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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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IconDancer
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Joined: Jul 12, 2007
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PostPosted: Thu Jul 12, 2007 3:03 pm    Post subject: Invalid billing charge and customer service threats Reply with quote Back to top

I have been with Vonage since April of 2003

I recently received a new box to replace my defective box. I sent the defective box back and they have invoiced me for defective box! I have been with them over 4 years. I cannot express enough my outrage and disappointment. Until now, I had been happy with my service.

I contacted them, and after much frustration and disappointment the customer service rep gave me a choice, either take her offer of one month free (which was only 1/3 the cost of the the charge that should not have been there to start with), or "with one click I can disconnect your call and Vonage service, and you will still owe the $ 59.94!" I could not believe my ears.

This in my personal opinion is not only an extreme lack of customer service, it borders on fraud and extortion.

Karl R. Englund
I will be switching to another provider by end of day.
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tglea
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Joined: Nov 22, 2006
Posts: 433
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PostPosted: Thu Jul 12, 2007 4:27 pm    Post subject: Reply with quote Back to top

I recently had my first run in with customer service too. You can read about it here if you like http://www.vonage-forum.com/ftopic20095.html
In my mind, it was kind of a grey area and I don't think Vonage is totally at fault but I don't think that I was either. However, the customer service was terrible. I talked with two different reps for about a half an hour each and both were rather rude and not willing to budge at all for my request to have some minutes credited. Constantly giving me the excuses of what time zone they use and when their systems reset, as if a customer would know those things. Nice way to treat a 1 1/2 year customer! Bottom line, someone at Vonage had better take notice of the poor CS or eventually they will lose a lot of subscribers. Just read this forum, you will find 90% of the customer service reviews are not positive.
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roscopco
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Posts: 1326

PostPosted: Thu Jul 12, 2007 4:29 pm    Post subject: Reply with quote Back to top

You would have been better off just going to a retailer and buying a Vonage box from them.
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Thu Jul 12, 2007 5:27 pm    Post subject: Reply with quote Back to top

roscopco wrote:
You would have been better off just going to a retailer and buying a Vonage box from them.


I agree, unfortunately.

Vonage seems to not give ONE **** about customers that have been loyal to them through thick and thin. They are all about sucking new ones in and adding subscriber lines than to keep the ones they have. The bottom line is that the "Vonage Customer Eating Machine" will replace annoyed, loyal customers with new sheep. The cycle will not end until they fold or have so many lawsuits stacked up that it can't be ignored. Seems as if our wonderful little phone provider, you know, the one that was innovative and anti-Ma Bell just a few years ago has become the very thing we all left our traditional POTS for.

I've been here for about 2 years now, and the story never changes. Vonage is going to die a small death for exactly the type of thing that was done to the orig poster.

Truly, the "AOL" of Voip.

Edit for humor: I can't help but see some of us hardcore Vonager's that have woken up, standing on a hillside and screaming, "You were supposed to be the chosen one!" as we watch a certain company's fall from grace, to the darkside.

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emac
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Joined: Oct 26, 2006
Posts: 87

PostPosted: Thu Jul 12, 2007 5:34 pm    Post subject: Reply with quote Back to top

do you have a receipt showing that you attempted to ship the defective device back. Or any way to track it at all?

If you do call Vonage and ask to speak to a supervisor in the US and provide them with the information. IF the device did not make it back due to a shipping error or something but you can prove that you atleast attempted to send the device back they will credit you for the price of the device
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maryjane
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Joined: Dec 22, 2005
Posts: 409
Location: Michigan

PostPosted: Fri Jul 13, 2007 11:57 am    Post subject: Re: Invalid billing charge and customer service threats Reply with quote Back to top

IconDancer wrote:
I contacted them, and after much frustration and disappointment the customer service rep gave me a choice, either take her offer of one month free (which was only 1/3 the cost of the the charge that should not have been there to start with), or "with one click I can disconnect your call and Vonage service, and you will still owe the $ 59.94!" I could not believe my ears.

This in my personal opinion is not only an extreme lack of customer service, it borders on fraud and extortion.

Karl R. Englund
I will be switching to another provider by end of day.


Dang, I would be livid. Wonder when Vonage will grade thier own C.S. and figure out they are loosing customers over it.

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ISP...............Comcast
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Router..........Linksys RTP300 FV1.00.60
Modem.........Motorola SB5100
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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