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Vonage A local store was offering a $200 rebate if I signed up for a year of Vonage service.

A local store was offering a $200 rebate if I signed up for a year of Vonage service. I was already a long-term Vonage customer, so I called the ironically named Vonage customer service to ask if I could do this and simply pick up an additional year obligation. I was told no sweat, just sign up as a new account, and they could move the number to the new account later. As usual with Vonage, this person was very heavily accented, probably overseas.

I made the purchase, then called customer service to get my old number transferred and was told they had to merge the accounts. I don’t know what their system is or the difference between transfer and merge so I told her what I was doing and she said this would be the best method to end up where I wanted to be.

Didn’t check the account for awhile. When I did I saw that I’d ended up with two numbers on the same account at a higher charge. Then, I get a charge on my card for $200. A call through their voice menu hell to customer service. This CS rep said was because the accounts were merged thus the rebate wasn't usable. They'd have someone higher that could fix the problem get in touch with me within 24-48 hours.

A week later still no call, no email. I call back, go through the voice system hell, and am again assured someone who could fix the problem will get back to me within 24-48 hours. A week later, still not hearing anything, I call back and talk to Customer service, (Shari, she was very polite though powerless in a difficult situation) get told after 40 minutes on the phone that I'm screwed in spite of doing what customer service said to do all along the line, and just to make sure the burn hurts, I’ll get charged a disconnect fee if I want to leave. I asked for someone in charge’s name and address to do a snail mail, but she couldn’t give me anyone’s name. Just the corporate office street address. Wow. Not even anyone in charge, I guess. Or maybe they’re in India.

I’m out $200 plus a disconnect fee (I’m switching to anybody but Vonage) for doing what customer service said to do. No recourse, no access to anyone in charge of anything. She asked me what they could do to keep me as a customer. I can’t imagine anything, can you?

John Holley

Read The Full Thread:

Is anyone in charge?

] To be honest that situation is not anyone elses fault but your own. You got
Wafdof, if you're interested in pursuing things just one more time, try dropping
Got greedy? They were offering the rebate because of the year obligation. I called
Broken link, 404 error. I'll try again later in case the server was just down. thanks,
Sorry, I've had some server issues, it should be fixed in an hour.
Call back and ask to be connected to the Headquarters call center. see if they will
Rebates are for brand new customers only. This is determined by your address and
I'd guess you're right, since they've made it impossible to talk or correspond
All is well that ends well

wafdof posted "A local store was offering a $200 rebate if I signed up for a year of Vonage service." on 10/24/2006

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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 for details.

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