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Vonage Mr Sorento,
I am glad you liked my office cam! Some days are better than others
Mr Sorento,
I am glad you liked my office cam! Some days are better than others here, let's just say. And in the summer it was 92 degrees in here, the new building looks straight out of War Games or something, so that should be nice.
You are right again, the policy was abused by reps and by customers alike. It was meant to be given out in cases where a new customer got a bad device, or in cases of fraud, or in cases where the customer had exceptional difficulties (3 bad devices in a row, etc.) This is what my training was.
Customers started learning they could get a new router and some months of free service, basically by calling in and reporting the 'right' symptoms. So whether they had problems or not, when a new device came out they would call up and get one shipped, and get Vonage to pay for shipping their device back whether it was bad or not.
Then someone looked at how much we were giving out in shipping fees and credit (I believe it was over 5 figures per month) and said "Oh hellllll no."
I don't agree with it, remember I am a Vonage customer also, and was before I worked here. I don't get asked for opinions on major decisions (India call center? Yes or No? What do you guys think?)
and this was one I would have said "Yeah, give em the labels for gods sake."
It is a far stretch as far as "You own the device." Steve48 is right. If you buy something mail order, pay for shipping, and then it's broken, you shouldn't have to pay to get it back to the schmoes who sent you broken gear.
It stinks, but it's policy and the fact is its not likely to change. :x
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
ColdGin posted "Mr Sorento,
I am glad you liked my office cam! Some days are better than others" on 11/14/2005 |
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