Vonage Complaint - Worst Customer Experience-EVER
ST LOUIS, MISSOURI -- I signed up for service with Vonage in May of 2005. Every call I have ever made to inquire about a bill or work out a service issue has been extremely long-winded (average call time probably 2 hours). My most recent problem began on Dec 05 2007 when my 'vonage device' (router with the phone port) stopped working. I had already troubleshot that the device needed to be replaced-Once the device would get hot I had no internet access- but I still spent 2 hours going over all the troubleshooting with one of their reps who spoke VERY broken English. This made me a little angry because they have trained their employees to NOT listen to the customer. But after the pointless 2 hours she agreed the device needed to be replaced which she wanted to charge me for?? After another hour of pleading that I had been with the company for almost three years, been extremely patient and only use the defective device to subscribe to their service she was willing to waive the charge. Keep in mind the phone call is 3 hours in at this point...
This is where it gets difficult. Getting the shipping and return process started she cited the shipping address on the account with an old address. I updated the information to have new device shipped to 3 TIMES! 3 TIMES I gave her the new address. The completion of this order took about another 40 minutes. Total call time = 3 hours 40 minutes.
So, on 12/21/07 I still don't have the new device and I call to track my order. You guessed it...shipped to the old address. So vonage decided to send another reconditioned router to replace the defective one. They said I would need to pay for the shipping to send the old one back IF I wanted to receive this one at no charge. Being patient and without phone service I agreed. Today is 01/03/2008 I still don't have the device and my bank account was automatically deducted $73.50 for the device I was promised I didn't have to pay for if I returned the defective one WHEN I RECEIVED THE NEW ONE which by the way they wanted me to pay the shipping on.
I am reading the horror stories on this site about cancelling but I intend to do so once I have a working phone. Stay as far away from Vonage as possible.