RottenBrains

You may recall my Vonage rant a while back. I sent them mail to clarify the situation at that time, but didn’t hear back. (In the interim, I’ve settled on Delta Three’s iconnecthere service).

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.