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mikebrown Posted:
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For wipe call
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Trafford Posted:
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diazou Posted:
Hello, It's
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software
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Hi all We have
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Av8rix Posted:
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Im trying to add
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Mr_Sorento
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 19, 2005
Posts: 122
Location: Illinois

PostPosted: Tue Nov 29, 2005 8:35 pm    Post subject: Reply with quote Back to top

Guys,

I've already stated this point in great detail in a previous post, and of course I know I'm preaching to the choir. Trowski, what you posted does not say anything about the customer being responsible for paying shipping charges to return defective equipment to Vonage. Instead, what you posted dealt with termination fees (not the case with this customer) and shipping and handling fees (such as when you received your equipment in the very beginning -- where we were all charged $9.95 on our credit cards for the equipment we got).
Plain and simple, Vonage is doing a HUGE disservice to all of its customers when there is a known, diagnosed problem with the telephone adapter and the only case is to replace it. Why should the customer be responsible for incurring this cost? Apparently, as has been mentioned elsewhere on this site, people (CS reps, Tech Support reps, and customers alike) have not always followed the rules and some customers discovered in the past that if they cried the "my equipment is faulty, I need a replacement sent" then they could get the newest and latest telephone adapter, basically for free. Well, Vonage got smart and said, "No more!". However, like everything else in life, the "putting the hammer down on everybody to solve a problem with a few" does not work and is not fair to all of the customers with legit problems. Perhaps if we all sent an email to Vonage detailing our gross unhappiness with this recent decision, they may be open to revise their position?

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

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


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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Tue Nov 29, 2005 8:46 pm    Post subject: Reply with quote Back to top

I think your basic position on this has been echoed by enough of us here that they're getting the message- if they care.

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Steve Gray
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Softwarek
New Forum Member
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Joined: Nov 29, 2005
Posts: 3

PostPosted: Tue Nov 29, 2005 9:11 pm    Post subject: update Reply with quote Back to top

the supervisor from Vonage called me at 9pm this evening.
i gave them the tracking number on the router
they crdeit me account for the shipping
and they are supposed to credit the money back to me bank account as soon as it arrives at the warehouse.well see in a couple of days when it arrives there.
moral of story talk to supervisor and dont give up til u get one on the phone
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Mr_Sorento
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 19, 2005
Posts: 122
Location: Illinois

PostPosted: Tue Nov 29, 2005 9:15 pm    Post subject: Reply with quote Back to top

AMEN!!! Go right up that chain of command and speak to someone who has authority!!! Not just someone who is reading a script off of a screen and repeating to you what they've been told by someone else. Way to go!!!!!

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

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


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

PostPosted: Wed Nov 30, 2005 7:41 am    Post subject: Reply with quote Back to top

Trowski wrote:
Did you ever look at the website there, bud?

Shipping & Returns

How do I return a product to Vonage?

To return a product, please contact Customer Care to obtain a Return Authorization (RA) number. If you are returning the Phone Adapter, please have the MAC address available. The MAC address is located on the bottom of the Phone Adapter.

The RA number must be written on the packing slip and on the outside of the box. Include your contact information with your name, address, phone number, and RA number inside the package.

Send the package to:

Vonage Customer Care
2147 Route 27
Edison, NJ 08817

Clearly write your RA number on the outside of the package.



This is the EXACT situation I have went through with each adapter I have returned. I only got them to pay for it once. They send an email with the RA number. And then they email you for the next two weeks reminding you that it needs to be sent.

So whether it is a faulty adapter or a return with cancellation, the process is the exactly the same. People being ignorant and saying they did not know what to do or did not know they had to return it are, IMHO, trying to get something for free...That is until they get hit with the $99 charge and bounce their account because they bought some sodas.

Do you REALLY think Vonage would tell you to just throw out the old adapter? Come on now. I have returned enough to know how it works.

As for sending mass emails to Vonage about it, go ahead. It may work also. But people playing dumb and not sending it back, then trying to get their overdraft fees back from Vonage because they could not manage their bank account is downright silly.

And now you can see he did press the issue, like he was told, and he got the credit back to him. Problem solved. So still want to send all of your emails to Vonage?

