I got a call today - only because Qwest hasn't completed the transfer of my phone number - from Vonage Customer Care. I happened to be downstairs so I could answer the phone on the ONLY PHONE that works in my house. This is so absolutely convenient for an 8-mo. pregnant mom of two small children.
ANYWAY, she got my email (the same as the post below) and apologized for the inconvenience. Protocol. She told me that she'd make a note on my account and give me her personal contact information - advising me to speak to NO ONE ELSE about this (hmmm..wonder why?). She told me that if the transfer of my new number took too long to call her and arrange to have all of my money refunded.
In order for me to transfer my old number back to my old carrier, I'd have to go 3 weeks without phone/DSL service. Does that sound feasible?? I reiterated that I had to call my carrier (Qwest) and get a NEW phone number because I am a living human being with children, a husband and a life (okay, I exaggerate on the life part) - phone services are essential. I have an online business, internet connection is ESSENTIAL for me.
So...yada yada...she assured me that they would do what they are contractually under obligation to do (refund my money). Here's the funny part. When I originally called to ask about the service, "Jill" told me that all of the money charged for shipping ($14.99) went directly to DHL - the shipping carrier. They did not profit from that money. I ship things all week - since when does a 2 pound box cost $15 to ship ground??
Now, this gal that called (Joyce) told me that she would credit my account $5.00, the cost of shipping to return the items to Vonage. She said it would only cost $4-5 maximum. Right. That's so sweet of her. What happened to the $14.99??
I also told her that I talked to THREE Vonage employees and went over my current DSL setup with them. They all assured me there would be no problem. I told her that they need to notify people before they sign up of this issue - I mean, it's a BIG issue!
Let me say this clearly. If your DSL comes through your phone line - through the phone jack in the wall to your modem - then Vonage will NOT WORK FOR YOU.
When you transfer your phone number to Vonage, they take the number and they cancel any services you had connected to that phone number, including DSL. So they take your number and you have no DSL to even use their service. You are left with nothing - dead air space. NOTHING. They need to tell potential customers about this - their customer & tech support had NO idea. She said that they "try" to inform people. Funny, no one ever tried to inform me!
Here's another issue - I understand that many large companies use foreign phone centers to answer their calls. The Vonage customer service center is based out of the Phillipines. They're great people, very nice, as helpful as they can be - but I had a hard time understanding them. I thought I'd mention it because a lot of people have major issues with shipping US work out of country. I'm not here to debate that - I honestly don't have time to take on that issue, maybe someday when I'm retired. :)
Wednesday, January 31, 2007
My Vonage Experience
Before this happens to you, please read my experience and save yourself the frustration.
About three weeks ago I called Vonage customer service center to ask questions about Vonage service and to see if it would work for our family. I talked to Jill in the service department. I asked her questions about the service, billing, etc., but most importantly I asked her specifically if the service would work with our current setup with Qwest. My concern was that our DSL comes through our main phone line, through our wall jack. I wasn’t sure how that would work. Jill assured me, verbatim, that "Congratulations, Vonage works seamlessly with Qwest."
I signed up online within a few days, authorizing the transfer of my existing phone number. I felt confident because Jill had assured me all would be well.
I received the Vonage startup kit within a few days and, because of our current DSL setup, wasn’t sure how to set it up. The instructions didn’t really cover my current setup. I found that odd because of her reassurance of how Qwest worked "seamlessly". I had to call technical support. Initially I was connected with a support technician who told me that I did not need the connection from my phone wall-jack to my modem. I tried to explain that that is how we get our DSL. If I disconnect the wall jack from the modem, I would have no DSL and nothing would work. Again he told me we didn’t need it. As I tried to explain to him why we did need it, I was disconnected.
I then called back and spoke with Christopher Flores in technical support. He walked me through the setup. I told him what the previous tech had told me, and Christopher apologized for the previous tech, and we carried on. He was able to get the phone connected to my Vonage line working. He was very helpful.
At the end of the call I asked him what would happen when the phone number transferred. He didn’t understand what my concern was.
