annadrose, everything those people are reporting is true. I'm certain of it.

We got a router that was supposedly free after rebate. I was actually just buying it to re-sell on eBay, but then saw that to qualify for the rebate you had to sign up for Vonage service. Fine - I may've missed that in the fine print, which was my own fault, and the service actually sounded like a good deal so I tried to hook it up. It didn't work. I called customer service and after about 40 minutes on hold, someone answered and put me through a long list of questions and then said they would have to transfer me to tech support. I was on hold another 20 minutes, and the person who answered put me through the same 10 minutes worth of questions only to not be able to help me. They went to talk to a supervisor and I was cut off.

I called back and waited another 35 minutes on hold before getting a person. The person would not transfer me on to tech support based on my explanation that I was already transferred there once. He said they were not allowed to transfer there unless they'd asked a series of questions. I explained that I had already answered them and that I got transferred and then cut off, but they refused to transfer me unless I started back at square one. He then decided to transfer me - surprise surprise. Then tech support had to put me through the same questions AGAIN! And then, again, he went to talk to a super, and cut me off while putting me on hold.

A coincidence? I thought so, and glutton for punishment that I am, I tried back.

This continued all day long. I'd explain that I wanted to cut straight to the chase and be sent right back to tech. I asked if there was a direct number to tech I could call if disconnected, and the answer was no. I asked that they call me back in the case of disconnection and they said they did not have that capability.

My kids go to school at 8:00. I had to pick them up from school at 3:20. I started the hook-up process the minute I got home from taking them, and had been on hold for 40 minutes at 3:15 when I had to leave to get them, after a full day of attempts at resolution. At 3:30 when I got home from picking them up, I was still on hold and hadn't missed them coming on the line! It was absolutely a nightmare.

Needless to say, I called Circuit City and explained my problem, and said I wanted to return the Vonage router. I had to mail it back at my own expense (there isn't a CC here), which was quite annoying. The whole experience was indescribable.