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PostPosted: Mon Jan 02, 2006 8:24 am    Post subject: Reply with quote Back to top

Oh ok gotcha. Yeah I'm a little bitter that there is only a 30 day warranty on their routers. I thought pretty much everything comes with a one year warranty at least. URG...I'm hoping that jdr can help me out. Haven't heard from him yet though...
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PostPosted: Tue Jan 03, 2006 1:27 pm    Post subject: Update Reply with quote Back to top

After 1.5 hours on hold I managed to get a lady on the phone from India. I explained to her that i had already determined that the phone portion of the router was dead and i wanted to get a new one. She insisted that we start over with the basic trouble shooting steps Rolling Eyes

So we spend another Hour power cyclint, soft resetting, restoring factory defaults, changing the ports connected to the phone, power cycling again and again and again until she tells me that " i have concluded that your rowta has gone bad and you need a replacement".


so she finally agrees with me, and says they will need to ship me another one.

ME : how long will it take for a replacement to get here?
HER: Approximately 4 days
ME : What does this process involve?
HER : We will send you a new router but you will have to pay a certain amount of money for the new router since the warranty expired.

ME: Dont all linksys routers come with a 1yr warranty. We received this in january.

HER: Your order was placed on Dec 2, 2004 and if that were the case your warranty would still be expired. All Vonage routers come with a 30 day warranty.

ME: During my initial conversation with a Vonage rep ( back in the day when you could chat live with a rep on their site) it was stated that the system had 1yr warranty. When did this change.

HER: Sir it has always been that way.

At this point i am STEAMING. Not only do i feel we were mislead initially, but now i have lost over 2 hours of PRE PAID air time on my cell phone.

ME: how much is this going to cost me?
HER : Let me check
***** 10 more minutes of the "on hold" track that repeats every 3

Her: the cost is 99.99

ME: So the cost is 99.99 plus tax, i will be without phone service for at least 4 days, and i have wasted 2.5 hours of my prepaid airtime to find this out when i told you over an hour ago what was wrong with our current router?

Her: Yes
ME: Can i just go to Be$t Buy and purchase another one? Wouldnt that be more reasonable?

HER: No, we will have to send you another.

ME: It makes no sense to me that i have to accept the one you want to send me, when i can go purchase another one seeing that is what the end result is. Please put me on hold, and confirm with your superior that Ii can not purchase a Vonage router on my own and move our number to it.

HER: Would you mind if i put you on hold?

ME: UGH!. Sure.
*** 5 minutes
Her: Sir. You can purchase a router from a retail outlet and we will do the provisioning for you.

ME: Thank you ....Click.

Note: the entire time we have been Vonage customers, we havent had to make one phone call in for billing or support related issues. We had been the "ideal" customers because we settled on a Vonage number when out port over took longer than 30 days and there was no way to determine how much longer it would take. I really feel its OBSURD that nearly 3 hours of my life were wasted (that i will never get back) on a phone call when it would have taken 5 minutes foir her to absorb the information on the steps i had already taken to determine why i was on the phone with her.

Although i ended up pretty mad, i never once raised my voice with this lady, nor did i use profanity with her. I did feel (and still do) insulted that she really didnt bother to listen to me when i recapped all of the steps i had taken initially before i decided to call, and her inisting that we go over them again and again at her pace.

This is just my experience with tech support and may not relate to yours if you need to call
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