Almost two months after I sent my query to Vonage Customer Service asking about the activation, shipping, and termination charges, I finally got two responses. Taken together, they fall into the “heart is in the right place, but head is up their ass” category. Compare:
Dear Adam, Thank you for contacting customer care. Please forgive the delay in responding. As regards your email, no in the case of a retail activation you would not pay an activation fee. Although a termination fee is applied to all canceled lines, if you call us and explain the situation most agents will waive the fee and refund the charge. Thank you, Nik Drumm customer care agent second shift
Then, 11 hours later:
Dear Sir/Madam Thank you for contacting Customer Service. I am sorry for any delay in responding. In response to your email. If you purchase the adapter from a retail location, there would be no activation fee, disconnect fee, or shipping fee. Thank you for choosing Vonage and I do hope that I have answered your questions. Do not hesitate to contact us if you need further assistance. Tanisha Customer Service Representative
So… there is a termination fee? There isn’t one? What? Do these guys even know what they’re doing? I appreciate the snappy seven-week turn-around time on customer care, but the responses don’t give me much confidence.