| [Other] Net2Phone/Sunrocket rebate feedback... Well, the time has come for all of us Sunrocket refugees to be past the original 3 month grace period and either billed by Net2phone or have more free months due to rebate.
My experience has not been a positive one. I wanted to share my experience and get feedback from others on how well their rebate went.
I filled out and faxed my rebate form on August 10th. Since I hadn't heard anything by August 20th, I called. The rep told me that they were really behind. But, he did tell me that my information had been received and everything was good. I would be hearing from them once they processed my rebate.
So, this weekend, I received my first "real" bill with no discount. I called Net2phone and was told that they never received my rebate request. The girl was polite and told me that if I resend my fax with an indication of when it was originally sent, that they would honor the rebate. I sent it (everything including the original fax cover page) out this morning and received a reply that they need proof that the fax was sent on that date.
Well, after much run around, they are not going to honor the rebate. I even pointed out in my call logs the phone call I made on the 20th to discuss this. They said if I can send a fax transmittal page proving it, that would work. Honestly, I told them that it could easily be forged, but I wasn't going to do that. Actually, the girl I spoke with over the weekend stated that they have hundreds of people claiming to have faxed the form, which Net2phone has no records of.
So, I've very disappointed with Net2Phone. The phone service has had a couple small quality problems, but overall was decent. I'm just frustrated that they turned out to be so dishonest. This is just such poor business. I've started making my exit plans.
BTW - I tend to be pretty thorough (borderline anal retentive at times) and have NEVER in my life missed getting a rebate, until now.
Any comments are welcome, or your experience.
Jim |
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Budman NCPremium
join:2002-11-17
Greenville, NC | Well, I'm sorry to hear your experience is bad.
I faxed mine in on 7-27-07. I never got a confirmation from them, so I sent it in again with an explanation on the cover sheet that this was the second time faxing this to them. Still no confirmation, no email, nothing from them. Then one day there was a credit listed on my account page for the dollar amount of 9 months.
If they didn't give me the credit/rebate, I'd leave them too.
Buddy |
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| reply to netscooby
Same story here, faxed on 7/31/2007.
Never heard anything from them and now they started to bill me.
Called them last week, they (billing supervisor, Rodger) asked me fax again all the documents, which I did.
Then I called them again yesterday, they told me they could not do anything about it because the rebate program was closed 3 weeks ago. I asked to talk to their Supervisor, "Rodger", but the lady told me "he just stepped out".
So I took 10 minutes to file a complaint with BBB.org, using their NJ address. BBB always solved my rebate issues, so I hope it will work this time too. |
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 voiploverPremium
join:2004-05-28
Portsmouth, NH | We faxed all of ours the last 2 days of the rebate. Some we faxed more than once because we weren't sure if they went through alright. Had a few busy signals but all rebates were accepted.
Lucky us!  |
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Reviews:
 ·Comcast
| reply to xtof
I am going through the same rebate BS with these guys right now. I called them because I got billed and now there telling me they never got the rebate form which I know we faxed! My Wife is looking through all her papers ate her office hoping to find the fax so we can resend it. If this does not go well we may be looking for another service.
Brian in MI |
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Reviews:
 ·net2phone
| reply to netscooby
We sent ours through the post office at the end of July. Both were eventually accepted for 12 months of service. We made copies just in case but there was no problem.
The Net2Phone service has been working very well for us, we have nothing to complain about.
Very sorry you & others are having problems with the rebates. It sounds like their fax machine wasn't working when it was needed most. |
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| reply to netscooby
I guess that's why I (instinctively, not deliberately) sent it via MAIL vs. fax. And had a delivery confirmation number added .
I've had so much trouble with rebates, I always make copies of everything, and do mail/delivery confirmation.
In this case, it all worked without a hitch FOR ME.
Sorry to hear others having problems. |
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| reply to sportsdadmi
said by sportsdadmi:I am going through the same rebate BS with these guys right now. I called them because I got billed and now there telling me they never got the rebate form which I know we faxed! My Wife is looking through all her papers ate her office hoping to find the fax so we can resend it. If this does not go well we may be looking for another service. Brian in MI Good luck to you! In case they give you the same canned answer even after re-sending everything, just file a complaint with BBB, it takes 10 minutes maximum to fill out the form and it's usually very effective: »complaint.bbb.org/ do a search on "net2phone" in NJ.
