Dear Customer Service

It is very frustrating for me. My Visa account *********** keeps getting declined at Apple. I used this very same Visa card on Amazon with no problem. I checked my status for
the card and it is still all good. My friends and I buy a lots of Apple applications on iTune.
We have the correct CVV2, Expiration Date and Billing address, but you keeps declining us. Please fix this problem for me. The issuing bank for this card is Techcombank, one of the largest banks in Vietnam. According to the bank, the transaction is processed in the US. This is a legitimate Visa card.
Please let me know as soon as possible. Apple does a disservice to its brand name by declining legitimate Visa account holders from using the cards in Vietnam.
<edited by host>

I suggest you remove your Visa card number from a public forum.
Is you Visa card a credit card or a debit card?  Please note that debit cards are generally not accepted for iTunes purchases.
You need to contact iTunes support to clarify the issue you are having, as Courcoul suggests.

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     Private Message

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    30th December 2013 – Our Response
    Thank you for your proposal, which we do not find acceptable.  
    Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused.  An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this.  Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
    You say that you will feed back to the agents involved about the terrible service that they have given.  This will make no difference.  If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic.  If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ.  I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
    I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
    Best Wishes
    Guy

  • VZW Customer Service is a Joke (3332 Error Still A Huge Issue)

    I've been using an old (original) Razr flip phone, and recently had the opportunity to purchase a (never used) Razr2 that missed the 3/2011 update. Before forking over a single penny, I googled the 3332 error. It brought me to these very pages where a very helpful Verizon employee (helpful Verizon employee being an oxymoron these days) named MikeS_VZW posted on several different threads about how to fix the 3332 error.
    He posted a direct filepath for store employees to follow, and he also posted a list of phones that the flash would work for. (By the way, all those threads are now locked for some reason.) It was based on this information - a Verizon Wireless Employee posting on the Verizon Wireless Website, that I decided to fork over the money and buy this new phone.
    So a few days ago I head to the Encino, CA store and am told that they don't have any computers at all that a phone can be hooked up to and that he didn't think any stores are able to flash phones. But he did go in back and call around. Turns out that the Flagship stores are still able to flash phones and that the nearest Flagship store was in Porter Ranch.
    Today I went to the Porter Ranch, CA Verizon Wireless Flagship store. Upon entering I explain that I was sent there from Encino to have my phone flashed. I show him a printout of MikeS_VZW's filepath & instructions. The greeter tells me that he doesn't know why they keep sending people to his store but that he will have someone help me out.
    Jean Carlo comes over and I explain the whole thing to him again. First thing that he tells me is that Encino could have done it saving me a extra 30 miles (15 miles each way). Well I say that they told me only Flagship stores could Flash my phone. He tells me Panorama City is also a Flagship store (and only about 4 miles away from me). But whatever, I'm already in the Porter Ranch Store...
    I show him the printout and without looking at it he responds that he knows how to flash a phone. He then goes on to tell me that he can flash my phone but if it burns out, which has happened, then they aren't responsible and I would have to pay the insurance deductible to get a new phone.
    Again, I WOULD HAVE TO PAY MONEY OUT OF MY POCKET, IF THE VERIZON WIRELESS FLAGSHIP STORE EMPLOYEE RUINED MY VERIZON PHONE WHILE TRYING TO GET IT TO PROPERLY WORK ON THE VERIZON WIRELESS NETWORK. Gotcha.
    I told him to go ahead, because if it burned out then I would revert to my super old original Razr and then just wait it out til the end of my contract.
    Ten or so minutes later and brings my phone back as it's still restarting and asks if there's anything else. I say no and he walks away. As soon as it restarts I try to download Backup Assistant and I of course get the 3332 Errror.
    I go to find Jean Carlo, but he's with a customer...20-30 minutes later, I show him the printout of the filepath that he previously refused to look at and ask if that's the filepath he followed because I'm still getting the error message. He tells me to hold on, takes the printout and goes to talk to someone. 5-10 minutes later Benjamin the manager approaches me and says that they can't follow specific filepaths, they can only flash phones with whatever software they have on their computers which are sent to them by Verizon.
