I used to a huge Vonage fan.
I credit them for getting me off of using an old school phone company.
Time change, and the old school people took over. Faced with declining use, they raised prices. I stuck around, used the same original box I got when they were a brand new service, a loyal customer for the past decade.
Stuck around too long. Keeping the number when we closed an office.. it was just so easy and I was a bit nostalgic.
Then the day came I had to let that line got. We tried online to get the line turned off for the first of the year.. but got billed again, so I called Vonage, told them loved them, would recommend them, but just didn’t need the line. Please fix the bill and make sure it’s turned off.
After 6 attempts to get me to stay (each answered with me saying “I love you but cannot keep this line”), the rep told me that she was required to read me the scripts.
I said “disconnect my line now or give me to your supervisor”
The supervisor politely told me she would help.. then launched into another pitch to keep me. I suppose they’ve found that a 2nd rep pretending to be a supervisor is a good fake out.
All this desperation would be FUNNY if if weren’t for the next part. They are keeping another month in advance.
Phone turned off immediately. I get to pay for 30 days on a service I stopped using a year ago.
I said “do you realize that when you steal my money I will not just never use your company again.. I’m going to tell everyone I know for years to come”
She said there was nothing she could do. I suggested she polish her resume and hung up.
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THERE’S NEVER BEEN A BETTER TIME TO AVOID VONANGE
I’ve tweeted and posted elsewhere. I wanted to give the Vonage social media team a chance to respond. Not to get my service turned on for free, not to get a refund, just to give me a tiny bit of hope.
Then today, an email with the above graphic. As promised, I’m sharing the #FAIL whenever possible.
Good bye old friend. In an age where a civil conversation can go far in social media, the old school thinking here will soon bury this one time bright star.