Advice for Obtaining a Return Authorization

Posts: 2 · New Forum Member Joined: Dec 26, 2005 Posts: 2

Hello,

Long time Vonage user, first time forum poster. Up to this point, I've been incredibly happy with my Vonage service and have recommended it to several of my friends. Very Happy

My RT31P2 had an interesting meltdown 10 days ago; it nearly electrocuted me when I was asked by Customer Service to power down and reboot the router. The old router was still under warranty, and I was shipped a shiny new RTP300 as a replacement. The support tech specified that I would be charged $99 for the new router plus shipping, but that this charge would be reversed if I returned the old router within 14 days. Also, I would receive an e-mail with a Return Authorization number.

The new router is working fine, and my voice service is just as excellent as ever.

However, I have yet to receive a return authorization. I've called Vonage 3 times since the new router arrived and always reached a human being within 3 minutes (The 2 AM thing does work!), who assures me that the Return Authorization will be e-mailed in the next 1 to 2 days. As yet, though, no e-mail, hence my plea to the Vonage community. The 14 day "time limit" is approaching, and I can't really afford a $99 hit on a student's wages.

Does anyone have any advice for reaching someone who can get the ball rolling?

Thanks in advance!

Posts: 61 · Full Forum Member Joined: Dec 29, 2005 Posts: 61

Try calling the line for signing up for service. 1-800-980-1455. Get connected to a sales agent and make your plea with them. Tell them your story and ask them to connect you DIRECTLY with an agent that can expedite the return authorization AND stay on the line with you while you check your email for it.

They seem to pay attention to the order calls more than they do support calls.

Also, do you happen to have spam filtering on your email account? If so, do you have a way to check the quarantined mail for the RA message?

I hope this helps.

Posts: 15 · Vonage Forum Associate Joined: Dec 27, 2005 Posts: 15

Just keep calling and ask for the shipping department that is how I got my RMA #. I had to keep calling over and over.
Good Luck
Scott

Posts: 2 · New Forum Member Joined: Dec 26, 2005 Posts: 2

Thanks for the advice so far! Smile

I checked my spam filter, but nothing from Vonage was trapped in there (unless they're in the debt consolidation business now).

I did finally receive a message from them today as a response to a message I sent a week ago. However, all it said was "our records show you were helped out by Customer Service on the 9th."

I'll definitely try getting in contact with both the sales department and the shipping departments. I'll report my findings later!

Thanks again! Very Happy