Vonage Complaint - Dissatisfied Customer
HOLMDEL, NEW JERSEY -- [Name removed] (employee #22412) is a customer service “manager” at Vonage who reports directly to the office of the CEO (wow). This customer service office is located at Vonage Corporate 23 Main Street Holmdel, NJ 07733. One would think my call to this employee regarding my dissatisfaction over broken promises (ex. my issue has been escalated, I'll receive an email confirmation, your home security system will not be affected), unfulfilled services, inability to transfer my phone line, yada, yada, yada would bear some weight.
Like a well trained dog, this employee's response to my request to cancel (despite the numerous previous calls to customer service for updates and resolution) was met with a regurgitated reply “You have exceeded the 30 day return policy and will be charged a $40 cancellation fee and $80 for the router”. No exceptions to the policy!
“But”, I explained, “every time I’ve contacted your customer care center, I was told it would take just a little more time to switch my line over…”we expedited it!” Had I been told that Vonage was unable to transfer my line, I would have cancelled the service within the terms of your policy”
Sorry, he replied…no exceptions!
As the conversation progressed, I became increasingly agitated. I demanded to talk to someone higher…his manager, perhaps? Sorry, there is no one higher than me.
Great, if you have no superior to discuss the matter with, you must have the ability to make exceptions to the return policy due to your company’s inability to provide me the service I was promised.
Nope sorry, the policy came down from the CEO, no exceptions.
Well this went back and forth as you can imagine; they are very well coached and scripted agents. It’s like playing a shell game to try to get answers. The only sliver of information I was able obtain was the name of the CEO (Michael Snyder…no phone number of course).
Unsatisfied with this limited information, I did a little digging on my own. Below are several of the corporate officer names and titles. Each (except Michael Snyder) has voicemail accessible from the automated corporate directory at:
MIKE SNYDER, CEO -
JEFFREY CITRON, CHB-CHIEF STRATEGIST
JOHN S REGO CPA, CFO
MICHAEL TRIBOLET, EXEC VP-OPERATIONS
LOUIS MAMAKOS, CTO
Corporate Fax: 732.834.0189
So far I have left voicemail for all officers except Mike Snyder…I emailed him at email@example.com, but I'll get his number too!
The bottom line is that Vonage misrepresents the service that they are capable of providing and strings you along until your 30 day cancellation window has closed. You contact customer service which allows no recourse nor the ability to escalate your issue.
The facts that (1.)they are in the process of going public, therefore cannot risk loss of revenue; (2.) have most likely exceeded their marketing budget ($200 per subscriber of apx. 1.4M active subscribers); and (3.) had to replace their CEO (Jeffrey Citron) prior to going public due to fraud charges stemming from his days as a day-trader with Datek Online in the mid-90s (settled by Citron personally paying $22.5 million to the Securities and Exchange Commission), probably have something to do with their current business practices. Jeffrey Citron remains chairman of the board and retains 41% interest in Vonage.
In response to Ponie's comment, it may be out of your comfort zone to escalate matters to a "C" level officer of a company, but in my experience as a corporate manager, the lack of consideration and service that Vonage has illustrated would never be tolerated in my company. That being said, I feel perfectly just in raising the issue to the CEO (who I'm told is the architect of the "no exception" policy) when offered no alternate solution. I'm sorry you don't feel important enough based on principal.
Hope this information can help YOU!