Lied to by customer support; disappointed in Verizon

This is just to get the story out there, at this point I've talked to 4 reps and 3 supervisors I can't handle fighting with them anymore. I've just given up on winning the argument but I did feel I'd share this story I hope none of you ever have a similar experience.
I've been wanting a new phone I've been using the same old worn down Droid X for a few years and I just felt it was time to get a new one, I have been looking over the phones trying to figure out which would be the one for me and then by chance the other day the new DNA caught my eye and I loved the phone I knew it was the one for me.
I checked my account and I'm not eligible for an upgrade for another 7 weeks but I figured what the heck I'll call customer support and ask about it. I spoke to a rep and explained everything to her she went over my account with me and after putting me on hold for a few minutes to speak to her supervisor came back and told me that she was very happy to inform me they would go ahead and push my upgrade up the couple weeks. She told me it would go into the system that night and as of today I'd be eligible for the upgrade. Now mind you we went over exactly which phone I wanted it was not a vague conversation where I told her I just wanted an upgrade I was very specific in which phone I was after and she ranted about how great the DNA was and how much I'd love it so we were very clear on this matter.
I purchased a case for the phone and had it shipped overnight so it would be here today and I planned on going down to the local Verizon store to get my phone. I check my account today and notice my upgrade date hasn't changed, I figured I better follow up before going to the store. 2 hours, 4 reps, and 3 supervisors later I still get the same tale over and over. The rep from yesterday lied to me and had no authority to tell me she could give me the upgrade that they can't do an early upgrade for that phone and sorry there is nothing they can do.
I really am disappointed and a little hurt I feel blatantly lied to and like they don't really care that much about it, no real effort was made to accommodate the matter other then asking if I was interested in a different phone we could take a look at and a few half sincere feeling apologies.
It wasn't about the phone I'm not that upset over the phone I'm just upset I was lied to that I was excited about this all and felt I was promised something and then they turned around and just yanked it away I've been 100% satisfied and a happy member of the Verizon family until now and at this point I don't know what I think of Verizon other then I've lost a lot of confidence in them and question their concern for customers.
Sorry for the long story everyone thank you for reading it and hopefully no one else goes through this ordeal I've had to suffer all morning.

1) Few years exaggerated I confess in my frustration, the Droid X is my first and only phone with Verizon I've never upgraded I am just about to hit my 2 years time with them after coming over from T-Mobile
2) The rep agreed to push my 7 week upgrade up "yesterday" not "a few days ago" this has happened over a 24 hour period. I am frustrated over the agreement being made, being told her supervisor had approved it, and then it being yanked away within 24 hours.
3) Again, I was told by her I could go down to my local store tomorrow (now today) and get the new phone as my upgrade would be changed to today from the time it is set to. I have not dealt with a retail store, I have dealt with customer support in which as I said over and over I was told one thing very plainly and all my questions were answered in which I was assured the upgrade was going into the system as of today and I would be able to purchase the phone with the full upgrade "at my local store".
Did you read all of this? I am not trying to be rude to you in any way shape or form but considering everything that has happened over the last 24 hours I don't appreciate you calling ** on my story it has been a frustrating and tiresome 24 hours.
Bottom Line
-I exaggerated the X that is my fault I claim responsibility on that one, I have had it since I joined Verizon in May, 2011
-I was told plainly by the rep her supervisor cleared her to push my full upgrade ahead as of today and I could get the phone we spoke candidly about the DNA at my local store and it would reflect on my account that my upgrade was available as of today (none of this turned out to be true now)
End of the day bottom line either a rep blatantly lied to me, or a rep and supervisor lied because none of the people I talked to today backed what I was told yesterday at all and as I told  them all I harbor no ill will towards them they didn't do it and had I been told yesterday no you can't upgrade early to this phone that would have been just fine with me I knew I was taking a long shot on it even asking but to be told yes sure go get your phone, to purchase accessories for the phone, and then to turn around and have different reps/supervisors tell me I was lied to and they won't honor what the other rep told me is just point blank frustrating as a customer.
So please explain to me how they or at least the rep from yesterday is not wrong for flagrantly lying about something to a customer?

