My Linh’s Vonage modem stopped working, so she called to request a replacement under the terms of her service agreement. Vonage was happy to oblige. So happy, in fact, that they sent her 14 modems instead of one via UPS—but then couldn’t figure out how to get UPS to come pick them up again. Hey, they do VOIP, not logistics.
Ari’s wife had ten minutes to call into her local Washington D.C. radio station to claim a $1,000 giveaway, but couldn’t connect because Vonage routes all calls to 1-800 numbers through New York, and the radio station was only accepting local calls. For ten anguishing minutes Ari and his wife suffered through busy signals, worried that the radio station was deluged by other callers. After emailing both Vonage and the station producer, Ari and his wife finally realized what happened…
Vonage apparently rustled up a map and is now apologizing to customers who were accidentally charged international rates for their domestic calls. Reader J.R., who in April received a $38 bill after Vonage billed a call to Los Angeles as a call to Algeria, sent us the telecom’s apology note…
Vonage charged J.R. $38.94 for a three-hour call transferred from Texas to Los Angeles because Vonage apparently thinks L.A. is somewhere in Algeria. After some digging, J.R. learned that if you transfer a call without adding +1 to the number, Vonage will mistake area codes for country codes and bill at the international rate, even though the calls are domestic.
If you cancel your Vonage service before the end of the first year, you’re going to need to pay $70 for Vonage’s proprietary router on top of a $29.95 cancellation fee. Don’t even try to return the soon-to-be useless router because that’s simply not an option.
We’re having a hard time figuring out how Vonage can justify pulling their “Visual Voicemail” scam on customers without even offering the option of a refund, but that’s exactly what they’re doing to Daniel. They quietly turned on the feature over a year ago. You’d think in a year of logging onto the website, an observant customer would catch that sort of thing—only Vonage makes it actually look like it’s not enabled on your control panel, all the better to sneak it past you. Here’s how they pulled it off with Daniel’s account.
Vonage has settled a class action lawsuit over its flaky fax service, but participants can only expect to see between $4-19 repayment. You have until March 2, 2009 to file a claim or an objection. [Bustos Fax Settlement] (Thanks to Klay!)
We don’t know what the hell happened with this customer service situation, but somehow the CSR for Vonage decided that when Sarah abruptly hung up on him, she agreed by default to a service cancellation and $92 cancellation fee. That sounds like the kind of angry-CSR “mistake” that can be fixed with a second call—but according to the next CSR Sarah spoke to, that’s just Vonage policy. What?
William got an email from Vonage yesterday telling him they’re raising his bill starting in February.
Inside, email addresses, phone numbers, and addresses for over 100 different companies to inject your customer service complaints into their corporate executive offices, and get it well on the way to success.
Listen Vonage, Garry isn’t your customer anymore. You need to stop sending him bills and let him go. Sure, he liked you back in 2004, but he found a better company at a cheaper price and he’s moved on. Billing his AmEx every single month for two years after he canceled? Not cute. Sending his account to collections when his AmEx finally expired? Seems desperate. Please Vonage, get over Garry and move on with your life.
Here’s an odd little letter. For once a customer was actually pleased with the salesperson that came to their door and convinced them to try FiOS. Yay! The trouble came when the nice salesperson called in and Verizon refused to activate the account unless the customer canceled their phone lines with Vonage and Cablevision and switched all three to Verizon.
Vonage has settled with AT&T over claims that the VOIP provider infringed on some patents held by the telecommunications giant.
It has now been 72 hours since Verizon took control of reader Matt’s phone, according to his new website www.verizon-fios-sucks.com. He originally tried to order FiOS way back in November, but when no one called to schedule an installation, he was told that his order didn’t exist and would need to reorder.
Will Vonage’s troubles ever cease? They’re now being sued by Nortel for infringing not one, not two, not three—but twelve patents.
Vonage has a handy web form which forwards all issues to their Executive Response Team. A reader says he submitted his issue and he got a callback and resolution within 3 hours. “A 3 hour turn around isn’t bad at all,” he writes, “considering I’d already wasted 2-3 hours on the regular phone support over the past 3 days.”
A firm called Klausner Technologies has just announced that they are suing both Apple and AT&T for patent infringement over the iPhone’s “visual voicemail” feature. Klausner Technologies has already sued VOIP provider Vonage and AOL/Time Warner for the same darn thing, and both companies chose to settle and license the technology from Klausner.