The more people complain, the best chance we have to get our money back. |
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| Do you guys think we can get a poll of how many people were actually cheated into switching to Net2Phone using SunRocket contract as bait?
If we can get enough people to establish foul intent, my layers will probably be interested in starting a class action lawsuit.
It's not going to make any of us rich, but it will make the VOIP space a bit more honest and me - happier on personal level.
Here is my story - got lured to Net2Phone mostly because I had really long prepaid remainder of the contract with SunRocket. Phone service was bad all along, but it was free... I mailed the requested information immediately and got worried after 2.5 months with no response. I called customer service and was served a very well read statement of "we did not receive it," which made me suspicious. The agent and I reached the agreement that I should send them by fax, which I immediately did, only to be served with another canned answer - "you are past the deadline, there's nothing we can do."
Three hours later I had a new VOIP provider, and my number transfer was completed last week. I called in to cancel and dutifully pay my $40 cancellation fee, which with the $22 for the fourth month (not used) makes quite nice monthly rate.
Two things really pop up:
- The prepared negative answers they had for my SunRocket rebate questions;
- Agent's enthusiastic suggestion to review my rebate submission again, after I asked for her name and number and the name and number of her supervisor who wouldn't speak to me.
So, now I have agent’s number, proof of my rebate eligibility, and the right on my side.
Any other takes in the fight for good? |
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| reply to netscooby
Well, just wanted to share my experience with you guyz. I too got ripped off. I made copies of everything, even the copy of my sunrocket account, that even has the date on it when i accessed my sunrocket account, which was 1 day after i signed up. they wouldn't accept this as proof. I asked them why else would i have saved all the documents if i didnt send it in. They said I should've sent via registered mail. If they told me to do that at the time i sent it in or if it was on the rebate form i would have. I have never not recieved a rebate in my life. Always send in right away, I called several times to check status but they couldn't tell me anything. Rarely reply to my emails, They dont want to honor the rebate but I will continue to call consistantly to see where it gets me. I feel I was lured in and ripped off. They even charged my card 40 bucks on the 1st month and it took a whole month just to get that refunded. I know for a fact the problem is on thier side but they will not admit it. They just keep giving me the run around. I will be filing a complaint with BBB if issue is not resolved soon. I want to know who else got ripped...if everyone comes forth I bet they will have no choice but to do the right thing and give us what they promised.....I am very disappointed in thier service.... |
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voiploverPremium
join:2004-05-28
Portsmouth, NH
2 edits | I know how rebates go, and I did talk to N2P before letting any of us sign up. We faxed all of our rebates on the last day. Some didn't go through right away and had to be re faxed, but all contained the info required. (Yes, I am claimming that not all of the faxes went through that day and had to be re sent).
If we meet the requirements for the rebates and did not get the rebate, then we would have been dealing with the CC company. Plain and simple.
N2P offered this plan with the hope that many would stay after the 12 month rebate is over. If they provide good service then many will stay and N2P will then have grown without the high expense that others like Vonage report per subscriber.
If I'm right, in order to claim the full rebate you had to provide evidence that:
12 months was left on the SR account,
The names matched,
911 requirements could be met,
and the paper work had to be in their hands by a certain date.
They weren't wasting any time verifying anything with SR, just that they received the complete paper work.
I'm sure some that never had SR service, sent in paper work and received the rebate. Again, N2P was just offering this deal to build up their business. I doubt it is worth their trouble to provide this, just to take advantage of a few.
Just my thoughts. |
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| Update...
I had filed my complaint with BBB. The response came back that I called multiple times, was rude, abusive and cussed the agents. Yes, I had to call multiple times in the process of trying to work things out - total of three. I never cussed the agents and was not rude, but I was stern and direct - major difference. More evidence of a very dishonest company.
Anyway, I called to cancel today. They informed me of the cancellation fee. When I informed them that I was BYOD, they said, okay, no cancellation fee. I told them that I want an email stating that the account is cancelled and there is no associated fee. They said they would send. Fifteen minutes later, nothing - called back, they assured me the email has been sent, waiting... |
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voiploverPremium
join:2004-05-28
Portsmouth, NH | Thanks for the info.
Again, all of our rebates were honored.
