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Robertsax Posted:
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Salt Lake City: impressions after several months
Salt Lake City: impressions after several months



Review: My First Day With Vonage, Excellent!
Review: My First Day With Vonage, Excellent!



Great Price, No Complaints
Great Price, No Complaints



You need some common sense.
You need some common sense.



Vonage Customer Review: One month with Vonage, and...
Vonage Customer Review: One month with Vonage, and...




Vonage Reviews

Vonage 1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the



1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the router to use your service. This was confirmed by McKinsey in your Transfer Dept., Phone ID # 22789. She called the number and received a Vonage voicemail box. I also have been receiving Vonage emails telling me their is voicemail in a voicemail box somewhere.
2) I did not receive the router until Saturday, January 7, five days after you turned my service off with Qwest and ported the number. Why would you port the number before you give me a way to acces my Vonage service?
3) The router arrived inoperable - would not turn on. Tried it in a number of working outlets where other appliances worked fine. How hard is it to test hardware before you send it out?
4) Was told by your India call center that I would get another router next week. No apology, no empathy for the situation, no acknowledgement of the trouble it has caused us to be without phone service for five days, simple - "You'll get a replacement router next week." How can this be considered even reasonable customer service?
5) They finally told me it would Wednesday of next week before I got the replacement router. I had to talk to three different people before I got someone to agree to ship it for arrival on Monday (I have no confidence this will actually happen - I get the feeling I was just being appeased). Why wouldn't someone offer over-nite service to begin with when you've already caused me so much trouble as a brand new customer?
6) I received an email telling me to return the broken router on my own shipping dollar. You've got to be kidding!! I shouldn't even have to leave my house to do this (you should have UPS or DHL pick it up here), let alone have to pay to return the defective device!!
7) We haven't been able to receive an incoming call since 1/2/06. Qwest and Vonage have both confirmed Vonage ported the number too early (Qwest still has us as a customer through Monday of next week). Your system even today does not show the number as ported, but I have had three different Vonage employees (and two Qwest employees) call the number and they all agree it is going directly to a Vonage voicemail box. My wife has her business in the home - how much busines has she lost in the last week? What other critical calls have not come to us during that time?
8) According to McKinsey, Phone ID 22789 in your Transfer Dept. in New Jersey, the Vonage system still shows 303-470-1662 as not having been ported (even though it goes directly to a Vonage mailbox - how is that possible??). Since the system still shows this as not having been ported, I requested that McKinsey submit a "stop-order" to void the transfer so I could restore my existing service while we sort this out. She put me on hold over an hour ago to do the "stop-order" and provide a stop-order confirmation #, and I am still on hold 2 hour and 25 minutes into the call (6:04PM MT - I have a call-time on the phone). Why would she put me on hold for over an hour and not come back on the line? Is she trying to get me to hang up so she doesn't have to complete the stop-order? What kind of customer service is this?
9) Is this how you treat new customers?



Read The Full Thread:

Not one apology for incredibly bad service



cblakeman posted "1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the" on 01/08/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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