Vonage Complaint - Tech Support And Customer Service Is The Worse
COLORADO SPRINGS, COLORADO -- I bought Vonage and the only good thing good was that it arrived in the mail in a timely manner. When I open it up, I followed the instructions which seem simple. However, when I got to step 6 it said that it should provide instructions on the LCD screen to complete the process. No instructions displayed. I next called Vonage. The fist tech guy was rude and unhelpful. The 2nd guy was incompetent even though he was polite. The 2nd guy had me working on something for over an hour but it was obvious he did not know what he was doing. The 3rd guy told me that the device must be broken since there was no LCD display (why didn't the 2nd guy come to that conclusion instead of wasting my time). The 3rd guy said he was going to send me a replacement and a label to return the defective product at no charge. I soon get an email telling me different information and I had to pay for shipping back the defective device they sent me. I called a 4th person and they told me they apologized for the misunderstanding and they would help. They spoke to me for 20 minutes, I hang up and get another email with different information than what we discussed on the phone. I call a 5th person, explain my situation and wanted to cancel my service. I'm transferred to a 6th person who tries to convince me that he could help me (it is starting to be as difficult to cancel Vonage as it was cancel AOL during their prime or remember when you joined one of those CD clubs or book clubs and how hard it was to cancel -- that is Vonage but worse). I asked for a supervisor and was put on hold for 30 minutes and finally was cut off.
I started this whole adventure over 5 hours ago. The salesman said I would be up and running with Vonage in 5 minutes -- yea right.
I finally canceled and was charged some kind of cancellation fee but they told me it would be refunded once they received the device...we'll see.
I never had such a nightmare of service and tech support. Talking to a supervisor is a joke (they just transfer you to another call center employee who is pretending to be a supervisor). All this and I never got Vonage hooked up. It has to be one the worse customer service and tech support experiences I have had in my 54 years on this earth. Don't buy....even if things do work right at first, you are bound to eventually have a problem and you'll be ripped off with unnecessary charges and lose at least a year of your life talking to them and trying to understand the emails which contradict what you were told on the phone. Of course if you like getting the run around, tons of contradictory emails with spam thrown on top, than Vonage is for you.