chrisbmoore
join:2003-08-28
Frederick, MD
 ·Comcast
| [Vonage] Bad customer service practices
When Vonage determines that your device is defective, why do they charge you for the new device until they receive the old one back? They should not charge you for the new device until you fail to send back the old one in the amount of time allotted. It is really poor customer service to inconvenience customers by charging them for adapters they already paid for to begin with and can't afford to pay for a second time and then say "Well....you will get a credit when the old one comes back." Why also do they fail to tell you that by not allowing them to charge the new adapter, they will suspend your service and then charge you a bogus reactivation charge when you finally get it all ironed out? This is really poor customer service and so I just wanted all others to know that if your adapter goes bad, Vonage will RIP YOU OFF! BEWARE!!!!!!! |
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priller
join:2000-10-20
Gainesville, VA
 ·voip.ms
·Callcentric
·Vonage
·callwithus
| It's done to keep people from cheating them. Trick them into sending out a new ATA and never getting one back. While I'm sure it does not apply to you, there are people that would take advantage.
When our house was hit by lighting, it fried the ATA and a couple of other things. I called Vonage and they sent a new ATA the next day (charged me). I sent the old one back. They credited my credit card the very same day they recieved the old ATA.
IMHO, that was stellar customer service. |
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VoIPinPA
join:2004-11-07
Philadelphia, PA
| "Vonage will RIP YOU OFF!"???
So, they tell you that they will charge your card, and refund it when you return the bad ATA and that's a rip off? Interesting logic.
Let them charge your card and refund it in a few days--You can even time it with your billing cycle. It's just phone service...
I've had nothing but stellar customer service via phone or email. Take the original post with a huge grain of salt. |
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espaeth
Digital Plumber
Premium,MVM
join:2001-04-21
Minneapolis, MN
·voip.ms
·Vitelity VOIP
·Callcentric
·VoiceStick
·ViaTalk
·Comcast
 ·Embarq
| reply to chrisbmoore
said by chrisbmoore  :Why also do they fail to tell you that by not allowing them to charge the new adapter, they will suspend your service and then charge you a bogus reactivation charge when you finally get it all ironed out? Not allowing them to charge the adapter how? Calling up your credit card company and disputing the charge?
As far as cross-shipping charges, almost every company (VoIP or otherwise) does that. Companies usually offer you an option to send in your unit, and then have another one sent out afterwards at no charge. Vonage probably doesn't offer that because most people would not want to be without a phone for that long. |
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chrisbmoore
join:2003-08-28
Frederick, MD | reply to priller
That's why it should not be charged until the 15 day period that you have to return it in has elapsed. |
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mahermusic
join:2001-07-06
Chesterfield, NJ | 15 days... that should give someone just enough time to close his/her credit card account and move on... |
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mnmark
Go Johnnies
Premium
join:2004-06-29
Saint Paul, MN
clubs:
·Vonage
·Comcast
| reply to chrisbmoore
I spoke with Vonage just this morning about a rebate related problem. After calling the 866 number, I received a CS rep within *2 rings*!!!
I was taken back--knowing that any call to a support center usually results in hold time, I didn't have any of my paperwork in front of me when the guy picked up.
As for the service: he was a bit slow to open a ticket for me, and asked a bunch of questions more than once...but that's ok. I'd rather have a diligent employee double and/or triple check my story, rather than have them close the gaps by making stuff up.
Given all the different services I pay for, Vonage bumped their rating up to a "9" in my book today. |
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mnmark
Go Johnnies
Premium
join:2004-06-29
Saint Paul, MN
clubs:
·Vonage
·Comcast
| reply to mahermusic
said by mahermusic :15 days... that should give someone just enough time to close his/her credit card account and move on... Over a piece of Vonage hardware?!? Good lord, if someone wants to take that much effort to jack an device from Vonage, let 'em. It's not like they can take it anywhere else for service... |
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espaeth
Digital Plumber
Premium,MVM
join:2001-04-21
Minneapolis, MN
·voip.ms
·Vitelity VOIP
·Callcentric
·VoiceStick
·ViaTalk
·Comcast
·Embarq
| said by mnmark : said by mahermusic :15 days... that should give someone just enough time to close his/her credit card account and move on... Over a piece of Vonage hardware?!? Good lord, if someone wants to take that much effort to jack an device from Vonage, let 'em. It's not like they can take it anywhere else for service... I suspect it has less to do with the fear of theft, and more with their desire to get equipment back in a timely manner. They need to replenish their stock by turning over defective hardware to the manufacturer; too many "spare" units out in the field is a bad thing. If given the chance, most people would take their sweet time in getting the adapter back to Vonage after the problem is fixed. The charge (and subsequent credit) is motivation for the customer to expedite the process. |
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MotoVT
Vonage User Since Jan 2004
join:2002-12-03
Butler, PA
·Vonage
| reply to chrisbmoore
When I had to return my first two defective moto boxes, my account was indeed charged for the device. When Vonage received them, my account was credited back.
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Part time Vonage Phone Man.UNIDEN TRU8885 phone user.Netgear RP614v2 router. |
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