New mom Kristen Johnson runs a business from home, which requires tons of time on long distance and the internet.
So she thought Vonage, the “voice over internet protocol” or VoIP service, would be perfect for her.
“It was the cheapest and they advertised no annual contract, reliable service, money-back guarantee so I felt really safe doing it,” she said.
But she soon starting having problems and notified the company.
“A few times the service would go out for a few hours,” she said.
After repeatedly trouble-shooting and using up her own cell phone minutes the problem was always with Vonage.
“I lost several hundred dollars because I work and I was not able to do my work,” she said.
After our involvement, the company agreed to give her some of her money back saying:
“We refunded Ms. Johnson’s termination fee as a courtesy for her troubles. Customer satisfaction is our highest priority and we are constantly looking for ways to improve,” said the statement.
Johnson responded, “There’s nothing in here that covers ‘Hey if we screw up, if our device stops working, if our service stops working, we will refund you, we will give you your money back, we’ll help you solve the problem.’ No –it was a fee upon fee and in the end I was stuck with two phones that don’t work so. “
Photo from Stock.xchng.
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