Medion Complaint

Hello, I'm aware that Lenovo is the owner of the brand Medion hence why I'm writing here.
I have returned my Medion laptop (Model: X7613 16GB version) to Medion/Lenovo repair centre in Germany for a repair of a keyboard as the keyboard has a manufacturing defect however I was told that this cannot be repaired and that a refund/replacement would be chosen by them within 10 working days, 10 working days has far passed and no decision has been made nor have I recieved any phone contact regarding my £1100 laptop, I have contacted the customer support line for Medion to be told that nobody at the customer support line can provide any information regarding this and that they are pretty much useless in providing any information as they do not have direct access to information from the repair centre. I'd like to point out that this is breaching your own warranty terms aswell as consumer regulations and is practically stealing at this moment, I have provided my phone number seven times now to the customer service line and been promised a call back every day I ring that id like to point out also 'never happens', I've also been hung up on once for simply asking what is going on. I would like something done about this asap. I'm very much considering buying an laptop from a different brand and sending you the bill.
Thanks.

Hi Matt
Sent you a PM - sorry to hear what happened!
Serene
Community Advocate Program Manager
English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

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    Lucky for me I have the insurance again on this phone and my Droid X is back and functioning properly while I deal with this new ***.  Anyone that gets a smart phone without the insurance is a fool.  These things can’t even last through being removed from a pocket.
    If you try to send it in to get fixed, please reference this post so they know that this isn’t an isolated incident.
    PS – the comments problem is now fixed, so fire away.
    60 Responses to “Droid Razr Maxx – Broken Screen”
    1.     
    Andrew Carpenter says:
    March 22, 2012 at 3:08 am
    I just had a similar situation happen to me!! I have had the Razor Maxx no more then three days…when I noticed this afternoon my screen was cracked!! Not only is the screen cracked, it’s cracked in four areas!! Now, I’m a person who takes extra special care of my phone not to drop it or be rough with it & I get all necessary protective accessories with my smart phone investment. My phone is so new, I am still waiting for the protective accessories to come in the mail!! All I know is my phone was in my car in a GPS holder, I drop off some of my clothes to the dry cleaners & low & behold while driving back I notice my screen is cracked in multiple areas!! Iwent to Verizon to argue my case that I didn’t do anything abnormal to cause the screen to be cracked. They said their was nothing they could do!! I was planning to call Motorola tomorrow, but after reading this post that may be futile. I just can’t believe that this “Kevlar Gorilla Glass” cracked like peanut brittle!! Of course I have insurance on this phone & I can file an insurance claim & get another phone, but I believe I shouldn’t have to pay for something that I didn’t cause!! I really think their has to be some sort of defect with the glass for this phone…
    2.     
    Johnny Z says:
    March 22, 2012 at 9:05 am
    Our only hope is that everyone with this problem leaves a message here and we can take it to Motorola as proof that their phone is defective and it isn’t abuse that caused the screens to crack.
    Sending the phone back to Motorola will just cause you to be without it for over a week.
    3.     
    Andrew says:
    March 23, 2012 at 11:04 am
    I just switched from X2 to Droid Razr yesterday. Today was my first day carrying it. Had it in my back pocket while walking on the production floor. Apparently bending down was too much flex for it. Didn’t notice it until just now. So mine lasted approximately 3 hours before breaking. Sucks since I really like the Razr. I don’t want to go back to 3G, but at least my X2 was robust.
    4.     
    Johnny Z says:
    March 23, 2012 at 12:53 pm
    @ Andrew
    That really stinks man. Hope you have the insurance. And really, if a phone can’t handle being in a pocket what good is it? I do really like the phone, but hate it’s brittle nature and can’t recommend it unless they fix that aspect of it and take care of customers that are getting hosed like us.
    5.     
    Steve K says:
    March 24, 2012 at 12:51 pm
    Just received a droid Maxx yesterday and one large crack from top right down the entire screen to the bottom in less than 24 hours. It is my sons. Not exactly sure what happened but he said it wasn’t dropped or anything. He had the original droid for over 2 years w/o any issues. All my other 5 droids never had trouble, droid 1, droid 2 global and droid 3′s.
    6.     
    Johnny Z says:
    March 24, 2012 at 9:49 pm
    I’m getting one person a day leaving comments about similar situations here. But of course, it couldn’t be Motorola that is wrong here, it has to be the lying customer base abusing their faultless equipment.
    7.     
    Alindner says:
    March 26, 2012 at 9:39 am
    I had my Maxx for barely a month, most of which was it still in its box as i hadn’t transitioned over to it. I’m not sure if the “Cracks” in my phone are the same as all of you sound like its a visible crack. Mine i noticed is when the phone has light coming through from the back (such as when the flashlight app is on) i see a cluster of cracks in the top left corner and then additional cracks/marks throughout the screen. I went to verizon and they tried to tell me that its the type of screen that it is and the they had seen it before….which is crap since there is no logic to that and my brother has a maxx as well without this issue…sounds more like bad manufacturing.
    8.     
    Andrew says:
    March 27, 2012 at 1:25 pm
    Update on my phone – turns out it is the actual video screen that is cracked, not the gorilla glass. So you can’t feel any of the cracks, but the screen still doesn’t work. The phone is still functioning, but there is no way to interface with it. Since mine is purchased through my corporate account, it may be replaced at no cost. However, if so, I imagine that will not be the norm.
    9.     
    Alanna says:
    March 28, 2012 at 1:31 pm
    Ive had my Razr Maxx for a month. I have the Otterbox protector on it. It just dropped on the ground and the entire face is shattered. ugh. I just switched from the Droid 2. I dropped that sucker almost every day and the screen NEVER cracked.
