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mtnman
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Joined: Feb 07, 2006
Posts: 3
Location: North Carolina

PostPosted: Fri Feb 10, 2006 5:52 am    Post subject: Vonage Customer Service? I’ll report the facts, you decide. Reply with quote Back to top

I purchased a Motorola Telephone Adapter Model VT1005 at Circuit City and then attempted to activate through the ‘Retail Activation’ section of the Vonage website. The activation was a failure due to the error message ‘The MAC address you entered is not a valid MAC address.’

I spent 2 hours with Vonage Customer Service trying to resolve the problem, with 50% of the time on-hold, 30% of the time being shuffled among the various departments, and the remaining 20% of the time not being able to make anybody understand the problem. No resolution on that encounter.

So I took the TA back to Circuit City and exchanged that telephone adapter for another one. The sales associate checked to be sure it would activate and it would not. He spent 30 minutes on the phone with Vonage Customer Service, with the final commitment by Vonage that someone would contact me with a resolution within 48 hours. 48 hours passed with no contact, so that is Strike One. (Actually Strike Two, but I gave them a bye on the first encounter)

In addition, I submitted the problem via email to their ‘Customer Care’ department. 48 hours passed with no contact from Vonage. Strike Two.

I submitted the problem to this Forum and a Vonage employee submitted a trouble ticket for me to register my now 3 day old telephone adapter in their data base. 48 hours has passed with no resolution from Vonage. Strike Three.

So Vonage has struck out for what seems like a fairly straightforward task of activating a telephone adapter. Besides the energy required registering what should be plug n’ play equipment, Vonage Customer Service has stymied my attempt to spend money with them as a customer.

I am returning the TA to Circuit City this morning and will go with a competitor.
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wimberle
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Joined: Jan 07, 2006
Posts: 46
Location: Tyler, Texas

PostPosted: Fri Feb 10, 2006 3:44 pm    Post subject: Reply with quote Back to top

That is a very frustrating experience for sure. I can't say as I blame you for wanting to go elsewhere. Before you do that however, maybe you would like to try some different equipment. Perhaps what you were trying was a block of MAC's that never go into the Vonage system. I bought a V-Tech 8100-2 system from Best Buy and it was the easiest thing I have ever set up. Plus, my number ported in only 10 days. A great experience.

I did have to call customer service once a few days later on a non technical matter and was frustrated with the long wait and the heavy accent I had difficulty understanding. Since then however, my system has worked great with not a single problem.

Best of luck whatever you decide to do.

Regards
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