    I explain that this is a fix posted to the Verizon Website, by a Verizon Employee and am told that there is nothing they can do and that I should call tech support.
    As soon as I got in my car I called 611 customer service to complain about the runaround that I had gotten which resulted in nothing being done to fix the problem that Verizon themselves created. The cs rep (whose name I didn't get) told me that it sounded like an issue for tech support. So my call to complain about getting the runaround results in getting more runaround.
    I was transferred to Buddy. I explained everything to him, told him about this forum and asked him to pull it up. He was unable to because their computers are very slow and the page kept timing out before it could load (VERY TELLING). He did mention though that anyone could post on the forums that MikeS_VZW might not be a Verizon employee. Buddy's solution was that he offered to replace my new phone (old, out of stock model, but still new and never before used) with a "like new" refurb. This option would 1) not cost me anything, and 2) not require a contract extension. The only 3 phone choices he gave me are all garbage. I wouldn't take any of those phones if I was offered free service to use them. And even if I were willing to try one out to see if it was acceptable, I'd have to send them my Razr2, so I'd be stuck with the garbage once it proved to be garbage. And since he was unable to pull up this forum to see that there is a fix, I asked to speak to a supervisor.
    I was then transferred to Brandon. While his computer was super slow as well, he was able to open the forum and see the filepath that MikeS_VZW had posted. I asked him to verify that we are in agreement that MikeS_VZW is (or at least was) a Verizon employee. He conceded that it appeared that he was. A lot of back and forth later, he promised to call stores in my area to see if he could find one that could and would be able to fix my phone. But before he did that, I asked him if he was able to open the filepath that MikeS_VZW had listed. He tried and said that it had been moved to a different location. He looked to for in that new location and still no luck. Therefore, if he wasn't able to find it, what was the point of asking a store to follow a path to a destination that didn't exist.
    That 611 call lasted 02h 01m 31s. Plus the 45m-1h I spent in the Porter Ranch. All for nothing. All because Verizon has obsolete information posted in it's help forums.
    There was a reply to a (now locked) post dated as recently as February 13, 2013, a mere month ago, saying that they went into a store in Columbus Ohio, and that store was able to fix the problem. Why does one hand not know what the other one is doing.
    Is there anyone else that has had this issue resolved recently?
    I have been a Verizon Wireless customer for over 10 years, since before it was called Verizon Wireless (I started with Airtouch). Slowly but surely, year by year, month by month, and day by day, their service, as in customer service (not wireless service) has steadily gone downhill. They do not care about their customers. They only care about their customers money.
    I have 3 phones in service with Verizon, and as soon as the contract expires on the last one in July, I'm dropping them as fast as they drop calls in the canyons.
    Q: Why create that update in 3/2011 that removed functionality from all the basic/non-smartphones?
    A: Cashmoney*
    By removing functionality you force your customers to upgrade their phones. (Cashmoney)
    By forcing your customers to upgrade their phones you force your customers to sign new 2-year contracts. (Cashmoney)
    By forcing your customers to sign new 2-year contracts when you basically offer nothing but smartphones, you effectively force your customers to switch to a smartphone. (Cashmoney)
    By forcing your customers to switch to a smartphone you force your customers to add data plans. (Cashmoney)
    Q: Why start charging a $30 upgrade fee when it used to be free to upgrade?
    A: Cashmoney
    Dear Verizon, may I please please pretty please pay you $30 for the privilege to continue paying you every month? (Cashmoney)
    Q: Why eliminate the unlimited data plan and move to an obtusely structured tier system?
    A: Cashmoney
    Hey Verizon, do you think there's any way it's possible for me to pay you more, but get way less? Why don't you guys look into that and see what you can come up with. (Cashmoney)
    *Cashmoney - Corporate translation: Added revenue stream
    Note: all the tags relating to this post (i.e. no_help_from_customer_service, money_hungry_company, cancel_contract, cancel_service) were already created by other users prior to me.
    >Subject line edited to remove profanity<
    Message was edited by: Verizon Moderator

    1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
    2. We are not all customers here, Verizon employees are constantly posting on these boards.
    3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
    4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
    5. >Comment deleted<
    Message was edited by: Verizon Moderator

