Customer service complaint - very disappointed

I just spent another hour on the phone with Verizon's Customer Service. After being a loyal customer since 2003, my phone stopped working. I went into a store and they helped me get it replaced. The second phone I got had issues with it's battery life. I went in again, they couldn't fix it and they ordered me a replacement. The third phone also did not work and I did not have service for a week. I brought it to the store and they actually broke it some more and again, I didn't have a phone for a few days, until my replacement came.
When I called Customer Service to tell them about my experience, I asked for a $200 credit to my account for all of the service, time, and frustration I wasted to have a functioning phone and service. I told her that if they were not able to compensate me for that experience and reward me for being a loyal customer, my husband and I would take our business to AT&T (we are merging plans and both upgrading to an iPhone 6). The woman I talked to asked for the amount I would feel okay with and I said $200. She put me on hold for awhile and come back and said my $200 credit was approved and that she made note of it on my account. I confirmed that it would show up on my next bill and that it was approved - she said yes.
A month passed and I did not see the credit on my bill. I called to follow up and the customer service rep told me that the credit was actually not approved and there was nothing he could do. After an hour back and forth, he finally put his manager on the phone. I gave them one last chance to honor the promise Verizon made with my credit before I chose to take my business elsewhere. They chose not to do anything.
My contract and my husband's contract are up - we were planning to go to Verizon this weekend to add him to my account. I guess instead we'll be going to AT&T. I am very disappointed. All I was asking for was a reasonable credit, but they would rather lose two customers than take care of them. I know Verizon is a big corporation, but I will definitely do what I can to deter anyone away from Verizon from now on.

That's terrible customer service. Though my time is very valuable, I'm more angry that I was told that I would be credited when it wasn't true. This was not my error, but Verizon's error and Verizon should take ownership of their mistake and honor what was said. This is all in addition to 3 faulty phones and loss of service for days at a time.
Sent from my iPhone

Similar Messages

What is the number for Verizon Wireless Corporate Customer Service Complaint for CA

My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
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Verizon Wireless Customer Service Complaint

I want to either file a complaint for the horrible customer service I received from a Verizon customer service rep and manager or learn how to file one. I just transferred from AT&T 2 weeks ago and I am already regretting it. I cant seem to find an email to be able to do this. If I dont hear from anyone with Verizon Wireless, I will just let T-Mobile buyout my contract or anyone that wants to buy me out. Kathleen KBG Verizon Wireless Customer Support
Thanks.

Dear Verizon Customer Service
On the 3rd of October I came into the Verizon Wireless-4G store on 8726 S Sepulveda Bvd Ste C, Westchester, CA 90045 where I requested to set up a new account with Verizon and pre order a new iphone 6. The employee (Michael) who set up my account, copy pasted my address from my drivers licensee without verifying with me if it was my current address. After completing my order, I signed the contact only to find out later that the incorrect address was used. So I walked into the store a couple days later to notify your employee (Michael) that the address was incorrect, but he assured me that it could be easily changed once my phone was delivered to the store and my service was initiated with Verizon. Finally on the 21's of October, when I came in to pickup my phone and complete the application, (Michael) who had initiated my application was not present, so your employee Steve Martinez was left to complete my application. From the beginning he was not only very rude, but seemed unwilling to help me, mentioning that I should wait for Michael to continue with my application, but due to my limited time, I asked him to continue with the process. When I told him that I wanted to update my address, he told me that I would not be able to do that without a proof of address. So due to my limited time, I told him to continue with my old address, and I would switch it at a later time. He denied this request, stating that he would not continue with my application until I gave him proof of a different address. I pleased with him to help me figure out a way to solve this problem and try other options, but he absolutely denied all of my suggestions or requests, stating that the only way he would continue with my account was if I provided him proof of my recent move to a new location. Following this exchange, I tried to contact customer service for help, but they notified me that the only person that could help me at this time was an in-store representative Steve Mendez because my account was not yet active. No matter how many times I asked for his help, Steve refused to continue processing my account, going so far as to say that If I wasn't happy with his service, I was welcome to a full refund and removal from Verizon service. Extremely unhappy, I left the store and took a taxi to my rental office in order to obtain a copy of my lease agreement. Finally after almost two hours of transportation, I returned with all the requested paperwork, and found that (Michael) who had initially started my account was present.
At this time, Michael notified me that not only did I not need the extra paperwork to complete my order, but that he only needed my old address in the first place to initiate my account. So after couple waisted hours and 43.51$ dollars of taxi expense, I was finally able to complete my Verizon application with Micheal. As a new Verizon customer, I am very disappointed with the level of customer service I received from Steve Mendez, who seemed more willing to transfer me to another company that work with me to figure out a solution to my problem. I had looked forward to starting service with your company, and it is unfortunate that my first experience with your employee's was such a poor one. In response to the recent incident, I would ask that my account be credited the 43.51$ that I needed to spend on transportation moving back and forth to retrieve a document that was not even used to setup my account. I can send receipt as a prof.
Sincerely, Sonja M

