2009/06/07/Vonage - Revision history

Woozle: Woozle moved page 2009-06-07 dialogue with Vonage to 2009/06/07/Vonage without leaving a redirect: reorganizing

2025-09-11T19:50:55Z

Woozle moved page 2009-06-07 dialogue with Vonage to 2009/06/07/Vonage without leaving a redirect: reorganizing

← Older revision		Revision as of 19:50, 11 September 2025
(No difference)

Woozle: /* Preface */ link back to chris.pirillo blog comment

2010-01-04T18:21:32Z

Preface: link back to chris.pirillo blog comment

← Older revision		Revision as of 18:21, 4 January 2010
Line 1:		Line 1:
	==Preface==		==Preface==
	[[category:dated]][[category:letters/business]]{{datecat\|2009-06-07}}This message was sent regarding the [[Vonage]] phone for [[vbz.net]], which I officially decided [[vbzwiki:phoneless\|doesn't need a phone]] for now at least.		[[category:dated]][[category:letters/business]]{{datecat\|2009-06-07}}This message was sent regarding the [[Vonage]] phone for [[vbz.net]], which I officially decided [[vbzwiki:phoneless\|doesn't need a phone]] for now at least.
			===notes===
			I linked to this page from a [http://chris.pirillo.com/vonage-fax/comment-page-1/#comment-737514 comment] on a discussion about difficulties getting Vonage to accept a fax message to cancel an account.

	==Dialogue==		==Dialogue==
	===to Vonage===		===to Vonage===

Woozle: /* from Vonage, 6/12 */ fixed date template invocation

2010-01-04T18:18:48Z

from Vonage, 6/12: fixed date template invocation

← Older revision		Revision as of 18:18, 4 January 2010
Line 142:		Line 142:
	I wish I hadn't had to mention the whole thing with the email domain's mailing address, because it's not something that most other people trying to cancel their accounts would be able to say -- but on the other hand, most other people would probably be using the same email address for everything, so the question wouldn't have come up.		I wish I hadn't had to mention the whole thing with the email domain's mailing address, because it's not something that most other people trying to cancel their accounts would be able to say -- but on the other hand, most other people would probably be using the same email address for everything, so the question wouldn't have come up.
	===from Vonage, 6/12===		===from Vonage, 6/12===
	{[datecat\|2009-06-12}}Dear Nick Staddon,		{{datecat\|2009-06-12}}Dear Nick Staddon,

	Per your request, your account has been disconnected. Once again, I apologize for the inconvenience this has caused you.		Per your request, your account has been disconnected. Once again, I apologize for the inconvenience this has caused you.
Line 152:		Line 152:
	: Sultan Burch		: Sultan Burch
	: Executive Response Team		: Executive Response Team

	===from Vonage===		===from Vonage===
	* Account Number: ''[redacted]''		* Account Number: ''[redacted]''

Woozle: /* from Vonage, 6/9 */ account closed

2009-06-13T11:12:55Z

from Vonage, 6/9: account closed

@@ Line 104: / Line 104: @@
 :Sultan Burch
 :Executive Response Team
-:VONAGE | 23 Main Street | Holmdel, NJ 07733
+===to Vonage, 6/10===
-:M-F 9:45am -6:15pm EST
+Why must you have a verbal confirmation? If it is a security matter, as your
-:Tel: 888-580-4020 Ext. 21996
+customer service representative stated, then please explain to me how a verbal
-:Fax: 732-231-6783
+confirmation is more secure than a written and signed request.

Woozle: /* to Vonage */ datecat for 6/8

2009-06-09T23:21:01Z

to Vonage: datecat for 6/8

← Older revision		Revision as of 23:21, 9 June 2009
Line 66:		Line 66:
	:Vonage Customer Care		:Vonage Customer Care
	===to Vonage===		===to Vonage===
	''Sent to Vonage's dispute arbitration address as given [[htyp:Vonage/TOS#Formal_Notice_of_Disputes\|here]], {{date\|2009-06-08}} 14:43''		{{datecat\|2009-06-08}}''Sent to Vonage's dispute arbitration address as given [[htyp:Vonage/TOS#Formal_Notice_of_Disputes\|here]], {{date\|2009-06-08}} 14:43''