Similar Messages

  • Has anyone else been lied to by Customer Support?

    Last October I purchased a new Galaxy SIII. Had unlimited Data and a 250mb Canada data plan as I had unlimited Canada data plan and Verizon told me I couldn't have it anymore so they gave me 250mb. Was willing to accept losing unlimited data but not 250mb Canada data plan. Was told by C.S. that I would not lose 250mb. That after I purchased the phone I needed to call C.S. and they would put in the order to have to put back on. It had not been done before the 14 day return policy so I had to return the phone and was told I would have my unlimited data and 250mb restored,
    After SEVERAL calls to C.S. and 3 1/2 mths. later, and nothing but excuses it still has not been done. I finally received a call from a supervisor  last Sat. and was told they could not do it. That was their reason "that it can't be done". But she agreed that it should be. She said I did did everything correct but they wouldn't do it. Unbelievable  Told her I wanted to talk to her supervisor and she told me she was off and would call me on Tuesday. As usual no call.
    Seams like they tell you what they want you to hear to get you off the phone. Any suggestions???????????

    They lie all the time, as well as the sales people, and they should be exposed!  I am contacting 7 On Your Side to complain about not being notified when I upgraded that I would lose my unlimited data (I could have easliy waited or upgraded a different phone on my family plan - two phones on my family plan do not have unlimited data and I would not have lost anything).  Then I was charged a data overage fee for January and February in the month of February for excess data.  If I had known on my January bill that I was now being charged for data for that line I could have avoided charge in February.  I was told by customer service that the January charges just hit and that they do not get all the data charges timely depending on the different towers - are you kidding me with that explanation.  They are ridiculous with those young, inexperienced girls that are supposedly customer service.  They will not give their names to you when you ask, only first name so you can't expose them for their incompetence.  Also, when you ask for a supervisor they just give you someone else at their level that is just as incompetent after putting you on hold for 20 minutes.  When I asked to have someone of a higher authority get back to me, I was told they don't make outgoing calls - really you are a phone company.
    Everyone should leave this company.  They have no integrity and I plan on exposing them for what they are. By the way the excess fee was only $10 but they would not wipe it out, ridiculous.  I currently pay about $335. per month and I am on auto pay with Verizon.  Now I am shopping around thinking of Sprint more reasonable - probably same level of integrity, but I will be more careful.  Unlimited data though and all my phones will then roll at same time, they will also pay you for all your Verizon phones so in about 6 months I will be whole again and Sprint will get my money.  Penny wise,dollar foolish Verizon.

  • WORST Customer Support - VERIZON

    I am trying to call Verizon Customer support and it is connecting me to an agent for the past 29 minutes............... Hope to talk to someone before spring is here............

    Hello redteam
    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.

  • Re: Disappointed in Verizon...willing to lose a customer

    On the contrary, raebell is probably the first case I've seen of someone claiming to be "loyal" on this forum and using it correctly. They want to stay with Verizon DESPITE the issues they are having, and are upset that Verizon has offered two options, the less expensive one being to leave. They *want* to stay. That is, by definition, loyalty.
    Unfortunately, I highly doubt you will find anyone willing to discount the network extender. In call center lingo, discounting the network extender impacts that supervisor's equipment discount discounts per unit, a statistic that is hard to recover from because customer service simply doesn't order much equipment. Waiving the Early Termination Fee is just a credit, something customer service does all the time, and it's fairly trivial for a supervisor to ameliorate the "extra" credit against their average credits per call statistic, given that they take thousands of calls a month.
    I agree it's completely ludicrous for the supervisor to be incentivised to make a decision that costs VzW a lot more (the ETFs) than a similar decision that costs less ($250 discounted from the network extender). But that's call center politics V_V

    Thanks for your response!  It helps put the whole issue in perspective.  I came on here to merely voice my disappointment in Verizon, not to hear some of the other comments on here.  However, your explanation makes complete sense.  I just truly feel bad leaving Verizon.  I can get a house phone, but what is the point then for paying my monthly Verizon bill when I am now only going to be using it for the internet?  I can get a different carrier for that or just use my computer.

