Unable to get Motorola VT2542 for existing account ?!?!?

Posts: 3 · New Forum Member Joined: Jul 04, 2007 Posts: 3

So, I just got off the phone with Vonage Customer care. I have an RT31P2 device that's going flaky, it freezes, DHCP stops working, etc. I want to upgrade to the new Motorola wireless adapter for my existing account. I am willing to pay full retail price and I understand I wouldn't be eligible for a rebate. Should be no problem right? Wrong. According to the CSR, Vonage won't ship me the device without activating a new line on it. I would be responsible for an activation charge and then a deactivation charge in order to port my other line over and cancel the new one. My only option is to buy it in a retail store, but as far as I can tell the device isn't in stores yet. My request to speak to a supervisor was refused.

I've been a Vonage customer for several years but this is ridiculous and may be the end. I'm not going to wait around for the device to show up in stores while my current router dies. If I can't get my hands on it I'm going to switch to my cable companies voice service.

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

Just one more stupid policy that alienates longtime, loyal customers. I've had my cable company's service for about a year now and not one outage, clear call quality, good-enough features, and pricing around $40. I'm willing to pay extra for some quality customer service. You have to decide what you'd rather want. Cheap service and no customer service, or a little more expensive service with great customer service.

For all those wondering about canceling, yes, it's a pain in the rear. I did it from work in my office, and put it on speakerphone, went and took a pee, had a smoke outside, bought a soda, and talked to a buddy, and when I got back in 30 minutes, still waited 15 more.

Posts: 3 · New Forum Member Joined: Jul 04, 2007 Posts: 3

Thank you for your reply. I'm currently looking into Optimum Voice as an alternative to Vonage. It's a shame that Vonage doesn't want to take my money, sell me the device I want and keep me as a customer.

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

customer care does not have the necessary tools/authority to send you a new device. you should have tried reaching tech support. they can replace your device. your existing device will be assumed to be defective and they will issue a replacement order. they will always say that it is easier to get a new device from retail but insist on getting one from them. it's possible.

Posts: 3 · New Forum Member Joined: Jul 04, 2007 Posts: 3

orient_guy wrote:

customer care does not have the necessary tools/authority to send you a new device. you should have tried reaching tech support. they can replace your device. your existing device will be assumed to be defective and they will issue a replacement order. they will always say that it is easier to get a new device from retail but insist on getting one from them. it's possible.

They will replace an out of warranty device?