Today I opened a complaint with Vonage with the NJ Better Business Bureau.
I think it is worthwhile to serve as an example of what can happen in the mad dash to pay off venture investors instead of keeping their eye on the ball and continuing to mature their business. The failure of the Vonage IPO is now stuff of legend in that analysts blame the VOIP industry at large and the weakness of the American economy and not the rush for pay-out of VC firms that may damage or destroy the very thing that many worked so hard to produce.
It reads as follows:
I was one of the first Vonage adopters. I had their service for something in the ballpark of two years until they went public and everything went straight to hell.
First they got rid of everyone who had a firm grasp of the english language or telephones. When my phone stopped ringing I opened a trouble ticket with them.
They didn’t read my ticket and told me I should reboot my router, telephone, every piece of networking equipment, etc.
The problem was not on my home network. It was something to do with Vonage infrastructure.
I tried calling and opening trouble tickets on line. Each time I would get a response from someone who had no idea what they were talking about on the phone or a form letter with completely pointless troubleshooting instructions in email.
No one was listening.
No one was capable of correcting my problem or interested in addressing Vonage’s breakdown in processing my situation.
After two weeks, I began the process of porting my phone numbers to another VOIP telephone provider as I still did not have phone service and would have to wait another 30 days before my numbers were going to work with this new provider that had more competent employees.
Eventually the numbers were ported over to my new provider and my phone was ringing again. How nice.
This did not stop Vonage from giving my phone number to their new customers as they were too incompetent to realize that it was not a number they owned any longer. I would get phone calls at all hours of the day and night as they repeatedly issued my phone number to customer after customer of theirs.
Eventually I had my previous number disconnected to get away from Vonage. Perhaps Vonage is still giving it out even though it is not a number in their pool. That is a problem for someone other than me at this time.
I want a refund on the two months of service where my phone was not working by no fault of my own after Vonage took it upon themselves to break my service and then have no interest in troubleshooting their failure.