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Trowski
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Location: Putnam, CT

PostPosted: Mon Oct 03, 2005 1:58 pm    Post subject: Reply with quote Back to top

EES-e buddy,
We were just saying that if you needed to do that, there are usually rebates etc with the adapters. If you wanted to be safe, and I would have since it was for a business, I would take care of it myself as opposed to hoping/wishing it was sent overnight.

Also, they don't deliver phones, handsets etc. The will send the adapter.

And, I am a home user and have two lines, one for home, one for work as I do work out of the house...

So whether or not it was Vonage's fault, the only thing that is we are trying to get across is that in a time sensistive situation such as yours was, it is in the businesses best interest to make sure there are no issues. And they easiest way to avoid that from happening would be to get the adapter yourself. BUT now you will have it in time AND get a free month...

So if I were you personally, instead of complaining here about how it was Vonages fault, I would be on the phone with the corporate office telling them how you already saved the beta-store at least $50 as you got them a free month...

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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Mon Oct 03, 2005 1:59 pm    Post subject: Reply with quote Back to top

ees wrote:
Great, now I find out the customer service rep spelled the city name wrong.


Again, yet another reason why buying the adapter retail in your case eliminates any human error.

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ees
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Joined: Oct 03, 2005
Posts: 24

PostPosted: Mon Oct 03, 2005 2:04 pm    Post subject: Reply with quote Back to top

I've been in touch with the director all day, he and I both agree that this is not an issue of being able to go out and simply purchase an adapter its about customer service and being able to get to your customers the equipment you provide. If we simply 'rely' on going out and purchasing an adapter we have to rely on best buy to have one in stock, or if there s even a computer store close to this location (which there is not). So basically you are saying that best buy or compusa is more reliable than Vonage. Which I would have to agree with at this point.
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ees
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PostPosted: Mon Oct 03, 2005 2:11 pm    Post subject: Reply with quote Back to top

So I am speaking with another cs rep who tells me "oh sorry we cant get that out" and proceeds to tell me that they only put on the order what they receive. Which I then ask her if it is my fault that the person spelled the address wrong. Which gets a blank response from the CS rep. I ask her what I should do since they messed up twice and explained my situation to her. She then blanks out once again and replys with, again, we can't get this out today shipping is closed. I then ask to speak to a supervisor. The woman comes back on the phone asking me a call back #, I give the call back number and she asks what s the time frame. I tell her within the hour, which she then tells me the time frame is 24hrs +. Great.

Vonage is really amazing me.
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Trowski
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PostPosted: Mon Oct 03, 2005 2:12 pm    Post subject: Reply with quote Back to top

Ok...
I understand that we all need to blow steam sometimes. Now, if it was ME who was pushing a new idea, and then it was me who did not get the adapter in time for WHATEVER reason it may be, it makes ME look bad to my company. Thats all...

If it was ME, I would have made sure there was a way to guarantee it was being sent overnight. Even though bestbuy or circuit city may not be out there, their websites are. AND you know if you pay the Next Day shipping, it may not have been an issue.

Just some suggestions for next time you open another store.

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ees
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PostPosted: Mon Oct 03, 2005 2:14 pm    Post subject: Reply with quote Back to top

Vonage has a website also, and a sales department which assured me that they WOULD be sending it over night. Also this is not making 'ME' look bad its making Vonge look bad. There are several other Voip companies out there, I would if their CS is just as bad.
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Trowski
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PostPosted: Mon Oct 03, 2005 2:15 pm    Post subject: Reply with quote Back to top

ees wrote:
So I am speaking with another cs rep who tells me "oh sorry we cant get that out" and proceeds to tell me that they only put on the order what they receive. Which I then ask her if it is my fault that the person spelled the address wrong. Which gets a blank response from the CS rep. I ask her what I should do since they messed up twice and explained my situation to her. She then blanks out once again and replys with, again, we can't get this out today shipping is closed. I then ask to speak to a supervisor. The woman comes back on the phone asking me a call back #, I give the call back number and she asks what s the time frame. I tell her within the hour, which she then tells me the time frame is 24hrs +. Great.

Vonage is really amazing me.


You tried, it sounds like it most likely won't work. So just CYA and either go order an adpater at a retail website, pay the money to have it delivered overnight and then you call them with the MAC is of the adapter and they activate it, or you do it yourself (even better) on the Vonage website.

OR, you just say oh well, next time I know better than to suggest a brand new idea so close to the opening of the store...thats all.

Vonage may be bad, but if there is not a telephone number in place by the time the store opens, then is the home office going to lay the blame on Vonage, and not the person who came up with the idea to try it?

Just cancel it, and order a main line...What chain of stores can't even get a phone installed prior to the opening?

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ees
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PostPosted: Mon Oct 03, 2005 2:19 pm    Post subject: Reply with quote Back to top

Thats not the point, and we open stores this quick all the time, our phone people had the phones there today. We ordered them friday. Also why do you keep telling me to go to someone elses website to order an adapter? It's vonages equipment they should have just as good as shipping as their RESELLERS if not that is saying something about the company.
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ees
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PostPosted: Mon Oct 03, 2005 2:20 pm    Post subject: Reply with quote Back to top

The phone lines are there and the phones are working, before you run over at the mouth maybe you should ask questions. We are not using Vonage as a full on provider (thank God).
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Trowski
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PostPosted: Mon Oct 03, 2005 2:24 pm    Post subject: Re: Vonage bad start. Reply with quote Back to top

ees wrote:
Hello all,

Let me start by telling you that I work for a large electrical supply company that has over 50 locations in Texas, LA and Arkansa. We are currently setting up a beta store in West Texas. Upon my recomendation we are trying out Vonage at this store in hopes to roll out Voip for the whole company in the near future. The store we are setting up is due to open in 3 days. I called Vonage on Friday to place an order for a business account, I made sure to tell the sales guy 4 or 5 times that I needed this adapter sent out overnight. The sales guy assured me that the adapter would be sent out overnight numerous times. Today I login and see that the adapter was sent out DHL Ground. Now this normally would not be an issue, except we are setting up this store for beta testing TOMORROW. After being hung up on (accidently) and transfered to a wrong person, I finally received the a customer service rep. The customer service rep that I am on the phone with now stated that she was sorry about the mixup and would refund my shipping and give me a free month. I explained to her that it was not about the $ at this point it was about the principal of the matter. We do not have this adapter and we do not have Vonage setup for this beta store. Which means Vonage is already scoring an 'F' with my company. I am still on hold right now with the customer service they are now going to add a line and over night a box to my store location. Which will work but what kind of message does this send to a company when a Voip provide can not even simply add overnight to a charge. Honestly I use another Voip company at home and would not have chosen Vonage except for they offered overnight delivery. I will stay with Vonage simply because I put my neck on the line for them, but is there any sales reps located in the us that understand and speak english correctly? This is not a joke, but This was an obvious problem when ordering.

-Josh


No where do you mention other lines were in place, here or anywhere on this thread do you mention that you had other phone lines in place. You made it sound like it was such a huge issue here and all heck was going to break loose since it was not overnighted.

And what is your home Voip provider, just for the record.

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