Vonage Sends 14 New Modems To Replace Customer's Broken One
My Linh's Vonage modem stopped working, so she called to request a replacement under the terms of her service agreement. Vonage was happy to oblige. So happy, in fact, that they sent her 14 modems instead of one via UPS—but then couldn't figure out how to get UPS to come pick them up again. Hey, they do VOIP, not logistics.
Here's the first half of My Linh's story:
October 15, 2009
So the other day, my Vonage phone stopped working, and I was forced to call India. A very nice customer service rep in India named "Susie" declared that my Vonage device (modem) was no longer working and said she would issue me a new one that I would receive in a few days. Mind you, the Vonage device looks exactly like your typical modem in that it's about the size of a large old-school discman/walkman. Today UPS dropped off a box from Vonage about the size an office printer. It weighed a ton. I was a bit confused until I opened the box and found it contained 14 (fourteen) Vonage devices. I only have 1 phone.
The Vonage people were so perplexed they actually transferred me to a Vonage rep in the United States. Yippee! I spoke to an American, but even he was perplexed. I have no idea how many times I said, "Yes, you heard me right. I received 14 boxes!" He has to call me back later to tell me how to send everything back. I feel that if they sent UPS to my door to drop off this mess, they should send UPS back to my house to pick it up.
If that doesn't work out, I have alternative plans. One of my co-workers suggested I sell the remaining modems on eBay. Another suggested I buy a big trench coat with lots of inside pockets and sell the modems while standing outside the Metro stations next time I'm in DC. I could sell modems and fake Rolexes.
Normally, this would be the end of the funny shipping mistake story. But Vonage doesn't want to pay the $4 fee to have UPS come pick up the extra modems; they want My Linh to drive them to UPS instead. They're offering her $20 to cover her time, printer ink, and scotch tape, but why should she have to deal with the problem at all?
October 20, 2009
So it's Part Deux of my Vonage saga. When we last left off, boys and girls, I had been inadvertently sent 14 Vonage devices instead of the one device she needed to replace her faulty device. The devices are "free" for the duration of your contract. The package arrived in a large cardboard carton with a shipping label that said 20.3 pounds. Inside were 14 individual boxes. Remember, I only have one phone, and thus need just one device.
After speaking to no fewer than 3 Vonage support technicians and repeating the words, "Yes, you heard me correctly. I received 14." over and over again, I finally received a call from a nice young woman who said she would issue me a (note the singular) return label for UPS and would call me the next day once she figured out how to arrange UPS pickup at my house. I repeatedly stressed that:
a) I do not want to be charged for shipping; and
b) I do not want to lug a 20 pound box of equipment to my nearest UPS drop site.
So what did they do? They emailed 14 return labels. And never called me again.
Well that was last Thursday. Today is Tuesday. And I still have 13 unwanted Vonage devices in a box in my living room. So once again, I did the right thing and called Vonage. A new customer support specialist as appalled, appalled! that I had received 14 devices. So she conference called UPS to see about pick up. And after an hour on the phone, here is what we learned:
1) Each of the 14 return labels that Vonage sent me is marked "3 pounds." But because the carton actually weighs closer to 20 pounds, I cannot send the modems back in the original carton using any of the return labels.
2) Vonage is "unable" to reissue me a return label that says "20 pounds" because they have never had a customer have to return 13 modems at once (14 - 1 = 13). This despite the fact that they were able to issue an original shipping label that said 20 pounds when they sent it to my house in the first place.
3) I now have to print out 13 individual labels and tape them to the 13 individual modem boxes to ship back via UPS.
4) Vonage has "no way" of paying a $4 corporate pick up charge to have UPS come to my house.
5) Instead, Vonage is only able to issue me a $20 credit to my account. And I have to fork over my credit card number so that UPS can bill me $10.50 for a residential pick up charge. That $20 credit is expected to cover the cost of the pick up charge as well as my "inconvenience" and scotch tape (I admit I got snarky with the Vonage woman and complained about the low levels of scotch tape in my home). I have not yet authorized payment to UPS on my credit card.
6) When I said UPS can pick it up at any time; I'll leave the devices outside my door if I go out, the Vonage woman flipped out and said, "You can't do that! Each one is worth $80!" Oh really? Maybe you should have thought about that when you sent me 13 that I don't need! (13 x $80 = $1,040). I have more than a $1,000 worth of their equipment and they can't figure out how to pay $4 to UPS for pick-up???
