Vonage was contacted on 1/19 to initiate digital phone service. When I determined that the service was well below our previous phone service, including severe static, call terminations on almost all calls, confusing and contradictory technical information, I notified them to terminate the service and we would restore service with Verizon.
Vonage promised to refund the start-up charges of $16.93 and $42.34 when I notified them to cancel service on 2/6. They instructed me to notify them when service was restored by Verizon so they could close my account. I agreed to return the computer telephone adapter device provided to me at start-up when Vonage service was terminated as per the Terms and Conditions of the initial installation agreement.
On 2/18, Vonage notified me that a monthly service charge in the amount of $33.88 was charged to my credit card. When I called them and reminded them I had terminated service, they agreed to refund/credit this charge. No credit such credit was ever received.
Service was restored by Verizon on February 25 (a Saturday) and Vonage was notified on February 27 (a Monday) that their service could now be shut off for my phone.in that call, Vonage informed me that the start-up fees would not be refunded, and I was also responsible for an additional termination fee, plus tax and other fees of $121.18.
I have disputed all charges with the credit card company, and notofoed Vonage I a, going to pursue action required to recover all charges.
The company is very much not customer-friendly. Their technical help personnel are not competent to resolve problems customers have with the equipment, and four different so-called experts advised me with significantly different solutions to the same problem. Most didn't even understand how all the telephone receivers in the home would be integrated into the digital system.
Two of their reps actually instructed me to disconnect all outside telephone connections, while others said their system, when fully operational would automatically integrate all telephones in my home through the internal telephone wiring. Other so-called tech support people at Vonage blamed my problems on my computer, my broadband vendor, on Verizon, everyone but them. Over 175 minutes of telephone usage in 5 weeks of Vonage service was expended on calls to Vonage to resolve systems problems.
I am a reasonable person, fairly proficient with computers, and yet I found the quality of the Vonage personnel (but not all) to be the biggest part of the problem. I strongly recommend that you think twice about going to Vonage, investigate all alternative digital telephone services, and choose one based primarily on those comapanies who value you as a customer, not just someone who can add your monthly payments to their sales volume.in my area, Bright House, formerly Time Warner's Road Runner cable service, is an excellent choice, with knowleagable and friendly technical support personnel who actually can help.
Vonage, for me, was horrible. If you choose them for your digital phone service and things go wrong, don't expect that they know how or will willingly will resolve your problems. They won't be flexible and are incapable of providing acceptable technical support.
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