  • Disappointed in Verizon...willing to lose a customer

    I called a week ago to ask Verizon for some help.  My husband and I just bought our first home.  We checked Verizon's map of coverage, and it said our new house was in a good coverage area.  The day we signed papers on the house, I came over to clean and was disappointed to learn that I cannot make or receive calls in or outside the house.  The day was very windy so I hoped it was just a weather-related issue.  However, this was not the case.  We quickly learned that there is one spot in the kitchen where you can make a call and one bedroom (but you have to be seated in the center of it).  I called Verizon to ask for some help.  The first woman I spoke to said that it showed I was in a good coverage area, and they would probably just send me a free network extender.  However, she said, I had to put in a trouble ticket first.  I then spoke to an extremely helpful man who tried to push an update through to help us - that didn't work.  He took our information and said he would put a trouble ticket through.  He said that it should take about 7 days, but they typically hear back in two.  Seven days later, frustrated from having dropped calls all day when trying to call the doctor, I called Verizon.  They informed me that the ticket had been resolved - strange, because no one told me this.  The rep that I spoke to was extremely nice yet again, but explained to me that since my house is in a coverage area known for issues, then, they could only offer me a network extender for $150 or waive our fees to leave Verizon.  My first thought was that if this is a known coverage area with issues, why does their map say it is a good coverage area.  My second thought was why should I have to pay for something to make Verizon's coverage better.  I already pay a $140 per month for two phones.  Additionally, why should I have to pay for a device that is going to use my internet service that I pay for through another company?  With that said, I love Verizon.  I have been a customer for over 10 years.  I do not want to leave.  So, I offered the rep to waive the fee of the extender and I would stay with Verizon.  It seemed fair to me.  The cost of the extender would far outweigh them losing the cancellation fees of me leaving as well as my monthly bill going forward.  The rep checked with his manager, and I was informed that they could not do that.  He said that he would note that my cancellation fee could be waived when I leave.  I was shocked!  How could Verizon be okay with losing a loyal customer?  I am so disappointed in Verizon, and now I have to leave them when I don't even want to.

    I am very disappointed at Verizon.  I am very very angry right now.  I called their customer service about getting a second line on my account and asked them if they had a return policy or if the device is lost or stolen would I be liable.  Both customer service reps that I spoke to on the phone both said that I would be able to stop the service as long as it was within the 14 days of purchase.  The only money I would not get back would be the money that I would have paid for the telephone, the activation fee and that is ALL.  I was going to take the risk and do this and ofcourse we would have to purchase the insurance.  But I even had the second customer service rep verify with her supervisor that if the phone was lost or stolen that we could stop the service and would not be responsible for anything more and the two year activation would be stopped.  She put me on hold and verified it and came back and said that I was correct and that that was true.  So I told her then I will go ahead and go to a verizon store and purchase a phone.  When I got there, I was told that it was NOT true.  I asked them to open the conversation from customer service and they did and he saw it, but the supervisor at the store would not let me see it.. as if it is a BIG secret.  If they can't be honest about it in the beginning then imagine how they are going to screw you in the end.  I finally had to walk out and I am so so so disappointed.  I want to cancel my existing service, but they have everyone by the balls... and they now it.  Something has got to change... Government, NOW it's time to get involved.  Anyone with me... say HEY!