  • My email Conversation with Creative Customer Service Regarding MicroPhoto Rep

    So I am having a problem with my MicroPhoto because it is goign to recovery mode and is not detected by P.C. (my original post, http://forums.creative.com/creativel...ssage.id=98326 )
    Here is my conversation after sending in my info about my player
    ME: Support Inquiry: ID(8) My MP3 player is not detected
    Product: ZEN MicroPhoto
    CCPP Certificate Number:
    Serial Number:
    Purchase Date: /9/2006
    Operating System: Windows XP
    Creative Model Number: DAP-MD0007
    Computer Brand/Model:
    Processor/CPU:
    Memory:
    BIOS Type/Revision:
    System Board/Chipset:
    Detailed Problem Description:
    I am having a problem with my Zen MicroPhoto, it started to "freeze" on
    the Creative Logo while booting up, so I went to the recovery mode and
    used clean up and format all and when I booted up again it gave a
    "firmware error" logo. So now when I boot it to gives me a weird
    scramble of white dots on the screen and goes to the recovery mode. Now
    my computer won't detect it and I downloaded multiple firmwares and they
    wont detect it but the Creative Recovery Tool detects it but when it
    says click "run" on each dialog boxes to continue, no dialog boxes
    appear. It shows up in My Computer under "other" with the label Creative
    Zen MicroPhoto with a 20mb capacity. Obviously something is wrong with
    the firmware and I need help figuring out how to fix it. thanks.
    CREATIVE: Dear Brian,
    Thank you for using Creative's Email Support System. We appreciate the
    opportunity to assist
    you.
    I understand from your emauil that you want to get an out of warranty
    repair for your Zen MicroPhoto.
    Based on the description of the issue you had provided, it sounds as if
    the hard disk of your Zen MicroPhoto needs to be replaced. This costs $
    $0. However, before we can issue you an RMA, we would also need the
    following information from you:
    Purchase Date:
    Serial Number: (Please consult this picture to know where you can find
    your serial number: http://ask.americas.creative.com/wwi..._micro_ser.gif)
    Alternate color choice:
    (Please note that the alternate color choice is only used to decrease
    the turnaround time of your RMA if the unit must be replaced and the
    color of your player is out of stock. If you only prefer to have the
    same color that you sent in, please be sure to note this.)
    I will issue you an RMA as soon as we receive the information that we
    need. I apologize for the delay.
    ME: $0? I can buy a new one for $50 more. I don't mean to seem like a know-it-all but I am strongly convinced it has a software or firmware error. I relize I have a few fields to fill in but I will worry about that later. It seems like all the people on the forum that have the same problem
    CREATIVE: Hi Brian,
    Thanks for choosing Creative!
    I understand you are concerned that your Zen MicroPhoto may have a
    firmware problem because it gave you a firmware problem error. Sorry
    for the confusion.
    Your player most likely does have a firmware problem, but the constant
    freezing also indicates a hard disk problem, which will cost $0 to
    replace. If the firmware is the only problem, then the cost will only
    be $25.
    I recommend considering the new Zen 8GB player. It also includes a
    color screen but will also play videos and contains solid state memory
    instead of a hard dri've, so you don't have to worry about internal
    moving parts wearing out as with the MicroPhoto: http://us.creative.com/products/prod...=&product=6999
    If you would still like to arrange out of warranty service for your
    MicroPhoto, click here: http://us.creative.com/onlinerma/
    I hope this hel
    ps.
    Thanks for choosing Creative!
    Best Regards,
    Technical Support
    Creative Labs Americas
    ME: It doesn't freeze anymore. It only froze when it first got a problem. So when it continued to freeze, I used the clean up and format option in the recovery mode. After I did that it just goes right to the recovery menu.
    I would be willing to pay $25 for a fix but not $0. Would it be possible to arrange it so it could be looked at and fixed but only if it is a firmware problem? If it is a hard dri've problem, I would just want it sent back.