    10.   
    Chris says:
    March 28, 2012 at 9:43 pm
    I have had my Maxx for exactly two months to the day when I was sitting eating lunch when my phone fell off of my lap onto the floor. I pick it up to find a hair line crack on my screen which no longer functions. (I had a screen protector and a phone case on my phone while this had occurred) Luckily I had insurance. I have called Motorolla and got nowhere and the best reccomendation that Verizon could give me was to call Asurion. My previous phone was a Motorolla Devour which is ancient. I’ve had it for roughly 4 years and dropped countless times. I don’t understand how the screen on a 4+ year old phone is alot tougher/better than the supposed “upgraded” glass screen.
    11.   
    Larry says:
    March 29, 2012 at 5:36 am
    Mine cracked and went blank yesterday (3/21/12) for no apparent reason other than having it in my pocket. Thought this was supposed to be a tough phone. Don’t have the insurance since I am not rough with my phones and over 15 years have never damaged a phone. Guess I’m screwed.
    12.   
    Gary says:
    March 29, 2012 at 3:08 pm
    Ok. Add me to the list. Got the Razr Maxx for my son and the screen lasted 4 DAYS! Now it has a nice crack across the middle. No abuse. I know for certain he does baby his phone and really loved this one. Now he’s heart-broken. Whole family has various Motorola Droids. None have had any problems. 4 days? Didn’t get the insurance since never really needed it before. To say I’m angry is an understatement.13.   
    kim says:
    March 29, 2012 at 5:25 pm
    I too am having the same problem. I have had my new droid razor maxx for only 13 days. I woke up this morning, turned my phone on and saw multiple cracks all over the glass screen. I did not drop it, sit on it or hit it on anything. I went to Verizon wherein they told me I must have done something to cause the cracking of the phone and that all I could do is file an insurance claim (which I have) and pay MORE money on top of the $300 already paid for another replacement phone. I would be more than happy to do that if it was in fact MY fault but it wasn’t. I take care of my personal items and seeing that it isn’t even 2 weeks old I do not feel it is right to make me shell out even more money for an obvious manufacturer’s defect. I have contacted Motorola about their gorilla glass and can only hope that they will rectify this issue. I have been a loyal customer of Verizon and find it very disheartening that they would not fix or replace the phone at no cost to me. I had the original droid for over 2 years with absolutely no problems. Clearly, there is a problem with the manufacture of this phone if so many of us are finding ourselves on this website writing about the same issue.
    14.   
    Johnny Z says:
    March 29, 2012 at 10:31 pm
    If you guys get anywhere with Motorola regarding the broken screen issue please let us know. Until then, I suppose we can continue to stockpile similar happenings here and then try to move forward as a group. Power in numbers, and thanks for sharing everyone.
    15.   
    kirk says:
    April 1, 2012 at 2:24 pm
    Ive had the razr maxx for six weeks. While using the phone, i ended a call. Pressed the homepage button and the glass shattered in my hand . The phone has never been dropped, impacted by anything or otherwise misused or handled roughly or improperly. Ive taken the phone to 3 different Verizon stores and got the same replies that ive aeen written here. I also contacted Motorola and got a very unwelcome runaround. I sent them an email today demanding contact information for the president of Motorola. I have insurance and have filed a claim only to be told by Asurion they have no razr maxx’s in stock and i will have to wait. This has been a circus! I have insurance in case of accidental damage. This was not accidental damge, its a manufacturer defect in the glass. I was treated so poorly by Verizon and Motorola that i will now not let this go. Why should i have to pay an insurance deductible six weeks after i bought an already expensive phone because of a manufacturer flaw? When i get my new phone i will be happy to send this phone to someone who can forensically identify what ive told motorola and verizon. The glass shattered through NORMAL use.
    16.   
    Cath says:
    April 2, 2012 at 8:20 pm
    Got my Razr Maxx 6 weeks ago. Dropped it yesterday and the screen shattered. I don’t have insurance as I have never damaged a phone before. My prior phones have all survived my 8 year old as well. Seems really questionable that this product is so delicate. I got no where with the store in when questioning the quality of this phone.
    17.   
    Jordan S says:
    April 2, 2012 at 9:39 pm
    Same story. I baby my Maxx and have never dropped it. I was driving and set my phone on the passenger seat (it did not move). I get home, put it in my pocket and go inside. Take it out a few minutes later and the LCD screen had cracked (not the glass) near the SIM card slot. Only thing I can think of is I put some pressure on it when I put it in my pocket but nothing more than what I’d consider normal. If you didn’t get the insurance Verizon just did open enrollment on their website for anyone who still wants it. I don’t know if it ended yet.
    18.   
    Jimmy says:
    April 3, 2012 at 1:33 am
    I have had my maxx for 6 weeks. I protected it with an otter box case, but only to be disappointed when it feel from my work desk on to CARPET and shattered my screen. Called Motorola got nothing accomplished they really don’t care about their customers. And Asurion has been trying to get me to down grade it seems like to me this phone was put on a pedelstal for its greatness when it was cheaply made not great screen wise. Never had this problem before with any my other droids smartphones. I am highly disappointed, and very angry. I really hope the problem with this phone reach the right source to escalate it so that something can be done about it.
    19.   
    Clancy says:
    April 3, 2012 at 4:02 pm
    Got my razr maxx. dropped it ONCE on carpet and it shattered the entire screen. major cracks everywhere. spend 300 bucks plus now repair because i didn’t get insurance. unbelievable. I feel you all.
    20.   
    Adam Stanner says:
    April 4, 2012 at 12:34 pm
