The End??

I am overdue in updating this site regarding my specific situation.

For those who have followed the events related to my awful experience with Vonage that I have described in this blog, my particular story has come to a satisfactory end. And I have to say, that the people — and the primary person I was assigned to work with on this — were stellar.

My wish is that this trickled all the way down and throughout the company.

I will write more on this in the days to come. But I thought it important to at least provide this quick update in order to not leave this published story open ended.

To the person who so deftly handled both this situation and me, thank you. You went what I perceived to be above the call of duty. You were flexible and most generous. And gracious all the way through.

Given the balance of my interaction and experience with Vonage, I have been left wondering, half smiling, why you were at Vonage??

My very best to you…

RMA Update

Today I am to get RMAs, one for each Vonage device that I received for each phone number I ordered back when I was super enthusiastic about becoming a customer. Really. There was a time when I couldn’t wait to be a customer. Even during the first several days of working with Margaret in technical support, I was still pumped up, wanting to believe I was going to be a happy customer. I was singing Vonage praises to friends and family until one day I realized that this was not working as advertised. It was not plug and play, at least not for me.

Today, a member of their legal team will be sending my RMAs to me.

If you go back to my entry on March 7 entitled “Rhea”, I noted that Rhea refused to give me any RMAs (just like the customer service representative I spoke to before her). After a lengthy conversation with her, she finally buckled and promised to email me one RMA to cover all devices within 24 to 48 hours. I’m not sure why it would take that long to find one number. That alone didn’t give me much confidence in Vonage customer service.

I, of course, was skeptical — and, of course, I had reason to be. I never did get that email.

Rhea, like everyone I had contact with at Vonage customer service (not to be confused with technical support) was resistant in doing what was right — and with attitude. The exception to this are the seven representatives who hung up on me the second I uttered the word “cancel”… seven representatives in a row, seven in the span of 10 minutes. I’m not kidding. I couldn’t believe it was happening.

I pity the countless customers who are still trying to no longer be a customer, people who could not get their Vonage service to work. Hopefully they learn about the Executive Response Team through forums like this one. And although I experienced an odd false start with the team, I did eventually (quickly) experience an appropriate response.