Horrible customer support experience with Nokia

I have just had an extremely frustrating and unsatisfactory experience with Nokia's support / repair operation. Unless I can resolve this, I will put my 820 on Ebay and forget all about Nokia and Windows Phone 8.
I initially called Nokia because my 820 would very occasionally freeze when I tried to unlock it to answer an incoming call. The CSR told me to send it in for repair but refused to answer the question "what happens if you cannot duplicate this intermittent issue?". After asking the question many times, being put on hold and then being told over and over again that Nokia's technicians are "very skilled and can repair it" I was put on with a "supervisor" who told me that Nokia has seen this before and can repair it. She said it was a settings issue but would not tell me WHAT settings.
Even though I was pretty sure this was a software issue (and had called primarily to make Nokia aware of it) I sent it in for repair since it is still under warranty.
After it had been in Nokia's hands for a week, I called to see what was happening. The CSR told me over and over that "it was in our facility for repair". After pressing him many times and being put on hold for a supervisor (at my request) he finally told me (I never reached a supervisor) that Nokia was "deciding whether to repair it or replace it" and that it would be returned shortly.
An equally frustrating and lengthy call the next day revealed after MUCH pressing that Nokia had repaired a "mechanical issue" and would be sending it back.
Just now I got an Email with a tracking number and a copy of the repair paperwork. The paperwork states that it was updated (GDR2 I assume) and tested and found to be working. No mention whatsoever of any repair efforts.
In other words, I was lied to TWICE. Once when I was told that the freezing was a known issue and could be repaired. And then again when I was told that a mechanical issue had been repaired.
Is this truly the kind of customer experience Nokia is comfortable with? Really? This was my first experience with Nokia and with Windows Phone and I am here to say without a shadow of a doubt that it will be my LAST unless Nokia can show me that this was an anomaly.
I am writing this here because I don't see any other way into Nokia other than the "support" phone number...... and that didn't work out very well.
Paul

adrianhughes wrote:
guys, please just persist with your local Nokia Care outlet and have your phones repaired to your satisfaction, there is no point taking out your frustration here as it does not get anyone anywhere.
Where do I find a "local Nokia Care outlet"? The only entry to Nokia support I find is the phone number on their web site. If you read my original post, you will see why I found calling that number that a less than stellar experience..... many times. I / we take our frustration out here because there is NO other place to do it.... Nokia is very well insulated from its customers. Maybe I should open a Facebook account?
Since writing my original post, the phone has arrived and I find I was lied to yet again.... although that "lie" kinda cancels out an earlier one. Contrary to the paperwork which states that the ONLY thing they did to the phone was test it, I find that upon close examination they actually seem to have replaced the screen. I can tell because there were a couple near microscopic nicks in the screen that are now absent.
As for whether that actually resolved my original issue, I cannot tell yet. That may take some time since I am in essence trying to prove a negative.
The repair paperwork includes the statement "Passed, software update". Not sure what that means.... the phone as it came back to me was NOT updated to GDR2 / Amber although those updates were available prior to their receiving the phone. The phone came back to me with the same firmware that was in it when I shipped it and I had to do the GDR2 update myself.
Yes, I needed to vent. Yes, I feel (a little) better. But based on my experience this time around, I will go buy an iPhone before I EVER deal with Nokia "support" again. And I am DEFINITELY not an Apple fan, so take that as an indication of my level of frustration. I actually LIKE the 820 and the concept of Windows Phone.
Paul

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Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one

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>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

Post your problem here minus any physical account information. No names, no telephone numbers, address, SSN etc.
Maybe a customer here can assist.
Good Luck

Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day... Seriously???
Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

Having worked in customer service, I have some experience with this kind of situation. Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors. They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor. One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want. If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue. Yes, I wasn't moving at light speed, but that doesn't make me an idiot. It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
I have never had a job that I executed flawlessly day in and day out. Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
Just to clarify: I do not work for Verizon and never have. I worked for a residential phone and internet company.

