I subscribed to Vonage on 1/31/06 full of expectations that they would meet their service claims. I purchased the digital phone equipment at Staples for $149.00 just so I would have the right equipment.
After 4 months of poor service, dropped calls, poor sound quality, inablity to use my computer while talking on the phone and a customer service line that makes you wait 30-40 minutes to talk to customer service, I called to cancel my service. To say that waiting on hold for 40 minutes set the tone for the call would be an understatement.
After explaining that I wanted to cancel the service for the above stated reasons and for the fact that technical support could not correct the problem I'm told that I have to pay $39.95 for the privilege of cancelling a service I can't use due to no fault of my own. I'm also told that I can't get credit for the service billed today because they "don't do that".
I explained that I had tried to get through yesterday and couldn't. Their answer is "I can connect you to technical support to correct the problems you are having"... I am going to shout it to the rooftops that this practice is unfair and unacceptable. Additionally, when I asked to speak to a manager, I was told I was speaking to a manager. I asked to speak to her boss and she said she had no boss. She was the only person I could speak to.
I beg Vonage to change their customer service and billing practices NOW. I will be their worst nightmare when it comes to "word of mouth" advertisement.
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