Why do I pay for Vonage shipping error?

Posts: 13 · Vonage Forum Associate Joined: Nov 03, 2005 Posts: 13

I hope to be a happy customer soon. But so far I'm paying but no service. I signed up October 27. On October 28 I logged into the Vonage site and saw that their was both in and out calls on my account. I emailed CS but never got an answer or acknowledgment. After a week I got my router and it set up very easily. But when I called the number, I would get a FAX tone on the line. I could call out, but caller ID showed some 201 area code number. I emailed several times and was answered with unintelligent suggestions to reboot the router, clone the MAC address, etc.

After a few more daysw of trying to figure it out, a CS rep I finally reached by telephone checked the MAC address and discovered I was sent the wrong router and mine was being used somewhere in the 201 for a FAX line. The one I got has been shut off so I can't even call out on it now.

A new router is on the way - I might get it next Monday.

Meanwhile, I paid my money and still have no service, AND it turns out I have to ship the wrong router back at my expense, then prove that I sent it, or I will be charged retail price for it, despite the fact that it's useless. I'm already getting emails from Vonage making that threat even though I don't have my correct router yet.

I hope things get better.

Posts: 2257

okanogan wrote:

I hope to be a happy customer soon. But so far I'm paying but no service. I signed up October 27. On October 28 I logged into the Vonage site and saw that their was both in and out calls on my account. I emailed CS but never got an answer or acknowledgment. After a week I got my router and it set up very easily. But when I called the number, I would get a FAX tone on the line. I could call out, but caller ID showed some 201 area code number. I emailed several times and was answered with unintelligent suggestions to reboot the router, clone the MAC address, etc.

After a few more daysw of trying to figure it out, a CS rep I finally reached by telephone checked the MAC address and discovered I was sent the wrong router and mine was being used somewhere in the 201 for a FAX line. The one I got has been shut off so I can't even call out on it now.

A new router is on the way - I might get it next Monday.

Meanwhile, I paid my money and still have no service, AND it turns out I have to ship the wrong router back at my expense, then prove that I sent it, or I will be charged retail price for it, despite the fact that it's useless. I'm already getting emails from Vonage making that threat even though I don't have my correct router yet.

I hope things get better.

I know it's too late for you on that one, though I would suggest a polite but quite firm call to Vonage CS with a (seemingly justifiable) demand for a month's credit.

In general, for the people who want to get Vonage, I'm recommending purchase of a unit at a local store and using retal activation. It just seems to work out better. I've lost a couple of free months on the deal, but I'd rather have a friend happy with me for recommending Vonage than a free month of service. Smile

Posts: 28 · Vonage Representative Joined: Nov 09, 2005 Posts: 28

here's a helpful hint from someone who knows..

call in and talk to a CS rep in the general dept, tell them your situation, and ask for a CREDIT on your account (they will most likely credit you $9.95) for the cost of shipping you had to pay for that **** device. you can even say you want to be credited for the 2+ weeks you've been without service and had to pay for it. (works every time)

shipping mistakes happen. they are in a transition period right now (literally) moving everything to the new location in Holmdel, from Edison. things are kinda hectic right now, but i'm sure everything will work out for you