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Vonage Just thought I'd give those considering Vonage a followup to my previous post

Just thought I'd give those considering Vonage a followup to my previous post regarding non-existent delivery:

So, On 11/3 (two days after the equipment was updated to be promised) the equipment had not been delivered (and DHL's tracking still had no record of it). So, I called Vonage Customer Service and got "Courtney", who basically admitted that the item had not been shipped, and had no idea why. She said she would immediately re-ship (another) phone adapter to me, overnight at no extra charge. Well, the no extra charge was almost true (Vonage billed me $0.01), but 3 business days (5 "real" days) later, there was STILL no phone adapter and again no record of DHL ever having received one.

So, I call customer support AGAIN. This time, I get "Michael". He quickly gets a grasp on the situation (something I'm not sure the other CS folks I talked to ever had), and says "this item must be back ordered. I'll have them ship one to you as soon as they come in - should be today or tomorrow". There's no way I buy into this, so I propose giving me a refund and having me buy one of these devices from Circuit City. He thinks this is a great idea, and says the refund will "post to your account in the next 1/2 hour". More than 24 hours later, the refund has not posted!

I did go out and buy the phone adapter successfully last night - interestingly a whole new stack of rebates was added to the purchase since last week, making it cheaper from Circuit City than anywhere else. HOWEVER, this just began an evening of frustration - I needed to call CS again to make sure the device's MAC address was associated with my (now transferred) phone number. This should have been a simple process (granted, I hold a PhD in Computer Science, so my perspective may be a little out of whack). The first guy I talked to (whose name I cannot even pronounce, let alone spell) simply had no clue what I wanted - he first wanted to give me a new phone number, then wanted to initiate a phone number transfer from my current carrier (and was totally clueless when I told him "well, that'd be Vonage"), and then he finally gave up and put me on hold for someone else. After 20 minutes of being on hold, I hung up and walked around the house cursing and blowing off steam.

Next, I decided to call CS again, but decide to call what I know to be the wrong "department", hoping they'll just transfer me to someone who knows what is going on. Ironically, I get someone who is actually wiling to try and fix things (in my angry state, I forgot to write down his name). After about 1/2 hour, he manages to locate my device on the network, but cannot get the phone number working. Reluctantly (seeing as he was actually helping), I agree to let him transfer me to a tech expert. After about 20 seconds of hold, I get "Joe". This guy was GREAT. He spent an hour working with me (getting a needed firmware upgrade off the net took forever - we almost gave up and began downloading the upgrade directly when it finally got pushed through), including calling me back twice when my cellphone dropped our call. Eventually, our phone was brought up and is now running, with the correct phone number. I'm able to use our wireless router, the cordless phones we have in the house work, and I can't believe that I finally found someone at Vonage who actually helped.

Now, the next stage in this saga will be getting a refund for the device that Vonage never sent me. There's always the Better Business Beaurau for that, though.

My advice if you're thinking of switching to Vonage:

1) Do NOT ditch your present service until you have the Vonage service working. This includes not transferring your current number until you are certain your Vonage service is working flawlessly.

2) Pray like crazy you don't have to deal with Customer Service. If you do, I'd recommend intentionally choosing the wrong department to contact. They'll probably forward you to an individual who can actually fix your problem!

Ugh. I really do hope the service works well. The hassle (and having no real phone service for the past two weeks) has so far not been worth the savings over our prior carrier.

Steve B.

Read The Full Thread:

Date of Delivery?

I'm just wondering...I just signed up with Vonage on the 9th, and it posted to my
When it ships it will have a confirmation number, most likely today or tomorrow
Florida, near Pensacola
Well, without doing a zip to zip match up, I would think that you should have your
We ordered ours on the 3rd and we received it the 11th. I would guess yours may take
I was kinda wondering about that, because I have the Linksys 802.11b wireless
I'm in the same boat. I ordered mine on the 9th and it is still showing the order as
yea, my status just changed to "Complete" so I'm guessing I should get in a few days,
Mine is still processing. I ordered in the afternoon of the 9th. How about you?
I ordered on the 9th...I'm wanting to say it was really late at night...that's

henbacker posted "Just thought I'd give those considering Vonage a followup to my previous post" on 11/09/2005

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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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