My Experience With Nokia Customer Care

Hi Everybody,
I was looking to update my Nokia 6275 phone software, I needed to know "how can i?" after i exhausted every available option such as posts in forum, visited NOkia Web Site, etc finally i contacted Nokia CC two times. Firstly I was told to download updated latest version of PC Suit through which i can update my phone software(firmware). I tried that but it didn't work. Today for the second time i contacted again and upon asking them clearly that if there was any update for my Nokia?? i was put on hold for almost 4 to 5 mins and to my surprise NOkia CC executive told me honestly that they (Nokia CC guys) themselves doesn't know what is current version and they do not know if there was any new update released. How Ridiculous??? I questioned him why is it so? Answer is "Nokia stopped manufacturing this model" with this pathetic situation You will get to hear with iVRS upon connecting -- to take short survey about customer's satisfaction moreover Nokia CC guys will also remind you to take Customer's satifaction survey at the end of the call.
Thanks for taking the time to read

what is your your phone model???
press *#0000# and see your firmware version
then go to http://europe.nokia.com/support/download-software/device-software-update/can-i-update
and go sraight to step 3
open your battery
and write your product code in the step 3 box
if the numbers r bigger than the numbers in your phone firmware version then this means you can update
if they r the same then this means you r in the latest firmware
((send me a msg if you want more help
3310,7210,3650,6600,6630,N70,N73,3250,N95,5800,5530

Worst customer support experience!

I bought a brand new Toshiba 40" (40FT2U) in January 2012. On April 4, it died. Toshiba reports that it is a failed Mainboard and would arrange for someone to replace the bad part. As of April 16, the part is still on back order and there is no eta on when it will be repaired.
I was escalated to Chris in Customer Support, who basically told me too bad. He asked me to send my sales slip over and he would contact the repair center 4 days from now. After that, he would call me back to advise how much longer it would take until it could be repaired. When I asked to speak to his manager, I was advised that he "had already answered that question" and he disconnected me.
I have called the Corporate Office and asked to have a manager call me back regarding both Chris' rudeness and on the repair experience I'm having regarding a brand new television. I don't actually expect anyone will call me, but I work as a Supervisor in IT Customer Support and can tell you that heads would roll if one of my staff spoke with a customer the way Chris spoke to me.

OH MY GOD!!!!! I am horrified reading this thread.
I am in the same boat as exactly 4 other users all quoting the same reply from customer service execs for the same Model.
I got a 40" 40FT2U1 LCD on 10th Feb. The TV died and failed to even turn on on 27th April. Since then I have been following up with the customer support and the only answer I get is the case has been handed over to the service partner Nexicor.
Toshiba refused to give an ETA on when the TV will be fixed pusing the responsiblity on Nexicor. Nexicor says the ETA is 24th May to the part to be available. Tech will schedule an appointment after that to come and fix the TC
I tried talking with two case manager they just keep saying that we have to wait for the part to come. Looking at the earlier replies in this thread, TOshiba is clearly struggling to get the spare in time to the repair techs.
I was completley disgusted when a case manager started counting 14 business days to make any other statement. I said stop givving rubbish excuses and put forth the exact situation.
Toshiba being the part provider should be able to stand and clearly say that the spare are not in stock. No product spare takes 4 weeks in backorder. In my case the mainboard is to be replaced.
I completely understand that electronics do fail and they can fail unexpectedly. However what matters is living to the brand name and providing good service in such situations.
I can definielty say that the Model is a lemon for sure considering the amount of failures that occur within the first 3 months of usage.
If you cannot repair the TV in reasonable time, replace the TV with another one of different model and comparable specifications.
Thats is how you stand behind your products , own responsiblities and provide customer support.
I too work in the a customer facing support environment and give excellent customer service.

Longtime customer - terrible experience with T Series over last year

I've been using Thinkpads for for the last 15 years or so, since they first came out and have been a huge evangelist of them vs. other laptops. In the last year, I've lost almost all of the respect that had been earned over 15 years, because of poor product quality and equally poor customer service.
I purchased a near-top-of-the line Thinkpad T60 for about $2000 a little over a year ago.
From the very beginning it had troubles (blue screens, failing ethernet/wireless connectivity). I spent hours and hours with customer service trying all of the obscure things they suggested (which, if I didn't happen to be a technical person, would have been ridiculous to expect a consumer to do). When none of them worked, I shipped the laptop back, and endured a week without it, which as the CEO of a software company, was a big inconvenience, as I rely on my laptop for everything I do.
They didn't fix it. Over the past month, the BSODs have been coming more and more frequently, and I finally decided that my time was too important to be wasted with the lemon I had bought. Somehow, against my better judgment, I decided to go Thinkpad again, buying a T61 this time. There was no indication on how long it would take, but I assumed it would be a few days or maybe even a week, as I had experienced in the past. After three weeks, I still have not received it. I just got off the phone with Lenovo customer support who informed me that it should ship within the next two weeks, but they had no more precise information. When I asked to speak with someone with better information, the representative said there was no one to speak to.
As someone who runs a software company, I understand that unexpected glitches come up, but you can always compensate with good, open communication with the customer.
Lenovo - my experience with you has been horrendous.

