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Feel Other's Pain
*Note: Opinions and ideas expressed in postings on WeHateVonage.com are soley those of the poster.
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Date: 2006-05-10 11:23:42
First name:
Johnny
Number of calls made to support: 3
Minutes of life wasted: 25
Final level of frustration: 8 (10 is bad)
Description:I am on hold with Voange while writing this. The "red flag" for me was when the Customer Care person (a polite Pakistani with limited English skills) informed me that I would need to call a separate number in order to cancel my Vonage line. Woo-hoo, hoo-hoo-hoo, that seemed rather odd. The Voice Message system informs me that the wait to speak to another Paki will be 25 minutes, maybe more. So I deceded to research "what others are saying" and it is rather scary. I am not going to waste time if this call fails, but will file a dispute with my bank regarding these charges. While I didn't have the technical problems with Vonage that others have had (the quality was "adequate" to "good") I didn't use the service as much as I thought I might, and the price (@$28.00/month) seems a bit high for what you get; higher than the $20.00/month I was promised by the Pakistani telemarketer who sold me on the service. Please note the number of times I have mentioned Pakistan in this post. This is a indicator of what your customer service experience will be.

Date: 2006-05-09 10:39:09
First name:
Dana
Number of calls made to support: 7
Minutes of life wasted: too many
Final level of frustration: 9 (10 is bad)
Description:When I first signed up for Vonage I was told I had to go out and but a "wirelesss phone jack" if my computer was not near a phone line-I found them to be around $50.Then when I called to cancel I was told that I did not need a wireless phone jack because the service doesn't even use a phone jack so luckily I didn't go buy one. I have had the service for at least 2 months and it SUCKS dropped calls, cutting out, sometimes the phone doesn't even ring and plenty of other problems. Hold time for technical support is unbeleivable and I DO NOT Have that kind of time. I called to cancel 3 days ago and have been on hold each day for over 45 minutes then once I got through I was told that I would be charged a $39.99 cancellation fee. I waited on hold for another 10 minutes for a supervisor and I told him I was NEVER told about this and he basically said TOO BAD I will have to pay it anyway. So now I feel as though I am being blackmailed into keeping this service. Can this be legal? Now I am forced to make a decision whether or not to pay the fee or close my checking account because I have my Vonage set up to be automatically debited. But I also have every other bill and my paycheck go to my checking account so is it really worth the hassle to make sure these jerks don't get anymore of my money? YOU BETCHA!!!!

Date: 2006-05-09 08:01:29
First name:
Thomas
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 9 (10 is bad)
Description:We started Vonage well over a month ago, and the phone number still hasn't transfered. They can't tell us why, and now we are paying TWO phone bills. Vonage refuses to give us an extenstion to the "free month" credit they use for that transfer. Their customer service is rude, their billing dept. even ruder. I will not recommend Vonage, to ANYBODY!

Date: 2006-05-08 20:54:40
First name:
Mary
Number of calls made to support:
Minutes of life wasted: 120 so f
Final level of frustration: 10 (10 is bad)
Description:I've never had an experience like the one I had today...I have had many frustrating customer service experiences in my life, but this is on a whole other level. I have an infant and a toddler at home, and I was informed by email today that my transfer to Vonage was happening a couple weeks earlier than it was supposed to. Since we weren't supposed to get Vonage until we moved into our new home a couple of weeks from now, what this means is that they have effectively cut off our current service, since we have no Vonage box or appropriate Internet connection. So I'm stuck at home by myself with two little kids and no way to say, call 911 if an emergency arose, but that's all fine until I discovered the evil that is Vonage "customer service." Needless to say after many hours balancing the phone on my shoulder while trying to comfort my crying baby the problem is not resolved. As I now realize many have done before me, I quickly came to the conclusion that all I wanted was to have nothing to do with Vonage ever again, but of course, easier said than done, when anyone you talk to at Vonage insists they are unable to help you and the "cancellation" line has "more than a thirty minute wait." I have been told twice by Vonage representatives that I was being put on hold for a "supervisor" who would be there in a "fraction of a moment" and just never had anyone come back. Finally my husband called and even though he was prefectly civil - no swearing - the representative actually hung up on him. So now we have no phone service, and I can't see how we will be able to reach someone to cancel Vonage...I guess I will have to call Verizon tomorrow and beg for help. Can this be legal? It seems like fraud to sell a thirty day "trial period" and then make it impossible to get through to someone to cancel. If anyone wants to start a class-action lawsuit, I'm on board.