Write directly to AT&T customer service complaint department

I will like to write a letter directly to At&T customer service complaint department and the dispute center.

KF - Listen to Starman and don't give-up
AT&T and all the rest always have and likely always will be totally under-skilled and ill-equipped to walk a customer thru most connection issues. I think Earthlink was the only exception, way back in the day before they were bought-up, they could deal with all kinds of tech issues. AT&T telling you to use a different browser is just their way of saying "I'm clueless and if I can get you to buy off on the bs I'm telling you I can get to the next call."
Hang in there, sorry you wasted your time with a dork customer service rep. Your Mac and Safari will work at home, at work, anywhere in the world. Food for thought, if you want to explore using different browsers by all means go ahead - I actually use 2 browsers on my laptop, Safari and Firefox. Explore and decide which you like best, or use both - Just never let a customer service drone at AT&T tell you how to work. Cheers!

Adobe Customer Service Complaint (CS4 Master Collection)

Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good bye

What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

Customer Service Complaint - Need Assistance ASAP and not getting it!

I sent in my Yoga Laptop for repairs two weeks ago. When I spoke with technical support, I was told that my laptop would be fixed within 7 business days, and returned to me. These 7 business days have since passed and I have yet to receive an update on my laptop, let alone my actual laptop. When I called to complain about this to 1-877-453-6686, I was told I would be getting a call back from customer service within 48 hours. These 48 hours have also passed and have not yet received a call. I called again today to find out what was happening and was told nothing more than "you will be contacted by them within 48 hours".
I was supposed to leave for Europe this past Sunday, and was told by the person I originally spoke to that I would have my laptop by then. Nope. Nothing. I am now leaving next Sunday and am very worried I will have to go purchase a new laptop, at my own cost, because Lenovo is unable to uphold to their customer service standards and provide me with any feedback. I am at the point of filing a complaint about the company to the Better Business Bureau here in Canada, but I feel the problem would best be resolved if Lenovo actually contacted me back. I have been without a laptop for 2 weeks now, and as a student, this is too long!!
Lenovo Customer Service, please contact me ASAP! I am not a happy customer right now and you guys have caused me way more stress than I need.
Thank you!
Andrea L.