Have you sent a private message to Mark_Lenovo? I am sure that he could help you with this matter.
Good luck!
MacBook Pro, with an aluminum unibody enclosure **As of September 15, 2008, our company has completely switched to Apple. Having used ThinkPad products for over 10 years, we had desperately tried to find just one reason to continue using these products, to no avail. We are of the view that ThinkPads are no longer premium products. We wish you the best of luck with your ThinkPad! Happy computing…**

Horrible Customer Support

My Wife and I have the same package and blocks on our phone but I was getting charged for Data. I have no issues to pay for any bills but i need to know what I am charged for, so i have been repeatedly calling customer support, and in presence of the data block I have and the Picture and Text Messaging I have, they were upable to prove why I am getting charged for Data. So they suggested to visit Beechmont Verizon, and there it goes the again the worst cutomer service experience topped up by the manager himself (Keith). A representative over the phone and then the manager himself as well tried to made up reason saying I am getting charged for exceeded picture messages limit, I said ok then why my wife is not getting charged as well. So the "great" manager came up with the reason in your case you could be hitting sp,e button to access web, and i said i know how to use phone and i never do that, and why would i do that repeatedly for 3 months. Also it doesnt have any explaination of what the data charge is for.... so tunred out to be unable to expalin what the data charge is for and an hour wasted. A very sad customer experience with no csutomer satisfaction. I am thinking about terminating my contract and willing to pay the termination fee to get out of this miserable phone comany. Totally not happy.

I guess u failed to understand that I ordered the phone on a FRIDAY right ? Very good, you are correct, FedEx does not operate on a Sunday. But they do on a Saturday. Hence, when im told i can get my item shipping overnight, and its ordered early on a Friday, once can expect it to be here the next day. This happens to be a Saturday. When Im told I had to pay extra for it to be delivered on a Saturday, that means 1) they do deliver on Saturdays 2) that defeats the whole FREE OVERNIGHT SHIPPING promotion, and 3) paying extra wasnt an option and someone higher up told me it shouldnt have even been suggested
In a few years Christmas falls on a Sunday. Wanna guess how many retailers will allow you to order something the Friday before and then receive it on Saturday so you can have it by Sunday? Umm probably all of them.
And im sorry, would you feel better if this happened on March 4th? July 19th? The company doesnt shut down the Saturday after Thanksgiving so why should i not call if I have a concern? Dont people work on Thanksgiving? So your whole argument is irrelevant and ignorant. Lets all be happy that youre not running the show, and the people who are side with me.

