Vonage loyalty

Posts: 1 · New Forum Member Joined: Feb 17, 2006 Posts: 1

I have been a Vonage customer since 2003. Today, I called asking that they upgrade the Cisco ATA186 I received when I signed up. I was told that as long as the equipment was operating that they would not provide any upgrade. I explained that I was aware of an offer First month free, No activation. I offered to pay the shippping to get the new eqipment, but Vonage repeatedly denied the request. I explained again that I could start a new service, pay no activation fee and receive the first month free. All I would need to do is pay $9.95 shipping for the new router/telephone adapter. Can anyone explain why Vonage would not accept my request? I understand the cost of customer acquisition, but what about customer retention. They will now lose the monthly fee and the cost of the new router/telephone adapter to retain me as a customer.

Posts: 3198 · Posted: Sun Feb 19, 2006 1:19 pm Post subject:

seems to be a problem with all companies. cell phones have been around how long, and just now companies are starting to offer phone upgrade programs.
you could take advantage of the new customer offer, but you would have to cancel service for at least 90 days.

Posts: 60 · Full Forum Member Joined: Jan 29, 2006 Posts: 60

You shouldn't have to cancel for 90 days. Just call CS on a week day and say you want to cancel. explain your reason, and they will either xfer you to account managment or a supervisor queue. Either one should be able to send you a new device and if not. Just sign up for a new account, then terminate the current one, and call CS to have your # transferred.

Posts: 3198 · Posted: Sun Feb 19, 2006 1:38 pm Post subject:

thanks for the update. at one point the fine print said to be considered a new customer/to take advantage of rebates and offers you couldn't have subscribed to Vonage within the past 90 days.

Posts: 1715 · Posted: Sun Feb 19, 2006 10:31 pm Post subject:

Well....if your Cisco ATA is working properly... 1) you can send it to me! That's still the best adapter Vonage has ever shipped.

Option 2) Since Vonage only replaces "working" equipment... you could um...well... I think you see what I'm getting out here. There's all sorts of problems the adapters can have... I always hate it when the power light won't light up. Wink

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

"Option 2) Since Vonage only replaces "working" equipment... you could um...well... I think you see what I'm getting out here. There's all sorts of problems the adapters can have... I always hate it when the power light won't light up."

Chainsaw

+ adapter = New adapter.