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Customer Service Complaint in Thailand

To Customer Service team,
I am writing this complaint for I did not receive satisfactory service from HP Customer Service in Thailand.
HP's Service Center policy is that the device sent for repair will only require 3-5 days; however, not only the customer service did not reply me about the status of the repair status within 5 days, I called to HP Service Center to ask about the status myself, but also did not receive a specific reply to the repair status.
I sent the notebook for repair because you guaranteed 3-5 days working time, as it fits perfectly with my schedule before flying back to Taiwan. Now, it is over 5 days, I did not receive any confirmation on what is the status of my notebook and I am leaving the country.
I called Service Center today (Saturday), a staff picked up, but was unable to provide any useful information on how I can retrieve my notebook urgently. Now my notebook is stuck in Thailand and I am away at another country.
I am very disatisfied with HP Service Center's unprofessional and careless service as I did mentioned on phone to Customer Service that I will require the notebook within the week. Please kindly send this information to responsible staff in Thailand and I will need a full in-depth reply about what to do with my notebook stuck in Thailand.
Job ID: 4639574092
Tax No: 3101745030
Product Description: Compaq Presario B1228TU Notebook PC
Product#: GT991PA
Please have HP's Thai Customer Service Team contact me urgently with the contact information given along with the Job ID.
Thank you.

We are just regular users and have no access to HP's repair center records. Perhaps a Moderator can step in here and see if this post can be brought to the attention of the proper actual HP employees.

Edge/Customer Service Complaint

Extremely frustrated with Verizon, their sales tactics, and their customer service. We upgraded phones recently (have been long, loyal customers of Verizon). The upgrading process took upwards of 2 hours or more (not an easy feat with a toddler in tow). We were talked into buying the Edge program with our phones due to this being more financially sound in the long run once the phones were completely purchased. We constantly mentioned needing to apply for my husband's work discount as well, which we submitted the paperwork in the office. Of course we were never given a bottom line monthly price in the store, but were pretty confident with the sales person. A few days later, we got an email that we could not access my husband's work discount due to him only being a manger on the account and not the account owner (which is me). When I called customer service, they mentioned that we had to return the phones to the store and do the process over again (we live about 40 minutes away, work different days, and have a toddler, again, not an easy feat). 2 weeks and 2 days, we arrived back at the store, only to be told that we can do this over the phone. I called the customer service number again, to explain the issue. Spoke with a manager, who informed me that there was no way we could transfer the account to my husband's name to access this discount due to being on the Edge program, which is a loan. I explained the the sales rep. told us it is NOT a loan, because loans have interest rates attached to them, and that the sales rep. was in full knowledge of who was the account owner and that my husband was applying for his work discount. The only way, this would be possible, is to buy the phones out in full. I am so frustrated with this company. I wound up buying the phones in full (which also gets rid of our discount for the Edge program). We were misled to believe the Edge program was better than the two -year contract, which it does not seem to be the case. It does not make sense to me that an account manager cannot utilize their work discounts, when they are able to change other contractual items and pay the bills. Furthermore, to not be able to switch account holders is ridiculous - bills are still the same and going to the same place/person. VERY angry with verizon. I will not recommend them any more and will consider switching companies as soon as possible since we now own the phones outright and are not in a contract with them currently. Sales reps need to be trained better to know their information, and if not, then their misinformation/mistakes should be easily rectified - which they are not. BBB will hear this complaint as well.

There is such a thing as an "interest free loan."
Additionally, you can still get the same discount as that associated with an Edge agreement. Simply log into your MyVerizon account. Navigate to "CHANGE FEATURES" and the discount should be available there if your phones are eligible. Since you just bought out your Edge contracts, it may take a while to show up.

