Dear Sirs:
This letter is to inform you of an experience no customer should have to endure. Today after waiting nearly an hour for your 24/7 customer service reps. To answer my call, I was accosted verbally on the phone by two of your so called "customer care" reps.
I called, as I have with all of our utilities, to notify Vonage of our intent to move and to provide forwarding information as any good customer does. The gentleman who finally answered my call was incredibly rude, and actually denied my attempt to ask to speak with someone else because of his behavior.
After being told I would have to pay for your equipment (which by the way, we bought at Circuit City and have the receipt for), then being told I would be refunded the $41 and change termination charge if I returned the equipment (proving that your rep wasn't interested in anything I had to say and refused to listen his your customer)... I finally said, "whatever" and agreed to the charge. Just to not have to talk with him any longer. Then your customer "care" rep proceeded to tell me that our service would be terminated IMMEDIATELY. I, totally taken aback, said "What? I don't want it terminated today, I called to have it terminated as of NEXT Monday, April 3rd as that is our move date." Your rep actually laughed and said, "Sorry Mamn, there is nothing I can do, it is terminated now. I can reconnect you and give you a new number and contract for a fee." Sounds a lot like EXTORTION to me. Aghast, that my family would have to be without a phone, I ask to speak to his supervisor, he said that he had no supervisor. This started his refusal for me to speak with someone else, even though I told him that I could hear other people in the background. He said, "There is nothing I can do, I am the only one here, you will have to deal with me."
This went on for over twenty minutes until my Husband, Troy came out of our bedroom to take over the call. He could hear how I was being treated and would have no more of it. He attempted to talk sense with the rep, telling him that he had also worked in a call center. The man refused again to let him speak with someone else. It was only when my Husband got angry and raised his voice about my treatment, that the rep put him on with someone else... Though not his supervisor, as was our request and right as Vonage customers.
The new rep was, as rude as the first, so I gathered from my Husband's end of the conversation, and their talk ended with my Husband promising to tell everyone we know about our experience and NOT to subscribe to Vonage.
So, now we are a week away from our move, no phone with a two year old baby daughter. We live in a rural area, so we also have no 911 service. We have subscribed to Vonage since March of last year, and as promised... We will never ever recommend your service and in fact, will do everything in our power to make sure that no one we know does!
As consumers and as customers, we have rights. Those rights include the ability to choose where we do business. It also assumes at the very least, decent treatment from the people who are hired to help us within those services. We pay our bills and rely on YOU to do your job.
You should also know that this letter is posted on Craigslist, epinions and a copy has been sent to Consumer Reports and our local television stations here in AZ and also in the San Francisco Bay Area, CA (two of your biggest markets due to the influx of technically talented people). We also intend to report this incident to the FCC and let them take over the investigation.
Troy
0 comments