Customer Service MANAGER just hung up on me

I am still shocked with the behavior of this manager and I cannot believe that Verizon has such angry managers. So I called today to complain once again about my big bill $200 for two lines a rep by the name of Natalie helped me reduce my bill I was happy with the outcome except that I was explaining that I have called in the past and they told me that there is noway I can get a better price than what I have and since this information was inaccurate and I could have saved soo much money is there a way I could get a credit knowing that I have been with Verizon for over 10 years! She put me on hold and then came back with $39 credit I asked if there is anything better she said that that will be all she is allowed to give so I nicely asked to speak to manager ( I thought he would help out more) but he kept saying that I denied the$39 offer I did not understand why he kept repeating that ( I think I bothered him by asking for a manager) he then said now I won't even grant you the$39 I said well you can't do that it was granted and I could record what he is doing he said he then said that that I am not authorized and hung up!! I am soo upsetnever been treated this way

I'm trying to resolve now via online chat. Response is very fast so far... It could be a computer I'm not sure yet...
Ok... for those using Host Gator read below...
Verizon has confirmed reports about an outage with Hostgator server and our engineers are already working on it, it would be resolved at the earliest. Hence, would request you to wait for Verizon to get this sorted out. We appreciate your patience with us." Would you like to receive a test message on your cell phone regarding restoral. May I know you cell phone number ?
The online chat was fast to the point and no B.S.
This is very unusual for online chat. So the lesson learned here is go there first. Forget the live phone support.
The person behind the chat was not a computer as far as I can tell.

Similar Messages

Moving a configured and customized Service Manager Impact

Hi there,
We want to move a fully configured and customized Service Manager architecture from a temporary virtual infrastructure to a final virtual infrastructure.
With this move to the final virtual infrastructure, the following components will be changed:
• IP Address
• MAC Address
• Domain Controllers
• DNS
Only the name(FQDN) of the machine will remain the same.
What are the Impacts of such a change in a fully configured and customized Service Manager? Will I have to develop all the customizations again? Or redo module configurations?
Thanks in advance for your help.
M

As long as the computer names and domain remain the same, I don't think it will be an issue. As long as you configured everything using names and not IP addresses, the machines should all be able to find each other when they come back online.
How are you planning on migrating them?
Matthew Dowst |
Blog | Twitter

Very poor customer service - manager hung up because he didn't want to help or it was almost 9pm EST

Hello,
Today I realized that even I have became victim of this hidden undisclosed charge which seems to be a SCAM and not treating customer fairly. I was charged $64.99 just for running a wire for TV which is on the other side of the wall in my house. They were just holes that I could have done. It was not an outlet (like electric outlet set up) that the representative and the manager said I was charged for.
Before, ordering the FIOS triple play service I asked the verizon representative online if there is any installation fee but I was told that installation is free if I signup online. I did signup online and tech came to setup. I asked him if there are any charges in making holes and I was told that everything is included but didn't say that I was going to be charged 64.99. He did not install a jack or outlet. They were wires and holes. The tech did a good job in trying to hide the wires and drilling holes but no outlet was installed.
I received my first bill and I was charged $64.99. This is a sham attitude towards the customer by Verizon and from this forum it looks like I am not only the victim. I called with verizon customer service today and she said she cannot do anything about this so she transferred me to a "manager." The manager was not very helpful. I explained my situation and he was not trying to listen because he said that all he can see is "billable.'" Eventually, he hung up on me. I called back and realized that the customer service is closed. I am assuming that the manager is getting ready to leave that's why he hung up.
I am not sure what is worse.. being lied about the charges or hiring incapable managers.

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 in the middle, right at the top 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

NOT thrilled with the customer service I just received.

