 
Trinijoy
Premium
join:2005-09-12
Brick, NJ | PERFECTION PERFECTION THAT'S WHAT EVERY COMPANY NEEDS. | |
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Matt
Quitting Caffeine - Argh
Premium
join:2003-07-20
Jamestown, NC
 ·North State Commun..
| Re: PERFECTION said by LiamJunket  :said by Trinijoy :PERFECTION THAT'S WHAT EVERY COMPANY NEEDS. Vonage's customer service may or may not be any good. But news items like the Consumerists really don't shed any light on the issue. All this is is an anecdotal story of 1 customer. Any enterprise with 100's of thousands or millions of customers will have similar stories of customers who fell thru the cracks. On the other hand, customer surveys run by independent auditing organizations can shed light on the strengths or weaknesses of a customer service organization. In evaluating customer service capabilities, statistics is the name of the game - NOT an occasional horror story. I completely agree. The Consumerist is nothing but a shock value e-rag where people who feel they have been slighted by an organization can point and say "See! I told you they suck!".
Have they EVER posted (or even requested for that matter) an official comment by a company? Probably not, because half the time the "Consumer" would come out looking like a fool.
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Pretty Fly for a White Guy™ | |
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Trinijoy
Premium
join:2005-09-12
Brick, NJ
| Re: PERFECTION Dude I worked at Vonage for 2 years as a slave (Call Center Rep) and guess what, 90% of the time, it IS the customer's fault for the billing issues. We give (Gave?) customers many breaks for stupid mistakes they made and went out on a limb to help them. These stories come up because people do not get there way, when and if they are totally 100% at fault. So please don't get me started on this. If you want I will write a nice essay of calls I had in the past and experiences I had. | |
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meister_sd
Premium
join:2006-01-29
La Mesa, CA | Re: PERFECTION I have to agree that once you get a CSR on the line, they are very nice - its the wait. I tried Vonage twice and both times when calling in a any type of issue, I had wait times of 45 min to an hour. That isn't acceptable. | |
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| | | | alpha1111
join:2007-12-13
San Antonio, TX
| trinijoy,
Vonage charges new fees every month just like AT&T, they did not inform me that because of my changing my 911 address I was charged $3 more a month for 911 taxes Universal Service and State Tax on my statement so I contacted your wonderful people out in Phillipines and told them I did not have a permanent residence and I demanded them to removes taxes from a state in which I do not reside they refuse to credit tax or fees I demanded a manager they refuse and then demanded to speak to an American, they refuse and hung up so I called back told them to fuck off and fuck george w bush your hero and warned me about them recording the call and my response was send it to the damn NSA. Vonage losers i mean users try making up a 911 address in beverly hills, ca 90210 they have the lowest tax rate even lower then new orleans, louisiana (where Im from) or the 70808 baton rouge your monthly service charges goes down a significant amount.
Making very long story short I ported my number out and changed my bank card reporting it lost so after all you won't get that tax from me!!!!!!!!
"Louisiana We Gotta Bounce Back"
represent the 225, 337, and the 504. | |
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La Luna
Surviving Ashraful
Premium
join:2001-07-12
Warwick, NY
clubs: | Name..... .....one service related company that *NEVER* has customer related or billing issues.....ever.
*yawn*
Vonage works great. Sure get tired of the nitpicking to try and prove otherwise. | |
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| | coughlinjake
join:2007-08-26
Concord, NC
| Re: Name..... oh brother. when they fix the issue, call in and demand credit for any overage charges, for crying out loud. they acknowledge they have a problem with the billing page, making monitoring your minutes impossible.
or stop being a cheapskate and just get a real dialing plan in the first place. | |
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| | | sullim4
join:2003-05-18
Redmond, WA | Re: Name..... Please spare me the personal attacks. It's a legitimate problem and Vonage has had almost a month to fix it. Read the thread - it's not just me. | |
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Matt
Quitting Caffeine - Argh
Premium
join:2003-07-20
Jamestown, NC
·North State Commun..
| Re: Name..... said by sullim4 :Please spare me the personal attacks. It's a legitimate problem and Vonage has had almost a month to fix it. Read the thread - it's not just me. They do what he said or what you said. If they acknowledge the problem, don't worry about overages.
