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Vonage OK... Let me try to explain, because it is very simple, but, in the end, I do believe



OK... Let me try to explain, because it is very simple, but, in the end, I do believe Vonage has the responsibility here. It may a small glitch in their overall system, but a glitch nonetheless that has adversely affected me and has the potential to adversely affect others in similar situations.

The router was due at my home Friday, April 28. It was not delivered because I live in a new subdivision that, apparently, DHL cannot locate on a map. (It is rather large subdivision, of over 500 homes...) DHL did their duty and called the only telephone number they had for me, the one that Vonage supplied on the shipping order, to ask me directions. Because the telephone service was disconnected, they could not reach me for directions.

Vonage states that it lies with my old carrier; they send out the LOA (I authorize my former company to port number to Vonage) and the OLD carrier shuts off service.

I have no problem with this chain of events, or even a longer wait period.

What I have a problem with is Vonage's inability to wait for confirmation of delivery of the adaptor to the customers' home BEFORE sending that LOA to the old carrier. If the adaptor's delivery was tracked and confirmation of same sent to Vonage, the adaptor could be waiting at the customers' home for connection when the old service was shut off, thereby making it the CUSTOMER'S full responsibilty for minimizing the period between disconnect and connect.

Even if it meant waiting a few extra days for Vonage service, at the very least I wouldn't have been without telephone service for the past 4 days.

This is a valid point. Being in a new neighborhood is not an abnormal thing; there is new construction going up all over the country. If a shipper cannot locate an address, and makes an attempt to contact the deliveree but cannot reach them because phone service is disconnected, what are they to do? The ONLY reason DHL was able to reach me today is because I spent 2 hours on the phone with Vonage Saturday and virtually FORCED the representative to transfer my home number to one of my cell phones so I could take my company's calls; I'd already missed over 15 business calls by that point, thereby puttin my job at risk. DHL was able to reach me this morning for directions. Had I not BEGGED the Vonage rep to transfer my home number to my cell, I would still not be getting any calls to my home number, and on top of that, apparently I had been left messages, but am still unable to retrieve those messages because of a block Vonage has on voicemail of some sort...??? I don't even know WHAT that is.

Today I spoke with 3 people and the last person was a "Mary" in New Jersey. I simply asked her to refund my shipping charges and send a letter to me stating the reason for no telephone service that I could fax to my company as the reason for no telepnone service and why I have been unable to work for the past 4 days.
She said "We don't do that" "this is not our problem" and was rude and insensitive. She was the only person I'd spoken to who wasn't sorry for my inconvenience.

At that, I'd simply had enough. I asked for a return shipping label for the adaptor that had finally been delivered just minutes after this phone call commenced, and she said "we don't do that either" that I would be fully responsible for returning the equipment on my own.

I've run a few businesses in the past and done very well. I can safely say with all certainty that THAT is not the way to make friends and influence people when you are trying to build a business.

In the end, it is an unfortunate set of circumstances, but not completely unique and not my fault. I paid the 79.00 for the router, followed the directions and awaited the equipment. I was willing to try this company's service and give them a chance. Now, out of the gate, I have this horrible experience get nothing but people who will offer no consolation? I don't need the aggravation. There are so many other companies with which to do business, it doesn't make sense.

And as I said, I will have no problem going before a few thousand of my peers and telling them of my experience. Word of mouth is powerful stuff; why do we want people to tell others of their great experiences with us and NOT tell a soul about their horrible ones?

Thanks for asking for clarification. I hope this helps. So, in the end, this isn't a technical issue, but a customer support and service issue and I've received NONE.



Read The Full Thread:

Vonage Poor Customer Support..??


I ordered my Vonage box last week and it came in on this past Thursday (4/27/06). When
This is clearly poor support. To get someone to correct the MAC address in their
UPDATE: Finally got someone who called themselve a Supervisor on the phone
My guess is that the service call center is offshore, and that they have to put requests
I just made several calls (5 or 6) this morning for a total of over two hours on the
888‑250‑1799 Direct to human. This number is from the get human
There are a few good VoIP providers out there who have good customer service. Before
UPDATE: Call them again this morning using the "Get Human" phone number above
I still don't understand how switching a MAC address or other database type changes
Sounds like to me that someone dropped the ball when getting his order ready... (

Klouri posted "OK... Let me try to explain, because it is very simple, but, in the end, I do believe" on 05/01/2006

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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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