    I had the same thing happen to me. I have the original Droid Razr. I have had it for a little over 3 months. It was sitting on my kitchen counter when I noticed a crack in it. It has NEVER been dropped. There is a small parabolic crack right over the SD/SIM card door that can be felt, and another from the top edge of the SD/SIM card door across the face that cannot be felt. Everything still works though. It seems to me that the SD card door is the weakest part of the frame and the phone probably flexed there slightly cracking the glass. I guess gorilla glass and kevlar don’t mean a thing. I otherwise love the phone but if it can’t stand up to VERY gentle handling I don’t know what to do. I do know that my next phone will NOT be a Motorola/Google debacle. I am all about open source and the Android OS but the OS doesn’t really matter if the hardware can’t stand up to LIGHT everyday use. It is a shame when my last phone, yes up until a few months ago, was the original Razr flip phone. That thing was awesome. I have carried an Apple iPod around without a case for two years and it has not a single scratch on it. Guess my next phone will be an Apple iPhone 5 LTE or whatever name they decide to give it.
    21.   
    Janet says:
    April 4, 2012 at 6:40 pm
    I have had my Razr MAXX for almost two months now. I put Pandora on jumped in the shower, got out of the shower to discover my screen was cracked from the inside. Phone is now completly useless. I also called Verizon who claims they have NEVER heard of this issue…Even though it happenend to my brother in laws phone the day before. He was within his 14 day window so his was replaced. I now have to go through insurance claim..kicker line is they want me to take a down grade as well…they say they dont have a phone to replace it with. Why do i pay insurance then? Dealing with Motorola as well, but they are acting the same way as Verizon. I was upset to pay my deductable after all the money I already paid, but my thing is, are we gonna have to pay 99.00$ every two months?
    I seen on another blog that whats happening is the phone gets hot from NORMAL useage…due to the size of the Razr and MAXX the battery swells and creates pressure causing the screen to …yup you guessed it CRACK…so irritating.
    22.   
    Johnny Z says:
    April 4, 2012 at 9:08 pm
    @ janet
    That is interesting. The phone battery expands when hot and it has nowhere to expand to…??? I wonder if not having any way to remove the battery without tearing it apart makes that happen more…
    23.   
    Dave says:
    April 5, 2012 at 12:03 pm
    Dropped my RAZR MAXX last night at home. It hit my soft shoe and the carpet. When I picked up the internal screen was cracked/smashed in multiple places. In the first week or two I had it, I had actually dropped it in a parking lot. A little nick on the corner, but fine. When I drop it on something soft, the screen shatters. The external gorilla glass is fine, but internally it looks like somebody beat it on a rock. Definitely an issue.
    24.   
    Charlie says:
    April 5, 2012 at 12:52 pm
    Had my phone 2 hours, never dropped. Screen cracked on inside. Verizon store says physical damage cannot replace. Are they kidding me? Had it in pocket so I must of sat on it is what the guy said. I’m at store right now writing this from a display phone, I’m so fikg ****** . Had my Motorola x for years never had a problem. Don’t buy this phone, obvious corporate Motorola rushed this phone to public.
    25.   
    Chris says:
    April 5, 2012 at 2:50 pm
    Had phone 5 days, nothing happened to it. Finished a call, put phone on counter and screen cracked. Verizon says can’t replace and have to pay insurance deductible because it’s damage not a defective product. Motorola says 5-7 business days after they send a label (up to a few weeks without a phone??) to determine IF it was defective or damaged. Then defective phones are repaired–”we don’t exchange products” What a racket!
    26.   
    Jerry says:
    April 7, 2012 at 4:17 pm
    I had my phone 1 week and I dropped in from about 2 feet and the screen was shattered in 2 places. Very cheaply made screen for sure.
    I have dropped many other phones with no problems
    27.   
    James says:
    April 8, 2012 at 11:04 pm
    wow, guess Im not the only one,huh. I was so loving this droid for three days, but I dropped it. I could have dropped a drinking glass 1.7′ to the dirt would not have broke,, this thing shattered, done, completely over. Didn’t get insurance,,lol dam.
    Didn’t get insurance because had last two droids til contract ran out got free upgrade, thats two year per phone without a scratch this max looks like I taped a few firecrackers onto screen and blew it up. Maybe they need to design a replacement we can just snap a new one on ourselves for 10 too 20 bucks and we all would be mo happy:)
    28.   
    Mike says:
    April 9, 2012 at 8:12 am
    Yesterday, I got a phone call at an irritating time and kinda smacked my phone with my fingers and it slightly cracked something inside. The screen is blank and won’t come on. I can’t believe I broke it with the tips of my fingers.
    29.   
    Aaron says:
    April 9, 2012 at 9:15 am
    Mine is already broken but if someone had a video of it charging every time they might catch it breaking on its own. Publish that and save us all.
    I never dropped my Maxx and does not show a single scuff, I believe the screen broke from internal pressure from a hot li-po battery.
    30.   
    Jeff says:
    April 9, 2012 at 8:11 pm
    I had my phone for four days. It fell out of my pocket while having lunch. No crack then. Had a long phone call later that night, when I was done there was a crack in the glass. Verizon wouldn’t do anything.
    31.   
    Todd says:
    April 10, 2012 at 10:27 pm
    My son had this phone 6 weeks dropped it the glass shattered. Luckily we had insurance on the phone, got a replacement less than a week ago, dropped it on the carpet tonight and the glass shattered. Called Verizon and they said they have had no prior complaints of glass breakage. The Gorilla glass obviously isn’t what they say it is! Just a piece of JUNK!!!! Don’t waste your money!!!!!!!
    32.   
    Chris Jacobs says:
    April 11, 2012 at 2:19 am
    Had my maxx for about two Weeks, woke up today to a cracked screen. About five min ago as I was holding it on Facebook I heard and felt it crack again! I haven’t dropped or banged it around at all.
    33.   
    miriah overbey says:
    April 11, 2012 at 9:55 pm
    I too, have had similar problems. My phone just mysteriously cracked. I’ve never dropped it, and it has an otter box…and it still cracked. Bunch of crap. :-(
    34.   
    krista says:
    April 13, 2012 at 1:35 am
