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The devices are
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otheym
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Joined: Apr 21, 2005
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PostPosted: Wed Dec 21, 2005 9:23 pm    Post subject: Charged for New Router Reply with quote Back to top

I had the same problem. I had a defective RT31P2 which I returned and received a new rtp300. Now I find that they have charged me 99.24 for the new router. I thought that was supposed to be replaced for free especially if it is defective. Tried to get through to what they laughingly refer to as "customer service" but no luck. I realise they are having growing pains but there is no excuse for poor service. People tend to go elsewhere when that happens.
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KDWycha
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Wed Dec 21, 2005 9:33 pm    Post subject: Reply with quote Back to top

If your having so much trouble contacting customer service you may want to set your alarm clock for 2AM or 4AM and try calling.


_________________
Kevin Wycha
Vonage Subscriber Since: Jan 17, 2005
Linksys RT31P2 Router/ATA
Motorola SB5100 Cablemodem
Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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wasted38
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PostPosted: Thu Dec 22, 2005 1:27 am    Post subject: Re: Charged $99.94 for new router Reply with quote Back to top

wasted38 wrote:
Ok I have a linksys rt31p2 router. On Monday my phone service wasn't working. I emailed Vonage and got nothing till after 5pm. They said I needed to reset my router to factory defaults. Hmmm, already tried that but I'll follow their instructions anyway. I get the page that says "Settings are failed" lol. I send another email to Vonage telling them the situation and what had transpired. I get an email back yesterday saying that my router is shot and that for $99.94 I can have a new one shipped to me. Oh ok, I see. I have had Vonage for 5 months. From what I can see in the router settings that they upgraded my firmware on Sunday night and my router no longer worked after that. Very nice Vonage. Screw up my router with firmware upgrades then charge me for a new router. Very nice. Mad

[ADMIN EDIT TITLE: "hahahaha" IS TOO VAGUE]


Firmware aside, having this service for 5 months I think that maybe I should be entitled to a "free" replacement router. Oh well won't be buying that $99 router from them. Ordered a PAP2 and will be here tomorrow. I have had no problems up until this past weekend. Lets see how the next few months go. I used to work in customer service so I understand a little slowness is just par for the course. Everything gets queued. I appreciate all the responses to my thread. Maybe a lesson should be learned from all of this?
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J-Mac
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Joined: Apr 11, 2004
Posts: 43

PostPosted: Thu Dec 22, 2005 3:57 am    Post subject: Reply with quote Back to top

Yes, do watch out for the charges for the new router.

My original Motorola adapter (V1000?) started acting up after two years. I should say that the phone service started acting up - I'm still not certain that it was the adapter. Anyway the Vonage tech - either tier 2 or supervisor, I couldn't understand the first tech very well - had me power cycle several times and said he was sending out either firmware or programming. Finally he said that he needed to send me out a new router. I received it in two days, and also received a Return Authorization.

I changed out the router, made sure all was working, and then returned the old adapter via UPS with signature confirmation. I included my RA number and followed all of Vonage's return instructions.

Got charged $99.24 a month later.

I called Vonage and had to listen to a young lady repeatedly tell me that the charge was valid. It took several tellings - verrrry slowwllly - and about 45 minutes to finally get her to understand that they had my returned adapter, and that I had signature confirmation. Then the charge was quickly reversed.

But it seemed just a bit too difficult to explain to her what an RA was, etc. After I finally convinced her, she sounded much wiser than she originally let on.

After seeing a few other posts where users claim that they were charged for properly returned adapters/routers, it makes you wonder why their return and credit process is so out of whack. Every other aspect of my Vonage service has been very smooth.
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otheym
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Joined: Apr 21, 2005
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PostPosted: Thu Dec 22, 2005 4:37 am    Post subject: Charged $99.94 for new router Reply with quote Back to top

Do any of the other Voip services have a functioning customer service department? If so I want to switch. I am not a happy camper. I have sent numerous emails and all I get are the automated replies. Are there any humans who work for Vonage and are not outsourced to India who can fix this problem?
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otheym
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PostPosted: Thu Dec 22, 2005 4:49 am    Post subject: Charged $99.94 for new router Reply with quote Back to top

I called the help line at 2 in the morning and got the problem resolved.
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Trowski
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Joined: May 16, 2005
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PostPosted: Thu Dec 22, 2005 8:09 am    Post subject: Reply with quote Back to top

Just think about the vast number of adapters etc that must be coming in every day. Not that this is an excuse, as I have had 1 out of 5 returns not logged in, but there will be human error mistakes. But by all means do hold onto your tracking number and get a signature receipt. That extra $2 could be the thing that saves you that $99 charge.

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Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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Trinijoy
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Joined: Dec 22, 2005
Posts: 143

PostPosted: Thu Dec 22, 2005 8:59 am    Post subject: Re: Charged for New Router Reply with quote Back to top

otheym wrote:
I had the same problem. I had a defective RT31P2 which I returned and received a new rtp300. Now I find that they have charged me 99.24 for the new router. I thought that was supposed to be replaced for free especially if it is defective. Tried to get through to what they laughingly refer to as "customer service" but no luck. I realise they are having growing pains but there is no excuse for poor service. People tend to go elsewhere when that happens.


The reason you are charged is because we haven't inspected the device yet, once they inspeect the router you get your money back.
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Takeda
Vonage Forum Junior
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Joined: Dec 08, 2005
Posts: 39

PostPosted: Thu Dec 22, 2005 1:35 pm    Post subject: Re: Charged for New Router Reply with quote Back to top

Trinijoy wrote:
otheym wrote:
I had the same problem. I had a defective RT31P2 which I returned and received a new rtp300. Now I find that they have charged me 99.24 for the new router. I thought that was supposed to be replaced for free especially if it is defective. Tried to get through to what they laughingly refer to as "customer service" but no luck. I realise they are having growing pains but there is no excuse for poor service. People tend to go elsewhere when that happens.


The reason you are charged is because we haven't inspected the device yet, once they inspeect the router you get your money back.


There are too many people getting charged for returned defective equipment!!!!!!!
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wmalleniii
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Joined: Jul 14, 2005
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PostPosted: Thu Dec 22, 2005 2:23 pm    Post subject: Returning Defective VOIP routers Reply with quote Back to top

All,

1. Read the warranty in the back of your book. You have a 1 year warranty.
2. Make sure you have a tracking # when sending it back.
3. Comfirm it was delivered.
4. You can call customer and ask for a credit. Which I tried a couple of times to no avail.
5. Then I called my credit card company and disputed the charge. Let them handle it.......They will probably want a copy of the Shipping tracking #....Let them deal with customer service.....and you can let your blood pressure drop and get a good nights sleep.
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