Not only is Tom Keating a fellow VoIP blogger who writes about IP call technology, he's an trained engineer (B.S. In Computer Engineering) who- like your trained auto mechanic- is adept at lifting the hood up to see what the problem is.
And then fixing it.
But for reasons he explains in his post, Tom is sticking by his decision to cancel his Vonage service.
The other day he called Vonage to cancel. Easier said than done. As Tom explains, he feels customer service was reading from a script. As part of that drill, the rep, according to Tom, deflected his requests with more questions of her own.
"All in all, the Vonage agent was polite, but she did try to pull every trick in the book to get me to stay as a customer. She was clearly utilizing a script provided to her by Vonage corporate," Tom writes. "I couldn't help but be reminded of the infamous case of Vincent Ferrari, an AOL customer, who attempted to cancel his AOL service only to get a lot of flack from the AOL rep. While my case wasn't nearly as bad, usually when companies try this hard to keep you as a customer, then the company is struggling."
Readers, have any of you had similar experiences trying to cancel Vonage? Or any other VoIP service?
Full disclosure: In light of Tom's AOL reference that I have cited, I should point out that I am the lead blogger for BBHub, whose publisher is owned by AOL.