Poor Managment / Customer Service Complaint

After recently purchasing a high end car stereo / GPS unit from the store located in the highlands (Store 167) and having spent the time and extra money to have the unit installed.
Having to returning due to issues with the unit not working to find that the manager of the store felt it was ok to shut down the installation department and give everyone the day off.
Granted this is friday the 4th of July but on a heavily advertised sales event day and potential increased revenues with a large portion of the general public either off or getting off early lnowingly making a decision to cost your store, company and brand sales and on top of that present themselves with a high school attitude to justify poor decisoin making skills it beyond comprehention. Having a department with only two employees knowing one was on vacation to make a decision to close the doors on a holiday weekend to be best buy buddies with his staff over customer service and sales is unjustifyable by any means. Offering to show me the installers schedule he had written was to say the least a poor move being that as a customer and have expectations at the least of a person chosen to be a manager is high school at best.
In this day and age where competition is key and standing out as a brand allowing a manager to knowingly loose revenue for a store is not a manager I or the company I work for would even consider having as an employee. I was recomended to this particular store by a personal friend as well as another employee of Best Buy to be greeted by this type of service and reaction of a member of managment is reprehensable. Not even offering to or being bothered to break up his group of buddies to find out how he could be of assistance or find a resolution acting as though I the customer was inconviencing him and intereupting when approached.
Knowing that Best Buy itself has suffered in customer service in the eyes of most having managment adding to the problem and costing the company not only sales but customers who would return to make future purchases will lead to the backlash from the public that shuttered even the best of corparations.

Good afternoon roger404,
Welcome to the forum. I want to first thank you for choosing Best Buy to purchase and install your car stereo and GPS system. I know it is no small investment, and I would be very frustrated if it starting having issues just after 4 months of having purchased it. I can understand your surprise, and disappointment when you arrived at the Highlands store to have it repaired, and was told the installation department was closed for the day. It sounds like the manager was not very sympathetic to the issues you are having, and I sincerely apologize for this aggravating experience.
As it was mentioned previously here, there might not have been any appointments scheduled for the day, which could've been why it was closed. For future reference, to avoid any frustrations, I recommend contacting the store beforehand to make sure someone is available, and they are expecting you.That being said, there is no excuse for any of our employees, including the manager, to be rude and offer you a poor customer service experience. I appreciate it very much that you took the time to post your feedback, and I assure you I will be documenting your comments for further training opportunities.
Again, I apologize for any inconvenience this may have caused. I'm sure once it is open again, they will be happy to assist you, otherwise please let me know if I can be of further assistance.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

For Customer service complaint not a happy customer

Where do I even start! I called about 4 times had issues with my dial tone on my phone. Had the same customer service rep attend my call did not help at all but dislike her attitude and her way of customer service very rude and unprofessional. I had the same issue happen to me before and did not have this entire drama go on like this, but my issue was taken care off right there and then. Her name was alissa or elissa one of those I was very upset then she hanged up on me. I called back this time i had a man for a representative and he then transfers the call to the same rep female and she raised her voice at me. I was hanged up once more i called again asked to speak to the supervisor another customer service female rep did the same thing and said she'll help me and was testing my phone line and while I was using my cell to call her she hanged up again. I've never been so disappointed with comcast after all the years I've been using their service.. now I would have to decide if i still want to keep using their cable services.

EP2005 wrote:
Where do I even start! I called about 4 times had issues with my dial tone on my phone. Had the same customer service rep attend my call did not help at all but dislike her attitude and her way of customer service very rude and unprofessional. I had the same issue happen to me before and did not have this entire drama go on like this, but my issue was taken care off right there and then. Her name was alissa or elissa one of those I was very upset then she hanged up on me. I called back this time i had a man for a representative and he then transfers the call to the same rep female and she raised her voice at me. I was hanged up once more i called again asked to speak to the supervisor another customer service female rep did the same thing and said she'll help me and was testing my phone line and while I was using my cell to call her she hanged up again. I've never been so disappointed with comcast after all the years I've been using their service.. now I would have to decide if i still want to keep using their cable services.To report this and get your services repaired try this: Send an email to: [email protected]
Include all of your information, full name, service address, phone numbers where you can be reached easily, as well as the phone number associated with your account, your account number, and details about all the issues you have been having. Also include a link to this post.

