Complaint Review: VoipGO

Okay, when I first signed up in March of 2009, they billed me in American Dollars instead of Canadian Dollars... after several phone calls (at least 4) to support and listening to music-on-hold for over an hour each time, I was never able to actually get thru to anybody. I sent several emails and finally got a response and they actually fixed this problem.

I then had some technical difficulties with the ATA they sent me (no voicemail notification) and tried the phone again a couple times with same result as before. I sent at least 10 emails and never got a reply to any of them. I then tried their online chat a couple of times from their website, and actually got a technician that was very helpful and resolved my problem.

I purchased the ATA directly from voipgo, and there is a clause in the contract that says you can return it for a partial refund if you want. I setup my account using x-lite softphone and decided to return the ATA for a refund. I wanted to drop it off in person to avoid any issues, but when I showed up at their "address", it turns out that 2-3415 Dixie Road is a 'UPS Store' and that Suite 348 is actually Box 348 in the 'UPS Store'. They must be located nearby in order to pickup their mail, but they are not willing to reveal their actual location! Needless to say I did not drop it off.

Since I could not drop it off, I decided I needed to get in touch with them to get an RMA number... so tried the phone again... and guess what... I didn't have to wait on hold anymore because as of about August 2009 (and still as of December 9/09) they now have a voicemail message that simply says "We are not taking any phone calls because we are re-organising and training new customer service reps". Okay, so then I tried to use the online chat because that had actually worked before, but again, since about August, the chat has been offline and not available. So then I started sending emails again... I sent an email everyday for over a month, and then I actually got a response to one of them that gave me an RMA number.

So I mailed the ATA back to them with the RMA number all over it. I got my notification from Canada Post that it had been delivered and signed for, so then I started sending an email everyday to see when I would receive my refund. The ATA was returned on September 9th 2009 and it is now 3 months later (December 9th) and I have not received my refund or a reply to any emails I have sent (1 email a day for 3 months so that is over 90 emails so far). And about a month ago, I gathered all the email addresses I have for voipgo, and started sending two emails a day to all the email addresses... and still no reponse.

Here is a list of all the emails I have accumulated from them:
vgbilling@voipgo.com
vgsupport@voipgo.com
vgsales@voipgo.com
vginquiries@voipgo.com
vgemergency@voipgo.com
notifications@voipgo.com
lnp@voipgo.com

Anyways, the actual phone service seems to work ok, but don't expect any support or any refunds.

I highly advise that you NEVER use this company!!