Two IPAD 2s with same IMEI # - horrible customer support to resolve issue

A week ago my boyfriend discovered that Verizon had disconnected service to the iPAD 2 I gave him from his account 7 months ago but continued to charge him $11.21 per month for the phone line on a non-existent device. To date I have spoken with more Verizon employees I can count on two hands, been passed back and forth between customer care and the fraud prevention department repeatedly, had to recount this entire story each and every time as well as provide passwords, last 4 digits SS, IPAD IMEI number, phone numbers for the account, named and address for the account, original purchase receipt for the iPAD, and yet, a week later nothing has been resolved, service has not been restored, calls have not been returned as promised, and charges for a so-called "test phone" (that non-existent device) continue to accrue. I have no promised resolution date and there doesn't seem to be any urgency on Verizon's part to either apologize or fix the problem for us.
A year ago my boyfriend purchased a Verizon iPhone and added the IPAD 2 to is data share plan as a second device for $10/month. Apparently last July another Verizon customer walked into a store with an iPAD claiming they were having connectivity issues. Supposedly it was determined that the IMEI number on that individual's device matched the IMEI number for the iPAD 2 on my boyfriend's account. Without bothering to research the issue or contact my boyfriend, Verizon simply removed my boyfriend's iPAD 2 service, converted his data share plan second device to something simply identified in his account as a "Test Phone", and assigned his IMEI number to this other customer's account. My boyfriend isn't the most tech savvy person, so when his iPAD 2 quit accessing the internet he assumed it was something wrong with the iPAD, or a function of where he was at - he spends 5 months of the year in Alaska and coverage is often spotty at best. So he just tossed it aside opting to browse with his iPhone instead. Then last week he just happened to be reviewing his latest Verizon bill and where he expected to see the $10/month charge for the iPAD he saw an $11.21 charge to a phone number he didn't recognize. So he elected to go into a Verizon store to learn what that was about.
There at the Verizon Store the customer service rep informed him that he was "in possession of a stolen iPAD" . This brain trust of an employee went on to explain to my 65 year old boyfriend that since two devices could not possibly have the same IMEI number, and since the IMEI number on his device (which he took with him to the store) matched the IMEI number of the iPAD on another customer's account, the only logical conclusion was that he had somehow acquired this "stolen iPAD" illegally. At that point I was contacted to talk to this Verizon employee since I was the original purchaser of that iPAD. No matter that the customer that now had the iPAD IMEI number on their account acquired that IMEI number after my boyfriend originally registered his iPAD with Verizon. All of a sudden we are the bad guys that stole an iPAD. We were informed that we would have to produce an original receipt before they could discuss this with us further. In other words, guilty of steeling an iPAD until we can prove innocense. I guess the idea that we would register an iPAD, then sell it to another Verizon customer a couple months later, but continue to pay to have the device on our account, then steal the device back from this other customer, and then bring this stolen device into a Verizon store in an attempt to fraudulently register it back onto our account, just seemed like a more likely scenario to this employee. More likely than the one where another Verizon employee maybe fat-fingured the other guy's IMEI number into their system resulting in the system identifying a duplicate IMEI to the one we had already registered, thereby causing this other, highly trained and intelligent, Verizon rep to simply remove the IMEI number from our account and assign it to this other, obviously more honest appearing individual, without bothering to inform my other half his iPAD was no longer going to be registered, and that he would continue to be billed monthly for the service he no longer had. Yeah, right.
I could only think of one other possible scenario, that two iPADs could have the same identical IMEI number. After spending hours on hold,recounting this story to numerous Verizon customer service and fraud reps to no avail, and becoming exceedingly frustrated with the fact that you can never get a direct line to a specific rep you've already worked with and can never speak to the same rep more than once, I decided to contact Apple about the likelihood of this possibility. In spite of having an iPAD that was no longer on any sort of technical service warranty, Apple tech rep answered the phone with less than a 2 minute wait. Listened intently to my story, and expressed complete and utter shock at how I had been treated by Verizon thus far. He stated emphatically that two devices will not have the same, unique IMEI number. Further, he was able to verify that the iPAD I purchased and registered with Apple matched the IMEI number we registered with Verizon in February 2013 and the same IMEI number of the device my boyfriend presented in the store a week ago and that according to their records, the device has always been registered to me and only me. He then called Verizon on my behalf and spoke to the Verizon Customer Care rep - of course, another different one, and vouched for me as the original and only known owner to Apple of that iPAD. He then connected me with that Verizon rep. Ten minutes later with the Apple tech rep off the call, the Verizon CC rep actually told me the Apple tech did not vouch for me during his conversation with her. She did admit he called her, but did not seem to understand why he called her. Wow.
So, next I proceeded to secure a duplicate sales receipt from Best Buy for the purchase I made the day the iPAD 2 first hit the shelf on March 2, 2011. No problems with Best Buy customer service. Back home with an electronic copy of the receipt I called Verizon for what seemed now like the 100th time in 3 days and waited on hold the obligatory 20 minutes, made my way through the automated answering system obstacle course, provided all the various security pass codes, account numbers and answered all the requisite questions which, by now, I am convinced are designed to get the less determined customer to simply give up in exasperation. Only to be told by this new customer care rep that I could not send this receipt electronically to them because "that would be illegal". OMG
I was told I would need to wait until so and so from the fraud department returned his promised call to me - by then two days overdue. Sorry. So, I waited another day and called the fraud department. Got a new person after all the **. Only to have this person give me an e-mail address to send the receipt and then they needed to go as they were so busy and I could call back later. Called back again to see if now that they had the receipt they could tell me what the status was for closing out the investigation and re-activating our iPAD. Got another new person. Of course they can never connect you with anyone you've worked with before. Either they've never heard of all those other people you've talked to or that other person is simply not there. This time it was the latter and I would have to continue to wait two more days when that other person handling the case was supposed to return. Supposedly this other person entered into their notes that they tried to call me. Funny, they had the right contact information for me and I had my cell phone with me the entire time as I was expecting that call. Yet, it never rang, there were no logged missed calls, and no messages on it. So, at this point I am totally out of my mind and I'm sure there are lots of notes in the case file about the irate and unreasonable woman customer that keeps calling about this issue. I ask to speak to a supervisor. I'm told I can't because the her supervisor has already left for the day due to all the long hours they've all been working. I asked to speak to another supervisor. I was told, you can't speak to another supervisor, "you can only speak to my supervisor as I'm not allowed to connect you with anyone but my supervisor. I'm sorry, you'll have to wait.".
So, here it is, now 2 days since that last incredible conversation. Still no one from Verizon has bothered to contact me. I can fully understand that people make mistakes. I can understand that something like this might take time to investigate. I get it. But, what I can't accept is this attitude that the customer is wrong and Verizon never makes mistakes. I can't accept being accused of stealing as the only plausible answer for what has happened. I can't accept that Verizon's Customer Care reps and Fraud Prevention reps make promises to call you back on a specific day and then they never do. I can't understand why they wouldn't at least touch base to let you know they haven't forgotten you. I can't understand why you have to explain the situation over and over again to a different individual every single time you call them. Each and every rep seems to have gone through a very thorough training program where the very first words out of their mouths is "I'm sorry you are having this problem. But, rest assured I am here to fix this for you." After having heard that at least a couple dozen times now, I know how shallow and meaningless those words really are coming from Verizon.
Verizon, shame on you. You've treated us like dirt. You've fraudulently charged us $80 to date and continue to charge us for a non-existent phone on a non-existent service. You don't return calls as promised and I have had to resort to this discussion in hopes of getting resolution. Anyone else feel like they've been treated this badly? I've been a loyal customer for many years.