Yet Another Customer Service Complaint

For at least the past ten years, I have been a Verizon Wireless customer, & until recently, I have never had an issue with the company. Their plans have great pricing, the coverage in my area is impeccable, & the representatives in the store have always been more than willing to meet customer satisfaction.
Until recently, that is. Last year, I upgraded my phone to the LG Rival, after my LG EnV was clearly out of date & useless to me. This is where the issues begin. Clearly, like any young adult, I purchased the insurance on the phone since accidents & loss are bound to happen. By the time summer rolled around, my Rival was having extreme software issues, due to no fault of my own. The phone would often freeze, the screen would glitch out, resembling a TV static screen, the phone would underline random words in red, it wouldn’t hold a charge, the phone would shut off or restart itself for no reason or in the middle of a text or phone call, or it would completely shift the screen to the left or right so that only half of the screen was visible.
I took it into the store of course & was informed that the insurance program had switched over to Asurion, & I would have to file a claim with them & wait the specified number of days for a new [aka refurbished] phone to arrive in the mail. Fine, I could deal with that, three days wasn’t too long of a wait to continue to deal with the piece of crap I was holding in my hand.
My refurbished phone arrived, I shipped the old one back to them, & all seemed well. Until two weeks later, when the refurbished phone started showing the same symptoms as the first. First the charge started failing to hold. Next came the shutting off & restarting, followed by the screen shifting. Once again, I returned to the store. Went through the same motions, filed the claim, waited three days, & was once again gifted with a refurbished version of the EnV.
Can you guess what was happening two weeks later? I’m sure you can. I went through this five times. *Five*. By the fifth time, they were completely disregarding what information I was giving them in the store, & had simply started shipping a new battery pack. Through November & December, I was in the store every few days, sometimes multiple times a day, seeing as I was not the primary phone holder or account holder. I was continually given attitude, shifted from person to person, & blown off.
I’m used to this kind of treatment. I’m a twenty-one year old female with a mohawk, facial piercings, & tattoos. In the beginning, never once was I rude, irate, or anything other than courteous, laying out my plight in brief & to-the-point conversations, & simply asking for help. Towards the end, I had started making it clear that I was sick of being [Edited to comply with Terms of Service] around, that I was a long-standing customer who until recently had no issues with their service, & that I expected the situation to be remedied. What kind of service was I paying for anyways?
It finally boiled down to I could either cancel my contract early, having to pay the fees, or I could buy a new phone at my own expense. My mother, who is the account owner, had finally had just as much as I had, & went into the store with me. Just as I had before, she laid out our problems, was calm with a business-like manner, & wouldn’t you just know it, she was treated much more receptively than myself & offered a different array of options. We ended up using the up-grade available on her line to acquire a Kin-Two for myself, since the available free Wi-Fi at hot spots was something that would [hopefully] end some of the hidden fees I had been receiving with my Rival. We extended our contract & once again purchased insurance on the device.
A little over a month ago, on January 19th, we were once again hit with a larger-than-expected bill due to data charges. I will accept this as my fault; a little too much status-updating. She called customer service to have a data plan added to my phone. All should be just fine, correct?
On February 4th, I was at a club with some friends & my phone was misplaced. Whether it was taken, slipped from my pocket, sat down somewhere, the reason is irrelevant. Point is I didn’t have it. We contacted Ansurion to file the claim, & they would not accept it. According to their records, on January 19th, the insurance on my phone was canceled, the same day we had the data plan put on it. We were told to contact Verizon. After doing so, we were informed that they couldn’t name the representative for us who canceled the insurance, because their system does not keep those kind of records. Now began the telephone shifting, from one representative to another as they very nearly refused to let us speak to a supervisor as requested. All we wanted was the insurance reinstated on the phone so that I could get another Kin-Two.
They informed us that they no longer sold the Kin-Twos, nor did they have any refurbished ones in stock. They said that if they re-instated the insurance [which we would have to pay for] they couldn’t guarantee what phone would be sent, but that I would receive a new phone. No, I didn’t want to be sent a phone that would require a data plan simply to work, nor did I want some outdated phone that would just continue to glitch out a few weeks after receiving, as was clearly the issue in the past. They recommended we call our local store to see if they had any Kin-Twos in stock.
Guess what our final options were? After speaking to the representative there, we were told that we could either purchase a new Kin-Two in the store at $430. Excuse me? I only paid $75 for the phone to begin with. Next option. I could wait until May when another of the lines under our names was eligible for an upgrade. Going four months without a phone? Not happening. Or, we could purchase a different phone, once again at our own expense.
I will admit that by this point, the two of us were pretty peeved. We asked what the cost would be to simply cancel the contract & take our business else where. $95 to cancel just my line, $365 to cancel all three lines. Both options were cheaper than buying a new phone, new insurance & extending my contract once again. Now, I know what some of you out there are thinking.
“You were given multiple options to work with, & you chose to disregard each option.”
With the experience & treatment I have received in the past year, & how often I have had to threaten to cancel my contract in order to receive any kind of help what-so-ever, so be it. I would rather pay $95 dollars & take my business elsewhere - say MetroPCS or Cricket where you can get unlimited everything for less than $50 a month. I’m not going to make my family suffer through the cancellation fees & start-up fees elsewhere since they both adore their phones & have no issues with them.
That doesn’t mean that I am not greatly **bleep** off, insulted, & dissatisfied with what I have had to deal with. I don’t know exactly what policy changes have been made within the company from recent mergers & such, but the website’s claim of “Expect the best customer service at every turn from our employees,” is complete & utter rubbish. The customer service we have dealt with in the past few months has been nothing but, & excuse my French, complete **bleep**.
I *will* be cancelling my contract & taking my business elsewhere, & you can bet I will be informing anyone thinking of switching to Verizon of my experience. Friends of mine have been dropping Verizon left & right due to the fact that just because you offer great coverage & plans, doesn’t mean that you can treat the people paying you their money each month like trash. For those who continue to adore Verizon, just wait.