Date: 2006-05-08 20:39:30
First name:
Chris
Number of calls made to support: 4
Minutes of life wasted: >300
Final level of frustration: 8 (10 is bad)
Description:It started with the "stutter tone" (indicating an unlistened to voicemail)...when there were no messages. I filed a trouble report via email, and got a laundry list of "reboot the router, wait 2 minutes" sort of things. I am a computer professional, and had tried all the obvious things. I tried calling, but the folks in India are clueless, only able to work through their checklists. After, several calls, totalling over 3 hours on hold, and getting to someone that sounded like English was his native tongue, we started over on the checklist. I was finally able to get the stutter tone to go away by a process that I came up with myself. Being a charitable type, I sent them a message saying I had resolved the problem, and telling them how. I got back an email , in bad english, saying "since you are still experiencing problems, you need to talk to our Advanced Technical Assistance Technicians...". Screw them. They can't even read english, let alone solve a simple problem.

Date: 2006-05-08 15:23:31
First name:
P.
Number of calls made to support: 6ish
Minutes of life wasted: 300
Final level of frustration: 9 (10 is bad)
Description:The service was poor the support was poor.

Date: 2006-05-05 12:31:43
First name:
Asfaz
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad)
Description:Vonage sucks, their plans suck. go deal with www.acanac.com. they give you the same thing for $9 USD what vonages gives you for $40+tax. bunch of overcharging losers. Vonage truly sucks

Date: 2006-05-04 10:13:29
First name:
Sammy
Number of calls made to support: 1
Minutes of life wasted: 15
Final level of frustration: 1 (10 is bad)
Description:By the way, for all of you that are at frustration level 5 and above, you may want to try this. I came across these email addresses and sent a message to the CEO. Got a call within an hour and my problem was corrected by the end of the day. It sure would be nice if their regular tech support actually did their job and the didn't need an "Executive Response Team." It was too late to change my opinion of Vonage though. Executive Response Team 1-888-580-4020 Monday-Friday 9:00 AM - 5:30 PM EST jeffrey.citron@vonage.com - CEO paula.pangilinan@vonage.com - CEO's Exec. Secretary

Date: 2006-05-04 10:07:27
First name:
Sammy
Number of calls made to support: 0
Minutes of life wasted: 0
Final level of frustration: 10 (10 is bad)
Description:I logged into my account May 4th and the following Service Announcement was posted. This pretty much sums up Vonage. How can a company be this vague? you've got to be kidding me!!! NOTICE: On or about May 1, 2006, we will begin charging sales tax to customers in several states across the US. Some state and local governments are requiring that we assess sales taxes on your internet phone service. These charges may be a flat fee or a percentage of your charges and may change from time to time without notice.

Date: 2006-05-03 13:54:04
First name:
Bill
Number of calls made to support: 1 (o
Minutes of life wasted: 240
Final level of frustration: 9 (10 is bad)
Description:I've been a Vonage customer since the early days (July 2002), and have had few complaints over the years. However, about a week and a half ago my Vonage adapter (a Cisco ATA, for anyone who remembers) died almost completely. The ethernet LED still shows activity, but the RJ11 telephone jack is completely dead; no off-hook voltage and no ring voltage. I called Vonage's customer service center in India, but the person I spoke with couldn't have been more clueless if she tried. She read from a script that had nothing to do with my problem. Here's how the conversation went: Vonage: "Unplug your cable modem, your router, and your ATA..." Me: "I've already tried the complete reboot procedure several times." Vonage: "...Then plug in the cable modem, wait sixty seconds, plug in the router..." Me: "I've also tried rebooting everything with the cable modem connected directly to the ATA." Vonage: "...wait sixty seconds, then plug in the ATA..." Me: "The problem is not with my ethernet connection. I checked the DHCP table and activity log on my router, and it show's that the ATA is connecting to Vonage's SIP proxy server with no problem." Vonage: "...Okay, now we're going to try it with the ATA connected directly to the cable modem..." Me: "I used a voltage meter to test the the RJ11 jack on the router and it's dead." Vonage: "...Unplug the cable that goes from the ATA to the router and plug it directly into the cable me..." Me: [click] I sent an email to Vonage's customer we-don't-care center instead. Did I ever hear back from them? Did I even receive an automated email response with a ticket number? At this point I've resigned myself to the headaches that will come with my impending service-cancellation order. I think I'll give VoiceWing a try instead. Verizon might be a monopolistic behemoth, but at least it's a legitimate company.


 
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*Note: Opinions and ideas expressed in postings on WeHateVonage.com are soley those of the poster.