Poor service from your representatives over my account.

Posted Sat January 19, 2008 5:18 pm, by Sarah D. written to Vonage

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On December 23rd, 2007, I ordered Vonage phone service, and my order was placed for the adapter. As you know, my start date, for my service billing AND for my 60 days satisfaction guarantee, begins on that date. I was told to expect the box within 5 days.

When it did not arrive as promised, I checked my online account, and it still had not shipped, so I called Vonage. I was told sorry, but that due to the holidays, there was a slight delay, but that it would arrive to me on January 1st, 2008. Again, it did not arrive on that promised date, nor had it shipped yet (on my account). So, I called customer service again. I was told it HAD shipped, and to expect it in 2 days. I was also told I was getting a 2 week credit due to the delay, because I complained that this delay was eating into my satisfaction period.

Again, the order had not shipped, nor was any sort of credit applied to my account, so I called customer service again. EACH TIME, I got someone with a heavy indian accent whom I could not understand very well. HOWEVER, this person apologized for the delay, this time stating it was caused by "Heavy volume orders from this period" (but my friend right down the road ordered the same time as me, and had her box in 3 days and was running since), and told me that a 2 MONTH credit had been placed on my account, for $49.98. I stated that I look at my account online, and there was no credit other than my initial 2 months free credit of $49.98 for starting up through a friend. She stated that this additonal credit was not reflected on my online account, but that she assured me it was there in addition to the start up 2 months credit, and stated that I had a total of 4 months service credit on my account.

3 times following this I called regarding the non-shipment of my order. Each time I asked them about this 'credit', because there still was nothing on my account online reflecting anything other than the first 2 months credit. First was RonBanda (not sure if 1 name or 2, but spelling is correct, I verified), and was assured that yes, there was a total of 4 months credit on my account, 2 for signing up through my friend, and 2 for the 'issue' with my order. Also was told my order had been escalated, and actually had shipped.

Several days later, I called AGAIN, because it still had not arrived, and it still showed as not being shipped. I got an agent, asked him for a supervisor, and when asked what for, explained my situation. I also asked him about this 2 months credit that wasn't shown. He said yes, there was a total of 4 months free credit on my account, then transferred me to a supervisor, supposedly.

This supervisor, chewing his gum in my ear the entire call, had no sympathy for the fact that it had been over 2 weeks since I had placed my order. This was on January 7th, and he said that he would escalate the order again (as it already had been escalated previously by the first agent who told me I had an additional 2 month credit for my frustration), and when asked HE ALSO CONFIRMED THAT I HAD AN ADDITIONAL 2 MONTHS SERVICE CREDIT ON MY ACCOUNT.

SO, he did finally get my order to ship, it shipped the next day, and the equipment did arrive, and works great. I AM happy with that. HOWEVER, The day I received my adapter, I received an e-mail from your customer service (and at this point, I use the term lightly) stating that they could 'see' that my order had been placed on the 23rd of Dec., and that they also 'see' that I did not receive it until the 10th of January, so I was getting my $14.95 'shipping fee' credited to my Vonage account for use on whatever service as I saw fit. Therefore, I replied to the e-mail, wanting assurance IN WRITING of my 'hidden' additional 2 months credit. Now, I received an e-mail back stating that since I was credited my $14.95 shipping fee, they were unable to credit me further for the shipping issue. I stated but this was already supposedly credited to me, a couple weeks ago, and I have had confirmation from 3 different associates of Vonage, 1 being a supervisor, that it was there already, even though I could not see it. I have since gotten nothing but rude replies from your 'customer service' agents that they see I "want another credit", but that I cannot have it. This is something YOU OFFERED ME, I NEVER ASKED, in fact, I told them I was ready to consider cancelling my service request instead of continue dealing with the frustration, and that was when I was first offered this 'credit'. I do not appreciate being lied to, or treated as if I am simply a stupid customer trying for free credit. I simply want what I was offered, and repeatedly told was there, to be credited on my account, or I will not keep the service past my 60 days satisfaction period, because I am far from satisfied at this point, with the service end of Vonage. Like I said, I do like the phone part itself, it works very nicely, but I will not remain a customer and pay my hard earned money to a company that does nothing but lie to me to keep a customer and get me off the phone.

I would like the repeatedly promised 2 additional months service credit applied to my account as I was told over and over again already was. I would like this to be something I can actually SEE in 'my account' pages online, and I would like confirmation of this in writing as well, to my e-mail address, *********@msn.com

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Re: Poor service from your representatives over my account. by petrohd Posted Sat January 19, 2008 @ 11:36 PM It sounds as if their Customer Service Reps are not trained very well and they have outsourced some of their calls to India. If this happens again (especially with the foreign CSRs), thank the CSR for their (non) help and try again. Eventually you might get an American Rep that might be more familiar with your situation. I had a similar incident happen to me a couple of years ago with Sprint. As it turned out, the reps were not trained right and it was discovered that they had to delete the old contracts from my account before they could put in a new contract. So sometimes it takes someone with a little more know how to get something like this straightened out. And as far as the supervisor chewing gum while talking to you, that is downright annoying and rude. As a CSR myself, it annoys me to no end to hear people on the other end sucking on lollipops and even eating lunch while trying to place an order. In cases like this I keep them talking so they don't have a chance to be munching in my ear. Anyway I wish you luck in dealing with Vonage and hope that you don't have to deal with their reps all that often. Reply Smoking cigarettes while on the phone is my pet peeve by RedheadwGlasses Sun January 20, 2008 @ 4:46 PM What did they say when you called to ask about the last issue? by donno Posted Sat January 19, 2008 @ 6:17 PM Did you call and ask about the email that stated the previous credit could not be applied? You detailed your phone conversations pretty carefully, but in the end things switched to email. Although you have been through the wringer already, this last issue would be better solved over the phone. I understand what you mean about credits and account details you can't see. I had (have) this problem with Verizon online, regarding changes to my account. The status shown online does not match my subscription plan, and the amount on my last bill relates in no manner to the verbally agreed terms. I would call them to get this straightened out. I would be positive about the shipping fee offer, but point out exactly what you did here; there was a previous agreement to credit you two months service. Try to remain pleasant, but firm. I think that they will be responsive. Good luck. Reply