gatzdon
join:2002-10-25
Lake Zurich, IL
| reply to mrkook
Re: Vonage:Terrible Customer Service
In all honesty, this is one case where I would write the letter to Vonage describing the situation, spelling out how it inconvenienced you (new phone number, lost voice mails, need to distribute new number to everyone, time without phone service, etc...).
I would specifically ask for a couple months credit to your bill for your troubles. Vonage has set a precedent for such action in the past and I would not be surprised if you do get it. The only problem I see is getting the right person to read your letter.
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If at first you don't succeed, destroy all evidence that you even tried in the first place! |
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mrkook
join:2003-04-03
Pompano Beach, FL | reply to WhyADuck
No I actually got a new number from vonage. The only way to get reconnected at this point is to sign up for new service, but they can transfer my previous number.
K |
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WhyADuck
Premium
join:2003-03-05
| reply to mrkook
said by mrkook  :
If you read my post you will see that I am not just talking about responsiveness, I am talking about:
1. disconnected service by mistake
2. the inability to reconnect service (yes its true, they can't reconnect service once they've terminated it)
Just curious, did you by any chance have a number that was ported from a Baby Bell? If so then unfortunately Vonage is probably telling you the truth - even if it was their mistake, once they have released that number, the Baby Bell has the right to reclaim and reuse it. Baby Bells occasionally make somewhat similar mistakes (there have been cases where two customers were assigned the same number!) but you don't usually hear about them. Anyway, this is one of the glitches of number portability.
Did they by any chance offer to reconnect you, but with a different phone number? |
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mrkook
join:2003-04-03
Pompano Beach, FL
|  reply to rwwlaw
If you read my post you will see that I am not just talking about responsiveness, I am talking about:
1. disconnected service by mistake
2. the inability to reconnect service (yes its true, they can't reconnect service once they've terminated it)
3. double billing
4. verbal promises of a return phone call from a manager and then never hearing from anyone.
No doubt they are responsive to issues that they can solve, but if they cause a problem they are quite willing to leave you out to dry.
K |
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Cam
Premium
join:2003-01-25
Luther, OK
clubs:
| reply to rwwlaw
said by rwwlaw :
Some people around here really expect toooooo much. Try calling Verin DSL, NOW that's poor customer service.....
I agree completely. I love my Vonage and have had relatively good customer service response from them. I had Southwestern Bell and it really sucked! I still think Vonage's customer response time could be improved...I also think they are working on it.
I have Vonage and would still recommend it to a friend. |
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rwwlaw
join:2003-02-25
| reply to mrkook
I have had nothing but great experiences. They always respond to my email same day. I have even had emails from them on their Blackberry's. They also read this board to see what is going on. I know this because I received an email asking if everything was OK. Some people around here really expect toooooo much. Try calling Verin DSL, NOW that's poor customer service..... |
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