MatthewS_VZW,
As indicated in the original post, I did contact fraud. Today I contacted them again to get a status. I was informed they closed the case as "not fraud" on the 22nd, but could explain why I was not contacted back regarding this latest status. However, the rep then proceeded to tell me they thought I should send a new photocopy of the receipt because the one I sent in was cutoff. In looking at what I submitted, it was indeed, slightly cutoff at the very bottom. But what was cutoff was entirely irrelevant as the total cost, applied gift cards and final charge to my credit card were all clearly visible in the middle of the receipt. The only thing cutoff was the last line of details on the 4th gift card applied to the payment and the line was only cut in half and still decipherable. Just another stall tactic. Finally the rep agreed that sending a new receipt wasn't really necessary since the case was already closed. She said all we needed to do now was go into a Verizon store with the iPad and they could reactivate it. However, being now very doubtful of anything Verizon has to say, I called Customer Care and that rep said that while the fraud case was indeed closed, nothing has yet been resolved because the other party still has an active device with the same IMEI number. They could not activate our iPad until the mystery of the duplicate number is resolved.
The customer care rep offered to call the other party and see if they would be willing to bring in their device and sales receipt as well. So, he promised to call me back after he tried the other party. Well, Raul at Verizon wins the prize for best customer care so far since he really did call me back! But, apparently the other party told him to pound sand and hung up on him. Raul was uncomfortable with simply deactivating the other customer's device - wish the Verizon rep that deactivated our device last July had been as ethical as Raul. So, we are still in limbo with a device we can't get activated. Raul did at least agree we should be reimbursed for the last 7 months of charges for a non-existent device and supposedly has submitted a request on our behalf to credit us with $80. He also promised to call back tomorrow with an updated status. But, at this point it appears there is no clear path to resolve yet. I don't know what we're going to do or who to elevate this to next. If they can't compel the other party to prove ownership, or if the other party can prove ownership and indeed there are two devices with the same IMEI number, it seems the only solution will be for Verizon to issue a new device to one of the parties so we both can use iPads.