Absolutely Horrible Customer Service - both in the store and the 800 number.
My phone quit working - not my fault. I was suppose to get a replacement overnight and if for some reason it didn't arrive overnight, I was assured that it would be delivered Saturday. Today is Monday, no phone. They put the wrong address on the shipping form and they don't know when I will get it.
They won't send another one because there is a phone out there and they have to get it back first. They know I don't have it. Ridiculous!
Why don't they have replacement phones in the store. Option 1: phone breaks, go to store and get replaced same day. Option 2: phone breaks, wait for phone to arrive in mail and hope it is the next day. One is more convenient for the customer and the other is more convenient for Verizon. Seriously - It's not brain surgery.
The lack of concern among the 3 Verizon employees I spoke with was unbelievable. "This is just the way we do things. There is nothing I can do to help you." The store manager doesn't know how Verizon's replacement service works or how long it takes for them to notify FedEX to correct the delivery mistake and get the phone to me! "I can't control FedEX." No but you're the reason they delivered the phone to the wrong address. Rep had the nerve to tell me he would "correct the address mistake IF I wanted him to." Under what circumstance would I not want him to????? Absolutely, no acceptance of responsibility!!!
Cell phone companies should not be allowed to require two year contracts but should have to provide month to month service. They KNOW they don't have to treat you well or provide service with these long term contracts. They know you have no recourse.