    Thanks for the help.
    CREATIVE: Dear Brian,
    Thank you for contacting Creative Technical Support. I understand that
    your Zen MicroPhoto was displaying a Firmware Error and now only boots
    into the recovery mode. We appreciate the opportunity to assist you
    today.
    This indicates that the firmware was corrupted and deleted from the
    player. The recovery mode is the only place for the player to boot into
    now that the firmware is lost. The only way to correct the issue at this
    point, would be to reload the firmware.
    I see in your previous messages that the player was not properly
    detected by your computer or the recovery tool. If this is the case, the
    player must be sent in for service and can not be resolved at home.
    Here are the last steps you can try before sending the player in:
    . If you would like to try one more time to reload the firmware, please
    first enter a cleanboot of Windows. This will disable certain background
    applications that may be interfering with the installation of your
    software. Please click the link below for detailed instructions:
    http://us.creative.com/support/kb/ar...p?l=3&sid=6738
    2. Next, try the firmware update once more. For detailed instructions
    and the proper download, please click the link below:
    http://us.creative.com/support/kb/ar...p?l=3&sid=4789
    Failing this, you can click the link below to set up the RMA online with
    our new online RMA submission form:
    http://us.creative.com/onlinerma
    Please let us know if you have any other concerns or questions.
    Best Regards,
    Technical Support
    Creative Labs Americas
    ME: Is it O.K. that I don't know my exact date of purchase? Can I put a rough date or does it matter?
    I would like to send my player is to get fixed but under a few conditions that you can assure me will be followed.
    . The hard dri've will WILL NOT be replaced and I WILL NOT be charged $0.
    2. I will be contacted before anything you replace that will cost me more than the original $25 fee.
    Is this alright? email me back.
    I appreciate your help, thanks.
    CREATIVE: Dear Brian,
    Thank you for contacting Creative E-mail Support.
    I understand you have some questions regarding your products warranty
    coverage, and the RMA process.
    In order for the product to be considered under warranty you will have
    to supply a copy of the original retail sales receipt with the date of
    purchase, product purchased and the place it was purchased from. If
    the product is sent in without a copy of a original retail sales receipt
    with that information the product will be deemed out of warranty. The
    minimum out of warranty fee is 25. USD which only reflects labor cost.
    In the event that a part needs to be replaced there will be additional
    parts fees based on the problem you have described the Hard dri've your
    Zen MicroPhoto will likely need to be replaced the cost for hard dri've
    replacement out of warranty is 0. USD for your product. This price
    reflects parts and labor. It is recommended that you send a check or
    money order for the full amount with your Zen MicroPhoto. In the event
    that you do not send a check or money order for the out of warranty fees
    a Creative Representati've will e-mail you to arrange payment prior to
    making any repairs or replacing the player. In the event you do not pay
    the out of warranty cost the player will be dispositioned by the RMA
    department.
    Let us know if you have any additional questions or concerns.
    If you still require assistance, please reply to this email with any
    previous correspondence to ensure the quickest and most accurate
    service.
    Best Regards,
    Technical Support
    Creative Labs Americas
    So basically, if I send in my player I will pretty much be charged $0...which is pointless because there is no way I am paying that.
    I stumbled upon this is site http://www.zenrepair.com/Zen/index.jsp and I may consider trying them. What do you guys think about Creatives service?
    Has anyone ever heard of or tried that Zen service site before?
    *Please remove the names of our advisors before posting support emails. Dale-CLMessage Edited by Dale-CL on 09-23-2007 :06 AM

