We Care – for the Next Five Days

My Vonage phone crapped out on me again a week or so ago. Had a nice chat with Ezekiel the customer service rep, who troubleshot the problem and determined it was a faulty power adapter (for the second time in six months). He said they would send a replacement “in a few days.” Two days later I received an email asking me to fill out a survey about the experience: “Your feedback … would be extremely helpful in improving the process and providing valuable feedback.”

Well, I wasn’t going to complete a survey until I received the replacement part and made sure it worked. It arrived earlier this week, and the phone is functional again. Cleaning out my inbox today, I came across the survey and decided to click on the link to fill it out – and give Vonage high marks. “We’re sorry,” the web page read, “our records indicate your survey has expired.”

Another lesson in superficial customer care.

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