Terrible service (tech support, customer service, billing, shipping)

Posted Fri September 12, 2008 5:50 pm, by Mehul S. written to Vonage

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Vonage tried to win my business back recently but shipped me a wrong power supply with a refurbished modem. It took me over 1.5 hours on the call with tech support when I finally helped them troubleshoot the problem.

I was promptly sent a new upgraded modem which works at home now.

I was told that I should return the modem within 15 days to avoid being charged for it. I was also told that I would have to bear the shipping & handling cost - makes no sense to me. After arguing with them about this, they agrred to send me a return shipping label by email within 24 to 48 hours.

I have not yet received the return shipping label. I have called up at least 5 times to ask for this. Most customer services agents sympathize with me and told me that I would not be charged for the modem since it was not my mistake. 2 days ago, when I called to enquire about the label, I was told that I would be charged since the modem had not been return within 30 days but that I should call back to get an immediate refund.

I was charged cost of modem + shipping & handling + taxes ~ $65 today. When I called back to get a refund I was told that they cannot refund it to me till they get the modem back. I was also told by Mark Marales (employee # 55206) that I should pay the SHipping & Handling and it would be refunded to me. This clearly contradicts what I was told in my previous call. I am furious!!!!

I would like Vonage to immediately refund me the cost of the refurbished modem + $15 credit towards shipping & handling of defective modem to be returned within next 30 days + 6 months free service for the trouble I have gone through.

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Re: Terrible service (tech support, customer service, billing, shipping) by Amanda H. Posted Sat September 27, 2008 @ 6:41 PM Good luck with all that! They won't refund anything, they say you get the 1st month free, but in the long run, they charge you one way or another when you do quit services. Reply