Bout with vonage...

Vonage with all its woes in the VoIP space should be very much customer friendly. But that does not seem to the case. Below is their policy.
1. You sign up for Vonage service as a new customer.
2. Vonage ships you a defective router.
3. You plug it in and find that the voice service does not work.
4. You call Vonage and you are with a customer service agent for 1.5 hours and follow all their mundane reboot processes only to be declared at the end that the router is defective and needs to be replaced.

Here comes the best part...

5. The customer service agent goes through the process of ordering a replacement unit and gives you a RA# for the defective unit.
6. She then tells you that it is the customers responsibility to ship the defective unit back to them within 14 days. Vonage does not send a pre-paid shipping label to ship the defective unit back to them. This is their policy.

If I understand this correctly, Vonage ships you a defective unit, make you go through troubleshooting over the phone for 1.5 hours on a defective unit and then make the customer pay to ship that defective unit back to them. In the entire conversation, never once did the customer service agent accept that it is Vonage's mistake and would take the entire responsibility to replace the unit and make the customer happy. I do not see how Vonage can retain customers when they have such customer unfriendly policies.
When I demanded to speak to the supervisor, I was put on hold for 10 mins and the agent came back saying that they are making an exception in my case and as a goodwill gesture they will send me a prepaid shipping label which I can use to ship the defective router back. It was as if, Vonage would like to push the customer as much as they could to get them pay for the shipping charges and when they realize that they could loose a customer, they do everything to retain them back. Now what do you call this policy? I call this BS!!!!