7) Vonage doesn't have a record of what they sent to me. But for the fact that I called them, they have no idea they sent me 13 extra devices, and they don't know which ones I have (each device has a tracking code). I could so easily give up and sell them on eBay. Heck, at half price, I'd still make $520.
So they have worn me down. I have now printed out 13 labels and am about to tape them on each individual small box. I am seriously contemplating just driving to my nearest UPS drop site and handing them over. I just don't feel like going to battle any more. I'm weak. I'm tired. And I keep tripping over that box in my living room. But this is my last-ditch effort. Maybe if I can somehow publicly shame Vonage into paying UPS $4 to come to my house, then I'll feel justice is served... even if I do have to scotch tape return labels on 13 individual boxes.
Update: There's now a Part 3 to My Linh's story! She wrote back to us this afternoon:
After I sent the story to you, I found a page on Vonage's website where you can send comments to the Board. So I did. W/in 30 minutes (I swear) I received a phone call from the VP of Carrier Operations. His first words were, "You have my attention." He called me again this morning and said I could go ahead and tape one of the old return labels marked "3 pounds" on my carton and leave it outside the front door. He would ask UPS to adjust the weight on the label when they pick it up. He knew I was leaving for a doctor's appointment and said he would call UPS immediately and the box would be gone by the time I got home. Well, I'm home now (2 1/2 hours later) and the box is still there. But at least I got someone's attention over there.
(Photo: Valerie Everett)
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Comments:
@h3llc4t has a slow work day: That should be a rule of thumb for any packages. Scotch tape is designed for your office, not to be manhandled by shipping.
Sounds to me like someone picked the wrong thing to ship - a case of modems instead of just the one. Probably just checked the wrong box on the shipping program.
I doubt she'd have much luck ebaying them because people would have to have the service. I say this not having looked them up on ebay to see if its even a viable market. If it is, then go for it. But be ready for Vonage to realize their slip up and demand their modems back or payment.
I'd just keep pressing for them to come get them.
"And I have to fork over my credit card number..."
Do not under any circumstance give them authorization to use your credit card to fix their screw up.
Write the company a letter, send it certified receipt requested mail, keep a copy for yourself. Explain the problem, that you have the modems, and that they can be picked up from your house with 48 hour notice. Give your phone number.
Then do nothing. The ball is in their hands.
My understanding is, if a company ships you something you didn't order, you can see the items as free gift. It is nice enough of you to inform them about the situation. I suggest you clearly let Vonage know that you are giving them, say, 30 days to arrange a free pick up, and you are NOT going to contact them again. If the situation is not taken care of, you are going to sell the items on ebay.
@Bob Lu: if a company ships you something you didn't order..."
I'm pretty sure that postal regulation does not pertain to Fed Ex or UPS. I could be wrong. I can't find anything online.
You say "the next time I'm in DC." If you were in Frederick, I'd offer to toss them in my storage room while Vonage figures itself out.
At the very least, I demand that we get updates when this inevitably resolves itself.
You're far more patient than I. I would have called, given them one chance to correct their mistake, and if they failed I would have dropped the modems off at the local goodwill or salvation army.
I would not offer to sit around at home waiting for the UPS guy. I would not offer to take their equipment to the UPS office. I would definitely not give them my credit card number.
It's not your responsibility to spend hours on the phone with them because of their screwup.
If it were me, I'd just push the box into a closet and forget about it until someone knocked on my door and asked for them. Unless they offer you a sweet deal, none of this should be done at your inconvenience.
This reminds me of the time I had a box of 10 Comcast converter boxes that weren't mine. I didn't have a Comcast account at the time, so I offered to hand deliver them in exchange for free installation. They adamantly refused, but offered to come and get them. I told them I'd be available in two weeks, between the hours of 8pm and midnight. When they didn't show, I just chucked 'em all in a dumpster.
@ovalseven: "I told them I'd be available in two weeks, between the hours of 8pm and midnight."
Man I wish I could buy you a beer! That's fricken awesome.
Stick the modems in freezer bags for packaging. When they arrive destroyed you can explain that was actually more packaging than Verizon recommended (which was none).
Okay, don't do it, but it would be funny.
@h3llc4t has a slow work day: Packing tape, in my experience, is the only thing that will actually keep posters stuck to the walls of your dorm room. Getting them down, however, is another issue entirely...
