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Michael545
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PostPosted: Fri Mar 18, 2005 3:23 pm    Post subject: Vonage refund practices Reply with quote Back to top

Ok - so I ordered a new adapter from Vonage, asked to return my old one, no problem - except they billed my credit card nearly 100 bucks. Again, no problem, since they said my CC account would be credited when I returned the adapter.

So I returned it, and they got it - 5 days ago.

It took them less than 30 minutes to charge my card. As of today, no credit back to the card, so I called and complained. "It takes 5 days for a credit."

Sure - 30 minutes for a charge, 5 days for a credit. Can you say "float" ?

Not nice. It's poor business practice to piss off customers.

Other than this - I actually love Vonage. All is forgiven, as I generally get good service and they save me a ton of money.
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seattlezoid
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PostPosted: Fri Mar 18, 2005 3:44 pm    Post subject: Reply with quote Back to top

I have noticed this practice in business quite often. They can take your money out instantly but a credit can take days. Have you ever tried to get and out of state check cleared at the bank? Banks want you to wait 10 business days even in this age of electronic transfers. Think of the millions of $ that they get interest on just by being slow.

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dconnor
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PostPosted: Fri Mar 18, 2005 3:46 pm    Post subject: Reply with quote Back to top

This has more to do with how banks operate and less to do with Vonage.

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Michael545
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PostPosted: Fri Mar 18, 2005 7:56 pm    Post subject: Reply with quote Back to top

I'm not so sure about that - if you can debit me that fast, you can also credit me just as fast. Vonage admitted that it takes them 5 days to just submit the credit, and that is unrelated to the bank.

It's a trivial amount, so I am not that concerned about it. I just find it annoying to be nickle and dimed in that fashion.
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scerruti
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PostPosted: Fri Mar 18, 2005 8:09 pm    Post subject: Reply with quote Back to top

Return Policies

Amazon wrote:
We'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. Returns of merchandise purchased with a Borders, Waldenbooks, or Brentano's Gift Card will be credited in the form of an Amazon.com e-mail gift certificate.


Gateway wrote:
When will I receive my refund?

If you are expecting a refund for returned merchandise, allow time for shipping, inspection, and up to seven additional business days to process our refund. Credits from your permanently returned merchandise will be refunded to the original form of payment.


I could go on and on. Vonage's practice is pretty much standard business practice. Smaller merchants doing batch processing often delay refunds for 30 days.

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mcdowelljc
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PostPosted: Fri Mar 18, 2005 10:35 pm    Post subject: Reply with quote Back to top

I love real answers like that!

Now a days I get more irritated at people who don't seem to read the contract before they complain, or what it "RIGHT NOW!"

I have learned patience a little more.. Seems to have made the ulcer's go away.

God Bless!
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Michael545
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PostPosted: Fri Mar 18, 2005 11:21 pm    Post subject: Reply with quote Back to top

Just because it's a "standard business practice" doesn't make it ok. And Vonage has no such provisions in any contract I agreed to. You cited Gateway and Amazon contracts - not anything Vonage wrote, so I fail to see the relevance.
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scerruti
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PostPosted: Sat Mar 19, 2005 12:05 am    Post subject: Reply with quote Back to top

Clearly VISA agrees with your sentiments on disclosure. This is from their guide for merchants, it requires, among other things, that Internet merchants place a link to refund policies on their home page.



However, not disclosing the delay in refund is a different issue than having a delay. It is clearly OK to have the delay, common practice makes it reasonable which is the legal equivalent to OK.

The point of my post was to support the idea, through example, that short delays in refunds are a common business practice and not an attempt by Vonage to "nickle and dime" you.

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Michael545
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PostPosted: Wed Mar 23, 2005 7:00 pm    Post subject: Reply with quote Back to top

Just an update. I have still not received a credit. I have, however, been placed on hold, hung up on, and told that somehow it's my bank's fault.

I am not very happy.
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Medic63
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PostPosted: Wed Mar 23, 2005 9:02 pm    Post subject: Reply with quote Back to top

I don't blame you. I can't stand those kind of business practices.

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