Customer service complaint / Rude phone rep Rachel

I am a 10+ year loyal Verizon Wireless customer. I have long sung the praises of Verizon and convinced my family members to use Verizon..which they do. I have had the occasional...I think 2 past minimal overages and have happily paid for those overages. Recently I have added my mother to my account along with my fiance and 80+ year old aunt to my plan. Our bill is now $289.00 a month. 2 months ago we had an overage of 17 minutes (which we paid) with no other months coming close to our 700 minutes allowed for in our current plan. Today I get my current bill and there is an overage of 241 minutes resulting in a $110.44 charge. Being such a loyal and long standing customer with Verizon I thought Verizon may be willing to adjust my last months bill of overages if I increase my plan to the next tier. WOW! I sure was wrong about that. What I did get was a "customer service" girl (Rachel) that was rude, robotic, condescending and extremely unprofessional. All of this after I explained to her that I know she gets many calls from people that do not treat her well...I tried to assure her that I was not one of those people, that I understood that she was not truly in charge and to please stop cutting me off and speaking over me and that she was upsetting me and making me feel very uncomfortable. She apologized in the all too familiar condescending way we all know too well, "I'm so sorry if I'm upsetting you." Really? I doubt it since after again explaining to her that she was making me feel uncomfortable and again requesting that she please transfer me to someone else she refused. She refused multiple times for my request to be transferred to someone else that I could speak with. When I asked to speak to her supervisor she just answered rudely that she was a supervisor. When I stated that surely she was not the supervisor of the entire Verizon she said there was no one else I could speak to. Really? All of this from Verizon Wireless...a company I have been a loyal customer for 10+ years?
[Edited to comply with Terms of Service - employee number removed but available internally]

I live in an area where I can not get Broadband or other internet service. Using a Verizon Jetpack is the only way that I can have service. I opened my account and prepaid for the first month of service. During the first few days I had Verizon reps calling and claiming that I owed a thousand dollars and that they needed my credit card number. I refused to give them my credit card number and hung up. I called customer service and asked if I owed anything on my account only to be told that I didn't owe anything.
A few weeks later, I got my first bill. It was for way more than my monthly plan but it was not anywhere close to the amount of money that the reps that called were asking. Apparently as a Verizon customer, I am supposed to prepay my bill for the current month and the following month during every billing cycle, which is not in my contract. It means I have to pay 2X of my monthly fee every month.
Every time I have a question, I get the run around and no one knows how to answer my question.
How do I delete the incoming text messages from unwanted strangers on the Jetpack?
How do I block unwanted texts coming to my device?
I could go on but its pointless because no one knows the answer.
Yes, I have talked to Rachel, she was one of the reps that called me up and asked for my credit card number.
If I had a choice, I would switch.

Customer service Complaint!! Beware of hidden charges!!

I recently decided to install cable into two additional rooms in my apartment. I placed a call to Verizon and the rep quoted me $129.00 for the installation (new jacks and wiring included). It did feel steep but I decided to go ahead and place the order. I received an e-mail later that day confirming the order with an additional charge of $89.99 "technician's visit". If I was paying $89.99 for the technician, what was the $129.00 for? Two jacks and 20ft of wire? When I called to complain a rep told me that she could not help me and that this is a matter for their "elite" customer service team. She promised that one of their members will call me back in 10 minutes because they were all busy. Needless to say the "elite" never did call. Next day I called again and after discussing the same issue with another rep I was transferred to a supervisor who refused to take any responsibility for their actions. He was abrupt and rudely insisted that the charges were disclosed and refused to take any responsibility for their elite team not calling me back!
I totally agree with another disappointed customer who posted a similar message. I don't know who does their customer service training but it is useless! Customer service aims to keep customers satisfied and not to have them look for services elsewhere!

Hi christoz,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

How to place a customer service complaint

Hello,
I will start of by stating that I have never before felt this way about someone who I have worked with at a Verizon store. .Today I went into a Verizon store looking to understand why my bill seemed high. I wanted to find ways to make the bill smaller without cutting too many corners... The customer service representative who "helped" us was so rude. She seemed uninterested in helping me, and she literally started to talk to another customer while we were there discussing my bill. She had a poor-negative-couldn't-be-bothered attitude which was entirely inappropriate for customer service and as I said I was just disgusted with her. How can I place a complaint? I did catch her name on her name tag. Also I realize that maybe we weren't priority customers because we were looking to spend less money but seriously in this economy who isn't? Don't go into customer service if you can't handle working with people.
Thanks!
K