UPS Charges for Pick-up now? Sheesh.
Were it me, I would attach one label to the box, call UPS for the pick-up and tell them the billing information is on the packing label, because that's how all the other UPS pick-ups have worked for me.
Other than that, suck it up and take it to the UPS store.
While you're at it, get Skype and/or a GV number.
This lady has clearly gone above and beyond in trying to return these modems back. I can honestly say, I would have thrown them in the trash by now.
i used to work in a warehouse and people would ship things wrong all the time - a case of $400 faucets instead of just one. Customers would get really angry, like HOW COULD YOU NOT KNOW YOU WERE SHIPPING 8 AND NOT 1! and we had to explain - well, it was Tom's first day and he didn't know what one faucet looked like, he just grabbed a box.
I'm very VERY glad i left the warehouse life.
@h3llc4t has a slow work day: Also if she printed those out on regular paper she may really want to laminate it on with the packing tape so that a rain melted label doesn't result in further stupidity.
I agree. Sell them, throw them in the trash, donate them, whatever. You've done way more than enough to return their equipment and it is plainly obvious they just do not want it.
@thisistobehelpful: I used to do a lot of eBay sales and I'd tape the bejeezus out of the packages. All over the label, double and triple on the flap openings. It took forever to open the packages but at least nothing fell out/off.
Didn't Consumerist feature a situation like this a week or two ago with 80 wifi modules? How did that turn out?
BTW, ovalseven, Is there anyway that you could have made money off of those Comcast boxes? Or are those things pretty much impossible to sell/use?
@ovalseven: You would not believe what Comcast charges for those converter boxes if you lose one that they've assigned to your account. A place I worked for lost one in the shuffle when we relocated (most likely someone walked off with it) and they billed us something like $300.
You've got more patience than I do. I would have given it about 15 minutes before I'd say: "Look, either YOU pay somebody to come pick these up or I'm considering them unordered merchandise and selling them on eBay."
If they don't want 'em back, I wouldn't go out of my way to return them. You do your due diligence, and if they're not reasonable, tough, their loss.
@sammy_b: There's kind of a bit of a difference between a box the size of an ATA (the poster didn't get a modem, they got an ATA, Analog Telephone Adapter).
A better example on your end might be, "well, it was Tom's first day and he didn't know what one faucet looked like, so he picked up a pallet with a forklift and put it in the truck."
"Vonage is only able to issue me a $20 credit to my account. And I have to fork over my credit card number so that UPS can bill me $10.50 for a residential pick up charge. That $20 credit is expected to cover the cost of the pick up charge as well as my "inconvenience" and scotch tape"
God forbid if you forget to pay your bill by one month or are late in paying, they send a pack of collection dogs after you and ding your FICO.
But giving someone a hard time when they are trying to return over $1000 in equipment that they sent in error, then wanting her to return it on her own dime while promising her a future IOU is absurd and laughable at best.
Document your phone calls and give them a reasonable amount of time to remedy the situation, then sell away on a holiday with the proceeds. Don't forget to e-mail corporate a picture of yourself sunning on the beach.
@dohtem:
Since she already had to replace one, I'd keep a couple just as back-ups and toss the rest.
@GMFish: No upvoting allowed but the odds of you being very sorry for giving your number for UPS is incredibly high. You'll probably get charged for the whole shipping fee. Then they'll lose it and Vonage will charge you $1000 to replace them. DON'T GIVE THEM YOUR CHARGE NUMBER. You have already done enough. If they can't figure it out, screw 'em.
@GMFish: If companies could duck the regulation by shipping via FedEx, UPS or some dope on a scooter, you *know* they would. Therefore, I deduce the rules are the same no matter the method of transport.
Reminds me a little of when 14 empty DirecTV receiver boxes showed up at my front door with my name and address on them. I called DirecTV, and since I wasn't a customer they couldn't make hide nor hair of why they were there or what to do about them.
It was only 6 months later that I found someone had opened an account in my name and had run up a $1600 balance on equipment. I found this out when I tried to legitimately open a DirecTV account.
@GMFish: and @ColoradoShark: I couldn't agree more.
The truth is that you are obligated to return the goods to Vonage. In most states, not doing so could be considered theft of mislaid or lost property. But that doesn't mean you have to go out of your way in the very least to ensure that they receive their $1000 worth of merchandise.
