Persistence Pays Off
My husband and I have been using Vonage since early 2005. I didn’t want to depend on a cell phone and my parents’ number was considered long distance so we decided to give Vonage a try. For the first few years everything worked really well and we didn’t experience any problems with sound or latency, but a few months ago we began to experience dropped sound.
I could hear my parents loud and clear, but they could only hear part of what I was saying. At first there was just a dropped word here and there, but as time went on it would take a full five to ten seconds for them to hear me again.
Fed up with poor service I called the technical support hot line and went through a bunch of Vonage agents who were unable to help me. Each time I called I explained that I’ve been a customer since 2005 and that I would like them to ship me out a new router. (I was pretty certain the device was failing after all these years.)
Each time the technicians put me through the same list of steps and procedures. Try this, recycle that, unplug this, unplug that. Sometimes things would work for a day or two, but inevitably the problem would recur.
Believe it or not I was so fed up with them that I went to Best Buy and purchased a new Vonage router outright. Despite buying a new one I called them one last time in the hopes that they would send me a new one for free. I told them that I was disgusted by the fact that I had to pay for new equipment, because they refused to help us, and that I considered cancelling service, which was absolutely true.
Sure enough my last stitch effort paid off and the fifth Vonage technician agreed to ship us a new device. My husband and I installed it that very same night and haven’t had a problem with the phone since. It’s unfortunate that companies make good customers jump through so many hoops, but it’s nice to know that I saved $79,99, (the price of the router), simply by being persistent.