    Hi,
    I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
    To change your country, contact Customer Service.
    But that has not been possible online.
    Do you have an email contact for them please?
    I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
    I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
    So do I send a letter via Australia Post to:
    Adobe Systems Pty. Ltd.
    Tower 2, Level 27
    201 Sussex Street
    Sydney, NSW 2000
    Australia
    Tel: +61 2 9778 4100
    or how about technology that was 300+ years old and FAX'em
    Fax: +61 2 9778 4190
    Surely email is not too much to ask???

  • How can I get anyone in Customer Services to respo...

    Copy of letter to Customer Services sent in July 2012 and again via email a month later:
    Dear Mr Spencer
    Your ref: *************
    Further to your letter regarding my complaint about the Broadband package taken out from my mother’s address, I am writing to respond as follows:
    The original conversation with a member of BT staff about the set up of a Broadband package at my mother’s property  took place in August 2011 – sometime around 17.08.11.
    It was during this exchange that the discussion took place about transferring the said Broadband package from my mother’s phone line to my flat (address above) when I returned to that address in March 2012.
    Because I knew at that time that we would only require the Broadband services at my mother's address during my residence there, I made it clear that I would require the service to be transferred when I returned to my own home address.
    My mother is 84 years old – does not know how to use the internet and since I moved out of her home in March, has not had a PC/laptop or any Internet-receiving equipment in her home.  We unplugged the Home Hub on the day I left and it has remained in the box ever since.  She does not require the internet now, and never will. 
    My mother and I have both been long-standing customers of BT with unblemished credit records with your company.  I am most disappointed that this situation has now escalated and as you can imagine, my mother is most distressed.
    I cannot accept the results of your findings based on the recordings of only one telephone conversation with your organisation about the original set up of the Broadband account.
    It is the unavoidable fact that I have had many telephone conversations across the last 10 months about both my account  and my mother’s.  Some of the calls with your Customer Services staff will not have been of the standard I would have thought your organisation will expect.

    Hi JulieG,
    Welcome to the forum.  I am sorry to read of the problems you and your mom have had with BT.  I would like the chance to sort this out for you.  I will need account details so that I can look into this properly.
    Please follow John46's advise and drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include the BT account details in question and the link to this thread.  Once I have these details I will investigate and am sure I can help.
    Cheers
    Sean
    BTCare Community Manager
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Verizon Customer Service - Impersonal, scripted, unhelpful.

    This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
    I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
    By the way, my repeated request for escalation to upper management was ignored.
    In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
    Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
    I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
    My original message Sent: Sun Feb 12 03:41:19 MST 2012:
    Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
    I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
    PLEASE RESPOND BY EMAIL because of lack of coverage.
    VZW Response On 02/14/12 12:28 - 2 days later:
    (Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
    Good afternoon David,
    My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
    and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
    I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
    in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
    You also have the following options to process your order:
    1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
    www.verizonwireless.com/storelocator
    2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
    3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
    Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
    beginning of 2011. You will not be eligible for these programs after you upgrade.
    I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
    If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
    David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
    Wireless family since 2008.
    Have a great day!
    Sincerely,
    Ariel
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Tue Feb 14 13:48:18 MST 2012:
    Ariel,
    I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
    Very frustrated,
    David Ford
    VZW Response On 02/16/12 16:19 - 2 days later:
    (Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
    Hello David ,
    My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
    I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
    In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
    Respectfully,
    Clyde
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Thu Feb 16 19:09:01 MST 2012 :
    Clyde,
    I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
    I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
    Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
    David
    VZW Response 02/20/12 09:25 - 4 days later:
    (Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
    Hello David,
    My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
    We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
    The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
    This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
    For additional information regarding Verizon Wireless Network Extender visit the following website:
    Network Extender
    Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
    Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
    Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
    Sincerely,
    Larry
    Verizon Wireless
    Internet Response Team
    My Response 02/20/12 15:03:
    Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
    VZW Response 02/21/12 14:26 - 1 day later:
    (Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
    Dear Verizon Wireless Customer,
    Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
    Just click on the link below to take a quick 3-question survey.
    It is part of our commitment to making your wireless experience the best that it can be.
    Sincerely,
    Verizon Wireless
    >Edited internal VZW phone numbers and extensions<
    Message was edited by: Verizon Administrator

    David, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
    Send the FCC a complaint. You will get a response. I did after 5 months of getting the **. Please pass this along to everyone, that the FCC responds. They will log the complaint with Verizon and then you can followup with a confirmation number. It took approx. 30 days to receive a letter from Verizon. A few weeks later my issue was resolved.
    I think it's time to gather enough willing customers to file a class action lawsuit. It is unfortunate that corporations won't take responsibility with customer complaints/issues unless they are threatened with a lawsuit. We need to hold businesses and their employees accountable.  WWW.esupport.fcc.gov/ccmsforms  888-225-5322  email [email protected]

