Vonage is about to lose a customer (part 3)

Part 1.

Part 2.

No response (ever) via email. I suppose Vonage customers should just abandon that access method. That's a shame, since one would expect that a good email response could lower the amount of phone help traffic.

At the airport, on my way our of the country, I had some time to kill and called the support line again. (The number of buttons required to get to a real person is smaller if you choose a billing option - I may try that again next time.) I had just connected, when a fire alarm went off at Vonage central and they had to hang up and shut down for 30 minutes. OK, that one wasn't really their fault.

When I finally got a real person, they discovered that my ATA had not shipped overnight - and not via UPS. It was shipped via DHL ground. That explains why it didn't show up on the UPS tracking system, and why it didn't arrive before I left town. It does not explain how Vonage so royally screwed up, and the person that I talked to had no explanation.

In Vonage's defense, they credited me for the overnight shipping and even included a Vonage baseball cap in the box with the ATA. So, I suppose I'll stick with them a bit longer.

My advice to anyone considering Vonage is to go in with your eyes open. They're growing faster than their help system can handle, and you will need a lot of patience and the ability to go for up to a week without phone service if something untoward happens.

Filed in: Vonage