  • Why is it ok for a verizon wireless service representative to lie to a customer? I went over my monthly data and i called to ask for some help with the overage because i was barely over. They told me they would take care of it and sold me on a shared data

    why is it ok for a verizon wireless service representative to lie to a customer? I went over my monthly data and i called to ask for some help with the overage because i was barely over. They told me they would take care of it and sold me on a shared data plan that would result in 2gb less data but told me i would save 20$ a month. I agreed and recieved my next statement and to my suprise my bill actually went up 15$ a month and i talked to several people and they all told me there is nothing that can be done to get back on the plan i was on and they can not even give me a discount to get me back to what i was paying. They can only offer me a convenience credit. I will be cancelling service.

    ajwest101,
    We do not want to see you go. I truly apologize for any misinformation regarding your plan. Let's investigate into this a little further. What plan were you on? What plan were you switched to? If you look at the detailed billing online of your previous bill do you see any additional charges other then the plan?
    LindseyT_VZW
    Follow us on Twitter @VZWSupport

  • Is There a Phone # for Verizon Customer Support?

    I am trying to actually talk (not chat) with somone at Verizon customer support about my new account.  I have hunted all over and I find it infuriating that a phone company does not have a phone number.  Can anyone help me? 

    It's at the top of the page when you click Contact Us:
    Customer Service
    Dial *611 from a cell phone
    (800) 922-0204
    Monday - Sunday 6 am - 11 pm
    - at the phone tree, press 4 for Other and then say Agent

  • I called Verizon prior to travelling abroad and asked to turn roaming on. As of today, 4 days later, I have no service. I do not have a landline to call. GlobalServices email does not work... Does anybody know how to reach customer support via email?

    I called Verizon prior to travelling abroad and asked to turn roaming on. As of today, 4 days later, I have no service. I do not have a landline to call support. GlobalServices email does not work... Does anybody know how to reach customer support via email?

        Hi Florence2014
    I'm so sorry your having issues. Unfortunately there isn't an email for global support. The only way way to reach them while traveling is to call them at 908-559-4899.
    JoeL_VZW
    Follow us on Twitter @VZWSupport

  • What is the email address for Verizon Customer Support?

    You have the WORST support availablity in the Modern world.  Your "Live Chat" cuts off every time you try to type something.  Your Call Me feature does nothing.  Your 800 number has a 30 minute wait to talk to somebody in Asia. how can you stand to work for a company who cares so little about its customers?
    I want a direct email address to Customer Support like EVERY OTHER PHONE COMPANY HAS.  I am about to dump your service entirely, and I won't do it by waiting online or on the phone - I will just cut the copper line and call the Pennsylvania PUC about the Fraud you are perpetrating.

    FYI, you're primarily talking to other customers here.
    As you've seen, Verizon doesn't do support by email.
    When I call Verizon I try to do it during weekday business hours.  That often gets me a helpful representative located in the states.  It helps if you get to the retention people by selecting the options to cancel service.
    If you have an issue that you think other customers can help with, please post the details.
    Good Luck.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

