How to escalate your Verizon complaint.

I can help you. I can send you a PM with the information for the executive line and the email for their CEO if you can't get satisfaction here, just let me know. I too have gotten no where with my problem. One of the reps actually laughed at my wife when she explained to them that my autistic son had used the remote to order foreign languagechannels. Absolutely horrid. I've spoken with close to 10 reps, most of which were superviosrs and have gotten no where. Anyone with common sense could look and see that most follks do not speak 4-5 languages in the home. He also initiated a hockey package that we caught back in October and we cancelled it. We noticed again on our last bill and see we have been charged an additional $150 for that and when I call they say the cancellation was for next year. Really? Give me a break. Not to mention the fact that they have the capability to see that none of this programming is ever even used a quick and easy way to validate my issue assuming the common sense doesn't kick in. I wish you luck with your issue. 

Please, gene19728, can you forward me the executive line and email contact for their CEO? I'm going insane from Verizon's unresposiveness. Thank you.

Similar Messages

  • How to connect your Verizon 4510L to your home Wifi Network

    Hello there! 
    I recently set my mom up with one of these guys and ran into the problem of having more than 5 devices that need to connect to the Internet and/or each other.  I couldn't find any resources online that described how this can be done, or even if it is allowed.  So I figured I would finally contribute to the Online community and share my success with all of you!  As a disclaimer:  I am not Verizon/Linksys/etc technical support and provide the following information freely and without warranty. The instructions below are specific to my configuration, and while yours WILL work using the same general principles, the exact steps required to make it work may be different.  In other words, YMMV   Good Luck!
    First off, my environment doesn't equal your environment, and what I will describe below is one of the more complex scenarios.  You can disregard any extra routers if you only use 1.  Here is the environment I had to work with:
    A large 2 story home with a basement area as well.  The wifi signal does not travel well from floor to floor, so we had to have 1 wireless router per floor.  We DID have the luxury of using home wiring to to phsycally connect both routers together, if you don't have that luxury, I might suggest using a "Powerline" adapter to help wire your two routers together.  Some devices required wired connectivity on both floors as well, so wireless repeaters would not be sufficient.  We purchased 2 routers to accomplish the following task.  Brand of router should not matter.  If your home is a 1 story, or have adequate coverage from a single router, you can disregard the 2nd (SLAVE) router instructions (4-5) below. 
    First off, what you will need to make this work:
    One or more Wireless Routers (we used Linksys Wireless-G or Wireless-N 4-port routers)
         *EDIT: You need only 1 router, and if an additional access point is needed, purchase an Access Point or repeater with wired/wireless capabilities*
    Verizon JetPack 4510L MiFI device
    One Wireless Bridge (we used Linksys WET610 1-port Entertainment Bridge)
    Next, lets setup the wireless/wired home network to connect all devices with one another:
    1) Choose one router to be the MASTER, and the other to simply be your SLAVE/repeater for the other floor.
    2) Before physically connecting the MASTER and SLAVE routers together perform the following:
    3) On the MASTER router:
         - Change the router IP address to 192.168.10.1
              - The 10 is random, and you can make it whatever you want (as long as it isn't "1"), just remember it and keep it consistent.
         - Configure DHCP (usually on by default) but change the subnet from 192.168.1.x to 192.168.10.x.
              - The reason for changing the DHCP subnet is because your 4510L device uses DHCP as well, and it is configured to use 192.168.1.x
                   - They can't be the same or it won't work
         - Configure your wireless SSID and security (preferably WPA2)
    4) On the SLAVE router *EDIT: or repeater or access point*:
         - Change the router IP address something outside the DHCP range 1-100, but on the same subnet as the master router (ie. 192.168.10.101)
         - Disable DHCP on the router, as all address assignment is going to come from the MASTER
              - You may want to tape over the WAN port as well to remind yourself that it will not be used
         - Configure your wireless SSID and security to match that of the MASTER router
              - This will make it easier for your clients to use both access points and move throughout your home without having an issue
    5) Connect both routers together with Ethernet (either direct cable, home ethernet wiring, powerline adapter, etc)
         - You want to connect both routers using one of the built in network ports (1-4)
    There, now you have both floors of your home setup to accept either wired or wireless clients who will be assigned 192.168.10.x IP addresses.  However, they will not have access to the Internet...yet!
    The MiFi device by default has a long SSID, and the password to connect is on a label on the bottom of it.  Power it on in the room next to a computer (probably a windows computer), and view your wireless networks to connect to from the desktop.  You will probably see the wireless network name you just created on the routers and the "Verizon ..." MiFi name.  Simply make a note of the EXACT SSID being broadcasted by the MiFi device.  If you changed the default WiFi password before attempting this, make a note of that new password as well.
    Next, lets use the key to making this thing work...the Wireless Bridge.  The wireless bridge first needs to be physically connected to either router on ports 1-4.  The bridge will get an IP address assigned to it and you will need to find that address out so that you can access it from a web browser.  The easiest way to find that out is to connect to the MASTER routers web-based administration page (http://192.168.10.1), click on Status menu->Local network, and then click the "DHCP client table" button.  You will find the bridge name and IP address there.  Keep that administration window open. 
    Next, connect your web browser with the bridges IP address so that you can manually configure it to access the MiFi device.  The bridge will ask if you want auto or manual configuration, and you want manual.  When prompted for the SSID and security type, type in the SSID of the MiFi device EXACTLY as you wrote it down.  Next, under security, change the type to WPA2-Personal, and type in the password to access the Verizon MiFi device (either on the sticker under it, or whatever you previously changed it to).  Once you complete that setup, the status page should tell you that the bridge is connected and have an IP address (192.168.1.x) assigned to it.  Once that is done, you can close your web browser to the wireless bridge.
    Disconnect the bridge from the routers network ports and now connect it to the MASTER routers WAN port.
    Next, return to the MASTER routers web-based administration page (http://192.168.10.1), click on the Status menu and view the WAN IP information.  If everything was connected correctly:
    MiFi wirelessly -> Wireless Bridge wired -> Master router WAN port (then optionally wired from port 1) -> Slave router port 1 
    Then, you should see the WAN IP address of 192.168.1.x assigned to your MASTER router.
    If you do see that, then congratulations, open a web browser from any of your wired/wireless clients connected to your home network, and you should be able to access the Internet!  You will be able to support as many clients as your Routers will allow you to directly connect (104 if I am not mistaken)...Yay!
    I hope my experience helps you all in achieving the same results!
    Troubleshooting:
    If you do not see a WAN IP address, you might want to power off the MASTER router, the Wireless Bridge and MiFi device.  Then in the following order power up each one, one at a time, giving the unit time to fully configure and connect to their respective networks:  First MiFi, then the Bridge, then the MASTER router.
    After the Master router is fully powered on, test a webpage again from any client connected to your new home network and it should work. 
    If it _still_ doesn't work, I would recheck the steps listed above to see if anything was missed.  Particularly, making sure you changed the router IP and DHCP subnet of the MASTER router to something other than 192.168.1.x.
    Good Luck!

