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wmass
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Joined: Feb 07, 2005
Posts: 2

PostPosted: Mon Feb 07, 2005 2:11 pm    Post subject: Fees charged Reply with quote Back to top

Recently while trying to get my phone change over to Vonage, I received an email from recovery.team@vonage.com in which the following was included:

As a reminder, upon termination we apply a disconnect fee of $39.99,
for United States accounts, and $49.99 for Canadian accounts, per
voice line, which is refundable if you choose to return our device(s).
Please call the cancellation department on the day that you want to
cancel at 1-800-860-5491.

Since I don't remember reading or seeing anything on cancellation or termination fees, "as a reminder" is most deceiving. In the interest of full disclosure of the costs of having Vonage as one's carrier, this cost should be included in the promotional information.
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reebok
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Joined: Oct 24, 2004
Posts: 3198
Location: Lakeland, FL

PostPosted: Mon Feb 07, 2005 4:01 pm    Post subject: Reply with quote Back to top

it's included in the terms of service. believe it or not, there's always fine print.
http://vonage.com/features_terms_service.php

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LC
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Joined: Dec 22, 2004
Posts: 76

PostPosted: Mon Feb 07, 2005 8:04 pm    Post subject: Reply with quote Back to top

this money is refunded when you ship back the phone adapter.
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dallas2727
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Joined: Jan 21, 2005
Posts: 15

PostPosted: Mon Feb 07, 2005 9:16 pm    Post subject: Reply with quote Back to top

That's crap. That router was advertised as being "free with new accounts". Not "we will let you borrow it". I could understand if I signed up then immeadiately canceled or something.
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jlsoaz
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Joined: Feb 04, 2005
Posts: 28

PostPosted: Mon Feb 07, 2005 9:29 pm    Post subject: Reply with quote Back to top

dallas2727 wrote:
That's crap. That router was advertised as being "free with new accounts". Not "we will let you borrow it". I could understand if I signed up then immeadiately canceled or something.


I don't know how it was worded, but in my conversation when I signed up for Vonage, I did get it straight in speaking with the person that if I decided to not use the service, that I would be charged for the equipment BUT that if I returned it this money would be refunded. So, in the process of my speaking with someone to arrange for Vonage, they did not misrepresent this issue to me. Perhaps they did to you. I think I was on the lookout for this issue because in the past it has come up with cable modems as well.

Although I can't stand the inconvenience of shipping used equipment back for a credit, it seemed to me that the issue was not entirely out of line. They have costs, and they were only going to charge me $40 for equipment if I kept it and, they claimed, they weren't even going to force me to buy it. Setting aside the time and money of shipping, they were going to not charge me for the equipment.

So, I wonder if anyone has had experience of returning the equipment, and whether they got their money back, as promised. Did they nickel and dime over whether packaging and paperwork were intact? Or did they behave reasonably?

I'd prefer to just buy the box and get it over with, if I stay with the company, but I don't think the way they structured it is wrong, if they honor it.
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dallas2727
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Joined: Jan 21, 2005
Posts: 15

PostPosted: Mon Feb 07, 2005 10:17 pm    Post subject: Reply with quote Back to top

THis is right off vonage's site!!!

%%%%%%%%%%%%%
Free Phone Adapter
Take Advantage of the Wealth of Vonage Features

Vonage provides all of our customers with a Free Phone Adapter. This device converts your analog phone signal to digital so that it can be sent over your broadband connection, and into the Vonage network. You get the phone adapter free when you sign up through Vonage. Each one has been tested to work flawlessly with your Vonage service.
%%%%%%%%%%%%%%%

I just talked to a rep. He wouldn't give me a straight answer on whether the device was mine or not. I was asking the procedure for replace the free router with a store bought & compatable wireless router. He said I would have to ship back the linksys they sent me. I said why? Isn't it mine?

He said, "well, it isn't any use one we turn it off.

I said "come on, I have plenty of uses for a router/switch/firewall. This isn't just a phone box."

He didnt' like that I guess. I asked the question flat out. "It comes down to this, is the device mine or vonages." He just wouldn't answer me.
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LC
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Joined: Dec 22, 2004
Posts: 76

PostPosted: Mon Feb 07, 2005 10:38 pm    Post subject: Reply with quote Back to top

it is yours. we gave it to you for free. you can keep it forever.

however, if you choose to keep it, you pay the disconnect fee. said fee is waived if you send the device back.
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dallas2727
Vonage Forum Associate
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Joined: Jan 21, 2005
Posts: 15

PostPosted: Mon Feb 07, 2005 10:44 pm    Post subject: Reply with quote Back to top

LC wrote:
it is yours. we gave it to you for free. you can keep it forever.

however, if you choose to keep it, you pay the disconnect fee. said fee is waived if you send the device back.


you're close, I think it went more like this.

it is yours. we gave it to you for free. you can keep it forever.


however, if you choose to keep it, you pay the disconnect fee. said fee is waived if you send the device back.

look more like it?? Hate to laugh at own joke, but damn that's funny.
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sbmlat
Full Forum Member
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Joined: Jan 10, 2005
Posts: 69

PostPosted: Mon Feb 07, 2005 11:02 pm    Post subject: Reply with quote Back to top

There's No Free Lunch!!

Before I got the service, I chatted with customer service and clarified all my questions.

So after thinking a lot I decided to get the adapter from Vonage.

Adapter from store:

Before I activated my service, I thought of taking the PAP2 adapter from Office Depot (free after Rebate). But to get the adapter for free there is a clause in the rebate that you have to maintain 3 months of minimum Vonage service agreement. What if I got the adapter from Office Depot and after 1 month if I decided to cancel Vonage then I can't return the adapter to the store as 30 days already passed and I can't get the rebate ($60) because I didn't fullfill the 3 month service agreement. (in this case there is no Vonage disconnect fee.)


Adapter from Vonage:

    If I disconnect the service then all I have to do is just return the adapter and avoid the disconnect fee.
    If I device is faulty anytime Vonage replace the adapter.


Few years back, Cable modem providers used to charge rental fee for the Cable Modem. Now the same providers are giving them for free. May be in year or two Vonage too may give give away the adapters. Until then you better stick to the rules. Very Happy
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dallas2727
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Joined: Jan 21, 2005
Posts: 15

PostPosted: Tue Feb 08, 2005 10:28 am    Post subject: Reply with quote Back to top

You know, say what you want, but it's unethical. If I pulled somethign like this on my little sister when i was a kid, my mother would have beaten me. I guess Vonage doesn't have a mother.
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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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