Disappointed in customer support

Posts: 1 · New Forum Member Joined: Oct 27, 2007 Posts: 1

So my Vtech base craps out on me after a thunderstorm and I call tech support. They tell me it's the AC adapter and they'll send me a new one in two days. Two weeks later, no AC adapter and no phone service, obviously.

They apologize for the mistake (which they ALWAYS do, and it's annoying, less apologies and more action please), and tell me to buy a new AC adapter and I'll get a $10 credit (it cost me $16).

AC adapter wasn't the problem.

Now, they're telling me to buy a new phone system and I'll get a $40.00 credit. The phone system costs $100.

So, the Vtech base craps out on me, and the Vonage people expect me to eat $76 + the cost of two weeks of phone service + the 3 hours it took for these people to arrive at these garbage conclusions I could've given them 2 weeks ago.

I have the $15 plan, so these costs wind up being more than 4 months of service.

I find it hard to believe that a product manufactured SOLELY for Vonage is not kept in any significant inventory at one of their facilities anywhere, especially given how often I hear these things break down.

I can't even BUY a replacement through the website without jumping through hoops and over hurdles.

Before I cancel my service this week I was wondering if anyone knows where I can buy just the Vtech base station without the handsets?

Posts: 7 · New Forum Member Joined: Oct 29, 2007 Posts: 7

None of the devices are manufactured solely for Vonage. They are just provisioned to be used solely for Vonage service, which is done after you order the device.

Posts: 80 · Vonage Forum Senior Joined: Oct 24, 2007 Posts: 80

I understand your frustration with what you have been through. I would be frustrated as well. But now for the bad news. Obviously Vonage was extending a hand to you in an attempt to come to a mutually agreeable conclusion for your issue with offering you a $40.00 rebate. It is stated clearly in the TOS that they are not responsible for weather related issues such as lightning...so technically they could have left it all up to you.

Now for the good news. Vonage is typically very generous with their free credits. If you contact them they will credit your account for the time that you have been without service - sometimes even in excess of that time.

One solution for you may be to find a "used" device on e-bay or amazon. Just a thought.....

Posts: 143 · Vonage Forum Senior Joined: May 30, 2006 Posts: 143

in regards of days w/o the service, i guarantee you that they would give you credit for that.

as for your vtech, have you considered looking for the vtech's power adapter on a retail store? you have to get the exact model # of that power adapter which they intended to send you in the first place. bringing your base unit might come in handy just so you could check immediately if base unit would light up.