I just ended a call with a customer service representative by the name of Amber.
Like the many users on this forum, I was up at 12:00am on 9/12 pre-ordering 2 Iphone 6+ 128g devices. Throughout the pre-order process, I was shown a delivery date of no later than 7:00pm on Sept. 19th. I submitted my order within minutes, only to wake up to an e-mail with a delivery date of 10/7/14. I called customer service that day and was told that I would have the phones on Sept. 19th despite what the email said. Now five days later, my order status remains "we received your order and it is in process" and the Expected Ship Date is "Not available at this time." Further, my credit card has yet to be charged. Other users on this forum submitted their orders for the same phones after me, yet have receveid tracking numbers showing a deliver date of Sept. 19th.
While on the phone with Amber, she suggested that I go to a retailer on Friday to see if I can get the devices. Needless to say, I was quite offended by her recommendation. I reminded her that I intended on renewing two contracts with Verizon in exchange for two phones being in my hands on Friday. I also suggested that if she wants me to go to a retailer, then Verizon runs the risk of losing my longstanding account if another provider provides me with a better deal. She then back tracked and said that was not what she was trying to suggest.
Verizon, I would like to speak or deal with a customer service rep who can give me assurance that my pre-ordered phones will be delivered on 9/19 as was promised when I placed by pre-order just minutes after they went up for pre-sale. With all due respect, I am looking for answers, not a link to an order status page that I have been checking far too often over the last five days. Thank you.

GMSwaim88,
Thank you so much for those details. We strive to provide you with the best customer service there is to offer. I have sent you a private message. Please respond back to that message for me.
KevinR_VZW
Follow us on Twitter @VZWSupport

RV320 custom services management buggy

I've encountered several bugs and quirks, when trying to add custom services, and use them for firewall rules and port forwarding.
Including:
Deleting a custom service, does not (always) delete the one checked
Deleting a custom service, adding a custom service from port forward page, sometimes adds an "any service" rule
A deleted custom service, suddenly re-appears when adding port forward, even though verified deleted in Service Management
Duplicate services exist in combobox when adding port forward, though no duplicates are present under Service Management
I'm on firmware v1.1.0.09.
Are you aware of this Cisco? Is there a firmware fix scheduled?

Same Issue for me too.
I don't believe that Cisco had mess so much with these RV32x series....
Not only the "service Management" problems but i got other compatibility problems with VoIP providers.
It seem's that the NAT refresh time got some lake situation too, and unfortunately there is no option into the interface to change is value.
Give only few manual entries of service managment ports reduce this product into a residential usage, even this i meet these limitation with some residentials users with NAS that provide many services and absolutely need to open more than 30 ports.
Upnp can force to ad some entry, but in fact this can start another problem of overload the list in port forwarding
Cisco, can you read this, this is not an entry level of router we are talking here, and we can't effort to fall on basic services non work situation, please react fastest as you can to provide a thru fix on all these problems or we will need to completly forget Cisco Small Businness products routers.

The days are gone when a customer service manager could actually serve the customer.

I can remember a day when asking to "speak to a manager" actually meant you were talking to someone who the company entrusted the authority to think outside box and take care of a customer. AT&T has created a system where there is no real authority. My issue? I signed up for the next plan and selected a Galaxy S6 Edge. After about a week I was really struggling with the phone and went to AT&T to talk to an expert. They helped me with a few of my issues but I learned that the real issue was touchwiz. Coming from an LG phone I didn't like some of Samsung's ideas of how a UI should work. They talked me into sticking with it because the phone was the best. After more time (maybe a week) I went back. I had issues with my hands being too big for the phone. I kept touching the edge of the screen inadvertently. Again, I was talked into sticking with it. After a month, I was done. I took my pristine phone back to AT&T with all the original packing. It had been in a case and had a screen protector installed since day one. I found out that I had kept it past the 14 day window and that I was stuck. I thought if I spoke to a manager they would hear my case and rule in my favor. This was to no avail. I contacted the support found through their website. No one could help. They were all powerless. Even after hearing my plight they couldn’t do anything. They “System” would not allow it. At the store they suggested I sell my phone and buy a different one. So, I found an LG G4 and loaded my SIM. Now, I am trying to sell my S6 and no one wants it because it is not “unlocked.” Wow, now I have a phone that I can’t sell. You would think that AT&T would help a person out who their own people encouraged to keep with a product they didn’t like. You would think that AT&T would step up and do something special for a long time customer like myself. R.I.P. Customer Service.

