Vonage Review

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Overall 3.12 of 5 view all 52 reviews

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trehahn
Monroe, MI

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Vonage is a great choice for VOIP phone but not customer service

comedy fan, a person who enjoys quality, cost-conscious, informed, creative professional, a comparison shopper, an online shopper, expecting good, fair service

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Cons

outsourced customer service, no call block option others have, poor customer service

NOV

2007

I was with Sunrocket for almost 3 years and had been happy with my service for the most part. When I started having problems with Sunrocket, and their great customer service had gone downhill I considered a switch. A friend informed me Vonage had a deal going for referal if I signed up both of us would get a free month service and a $50 American Express card. I had to stay in good standings for 30 days to be eligable for the card.

I quickly jumped at the great offer, and soon after found out Sunrocket filed bankruptsy. I stayed in good standings for 6 months now, but have yet to see my $50 Amex card! I have called them 3 times to find out why I'm not receiving it, and even e-mailed them once.

In the e-mail I was told when the referal was sent I was to send them my account number and my mac id of my equipment to sign up and receive the card. I asked them how I could provide an account number and mac id for equipment I had yet to order, that question is still unanswered by them. I wound up calling to talk to someone who informed me that was incorrect, and they'd get it taken care of. Each time I called I was told the same thing, that they'd e-mail me within 24 hours to inform me when I should expect the card. The e-mails never came. It's funny, their billing e-mails go through, their survey requests go through, but sending me my $50 amex card? My e-mail address must be wrong. The last time I talked to someone they were going to call me within 24 hours since my e-mail was not working correctly they said. Hmmm my phone service must not either it's been a month and a half, no phone call.

I recently filed a complaint with the Better Business Bureau over this issue. I received an e-mail from Vonage Corporate with a file that said they reviewed my case. Nothing more, nothing less. Still waiting to hear the results.

While I did have the above issue, the service has been great. Clear sound, all my calls go through and they have a large number of features. Except for outsourced customer service issues, Vonage has been good and I would recommend them to others.

Vonage is recommended by trehahn

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Comments about trehahn’s Review

jcsammon wrote on Apr 17, 2008 at 5:30PM

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I have vonage and do love it. The quality is exceptional. I do agree with you though; Vonages customer service is now located in the Phillipines. I always ask for an american customer service agent. A secret also is to hit sales instead of customer service - they are all based in the US. I get what I want everytime.. I've complained until i'm blue in the face about having american jobs for american company. But to no avail. But then, all the calls, to all the countries, all the US, Canada, Puerto Rico for free - what do you expect...