I have been in US for almost 5 years now, and i think the best thing i liked here is that people are so courteous and customer service. Any issues that i ever had with any service that i bought was solved or atleast best tried to resolve. I am from India so i talk to my folks and friends very often or i can say everyday, thus i was looking for a best calling plans deal. I had already tried Airtel, Reliance and Rebtel but always looking for a better deal.
One day i saw Vonage advertisement on TV that commits unlimited calling anywhere in 60 countries. Here is the snapshot of what they say:
It does mention “Countries included for unlimited international calling”.
I was so happy to see this, that i called their customer service immediately and asked them about the $24.99/month plan. They confirmed that i can call unlimited in US,Canada, Puerto Rico and other 60 countries which included India. This was like one of the best deals ever, so i got this service immediately.
I had no problems with the call quality and i was enjoying the service, but later i got an email from Vonage saying that i was their one of the most heaviest users and exceeding over 3000 minutes a month (these mintues include non answered calls as well). I was like what does that mean, i am paying for unlimited usage. So i called them, and now because i have bought the service they don’t care, the customer service representative especially their Account Management people were so rude. They said that its in our policies and i told them that everywhere in your site it says unlimited calling to these 60 countries.
This is the best part, they said that “Sir if you look this point on our Terms of Service. It says that your calls should not exceed 3000 minutes”. I was like everywhere in your site it says unlimited and in your 10,000 lines or Terms of Service somewhere you write about 3000 minutes, who is going to read the whole Terms of Service. I called there for almost 4 days and they were rude, didn’t want to listen and asked me to pay over $120 for cancellation, however in the mail they wrote that i can cancel the service without any penalty.
I was so frustrated over this period of time as Vonage didn’t want me to make unlimited calls and also wanted more money to cancel service when they themselves email me about no penalty. After 4 days i got to talk to one of their managers who was luckily “well mannered and no rude”. I explained him whats goin on and she accepted that the policies are not clearly mentioned in the website and also they will honour the mail and cancelled my service for free. I told her that why customers should suffer because of your shitty policies and again she said “I apologize for the inconvenience you had and we really appreciate you business”. It was the happies moment after 4 days as i was free from Vonage.
My advice to everyone, don’t buy Vonage. They ask for 1 year contract and if you do that and then realise about their hidden policies, coming out will not be easy.