Gift card fail - horrible customer service experience

I recently received my Verizon wireless bill. I went to pay it with a gift card that I received from upgrading to the new iPhone. It had a little over $91 left on it. When I went to pay, the card would not cover the entire bill, and it told me to enter the amount I wanted credited. I entered the full $91+ in the system and pressed enter.
The system started thinking and then about 45 seconds later, I got the message that "the system was currently experiencing problems- please try again later"
I waited 20 minutes and went back into the account. The bill was still there and I went to pay by gift card and now the system told me I had $0 dollars left on it. That is when the fun started.
I spoke to 4 different people in customer service. The first person dropped my call. The second told me to call the number on the back of the card (I told them that Verizon never sent me a card but sent me an email). They told me to call the one number on the email. I did and that number offered no options to actually talk to anyone but the computer was kind enough to tell me my card had zero balance. I called the regular customer service again, pressed the option for billing and got routed into tech support (no clue how that happens). This person had no clue how to help me so they transferred me to another person who really had no clue how to help me. They did say they would escalate my issue to internal support and I would get an answer in 24-48 hours.
Now we are 48 hours later and I have heard nothing. What the hell Verizon?!?!?!
How can you not be taking care of this in a timely manner? I am extremely disappointed at the level of service you are providing. Honestly, when did you guys become as bad as Comcast in helping customers get issues resolved?
Oh and don't get me going about why I needed to even go into the sytem 2 times to apply my gift card credit. Why couldn't I just apply the entire amount and have a credit on my account for the next bill? Would that have been so tough?

We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply! YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Adobe Has HORRIBLE customer support

I'm a High School Art Teacher. I teach Photoshop, Illustrator, After Effects and Premier Pro. A year ago, my family decided that I needed to upgrade from a PC to a Mac. Unfortunatley, I was in no position to buy all new software - even with the educational discount. I've been living off whatever I can get done during my free periods in school. But recently, I needed to develop some photos for my Drawing and Painting class ( for self-portraits - needed to work with the contrast, so I payed out of pocket for the month subscription. I didn't realize that it was an auto-renewal until I got charged again ($60 ) for the month of March. I never selected auto renewal....it is evidently selected automatically for you - go figure. Of course I raced to unsubscribe, but ....no refund. I'm stuck paying $120 now for a job that took me 4 days. When I called for help, I waited a half of an hour for a call back, only to be accidently cut off on their end, and no one called me back. I'm sorry, but the chats are absolutely worthless. I needed some help with the original download as well - no help at all!!!! I mean, I imagine 14 year-olds on the other end . I came from a family that owns a sizeable graphic design company and uses Adobe products - Adobe has been the power house for a long time. But lousy customer service? I expected more. Hey folks, I sell your products every day to my students. I tell them you're the industry standard and they should be getting used to it now. I send them off to some of the best design schools in the North East. I don't know if I'll recommend it so highly in the future.

Noel,
I will respectfully disagree here.
Now, it would be great if Adobe could hire experts in all of its products, and route each call to the appropriate expert. However, I just do not see that happening, at least any time soon. This problem can be greatly exacerbated, if a user has a full suite, and is having problems with more than one program in it.
Now, I have been using, and participating in the Adobe forums, from the days, when they were ONLY available via NNTP - before what we know as the Internet, was even born, I also did use ARPANET way, way back before that. Whether it is for an Adobe product, or another, I have found that the user-to-user (that term is now absent) forums offer better support. Almost everyone there does actually use the product(s).
It used to be much more simple, back when companies, like WordPerfect made only one product. You always got an expert on the phone. However, even back then, if one needed to "write a printer driver," the call might get transferred to the desk across the office, to the "Printer Wizard."
Personally, I am a very big fan of user forums. The only thing that I would possibly have placed above them, would have been a well-written, printed manual, but that is a thing of the past.
As I have mentioned in some other threads on T/S, and the product forums, most, that I frequent, have the addition of an Adobe presence, which is so greatly appreciated, as those employee contributors know what's under the hood, and when we, mere users, run out of ideas, they can often step in - then the OP, plus many of us, learn something new.
Imagine if Adobe were to relocate Chris Cox, and relegate him to answering the phone for simple user calls?
I want him busy in development, and then, if he has any spare time, helping out in the PS forum.
I understand where you are coming from, but just disagree. That, however, does not mean that Adobe could not do a better job.
Just my observations,
Hunt

