Vonage cancellation phone call
We signed up with Vonage in 2005, and it had been great. We have since switched to cell phones and no longer needed a landline. So, I called the Vonage Customer Care Center to cancel our account.
I didn’t record the phone call. I wish that I had. I would have posted it to YouTube and gotten a zillion hits and an interview spot on Good morning America, and a Senate hearing…
But no, I did not record it, my 15 minutes in hell. “Rachel,” the relentless, uncaring and selfish, non-American-based gal who would NOT shut her pie hole about my “other options” after I politely asked her 7 times to simply cancel my account. I am still steamed.
When I first told “Rachel” that I was calling to cancel my service, she paused while her computer screen prepared the corresponding canned script. She then gave me the ‘apology script and asked me what I would do if my cell phones quit working? I was stunned. She continued to ask why I wouldn’t use Vonage as a backup? I said “No thank you. I am not interested in hearing any other options. Please just cancel my account.“ She asked if I knew that Vonage was portable, and that I could take it with me wherever I went. “More portable than a cellphone?” I thought. *sigh* I knew what she meant; that I could use an Illinois phone number in Montana, but that feature doesn’t matter to me.
Rachel made 7 different attempts to ‘rescue’ my account from cancellation, and she made each attempt with the emotional commitment of a serpent. It was clear that she didn’t give a crap about me. After the 5th failed attempt to get her to simply cancel my account, I asked her for her name and operator number. She happily reeled it off to me (“Rachel, number 28279372983023-blah-blah-blah”) and she continued with her inconceivable spiel. It was clear that a letter to her manager, the company, the board of directors wouldn’t do squat. They are desperate, and under orders to “save our ship.”
I must have finally said the correct combination of magic words. Maybe she just ran out of scripted crap. In any event, she relented, put me on hold for 3 minutes, and gave me my hard-won cancellation number.
Thank you, Vonage. Thank you for three years of quality service. Thank you for demonstrating just how desperate, vile, and ignorant your company’s leadership has become. I found it very interesting. It is clear to me that you will be out of business soon.
February 2nd, 2010 at 11:44 pm
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