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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Wed May 03, 2006 10:15 pm    Post subject: 30 Day Return Policy Reply with quote Back to top

There was a posting in this forum earlier today or yesterday that complained about not knowing there was a $39.99 cancellation fee for the service. Being the usual type customer I hadn't read all the details, but decided to go back and read them now.

It is true that for non-business plus customers the 30 Day Money Back Period starts on the day of activation (Section 3.7(a)). In Section 2.1(a) it states that in order to cancel the service you must notify Vonage in writing 10 days prior to the close of a term. So my question is whether the 30 day money back guarantee is really only 20 days? Do you have to notify Vonage of terminating with the 30 day money back period on or before day 20 of that 1st term?

There are a few other conditions you should know about the money back guarantee:

1. It is only good on your first line. Subsequent lines are not covered.

2. You must not exceed 250 minutes of usage (500 minutes for retail customers).

3. You must return all hardware in the original carton with all the accessories, manuals, and registration cards within 14 days. The packaging must include all the UPC labels.

4. You must obtain a return authorization prior to sending back any equipment.

Most of this is pretty standard. We need to be cautious of the 250 minute limit, and I'd like to know for sure about that 10 day written notification period.

I'm not ready to cancel, but I'm not saying I won't either...

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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Thu May 04, 2006 8:26 am    Post subject: Reply with quote Back to top

UPDATE!!!

I just called the Vonage sales line to ask them about the 30 day money back guarantee. The person on line did in fact confirm that their 30 day money back guarantee is really only a 20 day money back guarantee since you do have to request, in writing, cancellation of the service 10 days prior to the end of the 30 day money back period.

Just thought you should know...

-Bill

P.S. I asked if she was on a Vonage line because she kept breaking up -- choppy. She told me they do not use Vonage lines for their business. I wonder why?

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xnewuser
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Thu May 04, 2006 9:36 am    Post subject: Reply with quote Back to top

booma wrote:
I just called the Vonage sales line to ask them about the 30 day money back guarantee. The person on line did in fact confirm that their 30 day money back guarantee is really only a 20 day money back guarantee since you do have to request, in writing, cancellation of the service 10 days prior to the end of the 30 day money back period.


So where do we sent this written notice? The Holmdel, NJ address?
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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Thu May 04, 2006 11:24 am    Post subject: Reply with quote Back to top

From what I can tell, you notify them in writing through their "Contact Us" web link [Contact Us]

I'm only looking into this because I'm not yet convinced I'm willing to give up my tried and true phone service for the sake of saving $20 a month -- my average phone bill was only $40 to $60 via traditional methods. I've signed up for the unlimited plan to see what it would be like and to make calls without worrying about minutes used. So far my experience has been fair. Call quality is less than expected -- sort of like good cell phone calls (not great, but good enough). I have had some problems that I'm still trying to sort out. One is the loud and distorted sound quality apparently related to the Motorola VT2442 ATA, the other is the lack of hearing a person on the other end when they call into my Vonage number.

I activated on April 26th which gives me until May 26th (30 calendar days) for the "30 Day Money Back Period". Given that I need to notify them of cancellation 10 days in advance, I only have until May 16th -- being a belt and suspender's guy, I would want to make the decision no later than May 15th.

So in reality my trial period is April 26 to May 15 -- 19 days. If I start my trial when I got the ATA (May 1st), then my trial period is really only 14 days...two weeks. I could be on hold to customer service for that long!!!

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xnewuser
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Thu May 04, 2006 12:46 pm    Post subject: Reply with quote Back to top

My order date was April 16, which seems to be when they start counting. I reveived the device on April 20 which hasn't worked yet (faulty device, can't set a static IP). Through many lengthy calls with technical "service" finally on May 1 I was told I would get a replacement device in two days. It's not here yet, and with the 10 day notification requirement to cancell, I only have until tomorrow. Guess it's obvious what I have to do tomorrow.
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booma
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Posts: 171
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PostPosted: Thu May 04, 2006 1:09 pm    Post subject: Reply with quote Back to top

It looks as though the cancellation process starts by sending in your notice, then someone calls you. If that's the case then I'd start the cancellation process now. Maybe you'll get someone who cares to call you and you might just fix the problem. AT the very least you will have fulfilled your part of notifying them within the right amount of time...

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