Or vote with your wallet and leave. You can port your number after all.
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Pretty Fly for a White Guy™ | |
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jaa
Premium,MVM
join:2000-06-13
 ·Optimum Online
 ·Vonage
| Re: Name..... I have not been able to see the billing page for over 4 months. I asked about overages, and they specifically said I would be reponsible for any charges. If I wanted to know my usage, just look at the detail (and add up all the minutes).
They also confirmed it was affecting a large percentage of customers, and the "engineers were working on it."
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NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists. | |
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John_W
Premium
join:2000-04-25
Worcester, MA
clubs:
| said by sullim4 :A large chunk of customers on the 500 min/month plan(including myself) have been unable to view our invoices or number of minutes remaining for over THREE WEEKS. Vonage acknowledges the problem but has been unable to fix it. This lack of action has forced me to seek out other alternatives. I have the Vonage 500 plan and have never had any issues with their web page. I am looking at my billing page right now. 8 minutes used and 492 minutes left for the month. Must be something specific to you and not a "Large Chunk" of customers.
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Team Discovery--BBR Team Helix--Cuz I Care!! | |
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| | | ggmorton
join:2002-07-24
Houston, TX | Re: Name..... I cannot see my billing page either. I have noticed that it was like this for at least a couple of weeks. | |
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batterup
I Can Not Tell A Lie.
Premium
join:2003-02-06
Netcong, NJ
clubs: | Turn out the lights the party's over. | |
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dodgetech2
join:2002-01-01
Gouldsboro, PA
·ProLog
·Vonage
| Re: Turn out the lights said by batterup :the party's over. give it a rest, you have been saying this same thing for over a year....do you ever get tired of hearing yourself talk? | |
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Camelot One
Premium,MVM
join:2001-11-21
Sarasota, FL
clubs:
·VoicePulse
| Re: Turn out the lights said by dodgetech2 :said by batterup :the party's over. give it a rest, you have been saying this same thing for over a year....do you ever get tired of hearing yourself talk? If you think about your question from a literal standpoint, they only thing he "hears" when he "talks" online is the keystrokes. So it makes no difference if he's giving us all the secret to life, or listing all the things he loves about Britney. 
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Intel Quad Core QX6700 @3500Mhz/Asus P5N32-E SLI/4x 1024Mb Corsair/WD 74Gb Raptor/PNY 7800GTs SLI/Antec 550 True Control/Custom water cooler | |
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| | fiberguy
My views are my own.
Premium
join:2005-05-20 | no.. | |
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juanantoniod
join:2007-09-16
Los Angeles, CA
·RoadRunner Cable
| I love Vonage! I have had nothing but good experiences with Vonage. I do wish it had a couple of features, but overall it's a great alternative ($28) to paying $50 or more for landline POTS.
Of course, they are going to have a few dissatisfied customers, that's the name of the game in customer service, but overall they got high marks.
I hope they win all the suits, or at least settle them without having to go into bankruptcy, because I do not like the alternative VOIP providers out there and I especially like the number they gave me. | |
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| alpha1111
join:2007-12-13
San Antonio, TX
| I HATE Vonage! and CORPmerica I wonder if you have a VIVA BUSH bumper sticker on your car
try something change your 911 address to beverly hills, ca 90210 or another zip code in that area and see if you save money then set it to san antonio texas 78212 and see how much it goes up without informing you about the charges of new 'fees' I hope but I doubt after seeing scooter libby that the Federal Gobment of CORPmerica does a thing to vonage. I have doubts about Obama but maybe he will hold ENRON-FEMA Vonage accountable. I am glad that I ended up ripping them off rather than the other way around.