It's too bad you had gone this far and actually lifted your fingers as much as you did.
If it were my problem, I would call Vonage and say "These 13 additional modems are here when you want them. I am available by appointment, so please make one and I will make sure I am available so someone can pick them up. If this doesn't happen, I will transport them to the nearest police station for safekeeping."
@GMFish: If it were a USPS regulation, you might have a point. It's kinda hard to duck federal law by using Fedex instead of USPS though.
send them back COD via USPS. no lugging boxes, no giving of credit card numbers.
You should just keep them... If they dont know how many you have, dont know which ones they are, and still sent you them... Well, if yours breaks, then you got 13 more.
You can sell me one for $20, and Ill pay for shipping MYSELF!
@Xerloq says Can I has Friday?: I've gotten packages picked up by them for no fee, either. It looks like HOW and WHEN you want to ship MIGHT have a fee for pickup. Or not. Looking at their fee list is confusing, to say the least. I think it's still mostly free, anyhoo.
GV rocks! 'Nuff said.
@Blueskylaw: Actually, no they don't. If you miss a payment or are late, nothing happens till 3 months into being late (Well, they cut of your international dialing ability). At 2 months 1week, your service is suspended, and you have to pay a 10 dollar fee to unsuspend it.. At 3 months, it's disconnected, and you would have to pay a fee to have a new account created. They never take your ssn, or anything other than your cc, so they can't hurt your credit. Try that with verizon.
Here's the black & white from THE authoritative source when it comes to unordered merchandise OTHER THAN the USPS:
The United States Postal Service (USPS) has jurisdiction over anything to do with the U.S. Mails. When dealing with unordered merchandise and the USPS, this law covers it:
But we're not talking about that. We're talking about a private carrier here, specifically UPS. So who has jurisdiction over them you ask? The Federal Trade Commission does.
It's buried in what is called the '30 Day Rule'.
Scroll down until you come to the section called Unordered Merchandise:
"Whether or not the Rule is involved, in any approval or other sale you must obtain the customer's prior express agreement to receive the merchandise. Otherwise the merchandise may be treated as unordered merchandise. It is unlawful to:
1. Send any merchandise by any means without the express request of the recipient (unless the merchandise is clearly identified as a gift, free sample, or the like); or,
2. Try to obtain payment for or the return of the unordered merchandise.
Merchants who ship unordered merchandise with knowledge that it is unlawful to do so can be subject to civil penalties of up to $16,000 per violation. Moreover, customers who receive unordered merchandise are legally entitled to treat the merchandise as a gift. Using the U.S. mails to ship unordered merchandise also violates the Postal laws.".
Notice how the words 'by any means' is italicized, placing additional emphasis on it? That means the FTC has jurisdiction over UPS, FedEX, DHL, Airborne Express, Donkey Carts, Carrier Pigeons, Pony Express, Greyhound, whatever.
The FTC has them all covered by those three simple words.
The fact that the FTC mentions that the USPS has a similar law makes this separate and distinct in of itself from the USPS law and removes any doubt that some people may think the FTC is only referencing the USPS's § 3009 law here.
The OP approved the receipt for one modem, not 14 modems.
Those 13 other modems are considered unordered merchandise and are now her legal property under this rule and she can sell them or use them as bowling pins or gun targets if she pleases.
@zacox: I hate to say it but the FTC disagrees with you, the modems are hers free and clear.
I'm sure that some people here will claim that I'm not a lawyer, that's true I'm not and what I say has no basis in law but then you don't have to be a plumber to know when the toilet is clogged and overflowing!
Anyone with a lick of common sense can understand the meaning of the Unordered Merchandise clause of this FTC rule.
@srh: Personally, I'd hang on to the modems as long as practical before disposing of them. Regardless of who's right and who's wrong, if the company suddenly wakes up and tries to bill you for the modems, it'd be very helpful to still have them on hand.
@guspaz: thats the point, is that the warehouse worker just didn't know the size of the box (the one box, or the case of boxes). 14 individual boxes didn't show up at her house, someone thought that 1 case was actually 1 router. it seem stupid that anyone could think that, but they do.
@Difdi: It's not a federal law. It's a USPS regulation and only applies to things that travel by the US Mail, which this did not.
So no freebie.
Use packing tape. I've always had bad luck with Scotch tape.