Customer Service isn't any more helpful I'm afraid. I was in a store purchasing a new phone for my daughter 'again' and they wouldn't let me add the charges to my account. I've paid all my bills on time, i've been loyal, and i've brought my parents onto my account thus bring Verizon more business. I was confused but swallowed my pride and used my Amex to pay for the equipment. Now with iphones going for 49 bucks at AT&T, we've been debating - researching - reading every forum available and one member of our family decided to upgrade to the iphone 4 with Verizon - it would've been an easy sell had he been allowed to add the charges to the account BUT the restriction is still on my account - I had no clue what the restriction was - Customer Service said they couldn't talk about it. I know my rights and threatened legal action - I have a right to know if my account has a mark against it. After continual debate and threats, the representative stated that my account is highly used, thus putting me as 'high risk' thus putting a restriction that won't allow me to charge purchases onto my account. I'm a good customer but I can't have any perks because we use our account so much? Now i'm thoroughly confused. A representative at AT&T laughed and said they've heard of those restrictions before.
I was never notified about such a status, nor am i pleased at having to bully a representative into telling me about it. They refused to submit such information in writing when I asked them to mail it to me.
With iphone 5 coming out this summer and AT&T improving their coverage, I'm shocked that Verizon would have such penalties for good standing customers. It's one thing to **bleep** off a customer who misses payments and only makes up the tiniest percentage of sales but to **bleep** off a customer that has never hesitated to purchase new equipment and accessories AND STILL keep paying my bills on time?
It's doutbful that i'll be a Verizon customer much longer. AT&T assures me that such penalties are not common practice at their company.

Abysmal Customer Service - Complaint

IAs the buyer of IT products for the company I have always been reluctant to purchase Lenovo... a past reputation of poor quality has always pushed me away.   Over the last few years however I have been pretty much buying any new Laptops and desktops because to date there have been relatively few problems.
However that has just changed.   I have just purchased a new Thinkpad Edge E330 and on setting up it booted successfully to Windows 7. I connected successfully to our corporate network and then left it for a few minutes. Suddenly it restarted and I ended up with the black screen of death and the message that a hardware or software issue has meant I have to repair the machine using the disks.
It is a new machine and I dont want to go through a whole reinstall so I thought I will just ring Lenovo Customer Service and get them to sort.   Well then that was the first mistake.   First of all they have to send me revovery disks so that I can install window 8 and then revert back to windows 7. Dont these people realise I have work to do and havent got the time to fix a problem that any sort of quality control should have sorted prior to shipping?   Then of course I pointed out that the Edge E330 doesnt have a DVD drive to which their response was you will have to buy one!   Now of course I know they dont cost the earth but why should I or my company pay for an item of equipment to repair a machine that is obviously not fit for purpose? I tried my supplier who could only tell me that their distibutor cant deal with it and I have to speak to Lenovo.   I try again...same thing..our procedures dont allow us to replace a machine.   Being pedantic I ask who I can invoice for a new DVD drive to use on their recover disks.   "I am sorry I cannot help you with that our procedures do not allow us to replace a machine".
So this unhappy standoff has now caused two things to happen.   Firstly my Managing Director has told me never to buy anything from the supplier of the machine (even though it isnt their fault) and secondly I have made the decision that I as purchaser of IT equipment for our group of companies, will never again buy anything with Lenovo on it.
I know this is petty in the scheme of things but the first rule of customer service is to realise that as a customer I should not be out of pocket trying to fix a problem which obviously lies with the manufacturer.   The second rule is that you shouldnt have cutomer service agents reading of a strict set of guidelines...if they couldnt resolve my problem then they should have passed me to someone else.   And finally Lenovo if you have machines that do not have DVD drives and there is a potential for having to reinstall then the very least you can do is send out a bootable flash drive with the software on it.   I know it is easy to create myself but you know something?   As a customer I shouldnt have too.

That does sound frustrating. It's a once a year problem?
If you wouldn't mind sharing we may be able to shed light on it and suggest a solution

Customer service complaint - very disappointed

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