You can easily unlock the phone. Send the request through the unlock portal.
I recently unlocked 2 of my phones. After I confirmed the email and got the code, I went to a T-Mobile and explained I was unlocking my ATT phones so I could use them out of the country. They were great, popped in a sim, entered the code, done in 3 minutes.
https://www.att.com/esupport/article.jsp?sid=KB414532&cv=820

Need help for customer service management for changing ship to party addres

Hi All,
I Have a bapi that will be called from web application craete service notification .
business requirement is to change the shipping parner details with addition of name that
will be notify person.I follwed this approach.
1.Call the BAPI BAPI_SERVNOT_CREATE to create service notification.
2.Call the BAPI_SERVNOT_SAVE to save.
3.BAPI_TRANSACTION_COMMIT
4. Called function module ADDR_GET to get the address details of the ship to party.
5.ALL FUNCTION 'ADDR_INSERT'to insert the modified address to sam memory.
6.CALL FUNCTION 'ADDR_NUMBER_GET' to get the address no that will create a adrnr in sap
table adrc.
7.Called function module PM_PARTNER_UPDATE to update parten table that is ihpa.
8.At last called the function module CALL FUNCTION 'ADDR_MEMORY_SAVE to save the
address.
Now the problem is when i open the transaction IW52 to see the notification created it
has not the changed data but has standard ship to party detail.
but there is an entry in adrc table for address created but when i see IHPA table the
adrnr is not assigned to the notification no.
Information is required thanks

Hi Venkat
Go to <b>VA02</b>, change the ship to party as SH02 on top screen itself so that it will be defaulted for all line items.
Now make changes for rest of the items.
But ensure that no subsequent document (delivery) is generated for any of the line items for which you are trying to change which is NOT possible.
Thanks
G. Lakshmipathi

LOOKING FOR CUSTOMER SERVICE MANAGER EMAIL?

I have called twice regarding someone adding a phone to my account. Also send themselfs a new I phone to some where in PA. I live in IN! I've very upset that NO ONE has called me on this. My bill still show the phone on there and I still owe for a phone I don't have.

1-800-922-0204 or *611 and ask for the Fraud Department.
Good Luck

EE is committed to providing excellent "Customer Service"

I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
This was easily the worse Customer Service experience I have ever had in my life.
8th July 2015

Hi ,
I am very sorry for all the problems you have stated in the post.
Can you advise me what the query was? I will try help as best I can.
Thanks.

Horrible Adobe Customer Service

Hard to believe that Adobe has such horrible customer service but I just experienced it myself.
I should preface this by saying that I've been using Adobe products since the late 90s and had always been an advocate but that changed today.
I had signed-up for Creative Cloud, which was supposed to mean that I can use InDesign, Illustrator, Photoshop and Acrobat Professional but for some reason it cancelled out this morning.
I called to reactivate it and find out what was wrong with my account but the customer service representative couldn't understand anything I said. He told me it was really noisy there and instead of spelling my email address, if I could just explain it to him phonetically it might be easier for him. That really surprised me so I told him to forget it and hung up. I just couldn't see what use this was going to be. Then I tried the chat line. A gentleman by the name of Ankit tried to help me and said all he could see in my account was InDesign. Then he tried to talk me through signing up for an upgrade (the $29/month deal). But the web page kept rejecting my CS 5.5 serial number. He gave me two others to try but those were also rejected. So he asked for a phone number, which I gave him and he called me. Ankit said he wanted to transfer me to a customer service sales rep that could help me but to minimize my growing frustration, would explain everything to them for me.
Then I sat on hold for 45 minutes.
Finally, a CSR picked up the phone and asked me how he could help me. He said he had no idea why I was calling so I asked to speak with his manager.
Soon, "Hector" picked up the phone so I explained how for decades I've been an advocate of Adobe products and I couldn't believe this was happening to me. I explained everything and at the end of my talk all he said was, "So, you want to buy CS6?". I was now frustrated beyond belief. I asked him where I could mail a letter of complaint and he said he had no idea. He suggested I check on the Adobe website. I asked him several more times, "Where can I send a letter and to whom should I address it?" but Hector had no idea. Remember: This is a manager. So I asked to speak to his manager. After a short period of time, he said that "Lootu" had already gone home for the day. I asked for an email address and he said he couldn't give me one. I asked how I could identify him other than having spoken with him at 3:31pm on 2/20/15 and he said that was all he could tell me. So I asked him a few more questions and found out that his employee had merely been picking up the phone... that it had just popped into the cue and was answered like a normal sales call. By now I've spent a couple of hours on the phone listening to bad hold music and talking to idiots. The most I could get him to say is they were in Salt Lake City, Utah.
All I can say is if you have a problem, don't expect them to help. I'm writing this post because I'm sure there are MANY others out there who have had similar or worse experiences. I have a couple of friends that work at Adobe and I'm going to make sure they find out about my experience in great detail.
If you were trying to frustrate and anger your customers, this would be a perfect business model to emulate. If you were trying to give your competitors ammunition to shoot you down, again, this would be a perfect way to do it. This is a great example of how customer service should not be run.

