Vonage Complaint - Customer Service From Hell
When I first signed on with Vonage they mailed 2 modems to my business. When I tried to install the system through their instructional CD it would not operate. When I called Vonage for help I told the representative I had 2 modems. She responded saying no ma'am you have 1 modem per their records. I assured her I did have 2 modems and needed 2 modems as I have 4 lines and 2 business phones. I was told I am mistaken and apparently need a tech to come over and set up my system. I was also informed that Vonage offers the first service call free and if I needed anything that required an on site tech in the future I would be billed $100.00. I stated there is confusion on their end and it would be validated when their tech came to my business. The first tech arrives and is absolutely clueless. He actually asks ME the customer why I have 2 modems. After staying 30 minutes or so he states he will request another tech come to my business because he cannot understand why both my phones will not operate and why I have 2 modems. He leaves the Vonage wiring looking like a spider web and leaves.
Another week passes and a second tech comes out that states I must have 2 modems to run 4 lines and implies I am the one that made a terrible mess of the wiring to my computer. He does make the phones operate and leaves. I call Vonage stating they need to record that I still have a free service call due to the fact I only needed a tech due to the confusion on their side. Through the month of December 08 and January 09 my phone system is out most of the time. People would call, the phone would ring on their end but not mine. There were 3 weeks I had no service at all. Phones dead. I call for a on site tech because every time I called the phone techs would state my system was working because their computer said so...
I took a week to get an appointment. The told me the tech would be there between 1:00 PM to 5:00 PM. The day arrives and as my luck would have it my Comcast Internet goes out at 6:30 that morning due to construction in my area. I call Vonage after speaking with Comcast at 7:00 am to cancel my appoint. I was told by a tech that due to circumstances beyond my control ( They cannot work on the lines without Internet duhhh) they would not charge a cancellation fee of $50.00 for not giving 24 hour notice on an appointment that is free.... I also included that I could provide verification from Comcast if needed. Fast forward to March 13 nth. I see my online banking account has been charged by Vonage $50.00 2 months after the fact. The bill also has no explanation for the charge. I write to CS ( We all know what calling in entails) and explain the situation. They repeat over and over that it is a charge for no 24 hour cancellation. I would ask questions like ( Why did you wait 2 months? to bill my account after you told me you would not charge my account. ) They would ignore the question and repeat themselves over and over. My response from their CS Rep had many misspelled elementary level words as well as bad English. I have attached they actual exchanges below.
This response is illiterate and did not address the Main issue. With responses like this no wonder I am having problems...
Thank you for contacting Vonage, the award winning digital phone service!
I understand that you are concern about the $50.00 charge made on your account for Pro-installation.
Please accept my apologies for any inconvenience this has caused you.
, I see the records you was fixed a appointment for pro-installation on Jan 14, 2009 and you have been charged $50.00 on Mar 11, 2009. Please to be informed if you like to cancel the appointment you have to notify us with 24 hours. If you missed appointment you will be charged missed appointment fee of $50.00. So I am not in the position to issue credit or refund for these missed appointment charges.
I am extremely sorry that I am unable to process your request owing to the terms of policy.
If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!
- On-Line Support Center at http://www.vonage.com/support.php
- Contact Us at http://www.vonage.com/help_contactus.php
- Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)
If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service.
Thanks again for choosing Vonage, a better phone service for less!
Vonage Customer Care
Below is the original e-mail and the response thereafter.
I received a charge for a canceled appointment today for $50.00. I called your company and was told this was a charge from Jan. 14. for not giving a 24 hour cancellation notice. The day in question my Comcast Internet went out at 7:00 that morning. Obviously your tech could not trouble shoot without an Internet connection. I was told that due to the circumstance beyond my control I would not be billed for the cancellation. If I did see a charge on billing to call in and it would be removed. I called today and explained to the CS Rep the situation. I was told she would not remove the charge. I explained that although it was not 24 hours notice that I did call 6 hours or more in advance as my Internet went out first thing that morning and was told I would not be charged. When I asked why Vonage waited 2 months to bill my account I received the same remark over and over. I DO NOT KNOW why we have waited 2 months to bill your account but I will not remove the charge. This is unacceptable as I was told without question I would not be charged. Your company has record of a technician coming to my house when I first subscribed to Vonage. The account did not have a note explaining the reason the technician came out the first time 2 years ago was because Vonage did not have record of sending 2 modems so when I tried to connect the service myself with a tech over the phone I was given wrong instructions due to 2 modems instead of the one you had on record. The tech gets here and does not know what he is doing so they send another tech the following day. The first Tech actually asked ME why I had 2 modems.... I was also told by a CS Rep they would make note on my account because Vonage offers the first service call free and charges thereafter. This would be noted so should I ever need a tech I would not be charged as it would be considered my first service call. Through all this I did not let it affect my decision to use Vonage as I have many friends that recommended Vonage. I no longer feel this way after this incident and will be shopping other phone services.
Response to Customer Service:
I had an installation appointment upon first using Vonage because of Vonage and the fact that no knew I was sent 2 modems instead of one. Because of this the tech was unable to guide me through the installing process not realizing I had 2 modems. I was told then I would not be listed as already having a service call because the technician that first came out did not know how to connect my system and even asked me the customer why I had 2 modems.... I was told you offer the first service call free and charge thereafter. So the Jan.14th appointment by your policy and according to your CS Rep was my first service call and should have been at no Charge... So according to your policy I still had a free service call due to the confusion upon first signing on with vonage. Basically you are telling me you will not honor anything your CS reps have told me upon signing on with Vonage. My e-mail stated all of this yet you did not address this issue. Is this or is this not Vonage policy? Why was I charged $50.00 for canceling a $100.00 appointment I was told I would not be charged for? I offered to provide proof from Comcast regarding the outage and was told you were aware of the outage and that would not be necessary. Their esponse also states I had an appointment for Pro- Istallation. My phones have been installed and I have been a Vonage customer for over 2 years. The phones were ot working but had been installed....
I received the same original response over and over. I did not feel the need to add these repetitious responses to this complaint...