this morning was the first weekday of my FULL WEEK OFF!! that's right, i'm on spring break, and despite the fact that i have really quite a bit of work to do, i'm determined to enjoy it if possible.
my mission was put on hold as i attempted to call vonage to cancel our phone service. we used vonage out in new jersey, and it was just fine...not too expensive, worked pretty consistently, etc. when we decided to move into the city, however, we discovered we could get a land line for the same price from the company providing us with cable and internet. being a fan of paying as few bills as possible, this seemed like a no-brainer.
and so, shortly before we moved, i called vonage in what i will refer to as Call 1. after pressing a few buttons i talked to a sympathetic gentleman, and after only a few minutes of confirming my name, billing address, phone number, pin number, etc., he launched into his diatribe of "well we can offer you this deal" and "you know vonage has the best blah blah blah." after i convinced him that we were already at the cheapest level of service, and were quite sure we wanted to cancel, i then told him i wanted to cancel three days later, which he informed me was impossible: once they cancel, it's a final cancellation and you can't schedule a cancellation in advance. not wanting to be without phone service for the next few days (cell service in our apartment was mysteriously spotty), i decided to wait.
a few days after the move, perhaps a week after Call 1, i made Call 2. i got halfway through the a second person's discussion of vonage's myriad billing options and enticing qualities, when my cell phone cut out. wanting, at this point, to simply be done with it, i made Call 3. Call 3 was the most successful call, in that i got a very nice operator who seemed to take me at my word when i told her i had just gotten cut off from someone else who was ready to cancel my account, that i was sure i wanted to cancel, and that she should just go ahead. she got ready to cancel my account, but when she finally got to the last screen, noted that it was three weeks before a full year had passed since i started the service, and so i would be charged a cancellation fee of $42 for cancelling before then. given that i only pay vonage $19 a month, i decided to wait the extra three weeks.
and that brings us to this morning, when i made Call 4. for some reason, vonage decided that it would remove any direct links to general customer service from its main customer service number (hmmm...), and so i was ultimately forced to press 1 to identify myself as someone with internet service, after several fruitless attempts to press zero. this lead me to Operator 1, who was polite, took my information, asked me why i wanted to cancel, and when i had explained, transferred me to customer service. after a good 5 minutes on hold, i got to Operator 2, who asked me all my information and why i wanted to cancel. after i told him, he said he would transfer me to management at corporate headquarters. when i asked why i had been transferred to him when i had told Operator 1 i wanted to cancel, he explained that corporate does all cancellations. feeling that arguing the point would get me nowhere, i agreed. then i sat on hold for 10 minutes. when i finally got to Operator 3, i told her my name and number and address and PIN for the third time this call. she asked, surprisingly, why i wanted to cancel. i tried to explain that i had gone through this twice and that i really, really just wanted to cancel my service. she snapped at me that since she was the one who was actually going to cancel the service, now she was asking the questions. that explained everything. she literally would not cancel my service until i had admitted why i wanted to cancel and told her there was absolutely nothing vonage could do to get me to stay with them. i may have also mentioned that after my experience trying to cancel, i would never consider going back to the service, even though i had been reasonably happy with the way my phone actually worked. she finally, begrudgingly, cancelled, and i hung up, at which point the counter on my cell phone read 21:35.
i don't understand! i thought when that guy taped his aol cancellation call a few year's ago (remember? the one that took forever even though he repeatedly begged to have the service cancelled) everyone sort of agreed that this was not the way to run a business or to hold on to customers. i also cancelled cable and utilities, and both companies not only made it very easy for me to cancel, but recognized that people move and change services. it's not generally a personal affront. not to mention that making it harder to cancel will not generally stop people from cancelling. i mean is that just me? doesn't being put through the ringer generally make you hate a company and want to stop paying them immediately? why can't there just be a button on your online account?
so, thanks blog, that was very cleansing. the ultimate message here is beware of vonage.