Quantumtone.com

AVOID AT ALL COSTS

On 9/08/2006, I entered into a one year agreement with Quantumtone.com, under the condition and tacit understanding that I have a 30 day grace period to cancel my account and receive a full refund. I have an email confirming that my account was activated on 9/11/06. Upon several failed attempts at utilizing their service and never being able to reach the “24 hour” customer service center, I cancelled my account with quantumtone.com in an email sent on 9/24/06. (I have the original hard copies of the transcript if needed.) Here is the transcript copy of the cancellation request and the response by a customer service representative.
Needless to say no one contacted me. For the next several days I called to obtain a return authorization and the address to return the equipment. On 10/11/06, I was given the return address and on 10/19/06, by USPS delivery confirmation the equipment was returned in the same condition it was received. The quantumtone.com website as well as quantumtone representative indicated that quantumtone has 30 days from the receipt of the equipment to inspect and issue a refund. On 11/30/06, I was told that they were going to inspect the equipment and someone would contact me to issue me my refund. (Again information here is contained in the email transcripts.)

Once again after many attempts at contacting the billing dept, I was able to contact a Kris Parvez, a service representative, and to my astonishment the informed that the billing department had denied my claim for a refund and that I did not cancel my account in the specified time and that furthermore I had to provide proof that I cancelled my account within the allotted time. So on 1/22/07, I sent the following letter:

Dear Kris P.,

As you said on the phone the onus is on me to show that I have faithfully complied with the stipulations provided on the Quantumtone website to entitle me to a full refund of $419.40. And through this letter will adequately done so.

These statements are taken directly from the Quantumtone website.
http://www.quantumtone.com/support.php#1h
What is QuantumTone’s refund policy?

At QuantumTone we have 100% service satisfaction or money back guarantee* within the first 14-day period! We believe that customers are the most important asset in our business, without their full satisfaction, we cannot survive in this industry.

First off:

The statement above "within the first 14 day period" is quite ambiguous and unclear; furthermore, the statement does not specify in exact or precise language when the 14 day period is to commence, since the website did not specify when that period starts, I reasonably assumed that the 14 day grace period would commence from the day my account was activated (9/11/06). Despite having not received the equipment necessary to use the voip services of Quantumtone, I believe that it is not unconscionable for Quantumtone to assume that the day my account was activated should be the designated as the beginning of the commencement of the 14 day grace period.

HOWEVER! THE 14 DAY GRACE PERIOD DOES NOT APPLY IN MY CASE.

I would like to STRESS that since I signed-up for the 1 year service plan, the one year commitment qualifyied me for the 30 day grace period, (which began from the time of my new service activation on 9/11/06) to cancel my account and receive full refund.

Given that I paid a full year’s premium in advance of $419.40, I lawfully qualify for the 30 day grace period and was not subject to the 14 day grace period. Regardless, I still cancelled my account before the 30 day and even before the 14 day grace period had expired.

Taken directly from the quantumtone website. http://www.quantumtone.com/support.php#1h

Is there any long term service commitment with QuantumTone?

Yes! In order to take advantage of our outstanding services, lowest pricings, and great savings, a minimum of 1-year service commitment is required of all new customers. Some exclusions may apply based on geographic location. However, we offer 100% satisfaction or money back guarantee within the first 30 days of new service activation.

As you said on the phone the onus is on me to show that I have faithfully complied with the stipulations provided on the Quantumtone website. And through this letter I feel I have adequately done that.

Attached to this email are copies of letters I received from Quantumtone, one indicating when my account was activated 9/11/06 and the other a response from a Quantumtone representative, Tofe, who responded to my request for a cancellation of my account with Quantumtone. Please note that Tofe’s response (implying that my request for cancellation was sent before the 9/24/06) was received on 9/24/06, which is within 13 days from the day of new service activation which is undeniable well within the 30 days grace period that I was provided for having signed and paid for a 1 year service commitment.

To ensure the authenticity of the message, you can open the attachments and right click and choose the properties option. There you will find the exact details of when the message was sent and received. And if need be can be confirmed by the STMP (hotmail.com server)

I believe that I have provided sound empirical evidence that I indeed did cancel my account with Quantumtone not only within the 30 day but within the 14 day grace period as well. Thus, I believe that I am entitled to full refund of $419.40.

On 02/05/07, after several emails, the billing department informed me (once again) that I would receive a refund within seven business days. Basically, I have sent several emails ever since the last email inquiring about the refund, but it I am still getting the same repertoire. It has been over 5 months since I cancelled my account with quantumtone.com, I don’t believe that I will “ever” receive my refund from them and after some research about quantumtone.com they are notorious for not issuing justifiable refunds.
Don't get fooled by their treachery. Also, you will notice in email correspondences that you are really corresponding with one person who just switches the name at the bottom. The grammar mistakes and tones of all the letters are identical.
Never use their service.
If you do you will disappointed.
Filing a complaint with BBB will also not help since they are not a member of BBB.
Please verify my email address.
You will notice that all the falsely conjured positive reviews do not have the email address verified. More evidence of the underhanded practices of Quantumtome.

Customer support is a joke, service not reliable

I ordered their service as they had best international rates. I got the routed fast and setting it up was great. First call actually worked with a little noise. Second call failed. Third and fourth was only one-way. I could hear the other person, but all they heard was static. It went like this for 3 days, when I decided to cancel service. That's when saga began...

4 months later, I still haven't seen my money back, three times I had to ship back the hardware. First time I shipped it to their address on the website, but they "do not accept packages there", second time I sent it to correct address "signature confirmation", only to have it delivered back 3 weeks later, third time (am I stupid at this point? I guess so...) I just sent it delivery confirmation. I see it arrived there, but still no money... Dunno. I guess I'll have to sue them at this point to get my prepaid yearly plan fee back.

I do not recommend these guys.

Terrible Experience

I singed up with Quantum Tone due to the positive reviews I read here. Initially, it was fine. After 30 days, the service became very unreliable. Sometimes I lost services for days. I was very patient and stayed with them for 6 months - after mumerous promises that it will be fine, it was not. When I eventually cancelled, I still had to pay for the $120 termination fee. Save yourself some headache and stay away.

Excellent, excellent service

I was with Vonage for 2 years before. I couldn't keep up with them anymore. So finally I changed the company. I have been with Quantum for 4 months. Initially I signed up with a month to month service, but after realizing and experiencing great service, I extened my plan to an annual plan to save some money. So far the service has been much much better than Vonage.

I recommend QuantumTone everyone