Dear Vonage

Approximately 3 1/2 months ago, I received an automated e-mail message from Vonage stating that my adapter did not respond correctly to an automated software upgrade. I checked and discovered I had no dialtone. The instructions told me to try to reset my adapter, and if unsuccesful, reply to the e-mail and a replacement would be sent "immediately" along with a one month credit on my next billing statement.

After 6 days went by with no dial tone, no replacement adapter showing up in the mail, and no confirmation that my reply was even received, I called. What I found out was that nothing was happening at Vonage regarding my problem. The person I spoke to said that there was no indication on my records that a replacement adapter was being sent, or that one was needed.

The representative was very polite and worked with me over the phone to try to correct the problem. Resetting the adapter once more had no effect, so finally he tried switching the service to the second line on my Linksys adapter. That worked, in fact, line quality improved slightly over what I had before. I mentioned the one month credit promised, and he said it would appear on my next billing statemtent.

When the next statement appeared, no credit was there. Surprise surprise.

I again called and this time, another polite Vonage person was able to apply the credit immediately, which appeared on the subsequent billing statement.

Now, all of three months later, I get an e-mail from "Vonage Management" indicating that your records show that no replacement adapter was ever sent, and asking if I still need one. The e-mail also directed me to call the Technical Staff at "the following number." No number followed, suggesting that maybe you didn't really want me to call.

This clearly indicates that for a communication company, your internal communications are in near total disarray. Your follow-up systems are woefully inadequate as well.

Because my VOIP phone is working fine now and I don't wish to change my number at this time, I will continue the service. However, as a technology writer, I certainly cannot recommend Vonage to any of my readers.

If you attribute these problems to the rapid growth of Vonage, I don't buy it. Come on guys, your folks sent me a follow-up 3 months after a service call number was assigned.

A well-managed company will anticipate needs before they overwhelm current systems. Vonage is certainly not there yet.

Regards,
John Woolington