I am writing this complaint in the hopes that others will read this and decide against purchasing Vonage. I am not new to VoIP, I have used AT&T Call Vantage for over a year and have been fairly happy. I decided to give Vonage a try because they offered a local number (I had moved since getting AT&T and they don't offer a local number where I am now) and they were a few dollars less a month. During my initial call I told the operator that I wanted a local number to which he told me that any 302 area code number was local. This is not true, calling from county to county is a local long distance call. The operator gave me a number that is two counties away and would cost evan more for my neighbor to call me than my current number. I called back and after trying to explain what I should have gotten I was told that I had to pay $10.00 to get a new number and if I wanted a credit he would transfer me to billing. I declined the credit and just wanted to hurry the process. During my initial call I also opted for the two day shipping which is the major complaint I have with Vonage.

After placing my order and changing the number I waited for my package to arrive so I could get things set up and cancel my current service. After the third day I called and was put on hold for over 20
minutes and then another 30 minutes to explain what my issue was I was transfered. When the woman answered the phone in an American accent and easily understood what I was saying she informed me that there was a shortage of the router I had ordered and she had "just" received an email about it. She told me that I could either wait or change to a different router. I choose to change and I was told to
expect the package on Wed. March 15. I had placed my order on the eighth with 2 day shipping and was now being told that it would be seven days total and I am getting a less expensive router. The
cheaper router was fine because it matches my two current Linksys routers and would stack with them. After no brown box on Wed. and none by 6pm on thursday I called again. I was put on hold for 15 minutes and had to hang up due to family needs. I called back after I took care of things here and had time and was quickly put in touch with an operator which after explaining my concerns transfered me to shipping to find out what the problem was. After sitting on hold for 10 minutes the call was disconnected. This was the final straw.

I called back and worked my way thru the automated menus to the cancel service menu which then told me to hold for an operator. I was mad so I put the phone on speaker and set it down to wait. Twenty minutes latter the man picked up and asked for the account number and then why I wanted to cancel. After my explanation he said O.K. and that he would cancel the order and refund me my money. I was shocked not to here a plea for me to continue with them, most companies don't like loosing business. I received an email notifying me of the refund and that my order was cancelled.

I was not looking for anything free or to get a perk or something for staying because I had already made up my mind that I wanted no part of Vonage. I was still shocked at the arrogance of the company not to care about keeping customers. After all happy customers make a company more money than unhappy customers.

Please think twice about choosing Vonage. They are not the only VoIP company out there.