    I had my new Razr for eight days when I noticed a crack in the screen. The crack goes all the way thru the glass to the bottom of the phone. I did not drop the phone or do anything that would damage it. I was taking extra special care with my new phone. I contacted customer service via email. They told me to get insurance and then file a claim. I did that and of course the claim was denied because the damage occured before I got the insurance. It is an unethical business practice for Verison Customer Service to have told me to do that. After getting the insurance, filing a claim…it was outside the 14 days I had to return the phone. The first service rep I spoke to should have told me to return the phone right away, instead I was told to file an insurance claim. I have emailed with 4 different service reps from Verizon and they keep suggesting I file a claim even though I have explained that I did file a claim and was denied. I am very disappointed with Verizon’s customer service.
    35.   
    Amy says:
    April 13, 2012 at 5:15 pm
    On April 11th, I followed my normal morning routine. I removed the phone from my end table and its charging cable, and placed it in my purse. I then walked from my home, approximately 50 – 75 feet to my car. When I arrived at my car, I placed my purse on the passenger seat, and got into the car. Upon removing the phone from my purse to make a call, I saw that the screen had a small crack in it. The crack begins/ends right at the location of the power button, which must be pressed each time that the phone is to be unlocked/activated for use. I state this simply because it could be considered a ‘stress’ point, and perhaps have some bearing on how the phone may have been damaged. It should also be stated that this same routine had been followed for the previous 7 days since I purchased the phone. The phone was not being subjected to any treatment that would fall outside of what one would consider normal use. This is the same routine I have followed for years, with several other phones, including a BlackBerry Curve and a Sanyo Katana. Each of which I maintained service on for approximately 2 years, to the best of my recollection. I mention each of these phones specifically because unlike most ‘clamshell’ style phones, the Katana has a small exposed screen and the Blackberry has a fully exposed screen. Neither of them have any cracks to their screens, and even the scratches to them are minimal. This Motorola Razr phone is advertized to have ‘Gorilla Glass’ which while not unbreakable, is supposed to withstand quite a bit of stress. One website (I believe Corning or Motorola) indicates that the breaking point is around 121 pounds of pressure. I believe that there was a defect in this single particular piece of equipment (that may or may not be a singular incident) that caused it to break under normal use. It is also my belief that even if there is no current record of a ‘known issue’ with this product, it stands to reason that someone has to be the first to have the problem before it becomes a known issue.
    36.   
    lane says:
    April 13, 2012 at 9:07 pm
    Phone falls from car seat to car floor..carpeted, 18 in fall , screen cracked! Unbelievable! ! ! ! ! !
    37.   
    Cameron says:
    April 14, 2012 at 12:54 pm
    Had this phone since early February. It is the best phone I’ve ever had. It has survived absolutely horrible drops. down stairs, onto solid concrete (multiple times, I work in a warehouse.) It has been stepped on. It has been rammed or bumped into table edges while in my pocket (glass facing out). Not a single time did it crack. I went to band practice last night and it was sitting on my guitar bag. I put it in my pocket to go home, then I pull it from my pocket after I get home and the gorilla glass (NOT THE LCD) is cracked right next to the earpiece. It is shattered and there are cracks leading down the screen.
    I called Motorola. They want $160 plus tax, which makes it $177, plus shipping to and from Texas. No doubt going to add it up to $200. That is 2/3rds of what this phone cost me. Called Verizon, no help, they were surprised that the actual gorilla glass shattered. I did tons of research on replacing the screen. Most of the time you need to purchase the digitizer (gorilla glass screen) AND the LCD. If you are really skilled and have nimble fingers and a clean work environment, I have learned you can replace just the digitizer. But it is pathetic that the gorilla glass had a nasty shatter, not crack, but SHATTER and the LCD works fine.
    I have called numerous cell phone repair places. And they have given me the estimate of $220-250. This is absolutely ludicrous. I might as well buy a new one. Be this a warning to all people who buy this phone. This phone is amazing, when it works. But please do NOT skip out on the insurance. The most you will have to pay with it is $100. Do not make my mistake. Do not rely or trust the Gorilla glass.
    Motorola is so very much designed to scam its customers. Physical damage voids the warranty. Are you kidding me? The most common problem, voids the warranty. And it must always be the customers fault. No, nothing goes wrong in manufacturing. Nothing. I will suck it up and probably use it with the cracked screen until Motorola gives me a better offer or I just cant stand it anymore and just get the f***ing repair. It makes me grit my teeth that Motorola offers the lowest price on screen repair.
    38.   
    John says:
    April 15, 2012 at 8:02 am
    My 3-month old Razr screen cracked (never been dropped) when I had the audacity to press the lower left button with right hand while holding in my left. Apparently, the “Gorilla glass” is not designed for the rigors of, you know, using the thing like a phone and pushing buttons. Store basically called me a liar and told me not to bother sending it in, they’d send it back. I plan on a claim (probably arbitration, since they usually make you sign away your right to sue). I’ll see how it goes. This phone felt for three months distinctly like a beta version they rushed to market in time for holiday shopping season.
    39.   
    John says:
    April 15, 2012 at 3:35 pm
    As a follow up to my prior post, the Verizon agreement says you can either arbitrate or pursue in small claims court. There is a dispute resolution form on verizon’s website you can use to initiate the process. I’ll try to come back and weigh as I navigate the process with thoughts/issues.
    40.   
    Kereen says:
    April 16, 2012 at 9:31 pm
    I’ve had this phone for just over two weeks. I was pushing some icons up to trash and the screen cracked – I now have a nice thumb-sized crack near the power button. As with everyone else, Motorola and Verizon decided there was nothing they could do other than charge me more money. Glad to know that the $$$ I spend on a cell phone account means nothing to them.
    41.   
    chupper says:

