Horrible experience with Vonage so far. Vonage, please help

Posts: 1 · New Forum Member Joined: Nov 23, 2004 Posts: 1

Approximately two weeks ago I received notice that my phone number had been successfully transferred. Upon receiving this notice, I installed my Motorola DCT that I had received from Vonage in an attempt to get my service up and running. Hours after installing the DCT I still did not have a connection to Vonage, so I called technical support. After waiting on hold for no less than 1 hour I finally spoke to a representative who walked me through trying to connect directly to the DCT, that process failed, then he informed me that he would be sending me a new DCT through the mail. That was the first Vonage representative that I spoke to about my problem. Today, when I had still not received the replacement DCT promised by the first representative, I called Vonage again. After waiting on hold for another 30 minutes or so I was told that Vonage had no record of my previous conversation with tech support but that they would be glad to credit my account for the down time and send me a new DCT. This time I got a Return Authorization number from the representative that I spoke to. He informed me that the unit may not reach my home until the end of NEXT week due to the upcoming holiday, so I inquired about a possible overnight shipment due to the fact that my home security system is currently not operational due to not having a working telephone. I agreed to pay a $15.00 fee to have the unit sent to me via overnight delivery and was told that they would indeed try to get the unit out to me overnight. Minutes after hanging up with that representative I get the following email:

Account Number: xxxxxxxxxxxxxxx
Amount of Transaction: $99.94

Dear xxxxxxxxxxxxxxxxxxx,

On 11/23/2004 we processed the following transaction.

For more information about this transaction, please contact Vonage DigitalVoice Customer Care.

Email billing@vonage.com
Toll Free Phone 1-VONAGE-HELP (1-866-243-4357)
Fax 732-333-1353
24 Hours a day, 7 days a week

Worried that there must have been some kind of error, I called Vonage once again to inquire about the $99.94 charge to my card. At that point I had talked to two different Vonage representatives, BOTH who had agreed to send me a new DCT, and NEITHER had informed me that it was going to involve a charge to my card. I understand that this is a temporary charge that will be credited to my account when the equipment is returned to Vonage, but this money is coming out of my checking account. I cannot afford to just do without that amount of money so that Vonage that have the assurance that I will return the old equipment. The billing representative that I spoke with when I made this last call assured me that they charge was reversed and the shipment of the new DCT had been cancelled pending my discussing this matter with some sort of manager. In previous cases where I had to return malfunctioning equipment to various manufacturers I have never encountered a company that charged me until they received the unit. It is perfectly acceptable to record my card number to be used in the event that I do not return the equipment, but to proactively charge me that money is a little aggressive in my opinion. Vonage has no reason so suspect that I will not return that defective DCT in a timely manner, therefore there is no need to charge me that money upfront.

I am in desperate need of phone service and would very much like to be able to use Vonage. However, if I cannot get a replacement DCT sent to me without incurring such an outrageous charge as described above, I will regrettably cancel my service and go with a local broadband phone provider.

Posts: 28 · Posted: Tue Nov 23, 2004 8:22 pm Post subject:

CBeck,

That is Vonage policy to charge for the amount of the device until it is received back. It costs Vonage money for each and every one of those VoIP adapters and could get pretty ugly if this policy weren't in place (ever had cable service and decided to move? they bill you over 354 dollars but internally to a closed account. Ever felt enticed to get this box back to them? Not really. You only would if you were to start new service again with them. ) So that is the reason. Hell if they didn't charge that amount I'd me like 'yeah I'll return that broke Motorola VT1000 sure...anyways..." and forget all about it!

So I know your bank took a hit but look at it this way, when the money is refunded to you it will be like Christmas! Hell $100 you couldn't spend. Sort of like Vonage is a savings account (with no interest buy hey).

You should call and see if a manager can credit that money back to you and delay the billing of the amount until it is shown that you will not return it.

Mole