It’s nigh impossible to cancel your Vonage account. I want to say at the outset that I never had a problem with the Vonage service. The quality was always good and I enjoyed all of the features that they offer. With the recent hullabaloo over the guy who was trying to cancel his AOL account, I thought their customer service might have gotten the message.
However, I spent ten minutes telling the guy I just want to cancel my account. He kept trying to sell me on keeping it. He was offering me lower and lower rates, giving me reasons why I should keep it. What I really wanted him to do was to just cancel the damn account.
Add to this the frustration of my having sat on hold for 30 minutes just to talk to the guy. That 30 minutes came after spending 15 minutes telling a first person what my issue was only to be transfered and have to go through the account verification process all over again. I was getting sucked into the customer service hell that Dell has become known for all over the web recently.
I understand that companies want to hold on to customers. Why, though, when I tell them that I like their service, that I recommend it to friends, but that I need to cancel at the moment, why don’t they just do what I ask? I have been a Vonage customer for almost 18 months. It’s clear that I appreciated the service. Why alienate me at the moment of our last contact?