Yup customer service is just atrocious, Incoherent and non-customer friendly product/plan offerings combined with a sense of org chaos if you finally do get through to CSR. Truly terrible.
In this context it boggles the mind to see the stock valued at 8.4 x rev and 43 x EBITDA !!

Very fed up with Verizon Wireless customer service, wanting to cancel?

Let me start by saying I've had Verizon since it was Bell Atlantic Mobile. As a current customer I have 7 phones and a hotspot, my monthly billing is somewhere in the neighborhood of $600 a month, my service has never been turned off for non payment. I know in today's wireless this doesn't make me a special customer, if anything just a good customer to have if you are lucky enough to have me.
I only call into Verizon customer service when I need something. Not want, not to complain, only need something. Lets give some examples. I received a $3,000 bill in the mail that had a ton of international LD charges on it. So I call into Verizon because me nor my wife knows anyone in the Caribbean. Not one to jump to judgement I politely called my wife first and asked if maybe she had a pool boy that went home to S. America that she was keeping in touch with, she assured me that she did not so then I called VZW. It ended up being fraudulent activity that I spent a good deal of a day or so ensuring they were going to credit it off, and to VZ credit they did. As annoying as that it, I understand that it happens. Lets rewind to my previous phone call a month before this happen.
I added my wife to my plan, and my rate actually remained the same with the new plan (we won't complained that obviously that means I was over-billed for maybe two to three years if I can add a line and the rate is the same) so I was happy. What I wasn't happy about was when I added her onto my plan I saw my upgrade date had been moved from 22 mo (which is what I agreed too, signed for, and used too) to the full 24 mo. Calling into VZ customer service I just wanted what was fair, the ability to upgrade at 22 mo. After being told no, hung up on by a supervisor (accidentally I'm sure) while they "researched" my current, 7 line $500 a mo account, and then calling in a finally getting someone who gave a rip, they told me I would manually be allowed to upgrade but I would just have to call into customer service and not go into a store. To me this was fair, but again a good hour wasted trying to receive what I deemed fair to myself.
So, ff to after the $3k bill, which occurred after seeing my upgrade date changed, while my pregnant wife is out, and I'm at work I attempt to call her and I receive a fast busy on my cell. I message her, same thing. I log into my online account to see if I have forgotten to pay the bill and its paid, however I see my two devices has been changed from my i phones to some old Samsung phones. Unfrigginbelievable. Some one, some how, has swapped my phones with someone else phones. Once again I check with my other lines to see if something happened accidentally, I was almost sure one of my sisters (one of the 7 lines) had went into a store and screwed up the account. I called both (I own an ATT iphone as well) and neither has changed anything. I then called VZ from my ATT phone and ask them WTH happened? Being a former telecommunications rep I ask all the relevant questions (can you give me a location id where the change was made? Was it online or a store? etc), after being blamed of changing it myself, I finally got my original phones turned back on for my wife and I. However I then address the obvious with the representative, "honey your customer accounts are being hacked, and it's serious, I've been hit twice in three months." Knowing this rep is on the bottom rung, will probably mention it to her supervisor who won't do anything about it, I also forward a suspicious text to VZ fraud dept as well. While on the phone Im assure this won't happen again and for "safety and security" we changed my verification password.
So lets count, we have my account hacked once and my phones swapped, we have my numbers hacked and used for LD calls to the tune of $3k, and we have me adding a line and seeing my upgrade date has changed. This is from July to DEC 2013
FF to 2014 Jan, my father is concern about his hotspot usage and would like to know why he keeps coming close to usage. After explaining to my dad he shouldn't be using his ipad to view anything on NFLX he assures me he is not. So I call in to verify what line is using up all the data usage on the account, when asked to verify my code, you know that code we assuredly had changed a few months earlier, Im told I need to go into a store and show ID. Not sure about everyone else but I don't really like near a corporate VZ store, and secondly I can verify my SS, address on both accounts, all MTN's, when the phones were activated etc. Yeah I just don't have the verification code that you guys supposedly changed after I requested a specific code since my account has been HACKED 2x in 6 mo. Oh yeah, ALL I WANT IS USAGE ON MY ACCOUNT to see who's hogging the data. Sigh. After reasoning with the representative (and threatening to take the day off to escalate this up to the call center director if I need to so I can find out who is using up the most data) he gives me this information, and finally corrects my pass code. I apologized to the rep because I know he's just doing his job, but at this point every time I need something simple from VZ it's an act of congress.
So lets go to what is the final straw for me, my wife and I welcomed our first child into the world on Feb 7th. On the day we took him home it was raining pretty bad and her phone dropped and basically became water damage, once I had time to call in I was simply going to upgrade my line (remember that promise to upgrade manually if I call customer service) and switch my phone to hers. Well I call in an after not finding the note (on hold 15 mins, then once the nice young lady came on line she had me on hold for maybe another 5, and her advising me of all she couldn't do), they finally locate the note that I am allowed to upgrade and bill my phone to my account EXCEPT an iphone. Not to sound like a pretentious apple whore but everything I use is aapl. Two laptops, one desktop, 3 iphones, 2 ipads, 2 ipods and a partridge in a iphone tree. Yeah Im that guy. At this point I tell her (VZ customer service rep) of my last 6 mo. with VZ and at this point, Im beyond frustrated. My wife needs a phone and Im supposedly allowed to upgrade yet again VZ is telling me what they can't do. Im not asking for a free phone, I just wanted to pay for a 64gb, iphone 5s, and switch my existing phone over to my wife number.
I ask the representative to just take ownership of this, I cannot spend hours on the phone with VZ every time I call in. At this point I wanted one of two things, either allow me to upgrade my phone line or just zero out the contracts on these two lines and allow me to leave. I have been more than patient and understanding with VZ. At this point I believe any rational objective person can agree, VZ and I need to break up at this point. Even the representative is in a bit of disbelief, she assures me she or someone will call me last night.
Well now it's today. Ball is in your court VZ. Im a good day away from buying the domain, www.VerizonETFclassaction.com, tweeting it at you, making it a comment page until some ambulance chasing attorney decides to make it a class action case. I couldn't care less about the money as much as Im demanding FAIR customer service to customers like myself that dealing with your nonchalant bullying. So I ask you, what do you think is fair at this point? Contact me directly. Thanks.