    My daughter has had her Razr for about 9 months now.  About two weeks ago she picked up her phone in the morning on her way to school when she noticed two cracks, both starting at the camera lens. One goes completely to the bottom and the other goes sharply to the side. She has never dropped it and me and my husband went over it with a fine tooth comb. We looked under a magnifying glass and could no find any reason for the glass to crack. Not one ding, scratch or bang. Our daughter really takes good care of her stuff, but we still wanted to make sure before we sent it in for repairs. Well we did and we got a reply from Motorola with a picture of the cracks saying this was customer abuse and that it is not covered under warranty. Even though they did not find any physical damage to back it up. Well I e-mailed them back and told them I did a little research and found pages of people having the same problems. Well I did not hear from them until I received a notice from Fed Ex that they were sending the phone back. NOT FIXED!!! I went to look up why and guess what there is no case open any more for the phone. It has been wiped clean. I put in the RMA # it comes back not found, I put in the ID #, the SN# and all comes back not found. Yet a day earlier all the info was there. I know there is a lot more people like me and all of you, but they just don't want to be bothered so they pay to have it fix, just to have it do it again. Unless they have found the problem and only fixing it on a customer pay only set up. I am furious and will not be recommending this phone to anyone. And to think I was considering this phone for my next up grade! NOT!!!!

