Is it possible to get a free/discounted router upgrade?

Posts: 67 · Posted: Tue Jul 03, 2007 5:01 pm Post subject:

No, wasn't joking. I have been enjoying my new Motorola wireless VT2542 router since the end of May. No cost except for the postage to return my 3 year old RT31P2.

Posts: 9 · New Forum Member Joined: Apr 06, 2007 Posts: 9

I was just a little curious about this topic. I've been with Vonage since August of 2003. At the time, I don't think you even had a choice in which adapter/router you got (I was fortunate enough to be part of the beta program for the RTP series of routers).

At any rate, I've had the same Cisco ATA-186 since the beginning. I'm just wondering (out-loud) how often and how many problems everyone is having with their routers and ATAs. I don't think I've ever had a problem that was related to the ATA...

Just curious...

joey

Posts: 16 · Posted: Thu Jul 12, 2007 11:38 am Post subject:

My 3 year old RT31P2 bit the dust during a storm the other day. Just the Vonage adapter part, the router still works fine. Called tech support to make sure it was really dead and after 45 minutes of attempted troubleshooting the tech declared it dead. He told me to buy a new device at retail and he would credit my account for $40. Just bought a PAP2 at Circuit City for $50, switched MAC addresses at their online registration site for existing customers and was back in business in less than 5 minutes. I have to give them a thumbs up on this one.

Posts: 448 · Posted: Thu Jul 12, 2007 1:24 pm Post subject:

From the variety of responses in this thread, it appears to completely depend on the rep you speak with, whether or not you'll have to go out of pocket. I went through 4 different reps, all of whom insisted that because I was outside the 1 year warranty, the cost of a new TA had to come out of MY pocket.

It was only when I spoke with the "retention specialist" and told him the only way to keep the account was to replace the adapter at no charge (since their competitors would give me one for free if I switched) that he finally gave in and said OK.

Maybe it was because I called over the weekend. (except for the retention rep, that dept. works Mon-Fri only) Maybe I was just unlucky to get 4 uncooperative reps, none of whom spoke English as a first language of course. But the one thing I'm sure of it that it was NOT a matter of customer attitude, because I always go out of my way to be friendly and reasonable when dealing with faceless phone reps. I know these people can just as easily say No or "accidentally" disconnect the call with complete autonomy, because I'd never know who they were or where they were, and hence could do nothing about it. So, I always take the friendly (catch more flies with honey) approach.

Posts: 10 · Vonage Forum Associate Joined: May 17, 2005 Posts: 10

I was also a loyal Vonage customer for over two years until my RTP300 developed static all the time! Vonage just kept giving me the continual run around until I just gave up with them and switched to another Voip service provider who sent me a free router that has worked just fine for the the last three months

This is the only reason I dropped Vonage. I would have it was logical to them to spend the $60 odd dollars on a free out of warranty replacement in order to retain a long time customer that would probably cost them at least that to replace?? Of course not until the call to cancel do they start throwing money at you to stay. However by that time the bad CS experience has put you past the point of no return