Chaz Antonelli (mc4bbs) wrote,
Chaz Antonelli

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Letter to Vonage... all due to a $10 lie.

Per your recommendation, I called customer care, waited on hold for over 20 minutes, to finally be connected to a representative who simply told me that "the person I spoke with did not have authorization to waive the $9.99 service plan change fee."

When I call into Vonage, on your posted telephone numbers for customer service, how am I, the customer able to determine who has "authorization" or not to "waive" a fee, or perform other functions on behalf of Vonage?? As a customer, I assume when told by a representative/employee of Vonage that something will be billed, refunded, changed, etc. that the person I am speaking with has the authority to make these decisions/changes.

I have been a Vonage customer since 8 March 2003, and have always spoken highly of Vonage to my friends and family. I have referred MANY people to your service, in many cases I don't even get the credit you offer when someone does this... but I must say that this is the first time that I have ever felt that Vonage does not value me as a customer like they used to.

I know we're only talking about $10 here, and my monthly bill is much more than that, due to all of my virtual numbers. but it's the fact that I was LIED TO when I was told a $9.99 fee was going to be waived, and to add insult to injury, I was simply told that "there's nothing I can do, that person didn't have the authorization to make that offer" when I called into customer care.

I was a LOYAL customer, now I am seriously looking at other VoIP service providers. I referred MANY friends and family to your service, many whom have service with you now. I mentioned you NUMEROUS TIMES in my BLOG, and followed up with inquiries from YOUR prospective customers. I even BETA tested some of your hardware!! Well, that's stopping now. All because one of your agents told me one thing, and I got another.

Yes, I am angry.

Please forward this to whomever you wish. I am forwarding this to some of the folks that I have referred to Vonage to let them know what to expect from the "new Vonage" and to beware and process ALL transactions in writing!

I have already discontinued my Ottawa, Ontario FX ("virtual" phone number), since I wasn't getting many calls from my friends in Ottawa -- and I will yank my Rochester, NY number next if they don't take any action...

I really love the concept behind Vonage, and in the beginning they were just great... Ever since the IPO and all the shit that's hit the fan, I don't know what to think anymore... Cost-wise, it makes sense over traditional phone companies, technology-wise, it's a geek's dream telecom service, but customer service-wise, it's getting bad...

For third-party Vonage insight, check out


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