  • Absolute WORST customer support - lied to and ignored

    I have never received worse customer support from a company.
    About a month ago I downloaded the trial for Adobe Media Server 5 as we had been running FCS 1.5 for a long time and decided it was time to update.
    The trial worked well for my custom application, and I was contacted by an Adobe Sales Rep during the trial period.
    I chatted with her on the phone and she assured me that the ONLY difference between AMS 5 Standard and AMS 5 Professional (besided an additional $1000 price tag) was that AMS 5 Professional had IP multicasting, which is functionality we did not need (this was misinformation #1). She assured me there would be educational pricing (as I work at a University).
    I received a link to the regular store, and when I inquired about it I was told there was no education pricing for AMS 5 (misinformation #2).
    So based on the advice of the representative, we purchased the standard edition - purchasing here takes multiple signatures and a few weeks of time. When we finally got AMS 5 standard, I installed it and.. lo and behold my application did not work - but it worked when I removed the serial # from the server. After a ridiculous amount of digging and reading the logs, I found that AMS standard does not support custom applications. I had been misinformed by the sales representative.
    I then contacted support - that took about 1.5 hours for them to get back to me, and then when I picked up the phone (using the callback service) it took another 10 minutes for someone to pick up! I had to give my information 3 separate times to 3 separate staff before I was transferred to the proper department. I spoke to someone on the AMS sales team and told them I had been misinformed by a representative about my purchase, and now I will not be able to make my deadline so I was hoping there was some way this could be fixed. They asked for the name of the representative and mentioned they would speak to them and and get back to me.
    The original sales representative got back to me and I spoke with her and she insisted that I was incorrect and that she specifically mentioned custom apps. I said that was not the case and if possible, could we review the phone call recording for accuracy? She said that would take some time. I said considering this was Adobe's mistake, would it be possible to upgrade my version? She said they do not do that anymore and that the best they could do was a refund. I explained that my deadline was looming and that I would not be able to purchase a new verison in time. She said there was nothing she could do, so I asked to speak to the manager. The manager e-mailed my asking for my phone number, and then never called me. So 2 hours later I sent the following e-mail:
    Hi [Manager],
    I am still anticipating your call today before 4:00 pm PST. I had asked that my original phone conversation recording be reviewed for accuracy. The resolution of this issue is time sensitive so please call as soon as possible.
    Cheers,
    [Me]
    and I received this in response.
    Hi [Me],
    My calendar is tied up today. I will call you first thing tomorrow morning.
    Also wanted to let you know that we do not record calls.
    Thanks,
    [Manager]
    Okay, a call centre that doesn't record calls - really? That's 3 pieces of conflicting information now. Then (admittedly) I got a bit angry:
    I keep getting different information from each person and it has wasted a significant amount of my time. On the phone I was told we could review the recording of the call, now I am told that you don't record the calls. I was told there was educational pricing, then I find there is not educational pricing. I was told that the only difference between the versions was IP multicasting which led me to purchase the standard version, then I had to find out on my own that that was not the case. I would like Adobe to take responsibility for their mistakes and misinformation. I would like an upgrade to the professional version. If you are not authorized to do that, please put me in contact with someone who can.
    And guess what? Nothing. So I sent another e-mail.
    Hi [Manager],
    Is there any reason why I have not gotten a phone call or e-mail response?
    Thanks,
    [Me]
    I got this back:
    I just called and left you a VM.
    Will try to connect with you later today.
    Thanks,
    [Manager]
    And I haven't heard from them since. The deadline was today, now I have no server, no running application, and am totally hooped. We have PO in for the pro version, but that won't be processed for probably another week. I have mailed the manager back and the sales rep letting them know I'll be following up on the issue, but I doubt I will get any repsonse from them either and I have no clue where to even direct my inquiry...
    So, thanks Adobe, for providing the wrong purchasing advice, blaming it on me, giving me the runaround and ignoring me. I guess companies no longer really care about their customers, just the bottom line.

    Well, it's now end-of-day on the 10th.
    After sending e-mails to the 2 parties above telling them I would be following up, I got a follow up late last Friday with someone who claimed to be getting a temporary serial key, only then to tell me afterwards that it was not possible.
    Monday, my support ticket was closed with no explanation. I reopened it.
    I have had someone PM me on the forums yesterday, telling me a senior agent would contact me. They haven't.
    So, the nightmare continues I suppose. I'll keep updating this until it gets resolved.

  • Is anyone satisfied with Verison customer support and service?

    Verizon has the worst customer support organization
    I've ever dealt with in over 30 years of commercial
    activity in the US and abroad.
    I tried accessing support via live chat or telephone
    twice.  Neither works.  I am not really looking for
    answers, just voicing my frustration and spreading
    the word.

