NorVergence
No T1 Service, Unresolved Issues, What Recourse Now?

Like many previous postings the past two days, our company is now without T1 service, both voice and data. We were given the same explanation by NorVergence personnel... Nationwide outage by Quest. BUT, I was able to find that Quest is not experiencing any outages because I can call 1-248-555-1212 and connect to a Quest operator. What gives?

Our sales office signed on with NorVergence in November and was "activated" in February. We were given a number of promises. Although our voice T1 lines were activated in February, we had to contract in April with an outside service to have the internet T1 cables dropped into our offices. It was at that point that NorVergence indicated this was not their responsibility although the sales rep used this as her sales pitch.

Cell phones... Since working with NorVergence beginning in December, and being told our existing cell phone numbers would be ported over, AND completing the portability forms three times, we were unable to get this taken care of. We have had to switch to the new numbers which came with our Sony cell phones. Disappointing, and not what was promised.

We have only received one reimbursement check... Early December.

To make matters worse, NorVergence never cancelled ANY of our existing contracts with our cell phones, long distance and local carriers, whereby we were incurring duplicate costs. When the existing companies were contacted by our company, we were advised that the calls supposedly being run under NorVergence/Quest/Matrix Box were actually still being handled by our old carriers. To date we have paid over $7,000 in overage charges without reimbursement. We opted to withhold payment to both NorVergence and De Lage Leasing Company (under the head of Norv Capital), only to be contacted by De Lage that we must pay the Matrix leasing contract because we were committed by law under the contract. Per De Lage, there is no affiliation with NorVergence (?) and they are strictly a third-party leasing company. My question to De Lage is why should we be responsible for a product that doesn't work... To no avail. My commentthat although De Lage is a third party leasing company, they need to stand behind the product they are leasing fell on deaf ears.

NorVergence's customer service has been practically non-existent, either a busy signal, being put on hold and then being mysteriously disconnected after 30 minutes, or people who are totally unable to help. The turn-over is tremendous and we have have more contacts than we can count.

Now, to just totally create havoc to our company, all our 800 lines and internet services are now going into Day 3 of complete outage! We cannot reach NorVergence in NJ... Only get a busy signal. The owner of our company decided to take a visit today to their Southfield, Michigan offices to talk to a supervisor, but the office was locked, lights off, no one working, completely closed. We were able to get ahold of a NorVergence employee (via her personal cell phone number) and was told they closed the office because they also did not have any telephone or internet connections... Why work, right?

To add fuel to the fire, our company is moving in two weeks to a new office location... But, alas, NorVergence has not yet completed the telephone/internet installations. We cannot pass building inspections and gain a permit of occupancy until the ceiling tiles/phone jacks/etc. Are taken care of, by you guessed, NorVergence. Our current location lease expires June 30, and it looks like our office may be sitting on a moving van unless we get quick action. Hard to do when we can't get NorVergence to answer the phone.

So, where does this leave us??? I believe 1) contact our attorney, 2) contact our state's telecommunication department to lodge a complaint, 3) contact and lodge a complaint with the FCC, 4) contact the BBB (somewhat of a joke because the last time I checked, no complaints have been lodged against NorVergence... Hard to believe), and 5) contact SBC who said they can have our new lines installed within three days under their new savings programs with lower rates than what we are paying NorVergence.

Any class action suit information/contacts/etc. Would be MOST appreciated!

I could just cry!

Company: NorVergence
Country: USA
State: New Jersey
City: Newark
Address: 550 Broad Street

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