calls waiting to cancel their service. It piled up to the hundreds and hours of waiting time for Vonage customers, In an attempt to reduce churn for the 3rd quarter Vonage corporate office in Holmdel, NJ would NOT let any of their customers disconnect their service. Not by trying to persuade the customer into staying by offering free months of credit or a lower rate plan, they simply let their customers wait on hold until they eventually were forced to hang up!
So, any customer that was on their last day of the 30 day money back period and tried to call in today they will be forced to stay or pay a Rebate Recovery Fee for the device ( up to $79.99) and a $39.99 disconnection fee to cancel"
This is proof to me that Vonage is in some serious trouble. There has to be some type of legal action that can be taken against this? Wonder what would happen if the FCC knew |
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| said by WildCat :
"Today, 9/30/2008 the Account Management department, also known as Retention pulled all but TWO agents off the phone to reduce Churn and avoid any customer cancelation request. Obviously these two agents left on the phone could not handle a large number of calls waiting to cancel their service. It piled up to the hundreds and hours of waiting time for Vonage customers, In an attempt to reduce churn for the 3rd quarter Vonage corporate office in Holmdel, NJ would NOT let any of their customers disconnect their service. Not by trying to persuade the customer into staying by offering free months of credit or a lower rate plan, they simply let their customers wait on hold until they eventually were forced to hang up!
So, any customer that was on their last day of the 30 day money back period and tried to call in today they will be forced to stay or pay a Rebate Recovery Fee for the device ( up to $79.99) and a $39.99 disconnection fee to cancel"
This is proof to me that Vonage is in some serious trouble. There has to be some type of legal action that can be taken against this? Wonder what would happen if the FCC knew
Hey...I heard Bill Gates was giving every person on the planet that sends him an e-mail...$100.
It has to be true...because I saw it on a forum on the internet. |
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fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | reply to WildCat
There is another way to cancel service in this lazy, helpless, internet society...
You write a letter and send it certified to the company stating you are canceling the service. I don't care what any TOS statement says. Your WRITTEN and MAILED statement/letter to cancel is going to trump their illogical & broken cancellation, I mean, retention system.
Many younger people here will likely flame me for this because they know no better and will make every excuse because they think that everything should be able to be handled with an email or phone call. but anyway..
...another thing to mention, why in the world wait until the last minute to cancel? If someone is taking the full 30 days to cancel, then it seems to me there was always an intent to cancel and get something free in the first place. I can tell in the first day, even week, if the service is going to work for me; should be the same for anyone else. To wait until the last hour is plain silly and causes much of people's own aggravation when their plans are foiled. |
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 dnoyeBFerrous Phallus
join:2000-10-09
Southfield, MI | A letter followed by my prompt refusal to pay will get the account ended quite nicely. Just remove your credit card from their billing system.
I bet it cost them more to open and process your written request that it does a web request (which they dont have) or a phone request.
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dnoyeB
"Then said I, Wisdom [is] better than strength: nevertheless the poor man's wisdom [is] despised, and his words are not heard. " Ecclesiastes 9:16
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Sammer
join:2005-12-22
Canonsburg, PA | reply to Seaboogers
said by Seaboogers:Hey...I heard Bill Gates was giving every person on the planet that sends him an e-mail...$100. It has to be true...because I saw it on a forum on the internet. Do I have to say I'm a PC to get the money? |
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