VONAGE SERVICE - THE WORST IN THE WORLD

Dear Vonage Customer Service and Management,

Let me start by saying that I am greatly dissapointed at the level of

support that I have received from Vonage Customer Care. While you may

not have any control as to whether a technician comes to my home to

help me with my service issues. I will tell you one thing, what Vonage

has done and continues to do to me is despicable and inhumane.

My story is simple - I was lured by the prospect of crystal clear

calling, and dozens of features for a low price. I also signed up

because of claims of award winning customer service. If you check in

file profile, I switched from Bellsouth to Vonage for these reasons

and also due to the fact that I had lost my job and needed reliable,

cheap , local and long distance service.

I experienced my first problems with vonage 2 months into the service

and that was quicky rectified. About 2 weeks ago, I started

experiencing horrible, loud static noise which rendered the phone

useless. I waited for a couple of days hoping that the noise would go

away but this did not happen.

I then resulted to sending emails (back and forth) 12 in total with no

solution. Each time, the emails would be the same; long and detailed instructions and links for me

to power up and power down, disconnect and reconnect, and if these did

not work, i was asked to send another email.. and I did answering questions as to why the suggested solutions did not work. 12 times in total. When the emails did not work, I thought i might have better luck with a live person.

I then called and was on the phone with first level customer support

for 1 hour 20 minutes in which time we went though 15 different

scenarios, plugging and unplugging, disconnecting, you name it we did

it; but nothing worked. I was then transferred to second level support

and was on the phone for 40 minutes (such as the one that was recommended from previous communications - an Engineer) Again this person went

through all types of scenarios and when none of these worked, this

person finally suggested that I needed to replace my equipment which

arrived earlier this week but has not helped the situation. I still

have the loud, horrible static noise which means that I cannot get any

use out of the phone.

I Called back and spoke to another first level support person at

3.00am EST as i was deeply distressed by the situation and could not

sleep (you are welcome to verify this) . This person was on the phone

with me for 55 minutes and he basically told me to do the same exact

things that i had done with the previous two agents. We tested the old

Vonage equipment, the new Vonage equipment but the loud buzzing,

static noise was very much there. He then informed me that i needed to

speak to second level support and they would send me additional

equipment.

At that point, I just broke down and started to cry (you are welcome

to verify this from your recorded phone calls). You know why? Because I could not take the pain and torture anymore. I have done everything that has been asked of me from 12 emails, I have done

everything that has been asked of me after spending 3 plus hours on

the phone with agents and you know what else? because I have been

out of a job, I am facing foreclosure and eviction and I have not had

any food to eat for 3 days because I cannot afford it. The phone that

I have is my lifeline to getting employment, having a roof over my

head and putting food on the table.

Did I mention that I scrapped up a few dollars, went to a store and

purchased a new regular phone as the agents assumed that the cordless

phone was my main problem? guess what? that did not help either.

This phone is not a luxury item - xxx-xxx-3208 is the only way for me

to get my life back on track. I am frustrated that all I keep getting

is one agent to another, I have tons of equipment that you have sent

that doesn't work and more on the way, and my requests for a

technician cannot be honored because my case doesn't qualify to in

home support. There comes a time when this type of torture has to

STOP..IT HAS TO STOP.. IT HAS TO STOP and IT STOPS NOW.

I need for you and your company to stop for a moment and consider that

you are dealing with human beings who are suffering and for us, the

phone is much more than a tool of communicating to the outside world -

it is my life - do you understand that? it is my life - period. This

phone number that I ported from Bellsouth to your company with

promises that it would work IS NOT WORKING AND NO ONE CAN HELP ME.

So, while you continue to do your job and issue service tickets for

my numerous emails and phonecalls, and continue to escalate my issue

from level 1 support to level 2 support, and do whatever else you are

required to do on your job - I need you to stop for a moment and think

of what your actions may mean to a person like me.

I am just customer to you.. and Sarah Hampton is my name, I am a human

being who is enduring unimaginable suffering due to your incompetence

as a company. I am not asking for any special treatment - I am asking

that Vonage treats me like a human being, that Vonage keeps to its end

of the bargain and provide me with the type of support that works.

Thats all...

p.s. I just got off the phone with another of your agents (Claudia) who

seemed to sympathize with my plight - I have no choice but to cancel

this service. Do i want to? no.. not really - I had enjoyed my service

for the short time that it worked. But for me, I have to do something

as drastic as this in order to keep a roof over my head, and put food

on the table. I am sure there is more of this story to come once I start the cancellation process.

I am sure no one really cares up there afterall - someone new will

sign up and replace me - I just hope that you will be able to treat

them better than you have treated me.

Sincerely,

Sarah Hampton