Horrible Customer Service Experience

The level of service we have experienced was sextremely bad and the customer service was HORRIBLE. I have been a verizon customer for years. We recently switched over to FIOS after being contacted by a representative who advised us it was now available in our area. We mentioned we've had satelite service with another carrier for more than 16yrs and would not likely be willing to change unless their package could mirror our existing services without additional cost, & the internet speed would increase. Needless to say, we made the switch after being assured we had the highest package verizon offered along with the highest speed with FIOS as well as the same premium channels. After a few months we noticed the speed of our internet was nothing different than our previous service. I actually began having trouble logging into my lap top unless I was in the same room as the router.. Nonetheless we didnot call to complain thinking it was just because the service was new to the area and would improve. Well I saw a commercial that said you could upgrade to Verizon Quantum by just turning to the Verizon Channel and clicking on the upgrade.. Thinking I would get a message or email that stated we already had the service, I did just that only to find it allowed the upgrade. the increase to he bill. I thought we would be notified that new equipment due to the upgrade would be issued, but there was nothing. Not to mention still no improverment to the speed. So I contacted them , to address the issues and most importantly ask why a new router had not been sent or offered despite the upgrade to the speed. I was told my current router was "compatible" with the Quantum speed but that I could receive a new Quantum router for an additional $2.00 a month...????????-- If my current router is compatible why would I need to do that ???? not to mention if there is a QUANTUM ROUTER, WHY WOULD THAT NOT HAVE BEEN SENT WHEN THE SERVICE WAS UPGRADED. After some back and forth I was told by the Representative Miranda that I could go to one of their stores to turn in my old router and pick up a Quantum router that same day . She provided me with an order number as well as the address to the store.. Not more than an hour later I drove to the store only to be told, my order appeared in the system but not as a "store pick up" . Jonas , the store manager provided me the tel# to contact Verizon to make the easy change as he described it. The gentleman I spoke to over the phone , told me there was nothing he could do because THE ORDER WAS BEING SHIPPPED .... AND I WOULD RECEIVE IT BY MONDAY.. As I became more livid , I advised them, that was unacceptable. The gentleman over the phone who was extremely difficult to understand told me two more times the order was marked to be shipped and there was nothing he could do. I demaned he create a new order, one that would allow me to do what I was previously instructed to do - which was to turn in my older router at the store and pick up a new one. I was placed on hold several times, to dead silence. The gentleman on the phone would come back to the line only after I continually would say Hello, are you still there. I asked to speak to a supervisor on several occasions but was never allowed to. The gentleman on the phone then told me , I would likely not be able to pick the router up today even if he changed th order... I advised him I was just told by the instore Verizon Representative that he had plenty in stock and the only thing that needed to be done was to make the order a store pick up. After being put on hold again , to dead silence. the gentleman on the phone told me, I would be happy to know HE was able to create a new order. I was given another order number and told I could turn in the router to receive the new QUANTUM ROUTER. I walked ten steps back inside the store , gave the in store representative the new order number and was told he could no locate it in the system. At that point I handed by cell phone to the instore representive for him to work out whatever internal issues there seemed to be with the hard to understand gentleman over the phone. After they determined they were working off of two different systems, Coffee something compared to Coffee something else. the instore representative stated he would enter the order manually and I would be given the new router. Well. I received the new Quantum router.. immediately came home to install it and NOTICED AN IMMEDIATE DIFFERENCE in the speed of the internet service, despite again being told my current router was compatable.. NOT TO MENTION MY LAP TOP WAS RECEIVING AN ADEQUATE SIGNAL IN ALL AREAS OF MY HOME. This goes without saying how deliberate and misleading Verizon can be and has been with the offering of their services.

Despite all the frustration, I am pleased to hear you received a solution to your problem. This gives me new hope for my current situation. Congratulations!

THE WORST CUSTOMER SUPPORT EXPERIENCE EVER!!!!!

Around 7:30 pm tonight I paid my Verizon bill in FULL!

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.