	I seem to be having a disagreement with your customer service department about acceptable ways of terminating a business arrangement.		I seem to be having a disagreement with your customer service department about acceptable ways of terminating a business arrangement.
Line 83:		Line 83:

	Thank you,		Thank you,

	===from Vonage - automated===		===from Vonage - automated===
	Thank you for submitting your Notice of Dispute to Vonage. We apologize if you have been dissatisfied with our services thus far, but appreciate the opportunity to address your complaint. Pursuant to [[htyp:TOS#Formal_Notice_of_Disputes.\|section 14.3 of our Terms of Service]], please allow Vonage up to thirty (30) days to resolve your dispute. Your issue will be assigned to an Escalation Manager, who will respond to your complaint shortly.		Thank you for submitting your Notice of Dispute to Vonage. We apologize if you have been dissatisfied with our services thus far, but appreciate the opportunity to address your complaint. Pursuant to [[htyp:TOS#Formal_Notice_of_Disputes.\|section 14.3 of our Terms of Service]], please allow Vonage up to thirty (30) days to resolve your dispute. Your issue will be assigned to an Escalation Manager, who will respond to your complaint shortly.

Woozle: /* from Vonage - automated */ 6/9 reply

2009-06-09T23:20:24Z

from Vonage - automated: 6/9 reply

← Older revision		Revision as of 23:20, 9 June 2009
Line 89:		Line 89:

	Vonage		Vonage
			===from Vonage, 6/9===
			{{datecat\|2009-06-09}}Dear Nick Staddon,

			I understand that you have an issue that requires immediate attention. I apologize for the delays you have experienced. Your issue has been escalated to the Executive Response Team and I will personally assist you in this matter.

			I understand you are requesting to disconnect your account. I attempted to contact you today in regards to your request. For security purposes, we require verbal confirmation in order to disconnect your account. I apologize you are dissatisfied however we must have a verbal confirmation. You may give me a call at the number provided below in order to confirm disconnection.

			We look forward to your reply.


			Sincerely,

			:Sultan Burch
			:Executive Response Team
			:VONAGE \| 23 Main Street \| Holmdel, NJ 07733
			:M-F 9:45am -6:15pm EST
			:Tel: 888-580-4020 Ext. 21996
			:Fax: 732-231-6783

Woozle: tidied up section titles and indenting

2009-06-08T19:57:21Z

tidied up section titles and indenting

← Older revision		Revision as of 19:57, 8 June 2009
Line 1:		Line 1:
	~~[[category:dated]][[category:letters/business]]{{datecat\|2009-06-07}}~~
	==Preface==		==Preface==
	This message was sent regarding the [[Vonage]] phone for [[vbz.net]], which I officially decided [[vbzwiki:phoneless\|doesn't need a phone]] for now at least.		[[category:dated]][[category:letters/business]]{{datecat\|2009-06-07}}This message was sent regarding the [[Vonage]] phone for [[vbz.net]], which I officially decided [[vbzwiki:phoneless\|doesn't need a phone]] for now at least.
	==~~Message Text~~==		==Dialogue==
			===to Vonage===
	I would like to cancel my service, as I haven't been using it for many months now. Do you need the phone adapter returned, and if so to what address should I send it? Thank you!		I would like to cancel my service, as I haven't been using it for many months now. Do you need the phone adapter returned, and if so to what address should I send it? Thank you!
	==~~Response~~ from Vonage==		===from Vonage===
	Dear Nick Staddon,		Dear Nick Staddon,

Line 32:		Line 32:
	:Vonage Customer Care		:Vonage Customer Care

	==~~My Response~~==		===to Vonage===
	Thank you for your response.		Thank you for your response.

Line 42:		Line 42:

	Thank you,		Thank you,
	==from Vonage==		===from Vonage===
	Dear Nick Staddon,		Dear Nick Staddon,

Line 65:		Line 65:
	:Sunil		:Sunil
	:Vonage Customer Care		:Vonage Customer Care
	==to Vonage==		===to Vonage===
	''Sent to Vonage's dispute arbitration address as given [[htyp:Vonage/TOS#Formal_Notice_of_Disputes\|here]], 2009-06-08 14:43''		''Sent to Vonage's dispute arbitration address as given [[htyp:Vonage/TOS#Formal_Notice_of_Disputes\|here]], {{date\|2009-06-08}} 14:43''