  • Trying to file a complaint...

    and I have hit every possible roadblock.  I believe it is complete ridiculous in the year 2014 that a technology company does not have an email address to use to submit complaints.  After some research I followed a link over to the Verizon Wireless leadership (Leadership | Verizon Wireless) directory and found both my regional President as well as the VP of Customer Service.  I was attemping to submit my complaint using the contact link for these individuals and nothing happens.  So not only am I frustrated and angry at your company, you give me a possible way to contact you and it doesnt work.
    Here is the message I was sending:
    I want to start this off by stating this is a complaint.  Something small that could have been easily resolved has become a much bigger issue and the fact that I am now typing this message to you is further proof of the poor customer experience your company provides.
    I have had the same cell phone number from the WorldCom days.  I stayed with the service when it was rolled into Verizon.  I have been a loyal customer for what I believe is almost 20 years.  That is what is fueling my frustration over this entire situation.
    We currently have three phones on our account with you.  Myself, my mother and my brother.  My brother is deaf and uses the phone primarily for text and email.  He wanted to upgrade to the new iPhone 6 and sent me copies of the different ads that stated turn in your old iPhone for a new one.  I will state here that I misunderstood these ads.  I thought as an existing customer I could come in, trade in my old phone and receive a new one.  I figured I would have to change my contract and start a new two years.  I was wrong.  But the way I was informed it where the problem begins.
    We went to the Verizon Wireless location in Harstdale, NY on Sunday morning.  We arrived at about 11:30am or right as the dance party was starting as the music was very loud.  We explained why we were there and waited our turn.  We finally had a sales rep assigned to us and we explained we were there to turn in old phones.  He asked if we were new customers and I stated that we were existing customers.  He discussed the phones that they had available and I decided we would upgrade all three lines to the iPhone 6 with the 120gp memory.  They had none of the smaller memory and I figured if I was there I would upgrade them all.  This is when he looked at the account and stated that only my brothers line was due an upgrade.  I asked about the ads I had seen and his response was "we cant give everyone a $900 phone sir".  This bothered me.  Again, I admit I misunderstood the advertisements but what I saw was that if I was someone new I would be given this deal.  But as an existing customer I was not.  I discussed this further and was getting increasingly more frustrated.  As this is happening a girl who worked there kept changing the music to more bass heavy dance music at a volume that was too loud for a store and I was losing my patience.
    I finally stated to the rep to just upgrade my brother phone and that when my account comes due in June I would look for a new provider.  A company that was interested in keeping a loyal customer.  His response was the one that pushed me over the edge "You will see that we have the best network and come back".  Excuse me?  As a representative of Verizon he just told me to leave?  I was stupefied by this and just stopped the discussion.  He went to set up my brother's phone as I became increasingly more frustrated and was now starting to get a headache from the music volume.
    I decided to call customer service while in the store to explain what happened.  They were no help.  They were unable to assist me in my original desire to upgrade my phone and then no one seemed to care that your sales rep basically told me to leave your company.  After this call was terminated I left the store and was heading home when your customer service rep called me back to make sure I wasnt upset with her.  So now I am angry at your company, have a headache from the music and now I have to coddle your rep who took my statements personally.
    Now for the last two days I have been attempting to submit a complaint to your company and have hit every obstacle possible,  There are no email addresses listed on your website to use for complaints.  It took me two days to find this (Leadership | Verizon Wireless) and I am not certain this is correct.  Yesterday a customer service rep gave me [email protected] as the email to use for complaints.  There is no way that is correct.  When I called today I was told by a rep and her supervisor that there is no email addresses to use to submit complaints.  They would give me a physical address to mail complaints.  It is the year 2014.  You are a technology company and there is not a single email address to submit complaints?  I guess this is more proof of how you feel about your customers.  Why make is easy on people that have a complaint.  Maybe if you make it really hard to contact you we will just stop complaining!
    Your sales reps are more interested in new customers then helping existing ones.  Your customer service reps are too sensitive to understand that its a corporate problem not a personal problem and your company is so smug that they do not have an outlet for customers to voice their problems.
    I said this in my original email sent yesterday, add up all my bills.  Add up all the charges, overages, usage fees, roaming charges, data charges.  Now add all my home phone bills, home internet and fios charges.  You tell me again how I should go find another company.  Tell me again I will be back!
    So please keep working toward getting new customers, you are going to need a whole lot of them to make up what you are going to lose in me!  I will make sure anyone who listens to me will hear about this experience.  I will make sure I will say how happy I am with what ever company I end up with.  I will make sure my boss hears about this when its time to update our business lines.  I will make sure that this experience is shared with anyone I can tell.
    All of this because I wanted to upgrade my phone and start a new two year contract with you.  Amazing how things can change so fast.