Well that's several minutes of my life reading this long post that I'll never get back....
I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
congrats on the baby, sorry for the wet phone (again not a vzw issue)
See a pattern here?

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

LACK OF CUSTOMER SERVICE by iTunes/Apple

I have just about had it with all the problems everyone apparently is having about not being able to have iTunes connect with Music Store. Is no one from Apple or iTunes reading these? I have been up for three solid evenings trying to figure out what to do, all the while, reading these postings. No one has responded to emails I've sent the company. I've done many of the things others have tried - to no avail. I am a Customer Service Manager with a large Financial company in the Mid West, and this simply would not be tolerated from my own employees. My 12-year-old doesn't understand why she can't download any music on her Christmas Present. Was this purchase a mistake???

In response to "does Apple read these messages” The answer is no, companies to not reads these “user-discussion” threads to help people. That's the whole purpose of these boards, for people to help each other out WITHOUT getting Apple's tech support involved. This is a good thing because most people get there answered resolved through these boards without having to tie up the tech support lines. There are exceptions when the boards will not be able to fix everyone’s problems (such as your case)
It seems very likely you are doing something wrong. If every single user could not play songs on their ipod, Apple would not be in business anymore. Good luck getting your ipod to work.

Where is the customer service from VZW

Since February 19th I have been trying to Early Edge by eligible phone line and have been unsuccessful through the current day. What I finally got from Verizon Wireless after a 4th visit to the store was that there was a glitch in the Verizon Wireless software that controls validating that a device installment plan has fallen off and it is now eligible to enter a new device installment plan or edge agreement.
First on February 19th they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn’t complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it wont let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.
So the store manager works and finds a store that’s willing to send him a gold note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise they sold the device and didn’t tell me. They didn’t even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.
See below for more details that I sent to one of their customer service representatives via email:
Sent on March 12, 2014 at 11:18 AM
As I told you by phone I have been trying to make the change in device and use the early edge program since February 19th to no avail. I want to more due diligence from Verizon Wireless when dealing with loyal customers. You guys use to have a statement of “The First Time You Call It Becomes Our Problem.” It seems that Verizon Wireless has done away with this mantra and replaced it with “No Matter How Many Times The Customer Comes In or Calls; It Remains the Customers Problem.” I have physically been into the store 4 times each time spending more than an hour sometimes 2 hours or more trying to find out what was going on with my account. I see that Verizon Wireless not only has a tendency to bounce its customers around from department to department over the phone but that they also do this to their store employees. I believe my total years with Verizon Wireless is in excess of 10 as I started with Verizon just after the purchase of Primeco in the Daytona Beach Area. I have found that as Verizon Wireless grows my experiences have become less and less stellar and more of a pain point. I am a business and management faculty as well as a college administrator so I spend my days teaching others how to become great entrepreneurs and even greater organizations that serve the greater good. One of my focuses is on customer services and the relations of the enterprise. What I see is a company that has grown so big so fast that they have forgotten the cornerstone upon which their success was built.