    Q: "In your example of using the wireless repeater, assuming it is on a different floor than the main router, how are the clients connecting to the network on that floor?"
    A: However you like, both devices support thier own cabled and wireless connections. 
    I assume you are only interested in wireless client connections since cable connections are straight forward.  Depending on how you setup the SSID's clients will connect to either the router or the repeater and they should be overlapping eachother a little. 
    Same SSID:
    If the router and repeater share the same SSID then the client will decide on thier own which one to connect to.  The client will roam between the two on its own criteria as the user moves around the enviornment.  Roaming and transitioning will happen seamlessly for you and you should not notice a break in your connection unless you have something really specific connected to the internet.  In most cases you cannot influence this behavior on your devices as they all have thier own criteria for choosing one SSID over another with a similar name. 
    Different SSID:
    If the SSID's are different then the user must manually connect to one network or the other.  Roaming will not be seamless and as the user walks out of range the client will be disconnected from the device.  This provides the best reliability and control but requires more user intervention.
    Q:"So correct me if I am wrong, but in your setup, there would be 2 wifi network, and the soft limitation of 4 devices on the repeater floor.
    A. Nope, the repeater will support as many devices as it can, depending on the model you purchase.  Even though the repeater needs a wireless connection with the MiFi, the Repeater rebroadcasts and acts as its own independant wireless router.  The MiFi could care lesss how many people are connected to the Repeater, all it see's is one connection.  If you removed the MiFi from the repeater then the repeater will continue to broadcast its own SSID.  Clients connected to the repeater will not be disconnected from the repeater SSID but they would not recieve internet until the MiFi returns.
    With the repeater enviornment you could have 10 people on the repeater, 10 people on the wireless router and 4 people directly conneted to the MiFi all at the same time.  I dont suggest it running like that for performance reasons but hopefully you get the idea.

  • How do I submit a complaint to Verizon?

    Does anyone know if there is a way - other than posts in this forum - to submit a complaint to Verizon about its customer service?  Or am I doomed to wander Verizon's barren wasteland of customer service for eternity? Several weeks ago, I called to order a premium channel and was offered a 50% discount.  I accepted, the channel was turned on, and yesterday I received my bill, with the channel charged at full price.  I called the same number again tonight to get the discount applied, and was told it could not be applied because the Verizon system did not show that I made any calls to Verizon...since 2012.  Had it all been a dream?, I asked myself.  But no, there on my bill it showed that I had clearly called to order the premium channel on March 27th.  Looking back now, I'm not sure why, but I spent several minutes trying to understand how this could have happened, and why it could not be easily remedied by simply honoring the discount, but I had no success.  I asked to escalate this with a supervisor, who I hoped would be able to solve the mystery of the missing discount for me.  Wouldn't you know it, the rep informed me, the supervisors are all in a meeting!  And, miraculously, it was scheduled to end exactly when the customer service office closes, so I would not be getting a return call tonight.  I asked to submit a complaint, upon which I was told I could not submit a complaint about the discount, because there was no notation of the call on which I was offered said discount.  Before my mind had a chance to explode, I asked if there were any other avenues for submitting a complaint about this. Surely that customer service rep is cackling to herself now, having delivered me into the kafkaesque hell that is the Verizon customer service website.  Initially presuming some reasonableness in the design of a major website, I began by clicking on the "Contact Us" link for billing questions, and was rewarded with reams of options for registering my complaint; alas, they appear to have been written in white font on the white Verizon backdrop:Forging ahead, I imposed upon the friendly looking avatar in the upper right to ask the question, "How do I make a complaint?"  The response was vexing indeed: I wondered, am I . . . the first one ever to complain to Verizon?  How else to explain the machine's inability to comprehend such a simple request?  Excited now, I pressed on for a solution, and found that I could try the Verizon support "community."  So here I am, asking why Verizon would lead me on this path to air my complaint for all to see, my criticism snowballing, rather than provide an easy way to seek an answer to my original question. Unfortunately, unlike fictional travelers of an infinite loop, attempting to navigate Verizon's "customer support" has cost me an hour of my night and fair amount of my sanity.  If anyone has any ideas how to escape this, they would be very much appreciated.

    Two days now, I have been attempting to get an answer. Yes, I have a complaint. And, the documentation to support it exists. Have been a long time FiOS customer in Newton, MA (must be over 15 years). We were one of the first on our street to pioneer with Verizon. And, we have had nothing but great things to say about the product service, technical support (when needed) and the customer support (when needed). We are in the process of retiring to Virginia and on our list of "needs" was a FiOS wired home.On July 28th, Verizon confirmed FiOS was available in the actual UNIT we were looking to buy (this knowledge led us to seal the deal on the condo -- that's how important FiOS quality and service is to us!). Here is a copy of our resulting online Verizon FiOS order for service at the condo that we purchased on August 4th. I also have an accompanying transcript of the Chat discussion where an actual (as in "alive") customer service agent walked me through this order. We ordered all the same FiOS services as we had in Newton, FiOS to FiOS. (Note the titles "FiOS" that appear below on our actual order ).Service Address[address redacted]
    RICHMOND, VA, 23231Order InfoOrder number: VA111... [redacted]
    Order date: Jul 28, 2015View a copy of your Billing EstimateIncluded in this order:FiOS Internet 30 Mbps/ 5 MbpsFiOS TV Ultimate HDVoiceView Channel LineupOn August 5th, the Verizon technician arrived as scheduled to complete the hook up to FiOS. Let's get to the point. What we have in our condo is internet, cable tv, and phone (yep, the bundle) delivered over a DSL phone line! Yes, FiOS fiber optic is connected to the building's basement. And ends there. From that point on, a telephone wire is used to connect the condo down to the FiOS line in the basement. A DSL telephone wire (from the stone ages!!) that is incapable of providing FiOS quality and speed. This deception has led us to purchasing a home that does not have the Verizon services promised by Verizon. To say we're disappointed does not even BEGIN to capture the emotions we are experiencing.VERIZON: Will someone there, with authority, contact us about running coax cable instead of telephone wire and make this right? 