I hope they lose all the lawsuits against them and go where they belong 6 feet under think about the jobs the were outsourced out of the US when the US existed this was before 2001 and they lose their jobs.
"I HATE THIS COUNTRY GIVE ME $10,000.00 AND I'LL MOVE MY ASS TO CANADA" | |
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cableb4me
join:2002-03-09
Dunlap, IL
| Give 'em a break...Geez! I was with Vonage for over 2 years before all their legal troubles. I had great customer service and solid voip service. I bailed and went and tried 2 other voip companies thinking Vonage was down for the count. I tell you this their service sucked! I went back to Vonage. | |
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sholling
Premium
join:2002-02-13
Hemet, CA
| Sucky Service I had Vonage for years. Twice I needed some support and the found Indians that make up their tech support department useless. I finally gave up and went back to Verizon. With bundle discounts and having to maintain a voice line anyway for DSL the price with unlimited long distance is about the same. I also found it un-amusing that when my father passed away that it took forever to get through to cancel his account and pay the final bill. I spent about an hour waiting to speak with someone.
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"Government is the great fiction, through which everybody endeavors to live at the expense of everybody else."
--FREDERIC BASTIAT--
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jester121
join:2003-08-09
Lake Zurich, IL
·ViaTalk
| A joke... Keith is an idiot. Relying on e-mail as the sole source of communication with a company is a terrible idea. Spam filters get in the way, servers can be mis-configured, and a dozen other things can go wrong.
For a quick inquiry or to work on a service issue is one thing, but smart consumers know better than to rely on it for critical communications. | |
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koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs: | oh? funny what qualifies as front page news these days. details of some customer's complaint with a voip company as reported by another news site? zzzzzzzzzz | |
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chisoxbull
join:2007-10-11
Scottsdale, AZ
| Poor Customer Service About two months ago, I was going to add a line on the residential basic 0 plan in addition to my current line. The CSR in another country convinced me to take two free lines for two months with all fees waived and then in two months I can switch to the residential basic 0 plan. I have called about everyday for the past few weeks as well as emailed and have been told they are having computer problems and cannot change me at this time. They say they will in the future but not at this time. Well come on lets get a move on, I dont want to pay for unlimited outgoing calls at $24.99/month for two months just because your CSR's dont know how to use thier computers. I am now thinking of switching to a different service all together. Anyone have any ideas??  | |
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| alpha1111
join:2007-12-13
San Antonio, TX
| Re: Poor Customer Service chisoxbull,
do it because vonage sucks they did not disconnect service after i got my number ported and xo the 3rd party provider said they take care of it and would not give me information regaurding MY NUMBER and I asked them if they were in United States and apperantly i made them mad they sent a email in caps stating and demanding that i donot email them and if i do i will reported to the FCC (oh my fugitive me) and reported for spam so i email back a nasty email because no corporation tells me the customer what to do vonage kept calling me leaving voicemails that i owe more money because tried to charge my now invalid card because i changed it and called them back and there computer was down it wasn't before 2 minutes ago (my cell phone dropped the call) do this 1. call your bank or credit card company have them cancel your card and issue a new one and 2. find a provider and port your number be sure your name is in all lowercase otherwise the port will fail because the same thing happened to my uncle. | |
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mrmike714
join:2001-11-27
Vincentown, NJ | No Issues with Vonage I have been with Vonage since they first started. I had have very few issues with them, They replace the phone modem for me when it burned out. I think the service is worth keeping | |
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jubangy
Premium
join:2005-03-26
Erie, PA
·DSL EXTREME
| Re: No Issues with Vonage said by mrmike714 : They replace the phone modem for me when it burned out. This was the reason I cancelled Vonage. I tried to get a new phone adapter and they wanted to charge me full price then I bought one off of ebay which was a Vonage adapter and they would not activate it. After jumping through hoops to get the adapter cleared they wound up saying they weren't going to activate and that I had to buy a new one form them. Piss on that I switched. After cancelling my account over the phone 3 times they still say I have an outstanding bill, which I have fought and am never going too pay. Their service was pretty solid over both dsl and cable, I think it went out maybe once in 2 years, but the crappy customer service was enough to make me shop around. | |
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mrmike714
join:2001-11-27
Vincentown, NJ | Re: No Issues with Vonage I did not want to go out and but one either so I canacted them via e mail they sent me a wirelss router / voip modem at no charge ?
