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 Vonage Representative's Hate Speech
Posted Tue May 22, 2012 3:59 pm, by William H. written to Vonage
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This is what happened to me and my partner around 2:00 p.m. on Saturday, 5/19/2012, in the Duluth, GA, Fry's Electronics store. Upon entering the store, I went to the restroom while my partner picked up the external hard drive he needed for a client, which was our primary reason for visiting. We met up at the edge of the CD section and proceeded to the phone section, since he wanted to look at the new Magic Jack Plus. As I am very familiar with the store layout, we headed right for the aisle it was on and found the display of them immediately. We were standing there discussing it, and noticing a couple of other items next to that display that had similar features, when an african-american man with a neatly trimmed beard and slim build, wearing a dark shirt and pants and very large square "diamond" earrings (obvously not dressed as a Fry's employee) approached us. He held out a Vonage box to my partner and attempted to convince us to purchase it. My partner told him he had had to pay a termination fee of $75 to discontinue his Vonage service at one time, and so was not interested in it. He even stated Vonage could pay him $100/month, and he would not use it.
The representative continued to try to sell the Vonage adapter to us, still holding it out to us, and explaining there were no longer any contracts required. Having already been pretty blunt that we were not at all interested in the Vonage adapter, my partner resorted to explaining that after months of problems and hundreds of calls, he had finally cancelled their service, and they had charged him the $75 termination fee. He ended with the statement "Now go away." This was not said hatefully, nor with any use of foul language. Just a simple statement, since he was obviously not getting the point that we had no interest in Vonage.
At that point, the Vonage representative said something to the effect of there not being a need to get an attittude about it, to which my partner replied "Just go away." Again, not said with malice. Just a blunt request. The rep finally began to walk away, and then said, "Good luck getting the Magic Jack to work." My partner raised his voice slightly to be sure the rep heard him, since he was now further away, and replied that the three he had gotten to for over a year were still working just fine. The rep then said somewhat loudly, "Good luck with your boyfriend," in a tone of voice that was clear he meant that to be an insult. My partner raised his voice more and replied that I was not just his boyfriend, but, (at least in the state of New York) his husband and that we'd gotten married there a few weeks ago.
At that point, a Fry's associate approached us and asked if he could help. I immediately asked to speak to a manager. He asked if he could take us up front to one, and we agreed. He also asked, as we walked up front, if we had any questions about the Magic Jack. I am not sure how much of the altercation he heard, but he was completely professional and courteous to us. Once he introduced us to the assistant manager, and we had conveyed to him what had happened, he indicated that he would locate the Vonage rep and remove him from the store. We then checked out and left the store.
As we came out of the front door, the Vonage rep was out front, slowly walking across the front of the store toward us, talking on a cell phone, very possibly waiting for us. He saw us and said words to the effect of: "Nice try, trying to get me in trouble with the manager, but I don't work here and you can't do anything." My partner said something to the effect of he would be lucky to be working anywhere with that attitude. My partner then turned to head back into the store. The rep then said, "All fags should burn in hell." My partner continued to return to the store to locate the assistant manager, and I kept him in view, staying at the very front of the store.
The assistant manager and two plainclothes officers (working security, I assume) came out of the store and asked us to remain some distance away, so as not to escalate the situation any further. The rep said we had approached him, first, to which we replied that the security cameras could be checked to disprove that. At no time did we speak to him first. Even when we were leaving, he was walking toward us and spoke first. The assistant manager said checking the cameras was not necessary, and that he did not question our description of the events. Next, the store manager came out and talked to us, apologizing and assuring us that upper management in the Fry's corporation and Vonage had been notified of the issue. The Vonage rep then left.
I believe a formal apology is in order. I would hope that Vonage does not share the views of the representative they hired. And, if not already in place, I believe it would be appropriate for there to be verbiage in any contracting agreements Vonage enters with anyone, prohibiting the use of that kind of language while working for them, regardless of the type of discrimination or hate speech being exhibited.
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by HankBear Posted Mon June 18, 2012 @ 9:36 AM
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I just wanted provide an update to this story. I was contacted by a
Vonage representative on the Executive Response Team. He did
apologize on behalf of Vonage, and took some additional information
that should help them identify the representative we encountered in
the store. He said the information would be reviewed by the
appropriate internal department.
Perhaps no action will be taken, but I did receive an apology, and
they are aware of the issue, so I am satisfied and consider the issue
closed.
Thanks for listening and commenting. And, thanks to Planet Feedback
for the method and means to be heard!
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by Mnemosyne Posted Tue May 29, 2012 @ 3:40 PM
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The store manager came out and apologized, that should be sufficient.
As the saying goes, Stick and stone can break my bones but names will
never hurt me". The apology should come from the bigot but that will
never happen so let it go and be happy. There are hateful and
bigoted people in this world. He found your soft spot, had you been
fat, black or Muslim he probably would have used that to get at you.
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There are certainly some ignorant people in the world. In all honesty,
it's doubtful you will get an apology, but I am truly sorry that this
happened. I hope you and your husband have a happy life together!
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by Jared C. Posted Fri May 25, 2012 @ 11:37 AM
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I am sorry you and your partner had to hear this ignorant and
uneducated man's tirade.
Besides this Vonage rep being morally incorrect, ethically empty and
highly discriminatory, he has no business working in a customer
service capacity and deserves to be terminated from his position.
Finally, my best wishes - and sincerest congratulations - to you and
your husband on your marriage! May it be a long, happy and peaceful
union!
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While I don't condone the agent (or whatever his dumb butt was)
behaving as he did, I'm not sure that your partner "raising his voice"
so the Rep could hear him did you any favors. Somebody that stupid
and ignorant is only going to be egged on by seeing that he's making
you or your hubby upset. It's a very cowardiced way of him assuming
superiority.
I'm sure you already know this, so I will try to minimize the lecture,
but there are ALWAYS going to be idiots in this World. People who
will hate you for what they think are legitimate reasons and people
who will hate you just because you wore green socks on Tuesday. If
you (or your husband) insist on taking every moron who crosses you to
task, it will only serve to exhaust you both and waste precious time
that you have together.
I wouldn't pin my hopes on that personal apology. An ignoramus like
this would NEVER be sincere about it and it seems hollow to expect
Vonage to be the one to offer the Mea Culpa on his behalf.
I'm glad you both are living your life and being happy. Keep doing
that! I just hope you can recognize how futile and pointless letting
jerks like this get under your skin is.
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by PepperElf Posted Wed May 23, 2012 @ 3:24 PM
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Well I will agree with the rep's comment on "good luck getting the
magic jack to work". From what I've seen it's a giant piece of crap.
That's not to say I'd recommend vonage either - i've never used it.
But I've mostly seen complaints about magic jack
As for his other comments - if he indeed works for vonage then his
comments should remain professional at all times.
However the part about "Nice try, trying to get me in trouble with the
manager, but I don't work here and you can't do anything." ... that
makes me wonder if he was there in any official capacity.
At my last job we had reps from other companies, but they were
specifically assigned to our store. So if anything their behavior
reflected both on their parent company and the store they were
assigned to.
The fact that he started pulling the "i don't work here" line makes me
wonder if he was a customer. That's not to say he doesn't work for
vonage, but ... makes me wonder if he wasn't really there in an
official capacity as a representative. (unless fry's normally has no
control over the behavior of the reps they let in)
if he was there on vonages order's then indeed the company owes you an
apology.
if he was just trying to upsell a product on his free time though...
he's a jerk sure but that would fall under the "customer" category.
which means his behavior could only be addressed by fry's and/or the
police. which is... according to your letter, how the issue was
addressed.
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