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Vonage Well over the last several weeks talking to Vonage customer service and technical
Well over the last several weeks talking to Vonage customer service and technical support, I thought that perhaps things were turning around. Unfortunately that isn't the case apparently.
I've previously documented my recent troubles with my lovable RTP300. After going from no trouble to an odd quirk with a phone port dying temporarily to having the ports constantly die, Vonage decided it was best to switch out my device with a V-Portal for free.
On Thursday evening I was told that the device would be sent to me overnight, leaving me with the impression that I would have it sometime Friday. Based on my previous experiences with Vonage sending packages overnight, I've had somebody pounding on my door with a delivery before the crack of dawn. So that would have been great if that had happened, but if it didn't then anytime Friday would have been good.
That delivery never materialized. I contacted Vonage customer service on Friday afternoon and I found that any orders for shipment placed after 3pm would not be processed until the following business day. But, rest assured, I was promised that I'd have the device by Saturday. So I'm here all day Saturday waiting and no device. I finally get an e-mail from Vonage giving me my tracking number so I follow up. The device is being sent via UPS. UPS says that the package is scheduled for "on time" delivery of the "Next Day Air" package on MONDAY DECEMBER 8.
Clearly this must be a mistake? So i call Vonage customer service at 4:15 pm. The agent on the phone agrees that this doesn't sound right, the item was clearly noted in my order for Overnight delivery, and if it was processed on Friday then I should have already had it today. She promised that she would immediately contact UPS to find out what the issue is and call me back within one hour, and send a follow-up e-mail, with an update.
That didn't happen either. Four hours later I call customer service again to find out what is happening. The agent attempted to feign some sympathy with me but insisted that there was nothing that could be done because supposedly UPS doesn't deliver on Saturdays. This is clearly a blatant lie, because not only was the order marked by UPS as "Next Day Air", you can go to UPS.com and see that there is Saturday delivery and there is also "Next Day Air Early AM", which is available on Saturday as well.
I'm told that I do have another option - I can drive 100 miles round-trip to a Best Buy and purchase a Vonage device, and hope I can get there before the store closes, in the middle of a severe winter weather advisory, and Vonage will refund me the difference once I submit my receipts to them. That would have been nice if I had been told that on THURSDAY, and could have made that drive during safer weather. Hell, I could have called Best Buy and have it express shipped to my home within two days. I could have dispatched a fleet of eight-legged gerbils to go fetch it for me.
So, wow. I thought my loyalty was starting to pay off, but after this I am having my doubts. The lack of honesty and follow-up here is starting to make me wonder if I shouldn't be looking harder at some alternatives.
Read The Full Thread: I thought customer service was getting better. It isn''t.
• I'm brand new with Vonage. They haven't even connected my incoming calls yet,
• Before you go, don't let the issues with customer service immediately turn you
• So, any suggestions on who I should be talking to within Vonage to impress upon
• So, I just got done speaking with JP, a customer care supervisor in the Philippines.
• For what it's worth, I ordered something from Amazon, on the Friday before Thanksgiving,
• Bear in mind it is the month of December......Christmas heavy delays in shipping
• If this was an issue to blame on UPS, that would be one thing, but UPS is not to blame
• Just so you know, the devices that Vonage ships out do not ship from a Vonage owned
• After talking with supervisor JP, I'm not sure that the 3rd party warehouse dropped
kamnet posted "Well over the last several weeks talking to Vonage customer service and technical" on 12/06/2008 |
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