Vonage Complaint - Vonage Deception, Misrepresentation and Unreliable/Unacceptable Service
PENNSYLVANIA -- For anyone who is entertaining the thought of switching their phone and internet services to Vonage, let me assure you that you are making a huge mistake. Sure--when you sign up, they promise you great quality, uninterrupted service, at a cut rate price. Allow me to enlighten you on the bigger picture:
First, their installation process is very confusing, especially if you have DSL with another provider. That means you have to keep a phone line so you can connect to the DSL since Vonage doesn't have DSL, although they "hint" that they do. Second, when you need tech support, you will be speaking with employees who they classify as "off shore", meaning in a foreign country in which you will experience vast language and communication barriers. These employees have a script they follow, and if you deviate from that, they do not understand your question, nor know how to respond. If you're a U.S. customer, you have the option to call only between Monday-Friday during normal business hours to get someone who can understand you. Ask one too many quesitons of these oversee employees and you will be "cut off". Note this well--they are required to ask you for a call back number, and if they don't call back, consider it a "hang up" call.
Needless to say, their customer service is unprofessional and simply unacceptable.After spending hours and getting nowhere, it was time to cut ties with this unscrupulous company. They play the hard sell game.
Also note that if you have Verizon DSL or their latest high speed service, Vonage automatically blames Verizon for any problem you are encountering (as I was told by an account management rep!) Why? I later leard that it's most likely because Verizon just settled a multi-million dollar judgment with Vonage paying the price. I had to actually demand that a customer service (they call them customer care reps - not!)representative to get past Verizon and help me with my issue, but to no avail.
You'll have even more fun when you give notice to Vonage that you're discontinuing your service. You'll get an agressive account management representative that will do anything to talk you out of it, including threatening you with significant disconnect and "other" charges (they can't "say what they are" until you disconnect the service) and threaten YOU with breach of contract. What a joke. I have never seen such a blatant, arrogant breach of contract and terms of service in all of my years of living.
My personal experience Vonage's accounts management section was interesting to say the least. My repeated and direct statements that I did NOT wish to continue the service fell on deaf ears until I got to the point that I had to threaten legal action. I felt like I was pleading for my life! DO NOT contact them to advise you're discontinuing service(the new provider does this via third party verification. Make it very clear that (a) you are not giving formal notification--but making a complaint, are dissatisfied with the service and thus, putting the company on notice; and (b)you are totally dissatisfied with the level of customer service and do not wish to be affiliated with this company any longer.
The Vonage rep insisted that I was the one who would be in breach of contract, but coined it as "exploring options". Specifically, I was told I would be subjected to a disconnect fee, along with other charges, because I would go past the trial period. I had already completed the third party verification with another provider before I called Vonage. Note that third party verification is the official, and legal, notice that is required to be given to one provider, so stating that a customer will be transferring service and that the customer's telephone number will be ported from the old to the new service. The customer completes the verification.
If you have fallen victim to Vonage, or any other so called "high quality" provider, and are switching your service, do not hang up until you complete this verification. Do not contact your current provider to ask for service to be Upon completing this verification, official notice is completed, and there's nothing they can do about it.
Lessons learned about Vonage include deceptive advertising, unscrupulous sales tactics, faulty and inadequate service, breach of warranty, contract and terms of service, among other things. That's for starters. Perhaps its time for more class action suits against this unscrupulous company. They deserve it for how they treat their customers, and how they try to hold customers hostage.
It will be interesting to see how things play out in the next few weeks. Perhaps Vonage should be more careful about who they are dealing with and less about their questionable business tactics.
Avoid the hassle--go with a provider which has a sound reputation, and doesn't have at least 1,000 complaints filed against it with the Better Business Bureau.