Re: [Vonage] Bad customer service practices

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« [Vonage] Considering VOIP, some questions for you please

priller

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Gainesville, VA

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Re: [Vonage] Bad customer service practices

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.

permalink · 2004-12-30 14:17:37 ·

VoIPinPA

join:2004-11-07
Philadelphia, PA

Re: [Vonage] Bad customer service practices

"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.

permalink · 2004-12-30 14:30:43 ·

chrisbmoore join:2003-08-28 Frederick, MD	That's why it should not be charged until the 15 day period that you have to return it in has elapsed.
	permalink · 2004-12-30 16:04:28 ·

mahermusic join:2001-07-06 Chesterfield, NJ	Re: [Vonage] Bad customer service practices 15 days... that should give someone just enough time to close his/her credit card account and move on...
	permalink · 2004-12-30 16:13:09 ·

mnmark Go Johnnies Premium join:2004-06-29 Saint Paul, MN clubs: ·Vonage ·Comcast	Re: [Vonage] Bad customer service practices 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...
	permalink · 2004-12-30 16:18:19 ·

espaeth
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Minneapolis, MN

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Re: [Vonage] Bad customer service practices

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.

permalink · 2004-12-30 18:46:39 · Print ·

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