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rjh3
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PostPosted: Wed Jan 31, 2007 11:31 am    Post subject: Ridiculous Mess Reply with quote Back to top

Well, it is safe to say that Vonage is never going to win any JDPower awards. What a group of dolts they have assembled at their customer service departments. Four days before Christmas, my reconditioned RTP-300 died; no lights, no power, nada. I called Vonage and they assured me that they would send a new unit within two business days. So, I waited…, waited…, waited…, and waited. On business day number six, I received an email saying that my order had been shipped via DHL and Vonage was even nice enough to send a tracking number. Unfortunately, the tracking number they provided was non-existent in the DHL system. I had now gone 10 days without a home phone, racked up $40 worth of over-charges on my cell phone due to the holidays and still, no router.

Next, I had the distinct pleasure of wasting another $10 talking to customer service personnel. I spoke with five different people who all spoke English as if they had learned it from watching Bugs-Bunny cartoons. Of course, each person I was transferred to required the same six pieces of information that I had given to the previous person. Finally, I got everything sorted out and was told that it was a mix-up at Vonage, my order had never actually been entered in the system but they would ship the new router the next business day. Two business days later, I got an email with an actual tracking number and received the unit two days after that. Fifteen total days with no home phone.

After I setup the new (refurbished again) router, I called Vonage to see what could be done about my 15 days of no phone. I was told that I would be credited .83 a day for all of my troubles. I told the woman I was speaking to that this was unacceptable and I would need to speak to a manager. After two more transfers, I was finally able to speak to a manager. I explained the situation, what I expected and was told that the best they could do was credit me a month. Fine, $50 worth of overages, no phone for 15 days over the holiday season, I will wash my hands over the entire matter.

It should’ve ended there. Nope. I was credited one month on my bill and three days later, invoiced for 15 days worth of service. I called and was told that my credit was too much and they deducted 15 days for a net credit of $11. Eleven dollars is what they credited me for all the bs they put me through. I was not amused and was informed that a manager would call me that day in the next few hours. Did I get a callback? Nope. Next, they invoiced my account $70 for the refurbished router. I called and asked why I was being debited $70 and was informed that they had not received the defective unit. I explained that I had no information regarding where to ship the defective unit, how to ship it, or how I was to be reimbursed for the shipment. The woman I spoke with stated that an RMA had been issued with my original order (which never existed at Vonage). I explained that as well, but from her tone and repetitive statements, I am certain she suffered from some sort of dementia. I finally got sick of talking with idiots, got all the relevant information and sent the defective router back. I received an email saying that Vonage had received the unit four days ago, but as of yet there has been no credit to my bank account.

As if this wasn’t enough indignation, the new router (refurb) will not pass caller ID to the phones. I have reset, uninstalled, reinstalled, switched phones, unplugged phones, units, blah blah blah. I fear that if I had to speak to one more moronic imbecile at Vonage over this entire dilemma, I may snap and well…. Who knows?

Long and the short of it- this is the worst customer serviced based operation I have ever had the displeasure of doing business with. The people are rude, deceptive, repetitive, and well, stupid to be blunt. I am going to drop Vonage and switch to a local cable-providers phone service as that I am utterly and completely disgusted that a company would conduct business in such a manner.
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roscopco
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Joined: Nov 08, 2006
Posts: 1326

PostPosted: Wed Jan 31, 2007 1:59 pm    Post subject: should have bought one Reply with quote Back to top

It might have been easier to have gone out and bought one of the Vonage adapters in the store.

Vonage, like any other service is not responsible for you having to pay extra on your cell phone. If you had a land line and for some reason the phone service was interrupted you are SOL. I do believe Vonage is responsible for a credit for the days that you were without Vonage service.

Always when dealing with any customer service, get a tracking number.
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rjh3
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PostPosted: Wed Jan 31, 2007 2:38 pm    Post subject: Yeah, right.... Reply with quote Back to top

You fail to see the point. Go out and buy one? That is absurd. That would be like if you had a car under warranty and the engine died, the customer purchasing a new engine on his own. And FYI, I asked if I could go purchase one at BestBuy due to the holiday season and Vonage would reimburse and the answer was no.

As for land line.. I've had a land line for 20+ years and I'm here to tell you, during that time cummulatively, I've not had 15 total days of outage. Vonage Customer Service does not provide tracking numbers independently, they are "assigned automatically when the order is placed" to quote the customer service agent.

Nice try tho-
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roscopco
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Posts: 1326

PostPosted: Wed Jan 31, 2007 3:07 pm    Post subject: buy and return Reply with quote Back to top

What I failed to say was you could have bought a device and once you got yours from Vonage, you could have returned it to the store, unethical maybe, but you would have had phone service.

When I have talked to customer service I had been given a reference number, so if I had to call back they knew what I was referring to.

Why are you buying refurbished goods in the first place? When I signed up with Vonage I got a Motorola device worth about $140 at no charge.
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rjh3
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PostPosted: Wed Jan 31, 2007 5:21 pm    Post subject: That's the issue... Reply with quote Back to top

I suppose that was an option, but I think just about all electronics are once it is opened, you bought it- exchanges only; that would have been pointless.

I have no idea why Vonage is sending me refurbished units. I guess to save the bottom line. That is my entire issue- they have handled this entire situation like I would expect a pawn shop to operate.
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