    Hi larissadallari,
    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 at the top of the middle column 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.

  • Urgent ,complaint summary report  ??

    Hi Gurus,
    "The new complaint summary report is missing Location from the Ship-to Name/Location and Sold-to Name/Location fields" this is the problem.
    Please let me know how to go abt this .. which tcodes do I need to refer.. do I need to look at CRMD_ORDER
    if yes then how do I look at the report ??
    I'll reward points for this ..

    Hi Ravi,
    Thanks for your reply ..
    Is this the right site .. I get an error message ...
    could you please send all the possible CRM Forum sites
    were I can place query.. to it...
    Rgds,
    Aryan

  • Since you don't allow emails any more – I suspect because of the numerous complaints with your service and the way you treat people that you don't want documented, I am calling and I want this call recorded for future reference. I have been a long time fa

    Since you don’t allow emails any more – I suspect because of the numerous complaints with your service and the way you treat people that you don’t want documented, I am calling and I want this call recorded for future reference.
    I have been a long time faithful customer of vzw and although the past year I have been late on payments many times and really couldn’t afford your exorbitant prices for services lots of other companies offer sometimes three times cheaper than what you charge, I have hung in there trying my best to meet my obligations.
    This month has been no exception. You don’t know the background; the whole story of people’s lives. I know you could care less because all you care about is the profit-the money that comes in.
    I was told when I agreed to pay my bill on the third per the recorded message that I had 14 days to pay…you cut me off anyway. The phones are not the tissue; your suspending my service means I cannot work. I may lose my job…how do you justify that? In any case? The least you could do would be to keep 4986 on and cut the phones off. But no. You refuse to compromise and meet the basic needs of your customer. What does that say about your company? I tried to call back on three separate occasions to tell you I couldn’t pay because of unexpected expenses but couldn’t get out of the automated system…sadly couldn’t get to a real person which also speaks volumes to me.
    All this tells me this is a company I don’t wish to be affiliated with any more. As soon as I can, I will discontinue service with you…I know you could care less. I will honor the remaining portion of the contract but that’s it. You don’t deserve my business. I am a good, hardworking person who, at the sacrifice of myself and my needs, always pays her bills…albeit late at times. I realize others tell you stories and lies to justify themselves. That’s not me. If you knew what I had been through the last 7 yrs you would marvel that I am  still on my feet…don’t judge too quickly. You could be wrong…and in my eyes you are by doing this to me.
    God will see us through this extremely scary time of that I have no doubt. No thanks to your company and lack of understanding and mercy. I am doing the best I can. Sadly you are not.
    See I have choices. MANY choices of providers for services you offer. I don’t have to be treated like this. I don’t have to succumb to your coldness and callousness. I intend to choose better (and cheaper). If your company doesn’t get the “people factor” back you will be sorry.

    Problem here is you admit you cannot afford the service.
    And you want to blame Verizon for losing a job because you have no cell phone.
    If your job depends on that phone I would pay it on time every time if you need a job to pay your bill.
    No other service is going to treat you any different. And if you cannot afford Verizon's monthly invoice how are you going to afford new devices, activation fees, possible security deposits on any other cellular carrier? You can't.
    Also if you made an arraignment to pay and then decide you cannot do so, why should Verizon extend you service or credit, or why is it you want to use the service and data and not pay for it as agreed.
    Get a prepay phone. Its evident the cost is too high for you to afford on post pay.
    Good Luck

  • Hello  I don't know who to complain to as you do not appear to have a complaints department, despite searching the web, I trust you can pass this to relevant department for action, as I'm very angry over my recent repair.  Following my issue relating to a

