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Vonage So goes the Vonage ads saying how people pay to much for long distance. I've signed



So goes the Vonage ads saying how people pay to much for long distance. I've signed up for Vonage and I'm paying for service I can't use!

I signed up on July 5th, gave them my shipping adress (the physical adress to my house) and waited for my hardware to arrive. The day it was to arrive came and went and no package. I tracked it online through DHL and it was listed as REFUSED.

I made a phone call to DHL who said the package was refused by the post office. The post office? How was it refused by the post office? Well, the DHL rep went on to tell me the package was adressed to the post office and the post office was to deliver it to my house. She even gave me the shipping adress on the package which I had to look up and sure enough it was the post office adress. Now, I live in a small town and the post office doesnt even deliver mail to my house (we all have to use a PO Box) so I don't know why DHL/Vonage would expect them to deliver a DHL package to me.

I called Vonage and explained the situation and the CS req apologized for the problem and assured me it was taken care of, verified my home adress and told me I would be shipped out hardware next day air. This was a Tuesday evening so it was to late in the day for it to go out then, but I should have recieved it Thursday.

I waited at the house thursday excited to get my hardware and start using Vonage. 5 p.m. came and went and no package so once again I called Vonage to see if I could get a tracking number. The CS agent who answered this call said there was no package sent out, no notes in my file and record that I had even called. So basically I had been lied to and one of their CS agents blew me off.

No problem he assured me, he would send me out my hardware next day air, once again it was too late in the day to go out then, so it would go out Friday and I would receive it monday. So yesterday (Monday) I waited at the house and once again 5 p.m. came and went and no package.

Once again I call Vonage. Now I'm getting a little ticked. I asked the CS agent to find a tracking number for me, which they can't do so I ask to speek to a supervisor. They took my name, number, email adress and account number and I was assured that a supervisor would call me back within two hours. Well, the night came and went and no phone call.

So again this morning I called Vonage. I was told by the latest CS agent that no hardware had been shiped out since the original package that they adressed to the post office. This time however there was a note in my file saying that I have not received my hardware, but nothing more stating that they shipped me new stuff.

He offered to ship me the hardware next day air, but at this point since I have heard that twice before I'm a little skeptical that it will ever get done. So I ask to speak to a supervisor once again and this time I'm told it will be 24-48 hours before one can call me back.

So here I sit, no hardware, not being able to use the service I have paid for trying to decide if I stick to my cell or if I give them another chance. I understand sometimes stuff happens and things get lost/delayed and there are bad reps who are lazy. But this has been an ongoing things with Vonage.

My experience with them has been horrible. No answeres, no hardware, no service. This has been the worst experience I have ever had with any company.

I'm just shaking my head trying to decide if I give them another shot or just stick with the cell phone, which costs a bit more, but - I CAN ACTUALLY USE IT!!!!!

Any ideas or thoughts?



Read The Full Thread:

Paying for service I can''t use!


Once you get the hardware see if Vonage will give you credit for the time during
I would definitely request credit for the time you were not able to use service.
Just wanted to update: Vonage has offered to credit me for one month of service
well i would have called back after the 2nd attempt to make sure the package was
Keep us updated today bpbrian...
Well, it is actually showing up on my dashboard now. I was unaware that it would
Excellent...now I would call the post office and have them be on the lookout for
Do as you wish, but honestly, don't waste your time with the BBB.
My hardware showed up today, vonage is up and running and other than a bad echo everything

bpbrian posted "So goes the Vonage ads saying how people pay to much for long distance. I've signed" on 07/19/2005

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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 www.vonage.com/911 for details.

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