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baygins
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PostPosted: Tue Oct 24, 2006 1:59 pm    Post subject: ATA replacement request turns off existing box Reply with quote Back to top

I don't know if this has happened to other people as well, but I have had the most horrible experience with Vonage lately.
My Motorola box had been acting up lately (cannot hear other side, chopped audio, etc.) and was advised by tech support that I needed a replacement box.
So, they created an RMA number and sent me a new device (yesterday). Today I pick up the phone and to my horror I realize that there is NO dial tone. I call support again and I am told that since Vonage sent me a replacement, they (in their great wisdom) decided to de-activate the current box I have at home.
In all this, no one is telling me, before the replacement is sent, that I might have interruption in service, 911 will not be available, etc. I just cannot believe that they are really this incompetent to overlook something of this importance.
When I called support again today, the guy told me that it is normal for this type of behavior and that by the time he puts a request in and it is acted on, the new device would already be in my hands. AND HENCE, I should not bother activating the current box. I told him that it was simply unacceptable that no one warned me of the situation and that they are under legal obligation to provide me with 911 service.
He, then, went ahead and put in an "escalated ticket" to activate my current device again. He also told me that the box would be active before the end of the day.
Now my question to fellow forum members (if you have legal experience, so much better) is this: is what Vonage doing not illegal? Shouldn't a decent company let their customer know what the consequences of a returned merchandise are, given the fact that the customer will be losing his/her service?

Thank you,
--selim
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scerruti
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PostPosted: Tue Oct 24, 2006 3:01 pm    Post subject: Reply with quote Back to top

Bad business practice: yes
Illegal: probably not

In the case you described the Vonage CSR probably followed a procedure for replacing an ATA that failed. In that situation disabling the current device would have no effect on service since the current device was not functioning.

That this procedure was applied in a situation where the ATA was malfunctioning but not inoperative was probably either a mistake or an oversight. In either case I would assume that it was covered by Vonage's Terms of Service that protect them from claims arising from outages.

From a process point of view it makes sense for Vonage to deactivate your old device and activate the new one as soon as it is shipped. At that point the MAC address of the new device is known. It prevents the need for a customer who has no phone service from having to call and activate the new device in the majority of cases.

I would write a letter to Vonage explaining what happened. Ask for a credit. The real point of the letter is to allow Vonage to understand the problem caused by the current procedure so that they can either modify the procedure or retrain the CSR if better procedures exist.

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baygins
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PostPosted: Tue Oct 24, 2006 3:49 pm    Post subject: Reply with quote Back to top

My mistake for not being clear. The existing box was only having voice quality problems. So, I HAD service even with the existing box.
And customer support knew this issue, too. My real complaint here is that Vonage should not have deactivated my current box, knowing that it was still working.
Your suggestion on sending a letter to Vonage is definitely the way to go, since they can only improve by learning from their mistakes.

PS: Off topic, but I can't seem to understand why I have to answer all the "security" questions while being transferred from one department to another. If they have confirmed my identity, and my call is "already in the system", why can't they just skip that part? Smile

--selim
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Steve48
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PostPosted: Tue Oct 24, 2006 7:41 pm    Post subject: Reply with quote Back to top

Just to add my two cents worth, Vonage now allows a customer to switch service back and forth between multiple registered devices. Before they had this it made some sort of sense to switch the service as soon as a new device was sent out, so that the customer would have a working device as soon as it arrived. This no longer makes sense. They should wait until the customer has the new device and has switched service to it before de-activating the old one. What happened in this case may be an oversight- given that the old device had not actually failed- but it's likely also a matter of an obsolete procedure.

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Steve Gray
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scerruti
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PostPosted: Tue Oct 24, 2006 8:04 pm    Post subject: Reply with quote Back to top

I thought about that but I wonder if the bulk of the million Vonage customers (some who had professional installation) would be comfortable with having to go to the web site to activate the adapter.

If the old adapter is truly dead then it makes sense to send it out activated.

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Steve48
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PostPosted: Wed Oct 25, 2006 8:34 pm    Post subject: Reply with quote Back to top

Yes, if it's truly dead. And if you're sure that your support people understand the distinction.

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emac
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PostPosted: Thu Oct 26, 2006 9:50 am    Post subject: Reply with quote Back to top

that is not a Vonage policy to disable a device right away upon assigning a replacement device. The agent that you were dealing with made a mistake. If you called back up as soon as it went "dead" any T2 or higher tech could have had the engineers make the device active, or canceled the RA that would have activated the device right away, then they could have created a new RA for you and chosen to postpone the disable of the bad device
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dani_86
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PostPosted: Thu Oct 26, 2006 7:49 pm    Post subject: ATA replacement request turns off existing box Reply with quote Back to top

hi! when they create an RA ticket for a defective device on Vonage, they have 2 options, to immediately deactivate the device that you have (in case the device is completely broke) or to postpone the deactivation till the moment you receive the replacement, that would apply in your case that you just had choppy audio but the device was working. But it's true, any tier 2 or tier 3 could cancel the RA, reactivate your existing device and create the RA again in the right way.
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TDaug
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PostPosted: Wed Nov 01, 2006 12:01 pm    Post subject: Re: ATA replacement request turns off existing box Reply with quote Back to top

I am in the middle of a similar issue. My adapter (WRT54GP2/still under warranty) is supposed to be replaced due to quality issues (sometimes very loud hiss, sometimes negligible). In their RMA message to me, they state "We will replace your defective device upon receipt of the shipment", giving me the impression that I will be without service from the time I send the old one in until they get the new one to me. I called customer care and they couldn't tell me anything except "call back" because their computers were down.

Did anyone else have to wait until Vonage received the old adapter before they shipped the replacement?

How do I speak to the "T2 or higher tech" to make certain this doesn't get messed up? Just call customer service and push whatever for technical support? I used the email system for handling my current problem, and I think I am at the "T2" level with them now.
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dani_86
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PostPosted: Wed Nov 01, 2006 3:07 pm    Post subject: Reply with quote Back to top

if you want to talk to tier 2, just let them know that, if you insist they have to transfer you. And for what i know you can return the defective one when you receive the replacement. You will be charged for the new device if they dont get the defective one, and you have 20 days to ship that back from the day you received the new one. And about the ra message, would be really better if you call so they can check the "type" of order you have. Oh and if the system is down, jus hung up and call again, you'll get a different call center.
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