I signed up for Vonage service on June 17. When I signed up for this service I was told on the website that it should take 4-7 days for shipment of my router. The web site also allows us to track our shipment with DHL via a tracking number. I looked up this tracking number on DHL. It showed "no shipment found."
On day 4 I called Vonage because I couldn't track my shipment. The customer rep looked into this and then told me that for some reason it was never shipped. He said he talked to his supervisor and that his supervisor would hand deliver and order for over night shipment to my residence.
At that time I told them that they dealt with the problem very efficiently and I was very pleased with the service. I was happy that I was going to get the shipment the next day.
The next day came and when, no router. I called them back the lady one the phone said that it had been shipped, and that I should be getting it anytime. I again said OK, I will wait another day. The next day, Thursay of the next week I think, I still had not received the shipment.
I called back, they then decided to reship the router to me. They again said it would be overnighted and I should get it on Saturday. I again agreed to the new shipment and would wait until Saturday.
Saturday came and went till no router. I call Saturday Night, Customer Care told me there was nothing they could do because the shipping office was closed, and that nothing could be done until the following Monday.
I called back the following Monday, day 10, I think. They told me that there was some problem that they couldn't figure out, but they would reship me the router again, and it would again be overnight shipment. I again agree to the overnight shipment. They told me that it should be there sometime Tuesady. Tuesday came and went, no router, I again call back.
I call back Tuesday around 11am. I talk to an individual named Omar in Customer care. He can't understand whats going on. He says that he will talk to a supervisor, and since I now have no phone that he will e-mail me with what is going on. I never get the e-mail.
I call back in a couple hours and get a rep named Angela William. So far she was the best rep I got. She was also lost to what was going on. She said she new someone in shipping and would go talk to them and get to the bottom of this issue. She said she would email me with a response. She did email, she said in the email that the person in shipping told her for sure that the shipment would be made that day and that I should recieve the shipment by the next day.
It is now Wednesday 12 days later and still have not recieved the router. I just called back tonight. They told me that the shipment wasn't made untill late yesterday and that my DHL tracking number would not work until after 12 midnight tomorrow. I informed them that if I did not get the router by tomorrow that I was cancelling my service. They really didn't seem to care to much.
I have told this story without referencing the horrible service provided. I was put on hold for 45 minutes at a time. Lied to, told my account would be credited for a free month, when it wasn't, told shipments were made when they weren't told they were tranferring me to a supervisor when they really transferred me to another rep. Sent to the wrong departments.
To this day I have no idea if my shipment has been made or what happened to cause this problem. I'm told that I'm not allowed to talk to the shipping department directly. They will not allow me to talk to a supervisor. I have paid for services that I am not recieving. I paid over 60 dollars on June 17, it is now June 30th, and I still have no phone.
Basically, I've paid for two weeks that I haven't been able to use. I don't call this good customer service, or a good company in general. I will be cancelling my account tomorrow, and would advise others to do the same
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