vonage-crazy-generous-commercial

1. Look online. See that they won’t allow online cancellation.

2. Call the number listed for cancellation.

3. Navigate through recordings and end up with regular help desk.

4. Answer several security questions and confirm personal information.

5. State you want to cancel account. Answer several questions as to why, thwarting attempts to convince you not to cancel.

6. Once help desk person is convinced you want to cancel, he will connect you with an account manager.

7. Start all over, answering several security questions and confirming personal information.

8. State you want to cancel account. Answer several questions as to why, thwarting attempts to convince you not to cancel. Say no to reduced rate.

9. Say no to putting account on hold because they quickly mumble that at 6 months it will auto-restart at highest rate possible.

10. Ignore the “you’ll be sorry” tone as they cancel account.

11. End call with their promise you will get an email summarizing call. You won’t get this email.

12. Ignore email saying you owe a random amount (in my case  $4.64).

13. Read email saying you have an Outstanding Balance equal to a month of service. Don’t click on payment link. Instead, go directly to account and see it’s not true.

14. As you realize you will never get an email confirming your cancellation, commit to never go near Vonage ever again.

Note: I put this in the Marketing category because it’s yet another example of how departments that are not marketing can destroy good will and create terrible word of mouth with some misguided idea that making cancellation difficult will cause people to continue paying for something they don’t want.