  • How to "escalate" complaints...

    in order to "escalate" a complaint... which means that you have come to the point where customer/tech support is not resolving your problem... you might send a letter or email to one, more is better, person(s)... from this list i created... REMEMBER  to write in a clear, professional manner... and ALWAYS put this at the very bottom of the page you are either emailing or snailmailing or even faxing... 
    cc:legal/verizon/complaint/the date of your letter or email goes here
    a written complaint with the original in your possession is taken much more seriously than a phone call!  this is true of any issue with any person or business or organization...
    also, when you send a complaint to multiple persons, this causes the recipient to be more responsive as he/she sees the other recipients on your document...
    when you get a response from a higher up, perhaps an email with the term "escalation", be prepared to clearly state your complaint, and tell the person that you are keeping a record of this communication...
    now for some contacts to send complaints to (sending to multiple persons is always better, even if the area of their responsibility does not seem to match your complaints, imo...):
    {edited for privacy}

    I am surprised the contacts were deleted, when they are readily available ON the Verizon Wireless site itself.
    Just Google, Executives of Verizon Wireless. First Verizon link listed is Verizon's executives. Personally I would contact the regional management first, then if no resolution, then the executive leadership. Both groups are on that page.

  • How To Use Your Own Router with Out Loosing Verizon's FIOS Services

    How to use your own router with Verizon’s FIOS Service
    First, you need a basic understanding of how FIOS works but unfortunately there are two types of FIOS systems out there. All of the systems utilize a fiber optic cable to bring TV, phone and internet to your location over one optic cable. In addition these systems provide interactivity including widgets, remote DVR, movies on demand and so forth via an IP (Internet Protocol) signal.  Your STB (Set Tip Box) requires both a video and IP signal. The IP signal is necessary for all of the aforementioned interactivity.  The fiber cable terminates at the Optical Network Terminal or ONT for short.  The ONT converts the optics into a digital signal that can be utilized by ones equipment.  From the ONT your video, phone and internet are provided to the location.  This is where things can differ as the internet signal can be provided via a coaxial (MoCA or Multimedia over Coax Alliance) or RJ45 Cat5 (Ethernet) cable.  It is important to identify and understand the differences of these two setups.  In my case I have my internet entering via Ethernet cable, which in my humble opinion makes things a heck of a lot easier.
    How does one tell the difference? In most cases it’s rather simple; just look at the Verizon’s router WAN (Wide Area Network) Port.  Does it have a RJ45 (Ethernet) or Coax (TV cable Cord) going to it? If the router’s WAN port doesn’t have a coaxial connector then one will need to convert the MoCA signal into a usable Ethernet signal that routers understand. The easiest way is to use Verizon’s router as a bridge. In this method the Verizon’s router simply converts the signal and passes it along to your own router. The challenge is to try to maintain the interactivity that FIOS TV provides. Because of this one needs to supply the IP routed signal back to the FIOS router.  There are multiple methods for doing this and I would recommend investigates which one make the most sense.   
    In my particular case the IP signal was provided by Ethernet.  Again there are various ways of installing one’s own router. The hardest is to utilize Verizon’s router as a bridge.  This setup requires configuring Verizon’s router as a bridge and also creating a VLAN (Virtual Local Area Networks). In addition one needs to set up their own router so it will work with the various routing tables and networks. For me this is too complex for the average person and it can be difficult to trouble shoot if something goes wrong. Please consider that Verizon will not support utilizing third party routers.   
    The easier method is to request an Ethernet signal (if you don’t already have one) from their ONT.  I would highly recommend getting your hands on a NIM or Network Interface Module. This device is used to convert Ethernet to Coaxial so it can be fed back to your STBs.  These can be purchased online and Verizon technicians can be a valuable resource with these sorts of acquisition.  At the very least they can point you to the right direction.  Once you have a NIM the rest is rather simple.
    Log into the current Verizon Router.
    Located the router’s MAC address and copy it down.
    Go to the port forwarding section and copy down the Applied Rules. 
    Example:  
    Network Computer/Device: 192.168.1.100:63145
    Application & Ports Forward:  Application UDP Any -> 6347  
    Note: There may be up to three entries for each one of your Set Top Boxes.
    Look at your current device list, typically found on the home screen. Copy down your STB MAC and IP address.
    Example:
    IP-STB1
    Connection Type: Ethernet
    * IP Address: 192.168.1.100
    IP Address Allocation: DHCP
    *MAC Address:                07:73:fFe:ad:8b:3f
    * Things you will need to write down
    Go to the network section and look for the main Ethernet connection.  Select this and then select more setting, typically found at the bottom. Release the current lease.
    Remove the Verizon router
    Install your router
    Connect the NIM by plugging in an Ethernet from one of the routers LAN (Local Area Network) ports to your NIM. Then connect the coax cable, the same cable that was used by Verizon router.
    Set you DHCP routing IP pool to accommodate Verizon’s STB IP’s  (note their IP’s start at 192.168.1.100)
    Go to DHCP section and reserve the STB IP’s by inserting the IP’s and MAC addresses. This shall ensure that nothing else utilizes the same IPs as the STBs thereby preventing IP address conflict.  
    Add the port forwards from Step 5 above.
    Clone Verizon’s Mac Address utilizing the info from step 2
    Finish setting up the router in typical fashion.
    Unplug and re-plugin your STB’s and test functionality.  It’s best to try using a widget or Movie on demand function.
    Note: if the new router can net get an internet signal contact Verizon’s support and have them release the IP and reset the ONT.  
    EVERYTHING should be working at this point.

     3 Go to the port forwarding section and copy down the Applied Rules. 
    Example:  
    Network Computer/Device: 192.168.1.100:63145
    Application & Ports Forward:  Application UDP Any -> 6347  
    Note: There may be up to three entries for each one of your Set Top Boxes.G
    Your display obviously is not like mine as mine does not dosplay the port associated with the ip address
    whatever, the STB's start at 192.168.1.100 and icement by 1 for each
    the port addr's will be 63145 alo incrementing by 1
    there is 1 entry for each in my pf list
    however each ip addr also has a port entry starting at 35000 also incrementing by 1 for each ip addr
    For some unknow reason these are duplicated e.g I appear to have 11 entries exaactly the same for each stb and as the fios services rules have no action switc there is nowhere to delete the extraneous garbage.
    Why do you clone the mac addr??

  • How do I file a complaint about horrible, incompetent and negligent customer service?

