Vonage Complaint - Rebate Ripoff!!!
CHINO, CALIFORNIA -- Back in December 2006 I purchased a Vonage router at Best Buy with an offer of a $100 Best Buy Gift Card AND a $50 Rebate Check. I activated my service with Vonage on Friday, December 29, 2006 and by 4:00 p.m. that afternoon I made my first call.
Sometime in January I mailed in both rebate forms with ALL the necessary paperwork, UPC and MAC ID information. The Last Postmark dates for the rebates where February 15th and 28th, 2006. Again, I mailed it out in January so that should NOT be a problem.
In early May 2007 I received my $50 Rebate Check... GOOD.
In early June 2007 I received a postcard that my $100 Best Buy Gift Card was "declined"... BAD.
On June 6th, 2007 I called the Vonage Resubmit office at (800) 347-4017 and after a difficult time speaking with "Customer Care," I managed to get transferred to a Floor Supervisor. He managed to "resubmit" my rebate. It was an unbelievable challenge to get someone to help me. I was told by the initial person that she could do nothing about this and when I asked to be transferred to someone who could do something about it, she said she could NOT transfer me. It was only through my persistence that she finally transferred me to the Floor Supervisor. So we left off that I should give Vonage 4 to 6 weeks to mail out my $100 Best Buy Gift Card.
Six weeks later... no gift card.
Eight weeks later... no gift card.
10 weeks later... NOTHING.
On August 20th, 2007 I called the Vonage Resubmit office and again after fighting my way passed the initial "Customer Care" rep, I managed to get a hold of Luke, a Floor Supervisor. I had to retell my entire story and he looked in to the matter, and said, "I've ESCALATED this matter so would you please give us 3 weeks to get this taken cared of." FINE!!!
On September 21st, 2007 I called the Vonage Resubmit office, AGAIN, and after retelling my story to the "Customer Care" rep, and fighting my way to someone with higher authority I am transferred to John, a Floor Supervisor. Again I am told that "the matter would be ESCALATED!!!! Please allow 4 weeks for you rebate to be PROCESSED!!!!" NO, this time I ask to be transferred to someone above the Floor Supervisor, so I'm placed ON HOLD... and NO ONE ever picked up the line so after 20 minutes I hung up. RUDE!!! RUDE!!! RUDE!!!
On October 11th, 2007 I called the Vonage Resubmit office, AGAIN I HAVE TO RETELL MY STORY, GET PASSSED THE "CUSTOMER CARE" REP, GET TRANSFERED TO A FLOOR SUPERVISOR AND THIS TIME I ASKED TO SPEAK WITH HIS SUPERVISOR... "Please hold while I transfer you to my Floor Manager." Finally I speak with Martin I., Floor Manager (Employee # 49521) and he promises to "ESCALATE" this matter to Phillip, Account Manager. Please call us back in 10 days... "10 days," I said, "Yes," he said. "So call you back on October 18th?" I said. "Yes," he said.
On October 19th, AGAIN I called the Vonage Resubmit office,... get passed "Customer Care" who DID NOT want to transfer me, she DID NOT want to transfer me at all. She said, "I can't do that sir." TRANSFER ME. "I can't do that sir." TRANSFER ME NOW!!! So I get Jerry, a Floor Supervisor. I ask that he TRANSFER ME. "May I ask why?” he said. Here I go, with my story. So he says, "Sir, please give us 10 business days to wait for a response." GREAT, NOW IT'S 10 BUSINESS DAYS. SO CALL BACK BY OCTOBER 26TH. FOR WHAT????????
What am I calling back for? Why isn't my gift card in my possession 10 MONTHS LATER.
FORGET 10 BUSINESS DAYS, 10 BUSINESS DAYS HAVE TURNED OUT TO BE 10 MONTHS. 10 LONG AND RIDICULOUS MONTHS!!!!
October 29th, I called again. Spoke with Paula, Customer Care Rep (Employee #56553). Nothing has been done to my account, there are no notes of my previous conversations and she said she would kindly ESCALATE this matter.
Ridiculous, just ridiculous.