        Hi peterfarkas02 - We strive to offer you the highest level of support! I apologize for any inconvenience that may have been caused when previously reaching out. I would be more than happy to offer my assistance here and work to restore your confidence in us!
    Thank you,
    YaleK_VZW
    Follow us on Twitter @VZWsupport

  • Does Apple Canada have the worst customer support ever?

    Yes! Ask me why...
    I'm posting here a) to warn other Mac users what to expect if you ever need customer support and b) because there's no where you can actually e-mail comments to Apple, and trying to contact customer support has been fruitless (see below).
    Here's what happened to me...
    I bought my iBook just under three years ago - a few weeks ago, the logic board went. Now, because I purchased the computer less than three years ago, that's covered under the extended warranty for iBook logic boards (see here: http://www.apple.com/support/ibook/faq/).
    Simple, right? Well, I took my computer in to my local authorized service provider about three weeks ago. They confirmed the logic board was the problem... copied my receipt for the iBook to prove date of purchase... agreed that it was covered by the warranty.
    However, when they sent all this to Apple, their reply was that it was NOT covered because it was manufactured more than three years ago (although Apple's own website says it's purchase date - not manufacture date - that's important).
    I called Apple last Monday to find out what was going on. Spoke to a nice fellow named Kevin who said he'd look into it, and call me back the next day.
    Next day passed... no call. I called Kevin back left a message, and indicated I'd like to know what was going on.
    Wednesday passed... no call. By this point, I'm getting anxious - the service provider can't move ahead without authoriztion from Apple, Apple's not returning my calls (or the service provider's) to grant authorization.
    I tried Kevin again on Thursday. Left another message. No reply.
    Tried back on Friday morning. Left another message. Still no reply.
    Called customer support again Friday night. Antoine puts me hold for a half hour. I call back, explain that I've been on hold for half an hour, ask how long the wait should be. Antoine says two or three minutes. He puts me on hold again.
    For another ten minutes.
    I call back. Antoine explains that the reason I'm on hold is probably because customer service is closed. So why was I on hold for nearly an hour listening to terrible music? That's one of the mysteries of Apple customer support...
    So here I am, with a computer that's been in the shop nearly three weeks, that can't be repaired because Apple won't honour its warranty, and no way to even find out what's going on, because Apple's customer service is such an unnavigable maze.
    The sad thing is, I usually like Apples. I was even going to buy a new one this summer.
    Now - not a chance.
    The moral of the story? If you own an Apple, pray nothing ever goes wrong with it. If you expect your computer to ever need repairs, I'd suggest getting rid of your Apple now.
    If you're considering buying an Apple - consider again.
    As for me - from now on, make mine Microsoft.
    iBook G3 700   Mac OS X (10.4.6)  

    Does Apple Canada have the worst customer support ever?
    I doubt it.
    Seriously, would you like some help?
    Call back, and don't mess around with Customer Service. Immediately ask for Customer Relations. These are the people whose job it is to make an unhappy customer happy again. They aim to please.
    A polite, but seriously disappointed tone of voice is what you need, so take some deep breaths until you can achieve that.
    There was an article in the February, 2005, issue of Reader's Digest called "How to Complain." Please read these tips. Then call and tell Customer Relations your sad experience with Customer Service.
    How to Complain
    You call customer service to complain about a product, and you hang up angrier than when you started. That’s customer rage, a feeling experienced by millions of people with a major complaint, says Scott Broetzmann, president of an American firm that tells companies how to offer the best customer service. His secrets to getting good service:
    Have a goal
    If you want your product repaired, say so. Want an apology? Speak up.
    Keep it short
    Focus on one problem, and be succinct.
    Stick with it.
    You have to invest the time it takes. Don’t get what you want? Ask for a supervisor.
    Skip ultimatums
    Don’t threaten not to do business with them again. Why should they help you if you won’t buy from them in the future?
    Plead your case
    Many companies have information such as how much money you’ve spent with them and how often you complain. If you’re a good customer, they may be more willing to help.
    Be nice
    You’re unlikely to get what you want if you’re rude.
    Good luck!
    (P.S. Microsoft doesn't make computers; just the crappy OS that goes on them.)

