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PTB
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PostPosted: Sat Nov 12, 2005 2:03 am    Post subject: Vonage doesn't pay return charges!?! Reply with quote Back to top

Greetings All,

I'm a new Vonage customer whose been trying to setup Vonage.

My problem was that the phone works fine, but I could get no Internet Access. I called Customer Service 3 times - the latest being about 15 minutes ago. The 2nd time I called, after attempting to Ping Yahoo.com and Google.com websites without success (although we were able to ping the sites via their IP numbers), it was suggested that I replace my RTP300 router with another one.

They sent me another router, which I set up tonight and they want me to send the old router back OUT OF MY OWN POCKET!!

After installing the 2nd router, I was having the same problems and we went thru similar steps to try to resolve the issue. The only solution they could give me was to go to Network Settings, open up the Properties for my Ethernet connection, open the propertities for my TCP/IP connection, and to manually enter a Preferred and an Alternate DNS Server address.

I now have Internet connection AND phone service, but they want me to send this unit back also, again OUT OF MY OWN POCKET!!
They said they are not supposed to give out those DNS numbers and they want me to erase those numbers once I receive this 3rd rounter.

They promised that this would be the last time, but how can I be sure?

The sad part too is that I'm in New Jersey, about a 15 minute drive away from where the item is to be shipped, but they do not take walk ups.

Has anyone else experienced both the connection problems and their shipping return policies?

It does not seem fair for me to pay the bill for defective equipment.
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Steve48
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PostPosted: Sat Nov 12, 2005 10:41 am    Post subject: Reply with quote Back to top

Call customer service about the return shipping and ask to speak to a supervisor. Tell him/her what you've told us and be firm about it. You shouldn't have to pay. (It'll probably be easier if you're willing to settle for a credit on your account, but be firm about it either way.)

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Steve Gray
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Mr_Sorento
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Joined: Sep 19, 2005
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PostPosted: Sat Nov 12, 2005 10:41 am    Post subject: Reply with quote Back to top

Are they asking you to pay for it upfront, but then they'll give you a credit once they receive it???

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PTB
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PostPosted: Sat Nov 12, 2005 2:55 pm    Post subject: Reply with quote Back to top

No. I spoke with 2 customer service representatives and they both said that Vonage will not pay for the shipping.

Note: I sent the 1st unit back this morning and it cost me $4.83. It's not so much the money, but the princible.

I will definately call and ask to speak to a supervisor.
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Mr_Sorento
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PostPosted: Sat Nov 12, 2005 8:56 pm    Post subject: Reply with quote Back to top

Ummm, you mean principle. Smile I agree! This is the very thing I was speaking of in another thread I posted several days ago about Vonage getting cheap and stingy. I'm sorry to hear of your troubles and I completely agree that if something is wrong with the hardware they send you, then they should pay to have it returned back to them. Period! Definitely call and ask to speak to a Supervisor. That's absolutely ridiculous!!!

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ISP: Charter Cable - 30 Mbps Down / 4M Up

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blather
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PostPosted: Sat Nov 12, 2005 9:43 pm    Post subject: Return Policy Ridiculous Reply with quote Back to top

I've hit this, too--I now have 2 broken routers that have now been replaced, and was told by a Supervisor that there was a recent shift in policy. Amazing that they're willing to spoil a customer relationship over a few bucks.

I was give two e-mails to complain:tier1management@VONAGE.COM, ert@vonage.com; niether e-mail got through. Great service, huh?
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PTB
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PostPosted: Sat Nov 12, 2005 11:34 pm    Post subject: Reply with quote Back to top

Update:

I did call Customer Service and spoke with a supervisor named Pranav. I explained the situation and he gave me a $10.00 credit towards my 1st bill, which comes AFTER my first free month of service. The $10.00 is about what my returns would cost me (provided that I do not have any problems with the new router).

Still, big ups to Pranav for the credit.

question:
How much, if any of the Customer Service is outsourced to India?

I know the first 2 tech reps I spoke to were definately Indian, but when I made this last call, the 1st rep was an american (african or latino-american), and even Pranav sounded very American - most likely born in the U.S.

Still, if they are in or around Edison, NJ, it's possible that even the Indians from India are stateside as they have a huge population there.

Oh, and did I say princible, I meant pricipal! Very Happy
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reebok
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PostPosted: Sun Nov 13, 2005 8:21 am    Post subject: Reply with quote Back to top

pranav solanki is who originally solved a very annoying problem I had when I first got Vonage.
http://www.vonage-forum.com/ftopic1824.html
he is in NJ as that was before they outsourced to india.
as far as outsourcing, it seems like it depends on what button combination you hit. for instance, recently when I had an issue with the volume on the rtp300, some idiot in NJ disabled it and put the service back on my rt31p2 without ever telling me. so I was 99% sure it was unprovisioned on purpose, which = no dial tone. well hitting the no dialtone combination gives you india where you have to reboot 100 times, etc. but hitting some other combination, which I don't recall, gives you the US where the problem was quickly resolved. I don't think india can even see if your device is provisioned or not, or at least the guy I talked to wasn't willing to check. so it seems like the "simple" user-error problems (at least as far as Vonage defines it) are sent to india, whereas other issues are not.

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ColdGin
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PostPosted: Sun Nov 13, 2005 6:50 pm    Post subject: Reply with quote Back to top

I personally don't agree with this either - You shouldn't get shipped a device, have it turn it to be defective and have to ship it back on your own dime. However it is in the terms of service that the customer will pay all shipping charges for returns. As one customer exclaimed to me when I pointed this out:

"That's BS!"
"Well, ma'am that may be true. but it's BS you agreed to when you signed up."
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Mr_Sorento
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PostPosted: Sun Nov 13, 2005 8:00 pm    Post subject: Reply with quote Back to top

ColdGin,

Could you please point out which section in the Terms of Service you are referring to? I just re-read the TOS and the only section I saw referring to customer paying for shipping charges was dealing with Cancelling the service. There's nothing (that I could find) in the TOS that states if a device that Vonage sends to me doesn't work or has problems, then I'm responsible for shipping charges.

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-----------------------| --> Vonage V-Portal --> Phone line


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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.

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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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