Complaint Review: VONAGE PHONE SERVICE

Vonage puts a lot of effort into attracting costumers with their commercials but almost no effort into keeping them. From day one the costumer service department was basically unresponsive. I sent an e-mail requesting my name be displayed on other peoples caller id when I called them. The response was neither a solution nor an explanation of why it didn't work. All I got was an e-mail saying that everything worked as it should even though it never did!

Other problems I had included the caller ID not working when people called me, the voice mail not working, a long delay between picking up the phone and being able to dial, and whenever the internet was out there was no phone service. Losing phone service when the internet was out really was expected but the refusal of a credit for the time I had no service was not.

Vonage claims that because it wasn't their fault they don't owe us anything which is one good reason to keep your internet and phone provider the same. In fact Vonage has placed wording in their contract that allows them to refuse any credit to your account if you have had the service longer than 10 days and less than a year. This is even true if the service doesn't work at all in that period. By their explanation this means that you could be without service for months and still have to pay them for the service that they are not providing unless you pay a termination fee. I am baffled that they can legally charge me to terminate a service that they are in fact refusing to provide.

These days costumer service is a thing of the past, every company I deal with has a department labeled, "costumer service" but not one of them actually provides any! Due to strangley worded, long winded contracts and fine print companies are not responsible for anything! Somehow they are not even responsible to provide the services that you pay them for. Vonage customer care actually told me that the contract states that they do not garauntee service. They do however demand payment. Imagine that!

Joshua
LULING, Louisiana
U.S.A.