Gary Varner

A member of the Philip Greenspun's Homepage community since March 28, 2005

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March 28, 2005, on Voice Over IP telephone service:
I am a long-time Vonage user, and loved their service...in the beginning. They've outgrown their ability to support their service, and as I tell friends, "Don't change unless you have problems. Lord help you if you ever need to contact customer service." I went through an entire week trying to contact them to cancel a fax line I'd added (which doesn't work well, but maybe be the quality of my broadband connection). I logged the time and it totaled 7 hours on hold without a response. Oh, correction: two times after an hour I rang through, only to be *disconnected* immediately. I tried to contact corporate headquarters and complain, but they have a recording there which directs you to call...customer service. They also provide a 1-800 sales number, which I tried. The automated message there? Contact customer service. I eventually resolved the issue by FAXING the request to cancel the line (and including comments about all the trouble I've had reaching them), and received an emailed...