First of all, I had good service using the phone system for about 6 months, then suddenly the phone adapter quit working a few days ago. I called customer service and after waiting on hold for 45 minutes, I hung up. I called again later and suffered another 45 minutes of being on hold before I spoke with somebody. The rep seemed okay and I updated my shipping address with him which they somehow had my old address of 6 months previous on my account. I also requested that they send it overnight as this was the only phone I had working in the house and I needed the service as quick as possible. He said that would be fine and that it should arrive by Tuesday or Wednesday. (This was Monday)
The next day I log into my account only to find not only did they not send the adapter overnight, they sent it to the wrong address! I could not bear the thought of standing at a payphone for another 45-60 minutes talking to a rep and not getting anything accomplished. So, I went to the local electronics store and bought a new adapter kit there. I set it up, and added a new number to my account and then called them on Wednesday about cancelling my adapter.
Again, after being on hold at least 20 minutes (this was 10pm eastern time) I talked to a rep who said she had to talk to her supervisor and so forth. She asked me if I could or had contacted UPS about the shipment. I told her that it was there fault they sent it to the wrong address and that I needed my money refunded since I went ahead and bought a new adapter a store, which is what I should have done to begin with, but I had no idea how inept the customer service of Vonage was because I had never dealt with them before. Anyway, after being on hold for another 40 minutes, the line suddenly got a busy signal and they disconnected me. I called them back, at this point I was fuming and the first thing the rep told me was that I had to cancel my entire account for some reason and that I should contact UPS. I said "Let me talk to your supervisor" she immediately said okay and put me back on hold without even asking if it would be okay to put me on hold again! The girl comes back on after 10-15 minutes and says tells me they will refund my credit card back and that it would take a few minutes. She puts me on hold another 5 minutes and then tells me that I've been credited and I wouldn't need to cancel my account. Anyway, I thought okay I've spent over an hour on the phone the night before a 30 hour shift (I'm a doctor), but at least the problem has been solved. I was wrong!
The very next day (Thursday which is today), there was a statement that said I had been charged. I called again, this time I was on hold less than 5 minutes. Spent 15 minutes on the phone with a billing rep who finally understood what was wrong and then proceeded to write company emails about the problem to various departments and gave me a ticket number. Again, this rep didn't understand the concept that they sent the device to the wrong address and I didn't have time to track down UPS for their mistake. All I wanted was my money back and they could deal with getting their device back from UPS. Keep in mind this device has still not been delivered to the correct address as of today (according to UPS tracking number). You would think they could use some common sense and contact UPS and stop shipment. I can't imagine in the days of men going to the moon and the internet that they couldn't do that. Anyway, so I said I wanted to speak to a supervisor. The rep says, "well, you know there busy off training all the newbee's, so they're too busy." At this point I've decided this whole mess is not worth the trouble. So I'll be cancelling my service and taking my new adapter back to the store for a refund, I'll be going to the bank and getting my transaction refunded and have them reported for fraudulant activity. I'll also be emailing this as well as other complaints on here to their customer service. I'll also be posting this as many places as I possibly know and telling anyone on god's green Earth never to use Vonage.
Again, in summary:
Shipping phone adapter to wrong address and not shipping overnight, then not refunding charge.
HORRIBLE customer service. Wait times close to or more than an hour on hold. No supervisors or management to speak of.
Did I say HORRIBLE customer service?
Again, I felt like I had good use of my phone without real connection problems. However, if you have any equipment or billing issue you are in for a nightmare. Take it from me!
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