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Rebate Issue - LNP Question - Problematic Motorola

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slago
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Joined: Apr 07, 2005
Posts: 1

Posted: Thu Apr 07, 2005 12:54 pm Post subject: Rebate Issue - LNP Question - Problematic Motorola

I have three problems I have been trying to correct for 3+ months now.

1. My number transfer request will be 4 months old on April 11th.

2. My Motorola Vonage phone adapter is problematic and I have to reboot it regularly. I want it replaced with a Linksys RT31P2.

3. My rebate on my initial Motorola adapter which I purchased at Best Buy. I sent in the rebate form in November of 2004 and still have not received it. I cannot find my account in the online rebate info.

I have talked to customer service, technical support, sales, and billing on all of these issues. Including the talk time and transfers and especially the time on hold (+ getting disonnected several times) I have approximately 25 hours on the phone trying to get this resolved. Everytime someone promises to call me back, they don't. Your customer service is appalling. I have referred many people to you and your phone service is good but if a customer EVER needs any customer service from a human being than it is a NIGHTMARE!!!!

I even called the main office of Vonage Holdings and left a voicemail for the public relations representative explaining my issues and SHE never even called me. WOW. unbelievable.

Once, while talking to an obviously "outsourced" technical service rep about the reboot problem on my Motorola adapter, I told him to just disconnect my service to get his attention. He was well aware of my frustration and instead of trying to get resolve he started to process my service cancellation instead. I then told him to stop and elevate my issue to his supervisor. He put me on hold and came back to tell me the manager was on the other phone and that he would call me back in the next hour. Yep, you guessed it! He never did. Like I said before, "WOW!"

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