I hope that my message somehow makes it into a training that Verizon Wireless holds with its employees to remind them that you are a service organization that would not exist without customers. This means that you return to your original mantra of taking on the responsibility for issues the first time a customer calls and not the 4th or 5th or even after they threatened to pick up the pin and publish journal articles or periodicals about the lax services of an organization to big to fail. This also means that Verizon Wireless shouldn’t launch a program until they have "within reason" reviewed all possible scenarios. It would seem that my particular scenario is not one that is so farfetched that it could not have been played out and properly addressed before it ever hit “main street”.
In one of my classes I started teaching Customer Service 3.0 Predictive Services with Drive. I designed this series to anticipate the customers needs based on recognizable patterns in their behavior. This is not a new concept its just one that has been revived from the past. One that Verizon Wireless should actively deploy across its operation. Long-standing customers have certain behavioral trends that can be categorized into a number of vats. The most important lesson in my most recent interactions with Verizon Wireless that have soured my relationship is that no one within Verizon Wireless is willing to own mistakes until the customer explodes. A simple phone call well in advance of the 7th of March could have fixed my biggest issue with Verizon Wireless and the local store in Daytona Beach. A phone that was being held for me was sold and no one bother to call me. The store made good by calling other locations to find that exact same phone and got it shipped and available on Monday but there is still something fundamentally wrong with not being accountable to the customer. When did this become the rule rather than an unacceptable exception to the rule? If the district manager was in fact the person that made the decision to pull the phone and sell it to someone else then the district manager should have acted within the acceptable bounds of “Good Customer Service” and personally called the customer. Our rank within an organization does not negate our responsibilities to admit ownership of our decision(s) even if there are consequences.
I heard that another employee ordered the same phone from a Verizon store in Tampa and had been waiting and apparently they didn’t know whose phone came in. I know that this was a bunch of lip service because the phone that was ordered for me came from within the district and it was setup so that an employee could pick it up the next day and bring it to the store. I know it was the phone that was meant for me because I was in the store that next day which was the first day we tried to activate the phone and learned that I had to wait until the new billing cycle. Don’t try and insult a customers intelligence because you only serve to make a mild situation even worse. I was in the store when the the location that had the phone was called and it was staged for pickup by an employee that lived in the area but worked at the Daytona location. My trust in an organization that would pull such a stunt and think that I would actually believe it drops lower than the approval rating currently held by the US Congress. Lie to me and our relationship becomes nothing more than a guarded transactional one.
My trust in Verizon Wireless has been destroyed by the actions of a district manager. It does not matter how much effort the store manager Angel or even yourself have put into making it right the fact still remains there is a fundamental wrong that only the district manager could hope to fix through a written apology. Because this person elected not to do so my resolve in no longer being a strong promoter of Verizon Wireless among peers and students is gone. Because I now perceive Verizon Wireless to be disloyal to its customers and unwilling to admit fault. You cannot offer apologies for the actions of a district manager nor can the store manager. It would be the equivalent of me denying some student privileges that he/she was promised and passing it off on someone else because I don’t feel I should have to be bothered with it.
It is my hopes that Verizon Wireless returns to its fundamentals of quality customer service not just on the surface but also at the very roots of the organization. The cost to acquire a new customer is much higher than the cost to retain an existing customer. There are 112 textbooks that echo this sentiment.
The 112 books was an exaggeration I can only physically put my hand on 13 that are on my bookshelves.

