Horrible Customer Service

Posts: 2 · New Forum Member Joined: Jul 10, 2005 Posts: 2

Wow....the worst I have experienced in years. Signed up and was shipped my router..however somehow in shipping they switched my router with someone else. I called them and they told me it would have to be returned and within 24 hours i would rec an email with shipping label. nothing came via email. send a email asking what they wanted me to do with the router and when they should ship a new on to me. In the mean time I sent a email to the person who's router I received. He responded that yes he had rec's mine and he also called Vontage and told him to keep the router and that they would swap the MAC numbers. Sent another email to Vontage and asked them to do the same for mine. nothing...no response...except one asking for the MAC number as they wanted to prevent this from happening again. Called again this past Friday July 8th, after being on hold 3 different times for about an hour total,and talking to 2 different people, with the first on again telling me it would have to be shipped back. I finally found someone that could fix the issue (swapping the MAC addresses)....and he told me it should just be a couple hours. Well its now Sunday morning and it isn't fixed.....called again, had to wait for another 20 min's was told that it was still being worked on so I finally asked to speak to a manager or supervision and was told they were all tied up and someone would call me back. Asked for a name of would would be calling me back and he didn't know and there 'are a couple hundred of them'. Its clear that I'm going to have to canc this order as this is ridiculous, totally unbelivable. Something that should have taken 15 min's to resolve, is now into its 5th day.
God help anyone with a problem that they need to talk to someone at Vontage to get resolved....because they sure aren't going to get any help form Vontage.

Posts: 8 · New Forum Member Joined: Jul 08, 2005 Posts: 8

diamond_jd wrote:

Wow....the worst I have experienced in years.

And I bet you weren't talking to people in India!

Posts: 55 · Posted: Sun Jul 10, 2005 2:32 pm Post subject:

why are you calling it Vontage?? and not vonage ?

Posts: 1389 · Posted: Sun Jul 10, 2005 2:50 pm Post subject:

Maybe they were just upset you called it Vontage? Very Happy

Just goofing..

The customer service is slowly getting better, but issues do arise sometimes...

Posts: 2 · New Forum Member Joined: Jul 10, 2005 Posts: 2

Woops...just a little 'fat-finger' and 'mind block'. I do know its VONAGE' and not 'VONTAGE'. I sure feel like calling them something a lot worse than adding a stray 'T' in their name. Regardless you all get the point....and to better illustrate what I was trying to express...its still not resolved and no return call....and they want to be a alt. to the phone company.........I don't think so...!!!!