    I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
    On Wednesday, January 21st, I got a call from Verizon Loyalty Department about a "promotion", which I get $25 credit on each line if I upgrade with edge plan. I wasn't sure what phone to change, so I asked them to call me back on Friday. They called me on Thursday, but I couldn't get the call, so I called them on Friday and talked to the customer service. I wasn't still sure about the upgrades, so I asked them about the upgrades with $25 credit would still apply several weeks later if I decide to upgrade, the first representative whom I've talked to looked at my plan and said something like, "Yes, that is absolutely possible. I was looking through your plan, and since you are a loyal customer and ended your 2 year contract with us, I can give you $25 off on your each line. I asked them would I still get the $25 credit for each line when I upgrade to edge plan. He said yes because the $25 off that he is giving me is for the monthly charge and the edge plan $25 credit was for the equipment charges. So Month to Month $25 off was applied on the Jan 24th, and activated on 29th.
    After I finally decided to upgrade my phone, I called Verizon customer service the next week. I do not recall the exact day but on 28th or 29th I called to upgrade it, and the second representative also assured me that the credits were going to happen, and then he offered me to bump down my data to 6 gb from 8 gb to save money because I use less then 6 gb each month. I bumped down to 6gb loyalty plan so I was only paying $60 per month instead of $70 per month. The representative told me I would be only paying around $120 per month. I forgot to ask my sister what phone she wanted to change, so I didn't upgrade it right a way. So only the data plan changed on that day.
    I was extremely busy with my work for few weeks, and I finally called again to upgrade it, the third representative told me different old me that the previous representative was wrong about giving me another $25 credit when I upgrade with edge plan. So I ended up upgrading both of my lines with $25 credit on each line plus $60 for 6gb data. But she said I would be still paying less then what I normally pay, which is around $183. I upgraded and took me few days to receive my phone. I checked my bill and it was showing different than what I was told. I called again and explain all this thing again and the lady adjusted my data plan - 6gb loyalty plan for $50. She said she doesn't know what other representative was doing, but this will fix that I would only pay around $150-160 per month.  After I got my phone, I called verizon to activate my phone (I don't really remember it was before or after, I just talked to them too many times and they have changed my promotions and plans too many times in very short time). He also confirmed $25 credit off for each line, but there was one time tax fee that none of the representative has mentioned while I asked bunch of questions about the upgrading fee and how much it would cost on the first month and etc.)
    After all of that happened, I was settled and didn't think about the payment until I got $290 with only $15 credit on my bill. I called again and asked what happened and the representative told me she doesn't know why this happened and why the previous representatives told you something that weren't true. and I had to go through the explanation again. She said she fixed it and everything was taken care of.
    I checked my bill today. My plan was changed to $90 for 6gb and I was paying $30 more than I originally paying which was around $180 and $50 more than I was supposed to pay. I called the representative today, explained the previous situation and asked why this happened. Basically he told me that all the previous representatives were lying to me. Are you kidding me? They were lying to me? How am I suppose to know if he wasn't "lying" to me? He said only thing he can do is change back to my original plan and amount, and I would pay $6 more than what I used to pay which was about $183.. I asked me if I would get the the 8gb back. He told me that isn't possible. The change did not happen so far. I am tired of calling verizon and more tired of getting different answers from different representative.
    I am seriously concerning about changing my service to different carrier. I have to call the verizon every single month when there is a change in my plan. If they were really lying about the promotion and plan just to sell more service, they should be suspended or fired or something, and I need my money back for overcharged fee and need some kind of compensation for my wasted time and stress I got from this.

    Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers) 
    I also left the part that I actually went to the website and 'researched' the different plans that all the representatives were talking about after I hung up on the phone each time. I joined the forum today because I wanted to know where and how I could file the complaints on verizon customer service after today's call. I should have been more clear on what I was asking, but I thought I was clear enough on my title "How do I file a complaint...?"  Yes I am angry at the fact I didn't get what I thought I was getting, but I am more frustrated the fact every single time I talked to the customer service I get an answer from the rep. I am on the phone, saying "Previous representative you've talked were wrong about this," or "They were lying." The representative, then, would fix my issue, but I would still get the conflicted bills. Don't I suppose to call the customer service to fix it? What's the customer service for if it's not for that?

  • How to Maintain SLA in Complaint transaction

    Dear all,
    How to maintenance SLAs for CRM complaints transaction.
    Scenario:
    our client wants to store Complaint processing time in SAP. if complaint is coming through phone..it has to be addressed with in 1 day, if customer directly comes it has to be resolved with in 1 hour like that....
    can we map this in complaint transaction..How to configure this in SAP CRM?
    We are not maintaining Service Contracts per each customer in our system.
    Your suggestions are highly appreciated
    Thanks & Best regards
    Raghu ram

    Hi Ram, Thanks for the response but it is not clear to me. Please help me to understand the scenario in following concerns.
    1. When you say 'Service Master' is it a Service product master which need to be created for SLA's in CRM system?
    2. How to maintain duration details on basis of specific status in the transaction?
    3. If the given duration exceeds for a specific status...how to escalate it to next level?
    4. Is there any way of mapping this scenario instead of maintaining SLA as a product in the transaction?
    Kindly suggest...Your help will be greatly appreciated.
    Regards
    Raghu ram

  • How to lodge a formal complaint for billing errors???

    I have had billing errors for the past 2 months.  I speak to customer service and they keep (very nicely) taking my data and my bills are still coming in wrong.
    Does anyone know how to escalate?
    Thanks!

    I truly hope someone with authority can help me with a billing issue I cannot seem to get anyone to resolve.  I have tried severeal times to get this resolved with Verizon customer service, a supervisor/manager at Verizon customer service and a Manager at a local Verizon wireless store. I noticed I am getting overage charges for my account which I have had with Verizon wireless since the early years.  I have 4 smart phones and one work pad on the service under one account.  Back in November, I received a notification that my account was about to exceed the 10 GB allowed on my service agreement and would I like to add an additonal 7GB for $10.00 per month.  It said if you want to add this, reply YES.  I replied YES.  I even still have the text and response on my smart phone.
    One of the customer service reps and Supervisor/Manage I spoke with said they didn't show any record of the Text from Verizon or my response.  I asked how that could happen when the tesxt message and response are still on my phone.  The Manager said they couldn't just take my word for it since they didn't see anything about the text to me or my reply.  She stated I would have to take my phone to a Verizon Wireless Coirporate location (Montgomeryville, PA) closest to me, show the Manager my text message and my reply on my phone and have the Manager go in to my account and make a note that they personally saw the text messages and then contact customer service back.
    I did that and even took a picture of my phone with both text messages on it to leave with the Manager at Verizon.  He went to his office and came back in about 5 minutes and said, "Okay, I made a notification to your account that I saw the text messages on your phone.
    I re-contacted Verizon Customer service the next day, spoke to a customer service rep and another supervisor/manager who said, nothing could be done because Verizon doesn't offer that plan anymore since it was a special offer back then in November.  Even though both the Manager and customer service rep agreed it wasn't right and they were sorry, they couldn't do anything about it since it isn't offered anymore.  Instead, it will cost me an additional $30.00 per month to get an additional 6GB added to my account.  They finally offered a few months credit for the difference between the $10 and the $30 but it just isn't right.
    I hope to hear from someone to do the right thing.  The real clincher is that I am a Verizon Retiree.  Really helped me out a lot so good luck to those of you that aren't.
    Ed

  • How bad is the Verizon customer service?

    how bad is the Verizon customer service? Well let me tell you. I just got off the phone with from their Finance Department, who called me, and they asked when I would be paying my bill. I answered never. He asked why. I said I had a billing dispute. He asked to go over the bill together (the first rep to do this) having going over the issues and reviewing the notes he said “oh wow”. I informed him that I filed a complaint to the BBB, FTC and FCC and filed a small claims suit against them. He said he understood why. He then said he would unsuspended my 3 lines (I have already disconnected 2 of them) and place my account in a “billing dispute status”. I said thank you. After about 30 minutes I called back when my saw my lines still suspended. Both the finance department and customer service both said the lines were still suspended both blaming the other department as a reason. Got to love the Verizon teamwork. Any suggestions?