Today my phone number transferred. My computer is in our downstairs office where there is a phone connected through the Vonage line. I heard that phone ring, and realized the transfer had completed, but now how do I make all of the phones in my house work? THIS is what my original concern was that Jill had told me would be just fine. She said once the number transferred, all phone lines would be populated.
Again, I called customer support. She told me to disconnect the phone lines from my phone box. I told her that if I did that, my DSL wouldn’t work. After a long pause she told me that Vonage would NOT work with my current setup because my phone line is what brings my DSL into my home. She transferred me to customer care to cancel my Vonage account – the one I had never used.
Now, it has been two weeks since I signed up with Vonage. That’s how long it took to transfer my phone number from Qwest to Vonage. I only have 30 days to cancel this service. If I cancel it today, I am without phone or internet service until the number transfers back, which Qwest says can take up to three weeks. That would mean that I would miss the deadline for canceling Vonage and getting my money back. So, what’s my alternative? I have to get an entirely new phone number with Qwest so that I’ll make that 30 day deadline with Vonage, and also so I won’t lose my phone and DSL service for two weeks while they process the transfer. I can’t even use dial-up as a backup because I’ll have no phone service.
Keep in mind, Vonage has ordered a transfer of the phone number that also carries my DSL line. They’ve cancelled my DSL, therefore making their service inoperable once Qwest completes the transfer sometime today.
Thank you Vonage. I will be spreading the word...once my new number is connected.
About three weeks ago I called Vonage customer service center to ask questions about Vonage service and to see if it would work for our family. I talked to Jill in the service department. I asked her questions about the service, billing, etc., but most importantly I asked her specifically if the service would work with our current setup with Qwest. My concern was that our DSL comes through our main phone line, through our wall jack. I wasn’t sure how that would work. Jill assured me, verbatim, that "Congratulations, Vonage works seamlessly with Qwest."
I signed up online within a few days, authorizing the transfer of my existing phone number. I felt confident because Jill had assured me all would be well.
I received the Vonage startup kit within a few days and, because of our current DSL setup, wasn’t sure how to set it up. The instructions didn’t really cover my current setup. I found that odd because of her reassurance of how Qwest worked "seamlessly". I had to call technical support. Initially I was connected with a support technician who told me that I did not need the connection from my phone wall-jack to my modem. I tried to explain that that is how we get our DSL. If I disconnect the wall jack from the modem, I would have no DSL and nothing would work. Again he told me we didn’t need it. As I tried to explain to him why we did need it, I was disconnected.
I then called back and spoke with Christopher Flores in technical support. He walked me through the setup. I told him what the previous tech had told me, and Christopher apologized for the previous tech, and we carried on. He was able to get the phone connected to my Vonage line working. He was very helpful.
At the end of the call I asked him what would happen when the phone number transferred. He didn’t understand what my concern was.
Today my phone number transferred. My computer is in our downstairs office where there is a phone connected through the Vonage line. I heard that phone ring, and realized the transfer had completed, but now how do I make all of the phones in my house work? THIS is what my original concern was that Jill had told me would be just fine. She said once the number transferred, all phone lines would be populated.
Again, I called customer support. She told me to disconnect the phone lines from my phone box. I told her that if I did that, my DSL wouldn’t work. After a long pause she told me that Vonage would NOT work with my current setup because my phone line is what brings my DSL into my home. She transferred me to customer care to cancel my Vonage account – the one I had never used.
Now, it has been two weeks since I signed up with Vonage. That’s how long it took to transfer my phone number from Qwest to Vonage. I only have 30 days to cancel this service. If I cancel it today, I am without phone or internet service until the number transfers back, which Qwest says can take up to three weeks. That would mean that I would miss the deadline for canceling Vonage and getting my money back. So, what’s my alternative? I have to get an entirely new phone number with Qwest so that I’ll make that 30 day deadline with Vonage, and also so I won’t lose my phone and DSL service for two weeks while they process the transfer. I can’t even use dial-up as a backup because I’ll have no phone service.
Keep in mind, Vonage has ordered a transfer of the phone number that also carries my DSL line. They’ve cancelled my DSL, therefore making their service inoperable once Qwest completes the transfer sometime today.
Thank you Vonage. I will be spreading the word...once my new number is connected.
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