Old DVR on a new installation -- Horrible Customer Service Experience

I have been a Verizon customer for less than 36 hours and I've already been berated by uninformitive customer service reps and been passed around to the point were I'm seriously considering going back to TW.
My "triple play" was connected yesterday and during the installatin I noticed I'm being given an old (6416) DVR. I know for fact that Verizon has been sending out and advertising new (7232) DVRs for a while now, and I'm paying the same price so I asked the Technician and was informed that they did not currently have any 7232 DVRs at their particular location but that this would be an easy fix if I just called 1 800 Verizon because Verizon would be more than happy to replace the DVR if I wanted to. That sounded simple enough so I let it go and didn't make a big fuss during the installation, but boy was I in for a surprise.
I spent a lot of time on the phone today. The first rep I spoke to on the phone had an insanely horstile attitude and asked me "What does it matter if the box looks like the old ones if it can record?" which is an obsurd question as we all know this is not about what the box "looks like". He then proceeded to get very insulting and condecending, telling me I should go online to upgrade, cutting me off to repeat the same instruction everytime I tried to tell him it's not possible to do so online (or atleast I don't know how). He would not let me speak to another represantative so I hung up.
I called again and I was told there is an "option" if I justlogged in to my Verison that lets me choose specific me which equipment I wanted and that there is nothing they can do. So I thanked the rep and headed online only to find out there is no such feature. While trying to figure out where to do this online I was prompted to Chat with an online rep for help so I did:
To my astonishment, the online rep informed me that there is no way to do this online and that I should call a local Verizon store. When I asked if he could please give me the address or the phone number of such store in New York City, he said he did not have that information!
So basically I have spent hours trying to fix something that is not my fault to begin with. I just want a new DVR and I don't think I should have to pay the upgrade fee because I just had this installed yesterday..., can anyone help please?

Hello Aj88
I sent you a private message to help you with your issue.
Thank You
^Jack

Frustrating support experience with Acrobat/Livecycle/Reader

I've been trying to ascertain why a client using Adobe Reader has been unable to save a PDF with form fields that I generated with Livecycle Designer.
I've spent several circuitous hours reading unhelpful Adobe help posts (which I marked as such), the most frustrating of which advised me to select a nonexistent option from a drop down menu -- note that this was not an option that was unavailable to select (grayed out), but rather, it was not an option.
I finally found a post on a third party site indicating that I'd need to upgrade my software in order to allow a Reader user to save their data.
I need to pay more for more features -- that's fine. What has me incised is the amount of time I've wasted reading inexplicably irrelevant Adobe help files only to discover that I need to download something else entirely.
To add insult to injury, after downloading the Free Trial of the version I need, I am prompted for a serial number and am unable to open the software. What happened to the free trial?

akayTEAMS wrote:
the most frustrating of which advised me to select a nonexistent option from a drop down menu
It may or may not exist.
You haven't mentioned the version of Acrobat you are using. If it's 7 or older then no, that option they are talking about doesn't exist.
If it's 8-9, open the file in Acrobat (not Designer) and look for "Enable usage rights in Adobe Reader" under the advanced menu. It WILL be there.

Am I the only one who had horrible Customer Service from Casey on Live Chat??

>>Duplicate post removed to comply with the Verizon Wireless Terms of Service. See Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one<<
Message was edited by: Verizon Moderator

did you all change SIM? any time you change SIM with cash on tap....welcome to a world of pain! i have an s6 edge en route with a new sim and im not looking forward to it! the s6 shop page states the phone is compatible with cash on tap and it probably is. the problem is few people at EE understand how cash on tap works/how to fix it. there is EE customer services, behind them 2nd line technical who deal with corporate stuff mainly - they will be able to contact the right people to fix it if you can somehow manage to get through to them. Ask to be put through to David Boyce in technical support or someone on the same team as him. The only person I found who understood and was able to fix the issue! **apologies in advance for name dropping him** then there is cash on tap customer services that EE customer service will probably transfer you to - they can "refresh" your account - will probably do nothing but worth a try the company that can actually fix it are another 3rd party that run the provisioning of the SIM - i don't think there is a way to get in contact with them...it's ridiculous took me 2 weeks of daily phone calls to get it fixed last time.

Horrible customer support experience with Nokia

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