    They may have stated over the phone your account was in a "billing dispute status" however you can ONLY do so in writing.
    From the customer agreement:
    HOW AND WHEN CAN I DISPUTE CHARGES?
    If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE.
    Simply send in a notice of dispute form. Since you have already filed a "small claims case", I would think it may be unnecessary, though, but it can't hurt to be thorough.

  • How to use your Global ready phone in Mexico.

    PREVIEW
    Traveling Abroad in Mexico with a Verizon Phone
    How to Use a Verizon Global Ready Phone Abroad
     So your planning a trip to Cancun Mexico and want internet/cell service with out paying Roaming fees to your U.S service provider here is what you need to know to have access to Facebook, Vonage, Google maps, email and other apps while abroad.
    I will cover two bases one for your Global ready/Unlocked phone and the other for a personal Hotspot in your room or wherever your laptop will be this is only If you plain to purchase or have semi-free WiFi service from the Hotel.First I will cover your smartphone:
    The phone I used and test this with was mostly on my Razr Maxx from Motorola from the Verizon network. This can also worked with a Iphone 4S (You need to call Verizon First before traveling) please check out this thread to use your iPhone Unlocking Iphone for International Travel
    Note: you only have to do this once per-iPhone after that it is global ready as long as you own it.
    For a Android phone they are Global ready phones no need to call Verizon it is already ready. Popular Android phones that are Global ready ie. Razr, Razr Maxx,plus both HD versions also, The Samsung GS3 and GS4 are Global ready.
    For those who don't know, All Verizon 4G phones carry a sim card inside. They can be replace with a non-U.S carrier sim.(Make sure you insert the sim in the right way or it will not work.) If you try to use a none Verizon sim in the U.S it will be blocked by The Verizon network.
    Verizon runs off of both GSM and Cdma networks but while aboard you have a option to change these features.
    By pressing the menu button click System Setting> More / Wireless & Networks>Mobile Networks>Network Mode.
    Step 1.
    Most important leave your phone in airplane mode once you reach your destination you can still use WiFi while your phone is in this mode. While in Mexico or any country aboard you will need a local sim from any carrier that is GSM. A prepaid sim works great, some/most company's will make you pay a fee for the sim and they will not provide any help with setting your phone up to there services.
    Here are a two reasons why. #1 You did not buy it from them. #2 They really don't know your Verizon, AT&T and T-mobile phone setup, Yes it is different then the same phones they sell on their own network. So buying a prepaid sim card is your best option then paying roaming fees to your U.S carrier.
    After you have you sim you purchase the Data amount you think you will need you I got 1GB which was way more then enough for 5 days. I was consistently using my phone checking in on Foursquare etc.. you will also receive a local phone number too. I used a telcel sim card In Cancun The Telcel company is located in the Hotel Zone # 2 Blvd Kukulcan Km 12.5 77500 Cancún, Quintana Roo, Mexico.
    Telcel is the best for 4g and internet service.
    Mexico cellphone company's
    http://www.telcel.com/portal/home.doTelcel: Excellent coverage, You'll have to present your passport. It took no time set up the data service. (You need to know their APN settings for data service I will cover this below. I used The Vonage app to Talk to friends and family in the U.S for free they were able to call and text me while using the Vonage app on their smart phone and toll free numbers work with Vonage but not with the Mexico number.(I will cover how to set up Vonage before your travel below). There are other cheaper company's but none with the same coverage as Telcel. It worked everywhere compared to the company below.
    http://www.movistar.com.mx/Movistar: The underdog. Cheaper per-month. It is what The other phone used.I wanted to test both networks. The rate to call the USA from Mexico was only 2 pesos per minute (15 cents) but there are other options to call the U.S for free as stated above. Coverage is not great at all, but it wasn't to terrible either. It was really spotty while on the beach unlike Telcel. Traveling out of Cancun on a excursions there was next to none cellular service at all. A lot of the small towns didn't have Movistar coverage. You will end up roaming on a different network it will roam on the Telcel network instead yeah that's right I said Telcel.
    Prices
    Everyone wants to use their Android phone or iPhone for checking emails, translating Spanish and occasionally consulting Google Maps while lost. It is easy to setup data on your phone once you have a SIM card and money on the account. If you don't explicitly buy data you can still use data on your device, but it will be taken out of your account balance at a very expensive rate. The best thing to do is to sign up for a package deal. Movistar is $200 pesos ($15) for 1GB which expires in 1 month. If your stay is not long Telcel offers the same 1GB data service for 10 days.
    To sign up for one of these packages after you have added money to your Movistar account you send a text message to a special number and money is automatically taken from your account balance to pay for your data package. For example, to sign up for 1GB over 30 days, a $200 peso plan, you send a text message to 100 that says "30 dias". $200 pesos will be removed from your Movistar account and you'll have a gig of data to use.
    Telcel works in a different way but you don't not need to text any special number( if your purchase from their main Store) after you add money to your account. it is automatically applied only when you use any OXXO convenience store to refill your mobile service then you will need to text a special number which will be provided . I prefer going to Telcel company just in case of a language barrier.
    Note: That all Telcel prepaid plans are currently referred to as "Amigo". Click Here for Telcel Rate Rates are in pesos not dollars
    Your sim card good and can be reused up too 1 year after money runs out or time expires.
    Current Exchange rate $1 USD = 13.2408 pesos.
    Step 2
    Lets get your internet service running :
    After you have your sim and paid for data you need add the APN setting to your phone. I did have to add the APN to my Razr Maxx for 4G/3G coverage, As Same for the iPhone 4S to acquire the 3G data service. Insert your Telcel sim go to the one of the link below, click your phone software link. its free no need to pay a company which will take you minutes to do. If your phone is running any Android you click the android manual setup for Iphone the Iphone manual setup. Here is Telcel APN setting for Cancun, Mexico . Here is Movistar APN settings
    Note: If you have a fully unlocked smartphone that is not locked to any specific carrier in the United States, Canada or any other country you may not have to enter the APN setting manually.
    How to Call and Text to the U.S and Receive Calls and Text from the U.S while abroad at no Charge.
    I have used Vonage for a while to me its the best. I have used on trips to Europe and it has always work without any problems.
    When setting up Vonage you must do it before your trip abroad because it will asked for your current U.S number for authorization and activation this number will not change once you use a foreign sim since your account is linked to your U.S number not your carrier.
    You can add money to your Vonage account if you are planing on calling land lines or a smartphone with out the Vonage app attached to that smartphone number. (I notice a few times I used Vonage from Mexico to call a mobile phone that did not have Vonage, I was able to call them for free, which was a bonus). You can Call, send SMS and MMS threw Vonage at no additional charge to any smartphone with the Vonage app.
    There are other apps out there that do work the same way as Vonage. Viber, Call and Text any Viber user for free. Whatsapp a texting app only no calling is available (yet).
    These apps will use the data service you have purchase while abroad or if you have WiFi enable on your phone if WiFi is available they will use the WiFi Data instead of Cellular Data. Almost every Hotel in Cancun makes you pay for WiFi. If you are at a hotel that offers free WiFi you are in luck but the service may be spotty in some areas in your hotel.
    Note to reader: The Hotspot for Verizon Wireless did not work it will look for Verizon servers. I will update this article when I find a Hotspot for Telcel. I also know The Foxfi app did not work either even the paid version.
    Thanks for reading !!
    Enjoy your trip.

