OK, there are a bunch of people unhappy with vonage. But this happens with every company that has lots of customers. The noisy bunch skew the statistical average because satisfied people don’t talk near as much as the annoyed 
This leads me to my little trial.
I was a happy customer for 15 months before the honeymoon ended. I had no real complaints about them. I knew that calls to customer service would be on-hold forever! Below is a letter I sent to the CEO (jeffrey.citron@vonage.com) that describes my initial phone meltdown:
I’ve been a Vonage customer for 15 months. I recently tried to cancel the softphone line that I no longer needed. When I did this the CSR cancelled my entire account. When this happened the main phone line at my house was disconnected. I noticed this fairly quickly so I called back up and waited over an hour on hold before I got someone that told me that I couldn’t reinstate my old account and I HAD to create a new account. Then the idea is that they would bring my original number back into the new account. This all happened July 19 in the morning. It is now the evening of the 21 and I have called more that 6 times to get this resolved. Everytime I call the new CSR tells me that there is no record of any “ticket” being created. The latest iteration of this is with ticket # *****. Now I have to wait another 48 hours? You would not believe how angry I am. There are no words to describe my utter disappointment and rue I have for Vonage right now.
PS oh…and BTW Vonage was NOT supposed to send me a NEW adapter because I have one already…now I find out that you shipped one anyway (by mistake) that I have to return. Dang I’m pissed.
So…what are you going to do? All I want is my phone number back, it was a port into Vonage to begin with that I’ve had for over 10 yrs.
This email essentially put me on the fasttrack for success. I was contacted by the “Executive Response Team” on a Saturday and had my original phone number back by noon. Great! I was able to receive calls from my number. Then I tried to dial-out, no joy. Hmm…they did mention I might need to reboot my device, so I did. When it came back online I could not make or receive calls. So I call Vonage back and the hold time begins again. This time both I and the executive response guy are holding for a technician together (I’m wondering if he is getting frusturated too). Eventually after firmware uploads and numerous reboots the tech says the device is “gone” and that I should use the new one they are sending me. Ok great.
Once the device arrived in the mail I hooked it up and behold, I can dial and receive calls. Now everything is back to normal.
Stay tuned for the otherside of this story….
