Don't replace your phone - Vonage not ready for Primetime

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

I am posting on this thread as it's part of an ongoing saga.

I have not only not received my $65.00 rebate for the purchase of the original PAP2 but have now received a post card saying:

The maximum rebate has already been sent to your address. If you have any questions call (866)464-1122.For status, visit staples.rebatestatus.ca

Needless to say, no rebate has ever been received. It's clear to me finally that the idea of a rebate is to piss off the customer so much that he can no longer be bothered to continue. It's also used as a finger pointing exercise. Staples says it's Vonages fault and Vonage says that it's Staples. Meanwhile we pay $85.00 for what is basically a $20.00 device.

Does Vonage even care? And yes, I'll continue on principal to try and get my rebate.

Anyone from Vonage here?

Posts: 29 · Vonage Forum Junior Joined: Aug 17, 2005 Posts: 29

I actually was having a similar Problem with Vonage... Not exactly the same technical problem but the same device, the PAP2, and the same situation, an activated retail package that konked out 1 week after the return policy on the PAP2 at the retail store.

After a week of troubleshooting with the Vonage Tech Via Email, and their "engineers" they sent me an email stating that the problem was most likely my router.

So this is when i got mad. I wrote the tech a nasty email stating that I had a fresh system, (formatted Just for this purpose) and I have tried at least 4 routers with my PAP2 device. (which i did... I have no idea why i have so many routers) still no fix.

then they said they would exchange the PAP2 for the RPT300. The tech sent me emails confirming this order as well as the return labels for the return.

The tech also assured me that I would not have any issues with my 65 buck rebate, he also gave me the number of the people who handle the rebates as well as order numbers and things for reference that confirm i had exchanged the PAP2 for the RPT300.

So if you are still having trouble with your rebate, post a reply or a PM and i will give you the name and number of the tech that has been helping me.

I also have a question for the Vonage people. If the PAP2 is garbage - as many people say- and Vonage is no longer distributing it Via its Corporate structure, ie from the techs, and Online phone orders. WHY IS THIS THING AVAILABLE IN SO MANY RETAIL STORES AROUND TORONTO.

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

Thanks for your reply. I just got that postcard today so haven't called up the rebate center as it was closed. I'll call tomorrow and depending on their reply, I'll take you up on that tech support guy's name.

In regards to the PAP2 device. The only good thing about it is that it's small and good looking but because it's not a router, it forces a lot of people into having to buy a router separately and then go through what many people have had to go through......getting them to work together.

By the way, have you received your rebate cheque?

Regards

Dave

Posts: 29 · Vonage Forum Junior Joined: Aug 17, 2005 Posts: 29

I have not recieved my rebate check as of yet... but my service has not been active for the 90 days (3 months) to qualify....But it will.....

The name of the tech support that was assisting me was Carlos.
I dont have a last name, but this may get you somewhere.

Well all I know is that the PAP device does not work with my setup. I have a rare setup that includes a couple of Macs and a couple of PCs as well as a wireless router. This is probably why the techies couldnt pin down the root of the problem. But im pretty sure it has to do with the higher ports that Vonage uses for their services. BTW my problem was that everytime MSN messenger is booted on the Mac machines, i cannot make or recieve calls... well lets say the phone rings but you cant answer the phone.

anyways good luck in your saga

Posts: 110 · Posted: Wed Sep 28, 2005 6:10 pm Post subject:

I've come to the understanding that buying the Adaptor at a retail store is a bit uselessfor the following reasons...

1) the fact that well you may/may not receieve the $65 rebate.

2) If your device becomes some what defective, Vonage can't do anything, you'll have to visit the retail store and hopefully they can do something...

3) If you decide to cancel... then re-sign up on a later date, Vonage will not re-activate your old adaptor (ie..they dont use used MAC Addresses from the adaptor). So basically when you decide to cancel your Vonage service, your adaptor is garbage. (At least from their standpoint).

So yup. Just pay the $20 activation/$20 shipping fee and save yourself months of headaches.

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

You're so right djino!!

What I can't understand is Vonage. They obviously like the idea of distributing ATAs and Voip routers through retail stores but when it comes to the crunch, they pretty much wash their hands of the deal. Is there some business logic in pissing off new customers from the very beginning? Does it help to avoid future problems in that the customer will no longer bother to complain?

Back many years ago, I learned that the relation of cost between getting a new customer versus retaining an existing customer is something like 10:1. Has upper management in Vonage done anything to make existing customers loyal and happy. I know that they've spent several hundred million dollars in marketing and publicity to get new customers but doesn't seem to invest much in customer satisfaction. Why is that? I know that they are not the exception but it would be nice if Vonage focused on building loyalty.

Directly involving themselves in some of these forums would be nice. Setting up virtual roundtables would also show their interest in their customer base.

Posts: 29 · Vonage Forum Junior Joined: Aug 17, 2005 Posts: 29

I agree Vonage should focus more on acheiving customers loyalty. Via, better customer service or anything that a customer can percieve as support.

Which makes me think, wouldnt it be nice if Vonage made house calls, like your local cable provider, or your landline provider, or your ISP..... All of these Services offer a tech to come into your home and troubleshoot a problem or even if it was just a simple install, why not Vonage. Im positive that the infrastructure and capital is in place for them to do such a thing.

If Vonage doesnt shape up to customer expectations soon, there product life cycle will be very short.

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

This will hopefully be my last posting on this thread. Today, I received my $65.00 rebate cheque for a PAP2 which I purchased at the beginning of April 2005.

Unless the cheque bounces, this should be the end of my odyssey.

I wonder if anyone has done a study of this whole rebate system and found if:
1. Does it really promote sales?
2. How about customer loyalty?
3. Of the total pieces purchased, how many customers apply for a rebate? and
4. How many really receive it?

I don't get it.

Thank you to those that supported me in this quest.

Posts: 110 · Posted: Fri Oct 07, 2005 4:22 pm Post subject:

Glad it finally worked out for you Smile

Posts: 5

I bought my adapter on the last day of February from Staples...had it delivered for free via their shipping system, and activated it the next day. If my math is correct, I have been active for 7.5 months...

I was told by Staples the rebate is for purchases after March 1. Now, I only ordered from Staples because of the $65 rebate, one that was advertised in the store, on Vanage website, and in Canadian News Wire service:

http://www.newswire.ca/en/releases/archive/December2004/09/c3326.html

So, when I went to ge the rebate form at the end of my 90 days, the rebate said for purchases after March 1, 2005.

I applied, and was rejected because of the March 1 start date.

Now, its WAY past the time for postmarked rebates, and I am without my $65. And still, I continue to be a Vonage customer. Why?

Anyway, anyone know how I can get my rebate? Please don't just tell me it **** to be me, I can't be the only one who has run into this problem. And this, from someone who went out on a limb and subscribed in February.

Brian