  • Another Customer Service Compla

    Hi, and thank you for reading this message.
    I've experienced bad customer service from Creative and feel it necessary to add to the other warnings posed in this forum. The basic theme is the same: Creative seems to take deliberate steps to make receiving support (especially warranty service) very difficult.
    Specific ways I have experienced this apparent discouragement from utilizing support are:
    -- Creative uses fees to discourage legitimate telephone support. I am still in my warranty period with my Zen Micro, but I had to pay $5USD to use the telephone to get an RMA for repair. By the way, it was a toll call: the "toll-free" line is not for customer service.
    -- Once I had navigated the telephone system and waited a long time for the "next available representati've," he was surly and acti'vely sought to get me to use email support instead. Even after explaining that it was my preference as a customer to use phone support and that I was willing to pay a fee that I disagreed with to do so, he persisted.
    -- Creative does not provide postage for shipping a defecti've item in for service. Admittedly, I've only required warranty service from a handful of companies, but this is the first time I've had to pay to have a manufacturer correct its mistakes.
    -- Creative is now trying to get me to pay $25USD to have the diagnose the problem with my Zen Micro. Remember, this is after having paid $5USD to have a reluctant technician step through a diagnostic procedure with me over the phone.
    If you are considering making a Creative Labs purchase, please consider whether you can tolerate similar headaches with warranty service. My personal advice is to choose another vendor.
    --Cliff Bowman

    i have been mistreated as well (view exchange of e-mails), does anybody know where in creative i could get help?
    "Dear *name removed*,
    >
    > what you have written is not acceptable.
    >
    > i don't want you to service my battery cover, nor do i care if a screw
    > is missing.
    > the "on" button fell off, and that's exactly what i demand that you fix,
    > and that does fall under the warrenty. any claims of "warrenty voided"
    > because a screw is missing, is your company mistreating her customers.
    > i need the on button fixed, and that's it. 89 usd is basically what i
    > paid for the unit, and is TOTALLY not accepted, especially due to a "missing
    > screw".
    >
    > please fix the button and send it back ASAP. as i've told you - i'm a
    > journalist, and in need of the unit for work reasons, and on a daily
    > basis.
    >
    > if you still think of it as a problem, please refer me to the head of
    > the department, and i'll deal with him directly. i request again - i need
    > your assistance asap. this whole saga is taking too long, and basically -
    > makes "creative" look very bad.
    >
    > with regards,
    >
    > Eyal Marcus
    > 972-522-444965
    >
    >
    > ----- Original Message -----
    > From: "Creative Labs Asia Customer Support"
    > <[email][email protected]][email protected][/url]>
    > To: "Eyal Marcus" <[email][email protected]][email protected][/url]>
    > Sent: Friday, September 22, 2006 9:0 AM
    > Subject: Re: Reference to Case ID: 26438 (KMM47864I6636L0KM)
    >
    >
    >> Dear Eyal Marcus,
    >>
    >> Thank you for sending over the player to Singapore. I would like to
    >> inform you that I have received your parcel dated [22nd September
    > 2006].
    >> The below are the items that received:
    >>
    >> . Creative Zen 20GB
    >>
    >> I had had the unit send to our Creative Care for further verification.
    >> However our officer is unable to servicing the unit. Based on the
    >> infomation [attached photos] from our Creative Care, it seem like your
    >> unit had been tampered and it is not cover under the product warranty.
    >>
    >> . Screw of the Player is missing and you may like to know that any
    >> part/item is being remove from the product is consider as warranty
    >> voided.
    >> 2. The warranty shield is not totally intact with the player.
    >> 3. Broken battery cover
    >>
    >> In order for us to servicing the unit, there will be a cost of USD
    >> 89.00.
    >>
    >> Please let me know if you are open to this resolution. If you have any
    >> additional questions, comments or concerns please include them in your
    >> response and I will do my best to address them. Thank you.
    >>
    >> Best Regards,
    >> *Name removed*
    >> Customer Support Services
    >> Creative Labs Asia"
    please, help me.
    [email][email protected]][email protected][/url]
    Message Edited by Dale-CL on 09-23-2006 0:03 AM

  • 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!

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