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septic22
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PostPosted: Mon Dec 12, 2005 5:34 pm    Post subject: Router upgrade for existing users. Poor handling? Reply with quote Back to top

Has anyone had any luck in persuading Vonage to upgrade their router without going the retail route? Am I alone in being a little upset that they want me to pay 120 bucks for a router they offer for 20 bucks to new customers? I've been a customer for over a year and have the old Motorola router. I need wireless access at home so I'm stuck with 2 routers downstream of my modem which occassionally causes technical issues with headset chats etc. The bottom line is I'd like one router which is Vonage and wireless compatible. ie the Linksys WRTP 54G. They are absolutely no help in upgrading harware other than saying "go out and buy one cheapskate" Would it not be cheaper to cancel my service and then reapply? (saving myself 100 bucks on the router should offset the other charges). Am I being too much of a cheapskate? I'm not asking for complete charity and I understand the cheap prices are to lure in new customers but I don't think it should be at the cost of shafting us loyal existing customers. Hmmmm, very disappointed with them.
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ColdGin
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PostPosted: Mon Dec 12, 2005 6:26 pm    Post subject: Reply with quote Back to top

Go out and buy one cheapskate -

the manufacturer of my car came out with a newer version, but I went to the dealer and asked if I could trade my beater in for that shiny new one, but for some reason he wanted me to give him money.
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reebok
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PostPosted: Mon Dec 12, 2005 6:34 pm    Post subject: Reply with quote Back to top

I agree. it's like cell phones. new customers get a great one and the loyal customer is stuck paying full price.
as fa as cancelling though, I'd read the fine print first. I believe you have to wait 90 days to resignup as a new customer.

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scerruti
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PostPosted: Mon Dec 12, 2005 7:04 pm    Post subject: Reply with quote Back to top

It is a simple business decision. It costs them > $100 in advertising etc. to gain each new customer, but it doesn't cost anything to keep one.

I am sure that if competition ever gets to the point where it is with mobile phones where it is relatively painless to switch carriers then Vonage will introduce a retention program involving adapter upgrades. Until Vonage starts losing a significant number of customers to churn it would make very little business sense to offer router upgrades.

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septic22
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PostPosted: Mon Dec 12, 2005 7:53 pm    Post subject: trade-in Reply with quote Back to top

in response to coldgin, i would absolutely expect some trade-in value for my old car toward a new one! i know there's an element of cheapskate here and i agree with the lack of competition statement but customer retention represents long-term success (even for auto companies, many of which have discounts for existing/returning customers). Being as disappointed as I am with Vonage's response, I have now gone from loyal, happy customer to netutral best-deal oriented customer and if that ends up being representative then it's bad business for Vonage. Even a small discount would be a nice gesture!
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NateHoy
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PostPosted: Mon Dec 12, 2005 8:46 pm    Post subject: Re: Router upgrade for existing users. Poor handling? Reply with quote Back to top

septic22 wrote:
The bottom line is I'd like one router which is Vonage and wireless compatible. ie the Linksys WRTP 54G. They are absolutely no help in upgrading harware other than saying "go out and buy one cheapskate"


Trust me on this one, you don't want to have a WRTP54G, and I seriously advise you to stop looking into a combined Wired/Wireless/Vonage device. I ran a WRTP54G months and was happy, but after the 1.00.5x upgrades, it pretty much sucked as a router. Great Vonage device, once you put it behind something better and turn off enough features so it can do Vonage properly. But, as a router? No thank you, Mister Man.

For $50-75, you can go out and get a REAL Linksys router, the WRT54G (if you can find a pre-V5 version, see www.linksysinfo.org for details), and put your Vonage adapter and the rest of your network behind that.

I'd never spend actual money to "upgrade" to a WRTP54G. Spend a few extra bucks and get yourself a real router. The WRT54G will cost you between $50 and $75 and, trust me, you won't regret the extra expense if you knew what you were getting yourself into with the WRTP54G.

Take it from someone who has walked this path, you do NOT want to go there!

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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slypher
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PostPosted: Tue Dec 13, 2005 8:17 pm    Post subject: Reply with quote Back to top

LOL has anyone looked at the warranty on the Vonage routers / phone adapters? they have a 30 day LIMITED warranty...they put limited on a 30 day warranty, now thats funny!
Unless your router busts on the 31st day, then not very funny


Device Warranty Statement

Phone Adapters provided with Vonage Service in the United States from Vonage carry a 30 day limited warranty. Within the first 30 days, upon customer request and if the original Vonage-provided Phone Adapter malfunctions, a new Phone Adapter will be sent to the customer and the customer shall be billed for that new Phone Adapter. Upon return of the original Phone Adapter and after the device has been tested to ensure the device malfunctioned and was not broken, the customer shall be refunded the cost of the new Phone Adapter. After the initial 30 days, customers will not receive a refund for any replacement Phone Adapters.

Cable/DSL Routers provided with Vonage Service in the United States from Vonage carry a 30 day limited warranty. Within the first 30 days, upon customer request and if the original Vonage-provided Cable/DSL Router malfunctions, a new Cable/DSL Router will be sent to the customer and the customer shall be billed for that new Cable/DSL Router. Upon return of the original Cable/DSL Router and after the device has been tested to ensure the device malfunctioned and was not broken, the customer shall be refunded the cost of the new Cable/DSL Router. After the initial 30 days, please contact your system manufacturer for further details for Cable/DSL Routers.

For warranty service, please contact Vonage Customer Care:

Vonage Customer Care
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Edison, NJ 08817
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jnuzzi
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Joined: Feb 02, 2005
Posts: 216
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PostPosted: Wed Dec 14, 2005 9:18 am    Post subject: Reply with quote Back to top

I am not sure what they classify as a "Cable/DSL Router" but it does state:
Quote:
After the initial 30 days, please contact your system manufacturer for further details for Cable/DSL Routers.

And I have had my WRT54GP2 replaced twice by Linksys already. Lol

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ISP: Brighthouse/RoadRunner - 7M/512k
Hardware: WRT54GP2
Phone: Uniden TRU8866

Vonage User Since: June 2, 2004
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septic22
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PostPosted: Wed Dec 14, 2005 10:33 am    Post subject: Wi-Fi phone - same problem! Reply with quote Back to top

Ok, so I appreciate the advice on a crappy router and will steer clear of it. The original point of my post was the best way to get to just one wireless routing device and still incorporate Vonage. I'm reading engadget.com yeterday and it mentions the new F1000 WiFi phone that's Vonage compatible and will work anywhere with wireless access. Problem solved in theory. I keep my existing Linksys wireless router (working very well for me) and use a WiFi phone, negating the need for a Vonage router at all. The phone goes for 80 bucks to new customers and again we existing customers get shafted paying 160 bucks minimum from anywhere we can find it. Which takes me back to poor customer management by Vonage blah blah blah. Just knock it down to 100 or 120 for us and allow us to buy it from the site. Some gesture would be nice! tell me what you think, I still need to know if I'm alone in thinking this!
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jnuzzi
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PostPosted: Wed Dec 14, 2005 11:19 am    Post subject: Reply with quote Back to top

FWIW, I did read somewhere (either on this forum or in an email that I received from Vonage) that they will offer this "upgrade" type option at some point "in the near future". Again, take this at face value as I have heard that ACR is "coming soon" since I signed up.

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Jim

ISP: Brighthouse/RoadRunner - 7M/512k
Hardware: WRT54GP2
Phone: Uniden TRU8866

Vonage User Since: June 2, 2004
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