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.

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