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msmelisa
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Joined: Dec 13, 2005
Posts: 2
Location: Somerset, KY

PostPosted: Tue Dec 13, 2005 1:39 pm    Post subject: Shipping issues Reply with quote Back to top

Hello, I am new to Vonage. I do not yet have my equipment, and am already having major issues!
I have emailed Vonage several times, with NO answer to the more than 5 emails I've sent, I have also called customer service 3 times to ask about this, each time just being hung up on, with NO resolution to the issue.

I placed my Vonage order on December 7th, and paid a total of $40.84. I was told that my equipment would be shipped the next day and that it was comming from New Jersey and would take 5 days to arrive, being shipped through DHL shipping carrier.

The payment came out of my bank account the VERY next day, and yet, my equipment still has NOT been shipped. I understand that sundays do not count, so basically it has been 6 days since my order has been placed and nothing has been shipped to me, no emails have been answered, and I get hung up on when I call.
I have even asked for a supervisor when I've called, to only be hung up on then as well.

What am I supposed to do? I do not want to cancel, because I've heard good things about this company, plus there is only one phone company in my area, and they want 200 up front just for local service, and it takes about a month to start service.

I am REALLY frustrated and don't know what to do right now, can someone please give me some suggestions on what I should do?

Thanks, Melisa

[ADMIN EDIT TITLE: "Newbie with MAJOR issues & questions!!!" IS TO VAGUE]
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Dec 13, 2005 1:46 pm    Post subject: Reply with quote Back to top

Call 888-250-1799 and tell them what is going on. Sometimes though the shipping information in the dashboard is not updated.

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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Tue Dec 13, 2005 1:52 pm    Post subject: Re: Newbie with MAJOR issues & questions!!! Reply with quote Back to top

msmelisa wrote:
Hello, I am new to Vonage. I do not yet have my equipment, and am already having major issues!
I have emailed Vonage several times, with NO answer to the more than 5 emails I've sent, I have also called customer service 3 times to ask about this, each time just being hung up on, with NO resolution to the issue.

I placed my Vonage order on December 7th, and paid a total of $40.84. I was told that my equipment would be shipped the next day and that it was comming from New Jersey and would take 5 days to arrive, being shipped through DHL shipping carrier.

The payment came out of my bank account the VERY next day, and yet, my equipment still has NOT been shipped. I understand that sundays do not count, so basically it has been 6 days since my order has been placed and nothing has been shipped to me, no emails have been answered, and I get hung up on when I call.
I have even asked for a supervisor when I've called, to only be hung up on then as well.

What am I supposed to do? I do not want to cancel, because I've heard good things about this company, plus there is only one phone company in my area, and they want 200 up front just for local service, and it takes about a month to start service.

I am REALLY frustrated and don't know what to do right now, can someone please give me some suggestions on what I should do?

Thanks, Melisa


Ouch.

First, in general, having Vonage ship you the adapter seems to cause problems in a few cases. They just can't get their whole shipping act together smoothly yet. If someone new reads this, I'd recommend buying something at the store and using retail activation. Much faster gratification, and you are sure to get the device delivered on time, since you're taking it home. Wink

However, this device doesn't help you, as you've already shelled out money, and are expecting the shipment. If you are being hung up on, then try the CS number one last time.

If no results are forthcoming from that, then call CS back and follow the menu options to cancel your service. You should get routed to a "customer retention specialist" who knows that you are serious about cancellation, and you may have better results.

_________________
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)
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Tue Dec 13, 2005 2:02 pm    Post subject: Reply with quote Back to top

Oh, and one more point... If you ordered it on the 7th, then 5 days traditionally means 5 business days. Saturday and Sunday are not business days. So, your package was technically promised for tomorrow (the 14th).

So, don't give up hope that the package was actually sent, and is enroute, and will arrive on time tomorrow. Of course, I agree that Vonage should be able to TELL you this, and give you a tracking number, and it's a shame that they are not.

But, if it was shipped, and it isn't in by Thursday, then your package is genuinely late. If it arrives tomorrow, then it's on time. Today? it isn't technically "late" yet, in fact if the truck pulls up today it'll be early...

_________________
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msmelisa
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Joined: Dec 13, 2005
Posts: 2
Location: Somerset, KY

PostPosted: Tue Dec 13, 2005 2:36 pm    Post subject: Reply with quote Back to top

I will try to call that number again later after my cell phone is charged up.
I am just really upset, because I DO have a dhl shipping/tracking number, it is saying that the tracking number isn't valid.
I have called dhl and given them my address and the shipping number, they said the number is no good, but that they have NOTHING on record for being shipped to this address (and we checked my old one as well just in case)

The only problem about canceling, is that if I do, I will get charged a 39.99 cancelation fee (for canceling within the first year) PLUS the 69.99 for the cost of the equipment which I got for free due to the instant rebate.

I will try to call again tonight if no luck, I will cancel, and then tell my bank to put a stop on any charges from this company with the reason of services not rendered after paid for.
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Dec 13, 2005 2:42 pm    Post subject: Reply with quote Back to top

You don't have to actually cancel, it is usually the threat that gets a response.

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anth0ny313
Vonage Forum Associate
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Joined: Dec 09, 2005
Posts: 14
Location: Idaho

PostPosted: Tue Dec 13, 2005 3:33 pm    Post subject: Reply with quote Back to top

I'm having the same problem, Melisa. Sad

I made a post about it a few days ago.

I ordered Vonage December 5th and paid for overnight shipping so it would be here the next day.

It's now December 13th and still nothing, my order still says "processing" and my dhl reference number says no shipments found aswell.

Ive also emailed 4 times now, and called about 6 times.

On the 6th call the guy finally said "shippments are a little backed up but it should be there by wednesday".

I've been told different stories each call though, so I dont know what to believe, I am very frustrated and would just like my equipment. Sad
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j-card
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Joined: Nov 23, 2005
Posts: 119
Location: Victoria, British Columbia, Canada

PostPosted: Tue Dec 13, 2005 4:05 pm    Post subject: The Cancellation threat Reply with quote Back to top

Call in as if you actually want to cancel. If you complain first, they know that you wont cancel, so just say you want to cancel your service when you get to a rep. When they ask why, tell them that you have recieved porr service, your equipment hasn't even been shipped. That should get some results!

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Talk4Cheap
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Joined: Oct 21, 2005
Posts: 60
Location: Tennessee

PostPosted: Tue Dec 13, 2005 4:11 pm    Post subject: Shipping Reply with quote Back to top

I ordered mine and had them send it to me and it was here within 5 days. I just referred someone that ordered on Sunday (11th) and has the tracking # in DHL as of Monday (12th). He should get his Thursday or Friday at the latest.

I don't know if I was just lucky, or you were just unlucky, but I thought the shipping was pretty fast.
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anth0ny313
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Joined: Dec 09, 2005
Posts: 14
Location: Idaho

PostPosted: Tue Dec 13, 2005 4:19 pm    Post subject: Reply with quote Back to top

Haha finally.

I just called and talked about canceling and such.

The guy on the phone made my order go through and guaranteed that it will be here Thursday morning

He said that if for some reason it isnt here to call him back, he gave a direct number to him.

He also took 10 dollars off and upgraded my phone adapter to a better model. Cool

Things look okay for now, so hopefully all goes well and it actually arrives like he said.

I shall post when I receive it.....or when I dont receive it, if thats the case Lol
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

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.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

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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