_________________
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clave665
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Joined: Nov 28, 2005
Posts: 70

PostPosted: Wed Nov 30, 2005 10:35 am    Post subject: Reply with quote Back to top

Again, it's simple. Send it back. Provide a tracking #. Vonage puts $$$ back on CC. It's hard to feel sorry for people who return items to a Company without doing it via a means that provides tracking.
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marineboy
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Joined: Nov 27, 2005
Posts: 7

PostPosted: Mon Dec 05, 2005 1:19 pm    Post subject: Reply with quote Back to top

Well boys and girls, it's back on again and the gloves are OFF!

After going to the time and expense of not only calling Vonage SEVERAL times to resolve the whole 'who pays for equipment returns' issues, I went ahead and sent the device to Vonage via USPS Priority WITH tracking on Nov 28.

My deadline was Dec 3rd before they threatened to charge me $99.95.

The package ARRIVED at the address Trowski posted on Nov 30 (I assumed he knew what he was talking about).

On the same day, whoever was at that location had the package forwarded to another address. I have no idea where at this time!
In the meantime though, guess what? Yep. They charged my credit card $99.95 on December 3rd.

NOW let's see how many calls it takes to get this resolved.
I've never had so much frustration in my life in dealing with one company.

As soon as this is done, I'm outta here! This company is terrible.

My advice is to change the credit card information you have on their file as they will go ahead and charge it 'willy nilly' without just cause.

Good luck with Vonage everyone. You'll need it!
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j-card
Vonage Forum Senior
Vonage Forum Senior


Joined: Nov 23, 2005
Posts: 119
Location: Victoria, British Columbia, Canada

PostPosted: Mon Dec 05, 2005 1:32 pm    Post subject: Is there an online illerterate to literate translator... Reply with quote Back to top

Twisted Evil
clave665 wrote:
Vonage doesn't pay for return shipping. Used to. Used to send return labels. Doesn't any more. MANY people were promised labels, waited for them, didn't (and won't) get them and then got CC charges cuz the rtrs were late in returning and Vonage automatically bills.

BUT, if you show tracking evidence of a return date to Vonage anywhere near the 30 day return limit, they almost always put the $$$ back on yer CC.


Ok, as a nineteen year old, who failed every single high school english class at least once, and am still working on my grade 12 english [yet I can pass every other class with honors and awards...?] I can still write more coherantly than a few posters on this forum, especially this thread! Take the time to write it out, it doesn't make you look cooler to use all the 'web savvy' acronims, it just pisses people off and makes you look stupid!

Twisted Evil

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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Mon Dec 05, 2005 1:37 pm    Post subject: Reply with quote Back to top

marineboy wrote:

As soon as this is done, I'm outta here! This company is terrible.

My advice is to change the credit card information you have on their file as they will go ahead and charge it 'willy nilly' without just cause.

Good luck with Vonage everyone. You'll need it!


Wow, in my 10 months onboard w/Vonage, never once did I get a "Willy-Nilly" charge on my credit card. My lucks been great with Vonage, as I'm sure LOTS of other people's has been. Sounds like a "flame and run" attack. POTS will be happy of your return.

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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


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

PostPosted: Mon Dec 05, 2005 1:37 pm    Post subject: Reply with quote Back to top

marineboy wrote:
Well boys and girls, it's back on again and the gloves are OFF!

After going to the time and expense of not only calling Vonage SEVERAL times to resolve the whole 'who pays for equipment returns' issues, I went ahead and sent the device to Vonage via USPS Priority WITH tracking on Nov 28.

My deadline was Dec 3rd before they threatened to charge me $99.95.

The package ARRIVED at the address Trowski posted on Nov 30 (I assumed he knew what he was talking about).

On the same day, whoever was at that location had the package forwarded to another address. I have no idea where at this time!
In the meantime though, guess what? Yep. They charged my credit card $99.95 on December 3rd.

NOW let's see how many calls it takes to get this resolved.
I've never had so much frustration in my life in dealing with one company.

As soon as this is done, I'm outta here! This company is terrible.

My advice is to change the credit card information you have on their file as they will go ahead and charge it 'willy nilly' without just cause.

Good luck with Vonage everyone. You'll need it!


Word to the wise, don't sit on it until last minute then blame company policy, or feign ignorance.

_________________
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