	I seem to be having a disagreement with your customer service department about acceptable ways of terminating a business arrangement.		I seem to be having a disagreement with your customer service department about acceptable ways of terminating a business arrangement.
Line 83:		Line 83:

	Thank you,		Thank you,
	==~~automated response~~ from Vonage==		===from Vonage - automated===
	Thank you for submitting your Notice of Dispute to Vonage. We apologize if you have been dissatisfied with our services thus far, but appreciate the opportunity to address your complaint. Pursuant to [[htyp:TOS#Formal_Notice_of_Disputes.\|section 14.3 of our Terms of Service]], please allow Vonage up to thirty (30) days to resolve your dispute. Your issue will be assigned to an Escalation Manager, who will respond to your complaint shortly.		Thank you for submitting your Notice of Dispute to Vonage. We apologize if you have been dissatisfied with our services thus far, but appreciate the opportunity to address your complaint. Pursuant to [[htyp:TOS#Formal_Notice_of_Disputes.\|section 14.3 of our Terms of Service]], please allow Vonage up to thirty (30) days to resolve your dispute. Your issue will be assigned to an Escalation Manager, who will respond to your complaint shortly.

Woozle: moved 2009-06-07 webmail to Vonage to 2009-06-07 dialogue with Vonage: it's now a dialogue, not just a webmail

2009-06-08T19:53:33Z

moved 2009-06-07 webmail to Vonage to 2009-06-07 dialogue with Vonage: it's now a dialogue, not just a webmail

← Older revision		Revision as of 19:53, 8 June 2009
(No difference)

Woozle: /* to Vonage */ vonage automated response

2009-06-08T19:53:00Z

to Vonage: vonage automated response

← Older revision		Revision as of 19:53, 8 June 2009
Line 83:		Line 83:

	Thank you,		Thank you,
			==automated response from Vonage==
			Thank you for submitting your Notice of Dispute to Vonage. We apologize if you have been dissatisfied with our services thus far, but appreciate the opportunity to address your complaint. Pursuant to [[htyp:TOS#Formal_Notice_of_Disputes.\|section 14.3 of our Terms of Service]], please allow Vonage up to thirty (30) days to resolve your dispute. Your issue will be assigned to an Escalation Manager, who will respond to your complaint shortly.

			With Regards,

			Vonage

Woozle: /* from Vonage */ latest message to Vonage, 6/8

2009-06-08T18:43:56Z

from Vonage: latest message to Vonage, 6/8

← Older revision		Revision as of 18:43, 8 June 2009
Line 65:		Line 65:
	:Sunil		:Sunil
	:Vonage Customer Care		:Vonage Customer Care
			==to Vonage==
			''Sent to Vonage's dispute arbitration address as given [[htyp:Vonage/TOS#Formal_Notice_of_Disputes\|here]], 2009-06-08 14:43''

			I seem to be having a disagreement with your customer service department about acceptable ways of terminating a business arrangement.

			I wish to cancel one of my accounts with Vonage (account #''[redacted]''), but so far your customer service department has refused to do so, insisting that I must call them.

			I do see in the [[htyp:Vonage/TOS\|Vonage Terms of Service]] where you require that termination must be made via phone call, but it seems to me that you are legally required to accept a notice of termination in writing -- especially since I apparently do not need to return any equipment (according to your representative).

			In any case, whether or not you can make a legal case that I cannot terminate in writing, it seems to me that enforcing this requirement would be very bad customer relations. One of Vonage's main selling points is that it gives the customer far more control over their phone service. Indeed, this fact figured heavily in our decision to switch both of our Verizon landlines to Vonage (under a different account, which we do not need to terminate at this time).

			Preventing the customer from exercising the ultimate control over their service -- i.e. cancellation -- belies and undercuts much of the promise of that flexibility, and presents future potential customers with the fear of being "sucked in" to an arrangement from which it may be very difficult to escape (nobody likes dealing with phone trees or waiting on hold), in much the same way that Verizon makes it difficult for their customers to escape by taking away certain elements of control over their account.

			If you want to be more like Verizon, that's your decision as a company -- but I will be rather less enthusiastic about continuing to endorse Vonage if that turns out to be the case.

			Please let me know whether this email is acceptable as a substitute for a mailed termination; if not, I will be happy to mail a signed termination letter via the post office.

			Thank you,