    How to turn your computer into a Virtual (Personal)Router.
    Our hotel the Grand Oasis Cancun provided internet for only 36 hours and you could only use it on one device which comes to my next option as using your Laptop as a Personal Router to broadcast WiFi to any devices near your computer. Our room was on the Second level of the Pyramid at Grand Oasis and I was able to access it while at the VIP lounge below our room. Before our supposedly free internet service ended.
    I attempted using the hotel next door since I was getting a good signal from the Omni Hotel. They offered complimentary 24hr internet access using your browser as a way to track your use. Once you find the signal of the Omni it will open your browser I used Google Chrome, after it opens you go threw a few simple steps and your ready.
    I learned that after the 24 hours are up all you have to do is disconnect from their network, just run Ccleaner(free program) then find the Signal of the hotel and you will be given another 24 hours. What Ccleaner(<--download there) does is clears anything attached to your browser ie cookies temp files etc. it cleans your browser history giving you a way of not paying for the hotel fee of internet and giving you free WiFi. this is only if you are next to the Omni hotel :).
    What you need to download to turn your computer into a hotspot need to say is this little easy to use program Virtual Router. Once it has download test at your home to make sure it works with you devices. This will work with Tablets, Phones and other computers that cant find the Omni WiFi signal. Your welcome. To use it, is simple. Open program>make a password>select WiFi and start VR.

  • It might not be a good idea to use your verizon.ne​t email address as your primary...​..

    Team,
    There is a problem using verizon email as your primary email.  If your account is suspended, all email addressed to you is rejected by the verizon servers.  This, as a service, is unacceptable.  I suggest not using your verizon email as your primary email source since there is a chance that Verizon suspends your account and no email gets to you.  I guess sometimes free accounts like gmail, hotmail, and others provide more of a service than those taking your money.
    What do you think?
    Here is my exchange with a verizon tech support person in a online chat.  I will let you know if the emails are retrieved as the tech support person suggests.  What do you think?
    Chat Subject: FiOS Internet (E-Mail)
    Your Question: Team, I opened an issue on 2 September and to date I have not received a reply. The issue number is {edited for privacy}. Until this issue is resolved I cannot receive any email and all emails sent to me are rejected by your servers. This is unsatifactory and I wish it to be resolved asap. thanks.
    A Verizon Service Representative will be with you shortly. Thank you. (18:14:30)
    Agent Kavita has joined. (18:14:44)
    Kavita : Chat ID for this session is 09041020386. (18:14:44)
    Kavita(18:15:30): Thank you for contacting the Verizon FIOS technical chat Support. My name is Kavita and I will assist you regarding the technical concerns. We appreciate your patience in reaching us. May I confirm your FIOS telephone number as 703xxxxxxxx ?
    ben breeland(18:15:50): Yes. that is correct.
    Kavita(18:16:10): Thank you.
    ben breeland(18:16:18): you are welcome.
    Kavita(18:16:28): For account security reasons, I need to confirm few things quickly. May I have the name and address on the account?
    ben breeland(18:17:05): I typed that in earlier, but I will do it again. You should access to it if you work for Verizon.
    ben breeland(18:17:31): xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx​xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
    Kavita(18:17:41): In case the chat gets disconnected due to any issue at either end, please re-initiate the chat through the same channel or call our FIOS phone support at 888-553-1555, whichever is convenient.
    Kavita(18:17:56): May I have a preferred Email Address where I can send you few troubleshooting steps for future reference?
    ben breeland(18:18:45): troubleshooting steps will not resolve this issue, Kavita. Your script is boring me. When do we get to the issue.
    ben breelandxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
    Kavita(18:19:35): Thank you.
    ben breeland(18:19:50): You are welcome.
    Kavita(18:20:45): I went through your issue description, as I understand you have an open ticket and the issue is not yet resolved. , and that?s the reason that you are contacting us, correct?
    ben breeland(18:21:34): Yes. That is correct. I have an open issue, {edited for privacy} , opened 2 September for my emal access and I am contacting you to determine the status of the resolution.
    Kavita(18:22:09): You have reached the right person, I will be more than glad to assist you today
    ben breeland(18:22:52): Great. You are a super star! Show me how you work it.
    Kavita(18:24:52): Please give me a minute while I check the updates on the open ticket.
    ben breeland(18:25:07): Sure. Thank you.
    Kavita(18:25:47): You are welcome.
    Kavita(18:26:02): I truly appreciate your patience.
    ben breeland(18:26:58): By the way, did you know that when an account is suspended, all new email is rejected by your servers? So since I opened this issue, all email addressed to my address has been rejected. Is this the policy on all email accounts with your company? If so, why is this the policy?
    Kavita(18:28:08): Yes I do see that your account is suspended.
    Kavita(18:29:18): Ad regarding the update of the open ticket I see that out technicians are working on it and they will definately get back to by tommorrow morning.
    ben breeland(18:29:41): so it will be resolved by tomorrow morning?
    ben breeland(18:29:52): Or will I get a call by tomorrow morning?
    Kavita(18:30:27): You got it absolutely correct.
    ben breeland(18:30:47): what is correct, Kavita. a call? Or resolution?
    Kavita(18:32:08): You will get a resolution with a call.
    ben breeland(18:32:42): thank you. can you address my question regarding all of the lost email during this period? thank you.
    ben breeland(18:33:42): suspended does not mean cancelled. Yet during the suspension all email sent to me was rejected by your servers. This is not a good thing.
    Kavita(18:35:43): Alright sir, what I would suggest you is tommorrow morning when you will get a call from the advanced technical support, please do ask thenm about the lost emails because as they were working on the issue, they will be able to answer your question in a better way.
    Kavita(18:36:08): Great, I can see your screen now.
    ben breeland(18:36:24): Kavita, why do you need to see my screen?
    ben breeland(18:37:06): Also, if I am not home - tomorrow is Sunday - will they call until they reach me or leave a message if I am not here? Thanks.
    Kavita(18:37:36): I am sorry. I typed by mistake.
    Kavita(18:37:51): Yes they can still reach you on sunday,
    ben breeland(18:38:03): No problem. And if I am not home, what will they do?
    Kavita(18:39:54): They will arrange a call back back and once you reach home you will get the call.
    ben breeland(18:40:24): Ok. Thank you very much. I look forward to a resolution sometime tomorrow.
    Kavita(18:40:39): Sure.
    ben breeland(18:40:50): Sure what?
    Kavita(18:41:05): I truly appreciate your patience
    Kavita(18:41:20): Surely you will get the resolution.
    Kavita(18:41:30): Trust me , you will never have to call back for this resaon .
    Kavita(18:41:40): Verizon always wants you to have the best service experience.
    ben breeland(18:41:51): Thank you. However, I remain frustrated that all of my emails coming to your servers are rejected and that it continues until tomorrow sometime.
    ben breeland(18:42:14): Kavita, I am not so sure Verizon cares about my experience.
    Kavita(18:42:49): Verizon believes in permanent resolutions, so we will make sure that you will get the lost emails also.
    ben breeland(18:43:11): Thanks, Kavita. I am not sure that is possible.
    Kavita(18:43:41): As you are a valued verizon customer, we do care for your experience.
    Kavita(18:44:01): My Sincere apologies for the inconvenience caused.
    ben breeland(18:44:07): OK. Thanks for your help. I look forward to having this resolved tomorrow.
    Kavita(18:44:37): It was noce chatting with you.
    Kavita(18:45:12):
    Our goal is for you to be completely satisfied with the service you have received and that you recommend us to your friends and colleagues, thank you for choosing Verizon.
    Kavita(18:45:28): If you have any other questions, feel free to access live chat again, available daily 8am - 9p, CST or call us 24/7 at 1-888-553-1555. Have a great day
    ben breeland(18:46:47): Thanks.
    Kavita(18:47:12): You are welcome.