  • 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.

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    Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

  • How to address poor customer support

    In January, I ordered a Yoga 2 Pro.  The laptop arrived and met my expectations.  Approximately 4 weeks later it refused to boot up.  I called Technical Support.
    Technical Support was less than helpful.  They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace.  I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
    I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx.  She was extremely helpful.  She processed the Return Order and the Replacement Order.  I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them.  I did call.  All Support Centers advised they could not open up this laptop and it had to go back to the factory.
    The next day, I logged the order number and received the below status from Lenovo’s web site:
    •    Order Date 2014/02/26
    •    Estimated Ship Date 2014/03/10
    •    Estimated Delivery Date 2014/03/12
    Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26.  I called Customer Support to inquire.  I was advised by the agent there were “parts issues”, thus the delay.  I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop.  At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files.  To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
    Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned.  After much frustration with the agent, I requested to speak to a supervisor.  I instead received a Lead, named Pxxx.  I discussed the situation with Pxxx.  He was very apologetic.  He promised he would look into this situation and call me back the next day.  He never did.
    March 27th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8.  I called Customer Support to inquire.  The agent who spoke with me apologized.  She did research on your system and advised me the laptop would ship in 24-48 hours.  I questioned why Pxxx never called back.  She promised to send a note for Pxxx to call me back.  He never called.
    March 31st, I called Customer Support.  The agent advised the Ship Date was 3/4.  I requested to speak with a Supervisor.  He advised a Supervisor would call me back before 21:00 EST.  At 20:30 EST, Lxxx called.  We discussed this issue.  She apologized.  I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place.  She promised to take this up with the factory the next day and call me to advise of the results.  She did not call back.
    April 1st, I sent an e-mail to Lxxx requesting status.  I took a screen shot from the Lenovo web site.  Ship Date 4/3.  Delivery 4/7.
    Today I again called Customer Support.  I spoke with an agent who advised Ship Date 4/9.  I asked to speak with a Supervisor.  I was passed to a Lead named Pxxx.  I asked him if he was the Pxxx who promised to call me back two weeks ago and never did.  He neither confirmed nor denied that was him.  He did not apologize for not calling.  He did state he was the only Pxxx in the office.  I expressed my frustration.  I told him I spoke with Lxxx Monday and she never called me back.  Pxxx passed me to Lxxx.  I asked why she did not call me back as she promised.  She apologized and stated she was busy.  I asked if she received my e-mail yesterday.  She admitted she was behind on her e-mails and did not know if she received it or now.
    I am extremely frustrated with Lenovo for 3 reasons.
    1.    The laptop sold me was defective.  After it died, I did some searching on the internet and it appears this is a common problem.  I am shocked Lenovo has not addressed this.
    2.    Technical Support ignored my requests for assistance retrieving the files from the defective computer.  The made no attempt to help.  I can only assume the computer has been wiped and the files are gone forever.
    3.    Your Customer Support system is set up to lie to people.  I do not think the people at Customer Support deliberately lied to me.  They were merely repeating the information available to them.  This information is set up to give false shipping data based on a 2 week window.  Two weeks does not sound bad.  Surely you can wait 2 weeks.  On February 26th , I was lead to believe the computer would be in my hands no later than March 12th.  If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks.  I am confident, someone knew back in February this would take longer than 2 weeks.  Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
    I would like very much a conversation with someone at Lenovo who can address these frustrations.  To date, I have spoken with agents, leads and supervisors.  It is clear these people are only repeating the information available on their computer screen.  They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

    Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
    If you need additional help on this, please send me a private message.
    Thanks
    Mark
    ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
    Mark Hopkins
    Program Manager, Lenovo Social Media (Services)
    twitter @lenovoforums
    English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

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