When your phone adaptor fails.

Posts: 4 · New Forum Member Joined: Mar 01, 2006 Posts: 4

redhatnick - You've accepted their offer for a free router, shipping, and month of service. If you were to cancel now that would be just as bad as what you perceived they were doing to you; it's only fair that you give them a second chance and demonstrate that their willingness to work with you actually does help their business.

Give them another two months and see what you think.

My own router (RT31P2) died 2 months out of a 1-year warranty; when I bought one used from another person who cancelled after 6 months they started to tell me they couldn't use the MAC address, but I think they're changing that point of view. They asked me to call toll free customer service to discuss transferring an expired MAC address to my account.

Unfortunately, my cell phone doesn't have unlimited calling and I just spent $7.50 on hold. I can handle a few bucks here and there, considering I'm saving $55/mo over BellSouth for the same services. But this on-hold for hours thing is exactly what cost Gateway Computers their entire customer base. I don't have 145 minutes at a time to sit and wait for someone's voice, so I hope they honor my request that they call me back.

Posts: 68 · Full Forum Member Joined: Feb 14, 2005 Posts: 68

I've been with Vonage.. uh.. what.. like a year now? XD I just argue with them until they replace stuff.

Usually if you push enough, they'll take care of ya Smile

Posts: 249 · Posted: Thu Mar 02, 2006 12:32 pm Post subject: Go or Not to Go

Quote:

My confidence in Vonage is now shaken, and I've already have begun the process to return to the local telco. I could call the telco and ask to cancel fairly easily, but I'm scared to think what could be the next "grey" area I fall into with Vonage.

Isn't that kinda like shooting yourself in the foot to prove the guns loaded?

Posts: 4 · New Forum Member Joined: Feb 27, 2006 Posts: 4

I was expecting my new router today to replace the now crippled RT31P2. When I called Vonage today to see what the latest was ... well, they didn't have a clue to what I was talking about. Infact, they were more interested in payment, while being oblivious to the fact that I'm unable to use my service.

Days without a working RT31P2: 6
Days spent calling Vonage: 6
Days I actually was able to get a customer service rep: 3
Days when I got a customer service rep and something was done: 0
Peak cell minutes spent on the phone on hold with Vonage: 167
Days waiting for my number to be ported from Vonage: 5
Days remaining until port is complete: 5

My confidence left in the service: none.

What do I have to do to get something done over there, let alone get thier attention?

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Some people get results by calling the business people rather than technical support. Tell them that you're about to cancel, and tell them why. That may get action.

Posts: 4 · New Forum Member Joined: Mar 01, 2006 Posts: 4

redhatnick - on your 3/1 evening post, I see:
[...] and they've opted to send me a new linksys router promptly, in two days + weekend [...]

I'm not sure when you spoke with them but if it was Wed evening, it may not ship out till Thurs at the earliest (even that's record time; I think it takes 2-3 days just to process a new order). That means 2-day guaranteed service by UPS/Fedex delivers Monday because they don't deliver on Sat (I think Sat delivery is an extra $25). The CS rep may just not have access to that info since it was a special arrangement; before writing Vonage off completely, give it till Wed. If you don't have your router by then, someone may have dropped the ball.