    You don't go into the details as to why the account was suspended ... that background might be helpful since you're asking others for their opinion.  In general it sounds like the account was "deleted" at which point all mail is bounced because the address no longer exists -- but Verizon holds the name in reserve for some period of time to prevent someone from re-registering it in case an error was made and for some level of security, I suppose.
    Anyhow ... on your commentary about not using an @verizon.net address as your primary address ... I think you will have this with many providers.  Hotmail, Yahoo, and Gmail all do this if you terminate the account (they do have a suspended account due to inactivity feature which operates differently, but pretty much do the same thing for deletions and such.   I don't use the @verizon.net account as my primary for a different reason however -- my primary address is provider agnostic.   I can move providers (although I'm quite happy with FiOS at the moment) -or- if at some point down the road I have to move out of Verizon territory, my email address will not need to change.  I used this little fact to my advantage when I moved from Comcast to Verizon a few years ago -- no one knew I changed providers because my email address didn't change.   Now .. I don't use one of the free services for email, I own my own domain name (about $10/year from the likes of GoDaddy) and have my domain hosted on the Google Apps tier (but even without that, GoDaddy will do basic forwarding for you of any email address to whatever mail account you're presently using).    Something to think about.

  • Re: How do I file a complaint to Best Buy?

    I need help!!!!!!!!!!!!!!!!!!!!!1
    How do I start?? Simple is best!
    #geedsquad #bestbuy
    Geeksquad Service Protection Plan #{removed per forum guidelines}
    10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
    11/5/14 - Shipped broken device as PER INSTRUCTIONS
    From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
    11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
    After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
    I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
    11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
    1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
    11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
    11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
    NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
    11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
    11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
    11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
    11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole said she was aware of this situation and ask if she could return my call.
    11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
    11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
    11/22/14 12:28 PM - Bani - customer service rep.
    Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
    EMPTY PROMISES AGAIN
    11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
    I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
    11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
    11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
    11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
    11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC   Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

    Bill,
    NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
    You can add this to the previous post.  All the information should flow time wise.  I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem.  This started WAY before Black Friday and continues WAY after Black Friday.  I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION.  An address change at the bank  was needed on the card.  Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR!  How dare Best Buy use that tactic as yet another ploy!
    11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
    Email sent:
    Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
    11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
    11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
    12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
    From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
    Hello Jacqueline,
    Thank you for contacting us.  I am sorry to hear about the issues with having the phone serviced.  I have a couple of questions for you before I proceed.  Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date? 
    Please reply at your earliest convenience.  Thank you.
    Derald, Social Media Specialist
    ECC Social Connections & Innovation
    Best Buy Co., Inc.
    Reply Email:
    From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
    This phone is in the name of:  XXXXX
    The phone number associated is:  919-XXX-XXXX (please refer to any of the Case ID numbers below)
    There is NO MONTHLY payment for this plan.
    ****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
    12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
    12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
    12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
    12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
    12/3/14 Response from an 11/26 post:
    Bill-BBY
    Senior Social Media Specialist
    Posts: 3,983
    Topics: 279
    Kudos: 153
    Blog Posts: 18
    Solutions: 171
    Registered: ‎10-10-2012
    Re: How do I file a complaint to Best Buy?
    ‎12-03-2014 02:47 PM
    Hello jlippard-
    I absolutely apologize for the lateness of this response.  We are extremely backlogged from the holiday and Black Friday and trying to catch up.
    It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone.  I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you.  I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so.  Hopefully he can help you sort this all out and reach a resolution for you.
    Thanks for connecting with us.
    Sincerely,
    Bill
    Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
    12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
    12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
    12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
    47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
    The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
    If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

