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fishboy
Vonage Forum Associate
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Joined: Aug 10, 2005
Posts: 19

PostPosted: Tue Sep 06, 2005 8:10 am    Post subject: Re: Another Best Buy rebate issue Reply with quote Back to top

fishboy wrote:
So, I just tried the "prequalify" website for the rebate I'm due for the PAP2. It tells me I do not qualify. I've reviewed all the information, dates, etc. and I *do* qualify. so, before I send in my stuff I guess I'll give them a call. Only problem is that I am very close to the deadline for postmark date, so if I can't get it resolved quickly, I may be out of luck.

I'm using rebate VON-5820 for dates covering 7/24/05 - 8/3/05 from Best Buy. I've activated my PAP2 and its working great. I just hope that I get the rebate they promised me.


Chalk this issue up to the "ID-10-T" error. I was entering my phone number instead of my account number into the form. All fixed now.
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Sep 06, 2005 8:13 am    Post subject: Reply with quote Back to top

Easy fix! Wink
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Cyclone
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PostPosted: Sun Sep 18, 2005 2:20 am    Post subject: Getting burned in promotion confusion Reply with quote Back to top

Hello all. I am a newbie to the forums but have been reading them for the past week or so. Two weeks ago, I started my Vonage service and am quite happy about it. There have been some quirks, but nothing has gone seriously wrong and I am recommending the service to a few friends.

Today though, I had a customer service experience that I felt was sub par. I wanted to post to this topic about rebates and promotions to warn people not to get burned like I just did.

When I first was thinking of switching to Vonage, I saw an ad on my Visa page that linked to a page hosted on the Vonage web site (http://www.vonage.com/--blocked out to not interfere with your sponsorship--). The promotion offered free activation, free first month of service and a $10 credit on international or 411 calls. I thought that this was a sweet setup and would justify my foray into Voip.

I clicked Sign Up and on the next page it allowed me to choose between choosing my service level (and mailing me an adapter) or to activate a retail purchase. I thought, "Cool, I could go to the store, pick up an adapter and be set in about an hour". I went back to the promotion page to read the fine print and see if anything mentioned if retail was not allowed. The online thing there was the dates of purchase (5/1/05 to 10/31/05) and that you would need to pay with your Visa card. Otherwise, it was a standard broilerplate. I went to Circuit City and bought a PAP2 adapter and returned home. I promply unpacked the box, connected everything, went to the website and clicked Sign Up on the promotion page. I then clicked the retail activation link and went through the process.

Two weeks go by and I am enjoying the service greatly. Suddenly, I notice that my Visa card has a $30.89 purchase from "Vonage Digital Voi" on it. It has 732-528-2600 listed by it as the phone number. I call the numbre (using my Vonage phone) at 2:01 am. When through the options and choose billing and got a message that I will need to hold. At 2:33 am, someone picked up and said "Thank you for calling Vonage, how may I help you?" I promptly asked for information about whom I was speaking. His name was Chris. He would not tell me his last name and refused to provide me an extension number. I then explained it to him and he looked up my account and asked me all my info. He told me that the Visa promotion does not apply to retail purchases. I told him how I made sure to read the fine print to make sure it didn't say anything about retail purchases. He loaded up the site and reviewed the page on his end. He read the find print and said the "... cannot be combined with any other offer or discount" included retail purchases. We went back and forth like this for about 5 minutes. I asked him why I could click sign up and retail activation was an option and he told me that was there for the convenience of retail purchasers so they could find the link quickly. I asked him why did it not tell me that I would not receive free activation and he repeated the "... cannot be combined with any other offer or discount" clause. Finally, seeing as I was not getting anywhere, I asked him why the fine print does not specifically mention: Not applicable with retail purchases. He told me that they have specifically gotten that comment by others before but was decided against. Here, I was shocked. If there advertising is making people think one thing and even the fine print does not make it clear otherwise, then why not include such a statement. He then thanked me for calling and ended my call.

I understand that Vonage is supposed to have good customer service, but I thought that this experience was subpar. The company I work for has come across these things and has taken the stance to honor the misconception for the customer bringing it up and then taking measure to ensure it won't happen again. Meanwhile, I am now looking at an additional $30 bill and I have already used $10 in international calling to try it out (expecting it to be credited).

Thus, I wanted to let you all know about this and try to prevent it from happening to someone else. I am still within my 30 days and will weigh this incident heavily in decided whether to keep my service. I mean, good features and great price are one thing, but I am unsure of how any future customer services problems will be addressed, if at all. Hopefully you all will have some thoughts on the matter or know someone who would have the company do right to their customer.
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Sun Sep 18, 2005 3:48 pm    Post subject: Reply with quote Back to top

Or take the adapter back to the store, and sign up online...

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Cyclone
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Joined: Sep 18, 2005
Posts: 2

PostPosted: Wed Sep 21, 2005 2:00 am    Post subject: Visa Promotion burnout Reply with quote Back to top

Hello. Just wanted to give you all an update. I thought about returning it, but the customer service rep was not too keen on it, since I have already used over 600 minutes of time this month and have racked up about $10.00 of long distance charges. Meanwhile, I needed to get a cordless phone for the Vonage setup (I was tired of using the corded phone and transferring calls to the house phone or my cell phone when I wanted to walk around). I went to Circuit City and the same sales rep was there. He remembered me (as we had talked about other things while I bought the adapter) and asked me how it was going. I explained it to him. He then explained Vonage's position better (he has had similar things happen before with them). Although Vonage will give you the modem for free when you call them, they consider the retail rebate thing a specific promotion. That is what was excluding me. Well, not happy about the mix up, but I can understand it being explained more clearly like that. I still wish the promo page had explicitly mentioned that retail purchases were excluded. Anyway, I was looking at the phones and he said he would be right back. About 5-10 minutes later he returned and told me that he spoke with his manager and they agreed to give me 15% off of my next purchase because, although there was confusion about the promotion and Vonage's stance will not change, I am still a Circuit City customer and they want to make sure I am fully satisfied. So I picked up a dual headset cordless phone AND a new home stereo. All in all, the 15% saved me about $40. Incidently, this comes out to about the $30 activation fee and $10 long distance that the promo would have given me. I must say, I was pleased to see the salesman go to such a degree when he already got the sale and the commission.
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MorganB
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Joined: Jul 14, 2005
Posts: 9

PostPosted: Mon Oct 10, 2005 11:22 am    Post subject: Reply with quote Back to top

Thought I would update my rebate situation. It has now been 3 weeks since I met the "required service period". My rebate still shows that I havent met the service period. I called and they said it takes two months AFTER the service period is met before they send the check. SIGH Mad
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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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