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Vonage ColdGin,
No offense, but I think that is a far stretch for Vonage to stake their
ColdGin,
No offense, but I think that is a far stretch for Vonage to stake their claim on and use to make their point. I'm not blaming you and I hear just how upset you are (like the rest of us). It seems as though Vonage has made a lot of "changes in policy" in the past 2 months and each change seems to have been worse for existing customer or for new ones. I've "preached" about this very thing in several posts on this board and believe I've made my point. However, it seems that this particular change is doing nothing but causing good, loyal customers to get frustrated and possibly even leave all because Vonage is not willing to pay for a $5.00 or $10.00 return shipping fee on a device that they sent that was likely bad to begin with. You mention it was changed because the former policy was being abused. With all due respect, it seems the only way this policy could have been abused is if a CS or a Tech rep allowed it to be. In other words, ultimately, it's the CS or Tech rep's responsibility to do thorough troubleshooting with the customer to determine something is wrong. Then, if the device is sent back (courtesy of Vonage) and it ends up with nothing being wrong with it, but rather just a customer trying to upgrade to the latest router for free, perhaps then Vonage should charge that particular customer for making a false claim. In other words, take care of the possible abusers out there individually, rather than making a blanket policy affecting the good, honest customers. Bad business decision and bad customer service Vonage!
ColdGin, I saw your "office cam" and I know you probably get "beat up" everyday with customers calling in. I commend you for your work and your service. Likewise, I suspect you all have some means to get feedback to senior management from customers. Perhaps you could let them know to stop being so greedy and focus instead on good customer service. Whatever they lose in pennies over time, they will more than make-up for in the long run with continuing business and new business. I think the old saying is "You have to spend money to make money". In other words, Vonage may have to eat the costs on a few things now and then, but in the long run, that's sometimes the price for providing VERY GOOD Customer Service.
Thanks for listening to my rant.
Steve48 - I completely agree!
Read The Full Thread: Vonage doesn''t pay return charges!?!
• Greetings All,
I'm a new Vonage customer whose been trying to setup vonage.
My
• Call customer service about the return shipping and ask to speak to a supervisor.
• Are they asking you to pay for it upfront, but then they'll give you a credit once
• No. I spoke with 2 customer service representatives and they both said that Vonage
• Ummm, you mean principle. :-) I agree! This is the very thing I was speaking of in
• I've hit this, too-I now have 2 broken routers that have now been replaced, and
• Update:
I did call Customer Service and spoke with a supervisor named Pranav.
• pranav solanki is who originally solved a very annoying problem I had when I first
• I personally don't agree with this either - You shouldn't get shipped a device,
• ColdGin,
Could you please point out which section in the Terms of Service
Mr_Sorento posted "ColdGin,
No offense, but I think that is a far stretch for Vonage to stake their" on 11/14/2005 |
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