Cancellation = Replacement fee??

[JacobsLive]

This is one such case - house wiring has been proven time and time again to result in damaged devices. I am not sure where you are located without locating your account and address, however I'm going out on an assumption here that you are somewhere in TX based on your screen name. Sure enough when I check the weather in VOIPo's Texas Office / Zipcode (77092) there is lightning in the forecast this week.

Would it be an accurate statement to say that you have experienced lightning around the time of the device being damaged?

I have a feeling that this would be the case - please do let me know if otherwise.

Essentially plugging your phone into your house wiring makes the VOIPo device extra susceptible to any electrical surges that may traverse over your house wiring (regardless if its a closed circuit), keep in mind electricity can/does travel through air.

You are not helping Brandon! He made up his mind to leave your company and you are now adding fuel to that decision. If a 3 year old Grandstream device is dead, I would consider that its EOL than throwing all the BS on customer. Here I guess his honesty is being raped. HT502 is capable for running home wiring up to 1Km on 24 AWG wire without any problem as far as the external telco line is disconnected. Now you can blame the customer, his location, point to local weather station and so on. I honestly did not find any effort from you as a company to retain a customer here over a 3 year old worn out device. I know there might be people trying to take advantage. However, each case should be handled differently I guess. JMHO.

I have used HT502 with home wiring connecting to an alarm system and kitchen phone on the second port just over two years before I moved out from that home and switched provider. I did not encounter any such problem. Having said that, I understand each case has its own causes and determining it is a task.

[VOIPoBrandon]

Jacobs,

Not my intentions what-so-ever.

As I previously stated, in my defense.

1) Please provide me with a Ticket-ID / case example (this has not happened yet).

2) Please let me know if lightning / electrical damage is not the case in this example.

If electrical damage is not the scenario we are dealing with, than I would be very happy to personally oversee that there is a replacement device sent out.

One other variable / question you are forgetting is while the OP may be a three year old customer - how many device replacements have already been issued?

I do not know in this particular scenario. However, I'm willing to bet this would not be his first replacement.

There are customers who repeatedly damage devices, whether intentionally or not - electrical damage occurring while the device is plugged into house wiring has been proven time and time again to be a factual event.

So again - while the OP may be a three year old customer - this does not mean that his device was three years old and that the current damaged device is his initial device when first subscribing to service.

I will end this as my last reply - simply stating that we do look into each and every case individually and we do not mandate a device replacement fee without merit.

Have a great rest of the week.