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

Posts: 6 · New Forum Member Joined: Jun 18, 2006 Posts: 6

Hey. I've been starting to have trouble with the original Linksys router that I got when I signed up for Vonage and was curious if anybody knows if Vonage would allow for a router upgrade because I've seen they have newer routers available on the website.

Any help would be appreciated. Thanks!

Posts: 35 · Vonage Forum Junior Joined: May 27, 2007 Posts: 35

If your Vonage supplied device is still under warranty, Vonage will replace it for free (of course after troubleshooting and finding out that it is not working well anymore).

If the device is outside the warranty period (1 year), you have to replace the device yourself. You can get one from one of their retail partners: Best Buy, Radio shack, circuit city, walter mart, etc.

Once you have the device, you can either call Vonage to register it or you can do it yourself thru their website. Click on "BOUGHT Vonage AT A STORE - Activate your device now".

You can also get the device straight from Vonage but you would have to pay for the shipping.

Posts: 448 · Posted: Sun Jun 24, 2007 7:45 pm Post subject:

Call up and say you want to cancel your account. Somewhere in the discussion, drop a hint that you would be willing to keep the service if they replaced the adapter.

That's what I did when mine went bad. I pointed out that both AT&T and Verizon have Voip services, both are the same price as Vonage, and both are willing to send me the adapter for free.

Vonage wanted to charge me $79.99 + $9.99 for a new adapter. I told them I was not willing to spend $90 for the "privilege" of remaining their customer, when the other guys give it away for free.

Told them I didn't care who my phone service was with-- whoever gives me a free adapter gets my business.

It worked... new adapter arrived 7 days later, free of charge.

Vonage is so dumb when it comes to adapter issues. They spend millions acquiring new customers, then leave their loyal, long-term customers out in the cold when their adapter is out of warranty. Stupid, stupid, stupid. Rule #1 is take good care of your existing customers, because it's cheaper to retain a good long-term customer (who has shown longevity and loyalty) than to acquire a new one.

Posts: 433 · Posted: Mon Jun 25, 2007 11:25 am Post subject:

rebus wrote:

Vonage is so dumb when it comes to adapter issues. They spend millions acquiring new customers, then leave their loyal, long-term customers out in the cold when their adapter is out of warranty. Stupid, stupid, stupid. Rule #1 is take good care of your existing customers, because it's cheaper to retain a good long-term customer (who has shown longevity and loyalty) than to acquire a new one.

I agree with you 100% but unfortunately Vonage is just following suit. I would like to know when so many companies started forgetting about their long term subscribers? Think about how many other companies do this. Cell phone, cable, satellite and ISPs in my experience. They all offer great deals to get new customers but they almost never offer any great deals to existing ones. Could you imagine your cable co. calling you up and giving you half price cable for 6 months because you have been a good customer for a year? They do it regularly to get new customers but that will never happen for an existing one. I'm with you Rebus, it's time that these companies start taking care of, and start providing some occasional discounts and promotions, for existing customers.

Posts: 448 · Posted: Mon Jun 25, 2007 12:09 pm Post subject:

If you want to know why anything is the way it is, follow the money trail.

Most people are too busy (or too lazy) to stand up and be counted when they feel they're being taken advantage of. Consider that Vonage is spamming our Refer-A-Friend contacts, using our names claiming we asked them to do it, even though it was completely without our permission. http://www.vonage-forum.com/ftopic19960.html

One user said it's not worth changing services since it will cost money. (even though the bottom line cost is about $15 out of pocket) That's typical of most people these days, but for me, it's a matter of principle. Big companies are like children in a way-- they keep pushing the envelope, getting bolder and bolder, until someone stands up and brings a lawsuit as a way of spanking them for bad behavior.

Companies know they can maintain the status quo. The few users who scream about being ripped off are minimal compared to the number that will stay, and that's what companies count on. They rely on the fact nobody will "do anything about it" and will just keep paying their bills like good little sheep.

Posts: 33 · Vonage Forum Junior Joined: Mar 30, 2005 Posts: 33

Large corporations treat customers bad because they can........ In the long run they know losing one or two customers means nothing in the long run to them......... It is all about the bottom line: PROFIT MARGIN.....
Vonages customer service recently lied to me repeatedly and treated me like crap over and over......... I will leave the details for the rant I am about to post in a new topic........

Posts: 67

lgloeckner wrote:

Hey. I've been starting to have trouble with the original Linksys router that I got when I signed up for Vonage and was curious if anybody knows if Vonage would allow for a router upgrade because I've seen they have newer routers available on the website.

From recent personal experience, yes.

Call and request to speak to account management. The first person you talk to will tell you that they can only replace your Linksys with a refurb type same unit. Be persistent but congenial and they will take care of you and send you a free replacement router. Check out what's available first and insist that's what you want for a replacement.

Posts: 102 · Posted: Thu Jun 28, 2007 9:35 am Post subject:

so thats the trick then, reach that dept and threaten to cancel your service to get a new router.well its only right that long time customers be given a new router without charges and without having to go with the hassle of threatening to cancel. companies must take care of their loyal long time subscribers.

Posts: 67 · Posted: Thu Jun 28, 2007 5:05 pm Post subject:

No, I had no need to threaten to cancel my service. This is a tactic used only by those with no patience.

Posts: 448 · Posted: Sun Jul 01, 2007 11:24 am Post subject:

strongj wrote:

No, I had no need to threaten to cancel my service. This is a tactic used only by those with no patience.

Excuse me?

You're joking, right? I talked with 4 different reps, and gave every one of them the same story. I made 4 separate calls, hoping to get a rep willing (or with the authority) to say OK.

I asked nicely. That didn't work.

I made it clear that I was a multi-year long-term customer, who really DID want to remain a customer, but was not willing to spend $90 (device + shipping) to do so.

They didn't care.

I pointed out that I could leave Vonage, and goto a competitor who would give me an adapter for free.

They still didn't care.

So in each case I asked to be transferred to the cancellation department, and every one of them transferred me without hesitation. (which happened to be closed on the weekend)

Every single rep told me I had no option other than to buy a new adapter from Vongage, or goto a local electronics retailer, buy an adapter and activate it at the Vonage website. Either way it was at MY OWN expense.

When I finally DID speak to a "retention specialist", he was still reluctant to give me an adapter, telling me I was way past the 1 year warranty period-- so I told him (again) that I could go to any other major Voip carrier, who would welcome me with open arms for the same monthly cost, and get the adapter for free.

He even offered 2 free months of service to help partially defray the cost of a new adapter (I'd still be $40 out of pocket).

It was only, and I mean ONLY, after I made it clear the only options were to (a) cancel the service, or (b) replace the adapter at no cost to me, that he finally agreed.

After speaking with 4 reps, and being placed on hold MANY times, I think I certainly earned the label of being "patient".

So pffffttttthhhh!!!!!