If I had the issue like you I would of drop them also, Cant beat the price | |
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Tim2
Premium
join:2006-06-19
| My bad Vonage story I had an odd experience with Vonage a few years ago. I canceled service, and was immediately billed around $50 for the adapter... with the provision I'd get the money back if I returned the adapter within 30 days.
Less than a minute after canceling, I got an email that said my 30 days had expired and I was stuck with the adapter. Well, shucks... that was quick.
I returned the adapter anyway... and then spent over a month convincing the company I'd returned it on time. I finally got that settled and was told I'd get a refund.
Another month passed without a refund showing up on my credit card. I checked into it and got a reply back: "The $50 has been applied to your Vonage account."
I wrote back, "As I no longer have Vonage service, I have no particular use for a $50 credit on my account."
Only then was the money returned to my credit card. As someone above said, that's just one customer's story and I could have been the only person in the world that ever happened to. | |
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whocares
Premium
join:2003-07-26
..
·AT&T Southwest
| Thank U, a lot of GREAT info Vonage Customer Service Problems
Now is not a good time to stir up trouble
03:12PM Saturday Nov 03 2007 by KathrynV
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Kathryn,THANK YOU a lot of GREAT information & links here,most is common sense, but also like the listing/links of companies, also
Jazzy,
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Some absorb information & learn, For some.information only goes in one ear & out the other. | |
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vonage
join:2003-11-29
Parlin, NJ
clubs: | Re: Thank U, a lot of GREAT info I worked @ Vonage...glad that is over. | |
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PolarBear
The bear formerly known as aaron8301
Premium
join:2005-01-03
Riverside, WA | Methinks Jazzy has mastered the art of American Sarcasm... | |
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jgkolt
Premium
join:2004-02-21
Lakewood, OH
clubs:
| quit picking on brt\itxxx VONAGE as seen in the famous youtube video
QUITE PICKING ON ... Vonage
This is a voip provider that we may not be particularly fond of but they are so huge they represent the voip community in the states. If they go down it spells doom and gloom for the industry. So more power to them and lets let them work out their deals. I currently use my voip cell phone for everything and i dont need a home phone because of that but come on. Maybe they can partner with a cell company to use the vonoge network when at on on wifi voip and the cell network on the run. Just a thought.
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3 free for you/3 free for me: Free Stock Trades : PM Me | |
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mdecipher
join:2005-09-27
Derby Line, VT
| Just filed a complaint with NJ Attorney General Office I will continue my effort to get the service I paid for and make these incompetents accountable for their failure to deliver what they offered, sold, and have failed to support as they promised on multiple occasions, ie, 3 tickets and counting.
I am also contacting the Vermont Attorney General's Office on Monday, and Senator Bernie Sanders, who enjoys doing battle with such arrogant adversaries. I will also be filing a claim to recover monetary damages as well.
If this company cannot function outside of the internet and plug and play then they'd better get it right all the time, because their version of customer service is a more than a misnomer it is a myth. | |
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vonage
join:2003-11-29
Parlin, NJ
clubs:
3 edits | Re: Just filed a complaint with NJ Attorney General Office LOL you hit the nail on the HEAD! I remember the Number transfer nightmares. They used to tell us. Breaks suspended all hands on deck! While they gave shit pay. Tier 3 80% of the time never solved customers issues with calling international numbers & sent the ticket right back to Tier 2 as resolved! | |
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kdwycha
join:2003-01-30
Riverview, FL
 ·Verizon FIOS
| PFFT what customer service I was a vonage customer for over 2 years. Service worked great with the Linksys RT31P2 router I had. Router eventually blew up. I went to circuit city and got some sorta wireless linksys for it. That never worked so I had vonage RMA that and received a motorola wireless router which turned out to erase all my settings and factory default on power outage. After about 10 telephone calls to vonage they promised to send just a phone adapter not a router and I would buy my own router. Turns out 6 weeks later they send out the same damn router with the known issue.
