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ljpm
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PostPosted: Thu Jul 12, 2007 10:57 am    Post subject: No Rebate, No refund, no customer service after you hang up. Reply with quote Back to top

I have been with Vonage for 9 months. When I purchased my phone adapter I was promised a $100 rebate. After numerous emails and phone calls I still haven't received the rebate.

In March of this year there was a number of calls made on my account (500 minutes/month) that I did not make. One of these calls was actually made before a previous call had ended, which, seems to be impossible. I have contacted Vonage again by email, numerous time, as well as by phone, numerous time. I still haven't received a credit for the erroneous billing.

It seems to me that as soon as you hang up the phone with Vonage, your complaint is deposited directly into the trash.

THIS IS WHAT I TELL EVERYONE WHO ASKS ME ABOUT Vonage.

I am currently in the process of filing a suit in small claims court and am looking for assistance from anyone else who may have had similar experiences, preferably with suggestions on how to resolve the problems.
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roscopco
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PostPosted: Thu Jul 12, 2007 4:32 pm    Post subject: Reply with quote Back to top

I never seen the $100.00 rebate offer from Vonage, why were they offering that? You must have purchased your adapter from a retailer and there was a mail in rebate, those things are the ****! Who was supposed to give the $100.00 Vonage or the adapter company?
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emac
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PostPosted: Thu Jul 12, 2007 5:29 pm    Post subject: Reply with quote Back to top

Vonage can not do anything about that rebate really....you would have to go to web-rebates.com/vonage and see what the status is i have heard of them taking up to a 10 months or so


If you call in ask to speak to a supervisor in the US if you think that the agent is not helping your satisfaction
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sproc
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PostPosted: Fri Jul 13, 2007 6:09 pm    Post subject: Reply with quote Back to top

Yes, Vonage offered a $100 rebate with the purchase of a device made by any of several different adapter manufacturers (plus activation) from several retailers. While it was only valid for devices purchased at a retail store, the rebate was offered by Vonage, not any specific retailer or manufacturer.

I know this because I qualified for this rebate, but Vonage did not honor it. The reason they gave is that I have already received a rebate on this account, which is true, but neither rebate said it was not valid in combination with other rebates or offers. In fact, both rebate forms were printed along with my receipt at the cashier at CompUSA. Of course, of the two rebates (one for $100 and one for $40), guess which one they decided to honor and which they decided to decline. If you guessed they accepted the $40 and declined the $100, you'd be correct. And, no, they wouldn't even send a rebate for the $60 difference. "Our system doesn't allow that." How convenient for them.

I will give the retailer a chance to make this right, but I wouldn't expect them to; it wasn't their obligation in the first place. Failing that, I will likely cancel my Vonage service. While this failure to honor their rebate should prevent them from charging me an early cancellation fee, I'm sure they'll do it anyway. I'd rather pay a fee than continue to do business with a company that fails to honor its commitments in this way.

I hope this ends better for you than it probably will for me.


Last edited by sproc on Fri Jul 13, 2007 6:13 pm; edited 1 time in total
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sproc
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PostPosted: Fri Jul 13, 2007 6:11 pm    Post subject: Reply with quote Back to top

Here's the announcement here on Vonage-Forum regarding that $100 rebate: http://www.vonage-forum.com/article2452.html
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loggerbomb
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PostPosted: Fri Jul 20, 2007 2:39 pm    Post subject: Reply with quote Back to top

It has been my experience that you need to bug these people about the 100 dollar rebate.

I got mine last year in September from Future Shop. I signed up right away and waited the 3 months or so they said to wait to verify that I was an actual Vonage subscriber - yadda yadda. So after this time I called up Vonage and they tried giving me the line that I had to go to Future Shop. So I did that and they told me that no, I had to talk to Vonage. Well I called Vonage up again and they tried telling me again that no, I had to talk to Future Shop but after I told them I already had and they said it was a Vonage deal they said they would look into it. I think they gave me some kind of ticket or some email to email if I didn't get a reply. Well after a while and a couple more phone calls asking about the status of my refund, I finally got a refund mailed to me on January 29, 2007!
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IceCold
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PostPosted: Fri Aug 03, 2007 10:22 pm    Post subject: Reply with quote Back to top

I had the same problem with Vonage Canada and the rebate. I called and bugged the SH*T out of them. The rebate form said 6-8 weeks for your rebate cheque. At 8 weeks on the money I called and the woman, who had a very hard time speaking English, told me they had changed the terms to 8-12 weeks. I asked how they can do that and she hung up on me.

I then called again at 12 weeks on the money and asked again where my refund was. The agent then spewed some BS about how I had 1 month free when I signed up and a 30 day money back guarantee so it was 12 weeks from 60 days after my service began. Luckily this time I was thinking and recorded the call. In Canada you are allow to record a consumer call as long as one party knows (which I did). After much agruing the call was ended again.

So at 12 weeks plus 60 days, I called again. The woman starting telling me another reason why they haven't sent it and I made her listen to the last agent's lies. She immediately connected me with a supervisor and 4 days later I had my refund cheque.

So my suggestion to everyone... Record you calls and make them live up to them. They can't agrue with another agent's voice.

IceCold
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