I don't agree with their (canned ???) BBB response, but then again I wasn't there.  |
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maziloFrom MaziloPremium
join:2002-05-30
Lilburn, GA
kudos:1 | reply to netscooby
Sorry to hear what had happened to you. For me, I am always please with FWD and/or any FREE/Open VoSPs I subscribe to. There is no need to worry about NLP nor any fees. If the service isn't good, I just reconfigure my device with other VoSP and end of the story with the VoSP in question. Simple life, no headaches, come/go as I wish, and yet free. Couldn't be better (no stress at all).
--
Mazi (UK Non-Geo Phone: +44-703-194-2574) |
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| reply to voiplover
said by voiplover:Thanks for the info. Again, all of our rebates were honored. I don't agree with their (canned ???) BBB response, but then again I wasn't there. Well, I do agree with you that they probably didn't do this to scam a few people. However, I believe that this has been poorly managed.
Keep in mind that they did tell me at one point, before the deadline, that they had received my information.
Anyway, think of how rebates are normally. They are done by third party companies, with little to lose, in hopes that they get a low turn rate. They also reject many for very minor flaws and even some that are completely legit. They are looking for the fast buck.
So, consider, was Net2Phone really interested in providing this rebate or was it just another sleazy rebate deal. Let's just say it was legit, for argument sake. If so, then why such a hassle for people that have a legitimate claim? They even confessed to me that they have many people (hundreds) with missing claims that state they had faxed in before the deadline.
When I faxed my papers in, again, after the deadline, I was told that everything is in order, except proof that it was originally faxed before the deadline. C'mon, I can't believe they are really sincere. I even told them that I could forge it, but won't. Makes me wonder how many actually did.
Honestly, I wonder if Net2Phone found the response just overwhelming and are looking at the dollars lost to free service. However, I think this negative publicity will cost more in the long run than the free service.
I don't use my phone much (maybe about 200 minutes a month including incoming). The cost couldn't have been much. Although I would have reduced my plan to the 500 minute plan at $14.99, I would have stayed after the rebate term, just as you had suggested. Instead, it cost them the porting fee, customer service time, BBB time, the phone usage and any other costs. My total paid to them was about $21.
Here are three places where they flat out lied: 1) The rebate - they told me they had my paper work before the deadline and later told me that they didn't. 2) They lied to BBB about how I handled the situation with their billing support. 3) They lied about sending me an email with the cancellation information.
This, to me, says this is a very dishonest company.
Just MHO |
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maziloFrom MaziloPremium
join:2002-05-30
Lilburn, GA
kudos:1 | Can you please tell us the rebate company that processed this rebate? This way, readers here may know and to avoid this rebate company. |
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voiploverPremium
join:2004-05-28
Portsmouth, NH | They (Net2Phone) processed them Inhouse.
Is all they had to do was verify the the paper work included the needed info and then credit the appropriate account for the number of months requested. They didn't have to do any verification because non was needed.
They did claim being backed up because more than the expected signed up, and the info supplied was often several pages long. |
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| FYI... I never did receive my cancellation email like Net2Phone promised would be sent. |
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| reply to netscooby
Well looks like BBB helped one more time! I haven't received a formal response yet but just got this email from net2phone; I'm glad that net2phone finally approved my rebate because so far I was happy with their service and I'm planning to stay with them after the rebate period.
So for those of you who did not receive your rebate, there is a good chance that n2p will eventually accept them.
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Dear Chris,
Net2Phone has submitted your rebate information for processing, the
difference in charges of $21.57 has been refunded to your credit card.
Thank you,
Ed
Customer Support
Net2Phone VoiceLine |
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Tk103
join:2007-11-30
Fort Wayne, IN | reply to voiplover
Retuned from vacation to find phone not working, N2P said charges were declined by CC, I use a Virtual CC with $1.06 monthly limit. They tried to tell me the rebate was rejected. After they found the notes in the account for 12 months of free service they re-adjusted my account. When they did this, they put me on a 29.99 rate plan so the taxes were higher and they CC got rejected again. I have nothing but problems with the quality of their VOIP service (Echo and chirps) and most of the time get a message saying “no routes found” when dialing a long distance number. Talked with tech support about issues but can not help. I also use GizmoProject with a PAP2 and no problems on that line at all. N2P is just piss poor service and CSR are just rude. Filed with BBB and CC for chargeback.
Background info: Former SR customer for 8 months, rock solid QOS with SR till they went down. Signed up with n2p on Aug 3, got the box on august 27. Nothing but problems since then. |
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