Well I was really fed up at this point after numerous calls to CS which ammounted to nothing. I refused the router when UPS came and ordered verizon fios with the fios telephone service.
After this vonage charged me a 130 dollar cancelation fee! I was a customer for over 2 years and always bought my own equipment. After about 6 hours on numerous calls this finally was reversed about a month later.
Customer service with vonage is a joke. Every time you call you get told a different story. 1 out of 4 times they told me I couldnt speak to customer service because I wasnt the account holder and I was which was very annoying as well.
Vonage customers are dropping like flies and I will not shed a tear when it is gone or bought by some other company. | |
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dnoyeB
Ferrous Phallus
join:2000-10-09
Southfield, MI
1 edit | They do suck I have them now. I one day called to have my 2nd line removed. They charged me more for removal of the 2nd line then it would have cost to keep it for the rest of the month. I called CS and said that made no sense. They guy agreed and said best he could do is cancel the cancel and give back my 2nd line till the end of the month. Great. Except they charged me AGAIN for canceling the cancel. He claimed there was nothing he could do because the charge for the cancel was automatic. So he was able to remove the charge for canceling the cancel. And he could reinstate the line. But he could not remove the initial charge for the cancel.
That was bullshit. So I still have them and with one line. No big deal. I will be removing them soon enough.
Anytime a CS rep says they can't do so and so, that company immediately goes on my list of companies to stay away from.
The phone service was good. Not good as POTS but more than good enough. Not to mention doing well with comcast playing microsoftesque games with their connections.. | |
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| coughlinjake
join:2007-08-26
Concord, NC
| Re: They do suck Anytime a CS rep says that they "can't do so and so", rather than throwing a temper tantrum on the Internet, call back and ask for "Retention". Explain the situation CALMLY but express that you're angry and you're going to disconnect the service. Most companies that have a vested interest in retaining you have a dedicated "retention department" who can start making you "retention offers".
Anytime you get a CS rep who you can't understand, just hang up and call back until you DO get one you understand. Every company has nitwits and every company has excellent staff.
Lastly, of course the POTS works better, it's been around A LOT longer and has been installed in A LOT more homes. Jes--, get a clue already! | |
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| alpha1111
join:2007-12-13
San Antonio, TX
| dnoye8,
Thank GEORGE DUBYA DUMBASS HITLER-BUSH for the outsourcing, go to your bank and file a dispute get the charges reversed my motto is "I do not pay for services I don't get"
these people are cheaper no taxes simular service but I rather be charge $6.99 a month and 3 cents a minute calling than $14.99 plus the Gore Tax, 911, reg recovery, state tax of $5 making it 19.99 for 500 minutes use or lose.
GO TO VOIPVOIP.COM
Router about $40 or download softphone.
no problems charged for what i use. | |
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burned
@cogentco.com
| maybe those of that got burned should start a support group I just read a story where Vonage sold a lady service AND SHE HAD NO COMPUTER!!!! They will do anything to make the sale and then very little to support the customer.
I tried to cancel but it would have been easier if I had paid for a plane ticket and made them to do it front of me. As it was -- I had 3 month ordeal.
This is a case of money grubbing plan and simple. I am now happily with a competitive VoIP company who understands that I a person -- not just some coins in the their bottom line.
It's nice to be treated like a human being again. | |
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Vonage Customer Service Problems
Re: PERFECTION
