Vonage Money Back Guarantee

Posts: 6 · New Forum Member Joined: Feb 01, 2004 Posts: 6

Well Vonage didnt work out for me during my trial period so I had to call up and request my service be cancelled...I assumed they would keep me on hold forever and then try to convince me not to cancel.

Nothing could be further from the truth... I spoke to someone within a couple of minutes of calling, he asked if I wanted to try to resolve my problems with tech support, I told him no and then he said no problem. Within minutes I had 4 emails from them confirming my account cancellation, cancellation of my number portability, final billing for the 1st months service and my RMA # and equipment return information.

I sent the hardware back via UPS, they received it at 4:10pm on Friday and at 4:50pm I received two more emails confirming that they had received the hardware and that they were crediting back my credit card all of the money I paid for the hardware & service.

I was stunned - anyone considering trying Vonage should definitely give it a shot. They gave the kind of service to me during cancellation that I could only dream about other companies giving me when I am a customer.

Guest

You missed it, they threw a party for us today that was crazy! Celebrities, good food, and they flew us all in and we participated in their new television campaign. THey cut use checks and we all have SAG cards now.

Posted: Sat Feb 07, 2004 11:42 am Post subject:

^ ^ ^ ^ ^ huh ????

Posted: Sun Feb 08, 2004 2:06 am Post subject: Re: Vonage Money Back Guarantee

winter wrote:

Well Vonage didnt work out for me during my trial period so I had to call up and request my service be cancelled...I assumed they would keep me on hold forever and then try to convince me not to cancel.

Nothing could be further from the truth... I spoke to someone within a couple of minutes of calling, he asked if I wanted to try to resolve my problems with tech support, I told him no and then he said no problem. Within minutes I had 4 emails from them confirming my account cancellation, cancellation of my number portability, final billing for the 1st months service and my RMA # and equipment return information.

I sent the hardware back via UPS, they received it at 4:10pm on Friday and at 4:50pm I received two more emails confirming that they had received the hardware and that they were crediting back my credit card all of the money I paid for the hardware & service.

I was stunned - anyone considering trying Vonage should definitely give it a shot. They gave the kind of service to me during cancellation that I could only dream about other companies giving me when I am a customer.

My experience was the same. Ironically, the cancellation process was very prompt, efficient, and polite - in contrast to the up to 1 1/2 hour delays in getting to tech support that I had experienced. Most importantly, the credit to my credit card was transacted within a day of the receipt of the equipment by Vonage. My only beef was that I was not granted full credit, and had to pay for the first month's service, although the operator indicated that I would be granted full credit. The activation is clocked on when the order is processed, and in my case, I didn't receive the hardware for 10 days, which used up almost all of my 14 day full credit return. I spent many hours during the ten days I had it installed trying to get performance to an acceptable level, and finally gave up on it. I really think they should consider the equipment delivery date when calculating the full credit return.

I think Vonage has a great deal going for it in many ways, and when the appear to have improved the robustness of the product, I may try it again.

Guest

winter wrote:

I was stunned - anyone considering trying Vonage should definitely give it a shot. They gave the kind of service to me during cancellation that I could only dream about other companies giving me when I am a customer.

Aren't people concerned about the $39.99 cancellation fee after the trial period ? It's a way of chaining existing customers not letting them leave easily. The bell companies may give you bad service, but they let you leave without whacking you for a fee ! In the future there can be more competition to Vonage from other Voip companies, and this (rather steep) cancellation fee will probably prevent many of the current Vonage customers to leave. Even the wireless companies do not charge cancellation fees. Only Vonage does.

Posts: 16 · Vonage Forum Associate Joined: Jan 30, 2004 Posts: 16

Well I don't know what wireless company you deal with. I have never found one that did not have an early termination fee. As a matter of fact I have two phone on one account it would cost me $300 to cancel service that's a $150 per phone. Granted after the contract is up (usually 2 years) you would not have to pay the fee. But every time you purchase a new phone or change rate plans they reset the clock on your contract. In addition you would usually be a fool not to switch plans (at least in the past) as the pricing has only gotten better and better.

I'm not saying I think a termination fee is a good thing but saying wireless companies don't have them is just plain wrong.

Posted: Sun Feb 08, 2004 3:31 pm Post subject:

ccourtney wrote:

I'm not saying I think a termination fee is a good thing but saying wireless companies don't have them is just plain wrong.

Yes you're right. Wireless companies have termination fees before the contract is up. But after my one-year contract, I can cancel without paying a fee. Vonage has an infinite-term contract Cry

Posts: 65 · Posted: Sun Feb 08, 2004 10:22 pm Post subject:

From what I understand the $39.99 fee is credited back to your credit card once they receive their equipment back.