  • How to charge your Palm Centro via 64-bit Windows, with a USB cable

    Here is a way to recharge your Palm Centro on your 64-bit Windows computer, through a USB cable.  But first, a few brief explanatory notes...
    Note 1:  I have successfully used this method to charge my Palm Centro from my 64-bit Windows 7 computer.  This method probably works for other Palm devices and other 64-bit Windows versions (XP and Vist)...  but I haven't tested this on any other configurations.  Others may feel free to post their successes or failures with their setups.
    Note 2:  This method will NOT allow you to HotSync your Palm to the computer via USB.  All it does is let you charge your Palm via USB.  If you need to HotSync your Palm, and you have 64-bit Windows, you have to use Bluetooth or some other method.  To learn how to use Bluetooth to sync, search for "bluetooth sync 64-bit" or something like that on this forum.
    Note 3:  If you're wondering why someone would need to use this method - why not just plug the phone into a wall outlet, right? - it's because the Centro's charging jack can get messed up.  Mine has not worked properly for the last several months
    Note 4:  I will not be posting any follow-ups to this message.  This is my first (and only) post here...  I'm posting here because I am very grateful to this forum: It is here that I learned how (and why) to sync my Centro to my computer via Bluetooth, because Palm doesn't support 64-bit Windows. This is my way of saying "thank you"!  I'm not trying to be harsh by not following up...  it's just that I won't be checking this thread, and I don't want anyone to have bad feelings if they ask questions and I don't respond.  I'll be as thorough as I can in this one posting, though. 
    Note 5:  I cannot claim credit for actually discovering this solution.  I found it after HOURS of looking online... it was on some obscure website.  Unfortunately, I can't remember where I found the original solution, so I can't credit the discoverer here.  However, I have done my best to provide much more detailed instructions here.
    Note 6:  Lastly, Palm should support 64-bit Windows.  Period.  Some of you may say, "It's not Palm's fault - the company that makes the Palm OS is Access, and it's Access's fault for not supporting 64-bit Windows."  Well, this may be true, but Access has stated that Palm has not requested a 64-bit driver.  (In fact, you can call Access and ask them directly.)  And if Palm doesn't ask (and pay) for it, Access sure isn't going to create one on its own.  I used to LOVE Palm devices...  I've used Palms for 12 years now, and for most of that time, I heartily recommended Palms to all my friends.  But, between this problem and the other problems I've had with my current Centro and my previous Treo, I'm done with Palm.  No more for me.
    OK, here's how to charge your Palm (finally!)
    1)  If you haven't done so already, install the latest version of Palm Desktop / HotSync on your computer.  You can get this at palm.com, under the "support" section.  (Actually, I'm not sure if this is necessary, but I already had done this.)
    2)  As you're installing the software on your computer, toward the end of the process, do not actually sync your Palm to your computer.  Just cancel or whatever you have to do to avoid that step.  (Remember, the whole point here is that Palm does not have a driver compatible with 64-bit Windows, so you won't be able to sync via USB.)
    3)  If you don't already have it, get the PocketTunes application (also known as "pTunes") on your Palm device.  If you have to install the software, you may need to do so wirelessly or via a 32-bit Windows computer (because, again, Palm doesn't support 64-bit Windows).
    4)  Connect the Palm USB cable to your computer.  If you are using a desktop, plug into the USB ports on the BACK of your computer.  These ports are directly powered, whereas the ports on the front of your desktop may not be.  You'll want as much juice as possible to charge your Palm.
    5)  Connect the Palm USB cable to your Palm.
    6)  Turn on the Palm device, and open the PocketTunes application on your Palm.
    7)  PocketTunes will try to connect to Windows Media Player (on your desktop).  Tell your desktop to connect to Windows Media Player.  (You can save time by telling your desktop to do this automatically.)  When PocketTunes connects with Windows Media Player, you'll have a power connection via USB.
    8)  PocketTunes will eventually show that it is "Idle" on the Palm.
    9)  To confirm whether the Palm is charging, look for the charging light (on the Centro, it's on the upper left) to turn solid red.  You can also hit the home button on the Palm to see the battery / charging status.  To get the charging working, you may have to exit PocketTunes and come back into it a few times before the charging light comes on.  I have no idea why you have to do this; I just know what I wind up doing sometimes.  You don't have to unplug and replug the phone from the USB cable, or turn the phone off and on.  Just leave PocketTunes and come back to PocketTunes.
    10)  If you exit the PocketTunes application on the Palm, the Palm will still charge - but you'll get the constant and annoying "no driver" noise from Windows.  To avoid that sound, just keep the Palm on PocketTunes while you have the Palm plugged into the USB cable.
    11)  You can close Windows Media Player on the desktop once you have the Palm charging.
    12)  Once you have this set up properly, you can speed up the process by setting the HotSync cable button to PocketTunes - after all, that button no longer needs to be set up to HotSync via USB cable.
    When you have everything set up, here's what you would be doing on a regular basis:
    -- Plug USB cable (which is already plugged into your computer) into Palm
    -- Hit HotSync button on cable --> This starts PocketTunes --> PocketTunes automatically opens Windows Media Player on the computer
    -- See if charging light turns solid red --> If not, exit PocketTunes, then hit HotSync button on cable to start PocketTunes again
    -- Repeat until charging light turns solid red (success!)
    -- Once the Palm is charging, close Windows Media Player on desktop
    Best of luck to all who need this!
    Post relates to: Centro (Verizon)

    Why do you want to create your own driver instead of what comes with the device? If you go that route, you need all of the low level USB RAW protocol from the vendor. Did you get that? Yoe are wasting your time if you don't have that. Is the driver from the vendor documented? If it's a USB connection, how does that connection show up in windows device manager?

  • How can I lodge a complaint about Adobe Flash Player?

    How can I lodge a complaint about Adobe Flash Player? When I updated Adobe Flash Player this morning it also installed a McAfee scanning software without any warning or notification. I find this totally unacceptable. But I cannot find any information on the Adobe website that will allow me to lodge my complaint. Which I also find totally unacceptable.
    Ho hum.

    This is a an old complaint. I would have thoughtas much bad karma as Adobe has received would have stopped this practice espcially since it found that many time McAfeee either gets protection signatures wrong or cause more problems than it fixes.
    I don't know whether mailto:[email protected] is still effective.
    At one time a disgruntled Adobe products user created a FaceBook or twitter page. And many in past have claimed when there complaints got ignored or laughed at by Adobe. They suddenly got action whe airring their complaint on this FaceBook or Twitter page.
    There should be a big warning Box stating:
    Adobe is about to install a package Called McAfee  on your computer. If you do not wish to instal click checkmark here.
    Do you wish have Adobe install Products not requested on your computer yes__  or no__ please use a √
    And to adhere to wishes of the customer.

  • Verizon is my internet provider and also my email software. How can I set Verizon in Firefox Applications under Options/Tools? I don't use any other software.

    Whenever I want to send a message when at a website, I am forced to use outlook or the other options listed in applications in Tools.
    How do I get Verizon listed?

    No, forget the "mailto > use other". Sorry !
    Once you have a Mail Client(like Thunderbird) installed & configured as your default for Mail in the '''CUSTOM''' section of Set Program Access and Computer Defaults, you can click on a Send To or MailTo link on a webpage and a New Message window will open with your default email account's address (i.e. verizon.net).
    thanks and sorry again

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