Device ordered 2x's, none shipped, no help from CSR's

Posts: 1

Summary:

* New account opened and device order placed w/ overnight shipping. Account is set up but device never shipped (verified with shipper).
* Order # 2 placed (overnight requested, 2 day entered by CSR) - device still has not shipped (verified with shipper).
* Numerous calls and emails and still no resolution

Hello,

I've been a Vonage customer for several years. I've never had a single issue with vonage...until I started a NEW account for my mother. Since then it has been a nightmare of poor customer service, empty promises, blatant lies, etc.

My mother moved to a new home in a new state ~ through no fault of her own her phone service was not active. Not a problem says I ~ we'll get you set up with Vonage instead. On 5/7 I called Vonage customer service to see where I could find the nearest store selling the retail kits. The sales person assured me the best route would be to place the order online ~ that way I could avoid the set up fee, get a month free, etc. I was offered overnight shipping for $19.95 and was assured by the CSR the order would be shipped Monday 5/8, arriving Tuesday 5/9. As I was going to be in town for a couple of days (I actually live 420 miles north of where my mother moved) I was fine with this idea...she could use my cell phone while I was down there.

By the time I left Tuesday afternoon the device had not arrived. I called Vonage and spoke with a CSR (it took two tries to get someone who's English was clear enough for me to understand). Per the CSR the device was shipped and it should arrive later that evening or the following day. He could not give me a tracking number as the system was 'slow'. I tried the 'track your oder' link on the Vonage website ~ which directed me to the DHL website. DHL had no record of my order...or any order from Vonage being shipped to my mother's zip code for that matter. I followed up Wednesday when the device never arrived. Thursday, still no device. I spent over an hour and 35 minutes speaking to reps. On 5/10 (Wednesday) I spoke with a woman who placed another order for a device. That order still has not arrived as of 5/12 and it is still showing processing. I almost died when she suggested I go to a store and pick up a retail kit (this after explaining the entire story...including the fact I was 420 miles away from my mother at this point). I did verfiy the devices were in stock...the csrs could not offer any reason as to why they weren't shipping (all necessary charges already went through on my credit card).

As it stands I have two orders for devices, no device shipped as of yet. I've received credit toward my shipping...but that does not solve the problem of my mother being in the middle of NoWhere without a phone.

What other recourse do I have? If I purchase a retail kit for my mother and ship it at my own expense will I have to pay a set up fee (she already has an active account...just no device with which to utilize the service)? Will I still be eligible for the rebate for the device if the account was set up PRIOR to the purchase?

update: I received a response from Vonage customer service that completely ignored the details of my complaint. The CSR cites the 2nd order, apparently thinking this is the solution I am looking for (even though I mentioned this order in my emails). No tracking number is provided for either order despite my requests. DHL still has no record of a shipment originating from Vonage going to this zip code. No device has been received.

On 5/12/06, Vonage DigitalVoice Customer Care <customercare@vonage.com> wrote:
> xxxx xxxx
> xxxxxxxxx
> 1 xxx xxx xxxx
> xxxx@xxx.xxx
>
> Dear xxxx xxxx,
> Thank you for contacting customer care.
> In response to your email, I am sorry for the delay in our
> response.
>
> A new order has been provisioned as May 11, 2006.
> Delivery Method: DHL 2-Day (shipment originated in US)
>
> Order Number: xxxxxxxx
>
> May 11, 2006 Processing order VT1005RB Device
>
> Shipping and Handling has been credited to the account in the amount
> (19.95). We sincerely apologize for any inconvenience this may cause.
>
> Thank you for considering Vonage for all your communication
> needs and I do hope that I have answered your questions. Do
> not hesitate to contact us if you need further assistance.
> Vonage Customer Care
> 1-VONAGE-HELP
> 1-866-243-4357
>
> Isaiah
> ADV SERVICE
> Tier2 Technical Support
>

Posts: 152 · Posted: Sun May 14, 2006 1:07 am Post subject:

Yes, their shipping track record leaves a lot to be desired. Suggestion: buy your device from a local retailer and avoid the lost/non/delayed/non-existant shipping from Vonage. Right now my local Circuit City has the Linksys device for $50 (and a $90 rebate) or a Motorola for $80 (and $100 in rebates). Good luck,

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

That's nothing, they've charged me numerous times before for exchanging "the device" hehe. If you ever have to do an exchange, make sure to call in once you're sure they've gotten it and make sure that they note this in your account or otherwise they'll bill you for it.

That's not to say Vonage is bad, the service rawks, the billing leaves something to be desired.

Posts: 193 · Vonage Forum Master Joined: Feb 28, 2005 Posts: 193

Go for the jugguler, ERT, Executive Response Team. I don't know the number but i'm sure some can post it here. Going retail now can be done now but may pose problems, $$.

Edit: You may be having problems with DHL because it's the W/E.