Paying for service I can't use!

Posts: 4 · New Forum Member Joined: Jul 19, 2005 Posts: 4

So goes the Vonage ads saying how people pay to much for long distance. I've signed up for Vonage and I'm paying for service I can't use!

I signed up on July 5th, gave them my shipping adress (the physical adress to my house) and waited for my hardware to arrive. The day it was to arrive came and went and no package. I tracked it online through DHL and it was listed as REFUSED.

I made a phone call to DHL who said the package was refused by the post office. The post office? How was it refused by the post office? Well, the DHL rep went on to tell me the package was adressed to the post office and the post office was to deliver it to my house. She even gave me the shipping adress on the package which I had to look up and sure enough it was the post office adress. Now, I live in a small town and the post office doesnt even deliver mail to my house (we all have to use a PO Box) so I don't know why DHL/Vonage would expect them to deliver a DHL package to me.

I called Vonage and explained the situation and the CS req apologized for the problem and assured me it was taken care of, verified my home adress and told me I would be shipped out hardware next day air. This was a Tuesday evening so it was to late in the day for it to go out then, but I should have recieved it Thursday.

I waited at the house thursday excited to get my hardware and start using Vonage. 5 p.m. came and went and no package so once again I called Vonage to see if I could get a tracking number. The CS agent who answered this call said there was no package sent out, no notes in my file and record that I had even called. So basically I had been lied to and one of their CS agents blew me off.

No problem he assured me, he would send me out my hardware next day air, once again it was too late in the day to go out then, so it would go out Friday and I would receive it monday. So yesterday (Monday) I waited at the house and once again 5 p.m. came and went and no package.

Once again I call Vonage. Now I'm getting a little ticked. I asked the CS agent to find a tracking number for me, which they can't do so I ask to speek to a supervisor. They took my name, number, email adress and account number and I was assured that a supervisor would call me back within two hours. Well, the night came and went and no phone call.

So again this morning I called Vonage. I was told by the latest CS agent that no hardware had been shiped out since the original package that they adressed to the post office. This time however there was a note in my file saying that I have not received my hardware, but nothing more stating that they shipped me new stuff.

He offered to ship me the hardware next day air, but at this point since I have heard that twice before I'm a little skeptical that it will ever get done. So I ask to speak to a supervisor once again and this time I'm told it will be 24-48 hours before one can call me back.

So here I sit, no hardware, not being able to use the service I have paid for trying to decide if I stick to my cell or if I give them another chance. I understand sometimes stuff happens and things get lost/delayed and there are bad reps who are lazy. But this has been an ongoing things with Vonage.

My experience with them has been horrible. No answeres, no hardware, no service. This has been the worst experience I have ever had with any company.

I'm just shaking my head trying to decide if I give them another shot or just stick with the cell phone, which costs a bit more, but - I CAN ACTUALLY USE IT!!!!!

Any ideas or thoughts?

Posts: 497 · Vonage Forum Evangelist Joined: Apr 29, 2005 Posts: 497

Once you get the hardware see if Vonage will give you credit for the time during which you didn't have service.

Posts: 7 · Vonage Representative Joined: Jul 13, 2005 Posts: 7

I would definitely request credit for the time you were not able to use service. We dont credit for non-usage but since it was not your fault credit should be issued with no problem.

Posts: 4 · New Forum Member Joined: Jul 19, 2005 Posts: 4

Just wanted to update: Vonage has offered to credit me for one month of service and fly me the hardware next day air. I am going to accept this, but will not hold my breath that anything will actually happen.

This is now the THIRD time I have been told my hardware will be sent to me next day air (and fourth time its supposed to have been sent). If I don't get it this time, I will demand all my money back, cancel my account and file a complaint with the BBB.

I've been more than patient, been promised service that I havent recieved and been told numerous times that I will recieve hardware that has never been sent and promised calls from people who never call.

I would like to think that I have just had bad luck, but for the same problem to keep happening makes me think this is more than bad luck, its just plain bad service and a bad way to run a company.

I'll update as soon as anything new happens.

Posts: 102 · Vonage Forum Senior Joined: Jul 04, 2005 Posts: 102

well i would have called back after the 2nd attempt to make sure the package was sent. Vonage should give you a number for your transaction and you can check this on your dashboard. this will let you know if your items have been sent or not. definately stay in touch with your dashboard. if it doesnt say ship[ped then its probably not shipped...

Posts: 1389 · Posted: Wed Jul 20, 2005 6:37 am Post subject:

Keep us updated today bpbrian...

Posts: 4 · New Forum Member Joined: Jul 19, 2005 Posts: 4

Well, it is actually showing up on my dashboard now. I was unaware that it would do this. So I'm actually getting shipped hardare! Because if time differences (east coast/west coast) I should get it tomarrow.

It seems that I actually got an CS agent who really cared and took the time to solve my problem rather than blowing me off. When my package gets here I'll post it.

Posts: 1389 · Posted: Wed Jul 20, 2005 3:02 pm Post subject:

Excellent...now I would call the post office and have them be on the lookout for a DHL package... Wink

Posts: 1 · New Forum Member Joined: Jul 20, 2005 Posts: 1

bpbrian wrote:

This is now the THIRD time I have been told my hardware will be sent to me next day air (and fourth time its supposed to have been sent). If I don't get it this time, I will demand all my money back, cancel my account and file a complaint with the BBB.

Do as you wish, but honestly, don't waste your time with the BBB.

Posts: 4 · New Forum Member Joined: Jul 19, 2005 Posts: 4

My hardware showed up today, Vonage is up and running and other than a bad echo everything seems to work great.

It seems I finally got a CS agent who really did what he said he would do! I'm glad he really took care of it.

Thanks to those of you who offered suggestions!