Nicely written, but alas it will fall on deaf ears and blind eyes.
The problem here is not the store manager, the district manager or the untrained personnel in the stores. It comes down to supply and demand and the act of securing customers.
You wanted to stay with Verizon, you were willing to purchase another device, the relationship is then you are purchasing goods or services to remain a customer. The snafu is your account was not updated. Then because the people you spoke to did not have an answer for the situation, they lied to you.
Not a good business decision on the face of it, however after being lied to, after having your device sold out from under you, your decision is now to proceed to get that device replaced and remain a customer.
The long tirade you wrote is more effective if you simply cancelled your relationship with Verizon Wireless and show you are a informed consumer via walking to another service who may value your money more. You will note I did not say 'Value You More" since over the last few years customer services have rapidly declined at Verizon Wireless.
Profits for the shareholders ( yep my wife and I own a load of Verizon stock) and insane payments to the management are now focused on making money over the slight annoyances of a small minority of customers with varied issues.
You see 120 Million customers is what they are looking at. The shear numbers mean a few hundred thousand customers leaving or posting how unhappy they are is minuscule so until that 120 Million drop down to 60 Million or even less Verizon Wireless will not be in any hurry to placate you or 59,000,999 customers until the bottom line is affected.
I hope you actually get your device, I would be very surprised if they tell you another story on Monday which 100 text books would not have any bearing on taking care of the customers.
Many times people can teach but in real life the world is not a text book. There are no flow charts to handle the scenario that get in the way.
Good Luck

70/35 VERY SLOW... BAD CUSTOMER SERVICE.. "N" ROUTER

Wow!!! Talk about the worst customer service in the world they out did Sprint. This is day 6 on the phone going into the second hour on hold.. If you want Verizon.. Fios think twice because they have no customer service and just when you think you get to talk to management. The person on the line really just put you right back where you started. Back to the holding game again, just to talk to another untrained person who can't help you either..
Now the problem..
It all started when Verizon offered me the 70/35 internet speed and asked me to renew my contract for additional 2 years, so I did. 2 weeks ago my "new" speed got activated and everything has just gone terrible from that day. The "70/35" speed is now down to "Download - 0.37Mbps/ Upload - 24 Mbps".... I been calling technical support for the past 2 weeks for SLOW speed. So I went through all the troubleshooting and resetting network and all those nonsense that DID NOT HELP ME AT ALL.
So finally all the technical support reps told me to GO and and pickup a "N" router from the Verizon Experience store AT NO CHARGE.. and this should resolve my speed issue.
So I went to the Verizon Experience store,
At the store the "customer service rep/sales manager" approached me and the minute I said customer service/technical support sent me for exchanging my current router to a "N" router, she started getting very rude, and said "customer service is lying and does not know what they're doing", and I must pay for a "N" router to get the 70/35 speed Verizon offered me and yet again she told me to call "customer service / technical support" to send me the "N" router.
SO PLEASE WHOEVER IS IN CHARGE OF COMPLAINT DEPARTMENT PLEASE HELP AS I AM GETTING VERY FRUSTRATED AND I HAVE NEVER EXPERIENCED THIS KIND OF CUSTOMER SERVICE SINCE I HAD VERIZON FIOS FOR THE PAST 4 YEARS.

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you. Tonya C.

Customer Service MANAGER just hung up on me

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