    Hello
    I don't know who to complain to as you do not appear to have a complaints department, despite searching the web, I trust you can pass this to relevant department for action, as I'm very angry over my recent repair.
    Following my issue relating to a blank screen 2 weeks ago, your advisor arranged for my iMac to collected by Amsys, for repair and return, this was done and it was returned to me last Tuesday, onWednesday I set up my iMac again and instantly realised I had problems, much worse than before. I called Amsys to inform them of the issue of the computer being very very slow and unable to open iPhoto and pages, and document listing would not show up, plus I had no sound on the mac.They informed me that they had only replaced the video card and what they had done would have not affected the computers performance. He suggested I reinstall OSX again which I did, but this made no difference to the programs, so I called you.
    Your technician on the phone was very good as they have always been, and made an appointment for me to go into the Milton Keynes Apple store the next day at 1 pm, which I did.
    The gentleman on the Genius Bar was very good and was able to run tests on the iMac in my presence, and diagnosed immediately an issue with the sound problem, and advised me that this could not be fixed while I wait and I would need to leave it for repair. I made him aware of the previous repair, and he was able to see via your system, the list of logged issues I have had with this since purchasing in September 2012. I'm sure you can see from the way you record all calls and issues the problems I have had.
    Today I called to ask if my iMac would soon be ready for collection, I was told the repairs had been completed and it was being tested. However to my dismay, I learned of another serious issue relating to the repair carried out by Amsys. I was informed that 6 screws were missing from the the iMac internally, which caused me much distress and concern, they also told me I had to wait even longer as the screws had to be ordered and installed on arrival before I could collect it.
    My issues here are: I trusted the Amsys repairer as it was arranged and recommend by you, it is very evident they are not competent to repair, as they have caused more problems with my iMac on its return, despite enclosing a checklist, fully ticked showing everything working well, it clearly wasn't ! Plus the issue of missing parts (screws) during the repair, I have already expressed my disgust with Amsys, by email and had a response, within the hour, apologising and told me they were looking into this.
    This where I stand on this, I have not had my iMac for  almost two weeks and I do not know when I will get it back. I'm also very worried about what other damage has been caused by Amsys and the quality of my iMac now. I want to know what you, Apple is going to do about this ? I have already been very inconvenienced by this and until now I have been a very loyal apple customer with 2 iPads, and 4 iPhones in our household, not to mention the iMac.
    I feel I have been very let down by this experience, on my iMac, which cost a lot of money, I have also lost a lot of money with lost work and unable to carry out my business without it, and I will be seeking compensation.
    I trust you will take this complaint seriously and pass it to the relevant department for action.
    Yours sincerely
    Des Withey 
    Sent from my iPad
    On 26 Feb 2014, at 11:44, Apple Support <[email protected]> wrote:
    Thanks for contacting us.
    Thanks for contacting Apple Support. If you need more help later, you can open the case below or start a new support request online.
    Case ID:
    Open this case
    Sincerely,
    Apple Support
    Get help online
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    Call Apple Customer Relations - 1-800-275-2273.  Ask politely & firmly that you want to be transferred to Customer Relations.  Tell them exactly what you stated in your post.
    GOOD LUCK!
    These are user-to-user forums where everyday folk (volunteers) post questions and offer answers (technical support) to each other.  

  • Repost of the deleted complaint

    To Whom It May Concern,
    I'm curious if there could be some questions answered regarding a situation I have been faced with over the last three days? I have been a customer for several years and have spent hard earned money being that loyal customer. My loyalty now is beginning to waver after the following three days. Here is a specific synopsis of the above mentioned situation.
    I received a text message asking me to renew my Employee Corporate Discount. This was the first time in my duration as a customer that this was asked of me. I had left my previous employer and not even thought about my corporate discount. I have actually renewed several contracts and purchased several devices on my account since I left that employment and never even thought about the corporate discount program nor was asked about it by the various representatives. I contacted the Verizon Wireless Customer Service department to go about whatever was needed to be done to correct this issue.
    On December 11th, I spoke with an agent by the name of Cynthia out of a Maryland call center. She was very helpful in giving me the information needed to contact the Assumption of Liability department and went into great detail on what steps to take. She looked into my current employers information to find we do not have a Corporate discount program with Verizon but found that my wife's employer did.  Her employer has a slightly comparable corporate discount program to my previous employer minus 6 percent. My previous discount was 20% with my wives’ being 14%. Cynthia went on to tell me about different loyalty plans that she could offer me for "being such a longstanding loyal customer" that would cheapen the plan and offset the difference in price. She also went as far as to offer my line an early upgrade on the contract with a new device. The contract end date for my line is Feb. 23rd, 2014. I am not to concerned with lowering my plan due to the fact I don't want to exceed it but did have my interests peaked regarding the early upgrade. I questioned the ability to upgrade early for clarification and was told absolutely, "We do our best to keep our loyal customers happy." We discussed how I currently have the unlimited data package on my line (xxx-xxx-xxxx) and what she could do for me since when I upgrade, I will lose that unlimited package. She did state that I would be eligible for 6 GB per month for my current pricing of 30 dollars. Honestly, I should have just let her upgrade and sell me the new phone at this point in time to avoid this situation all together. Because I had not gone over any of this with my wife, I asked her if I could think about it. She said no problem and asked when would be a good time to call back. It was arranged for her to call me back the following day. She said she would contact me after 03:00 on December 12th. She did call me back at 02:50 while I was picking my daughters up from school. Again, my mistake, I asked her if she could call me back in 30 minutes when I would be returning home. She said it would be an hour before she was able but I never received that call. I called the customer service department later that evening at 1930 and requested an email be sent to Cynthia asking for a return phone call at her earliest availability.
    The following afternoon on December 13th, I again called and requested an email be sent and requested  the representative go ahead and transfer me to the Assumption of Liability department. After about 1.5 hours of conversation passing the phone back and forth with my wife to the representative,  we were to the point of sending the verification email. I had to leave for work at this time so I continued to be on hold while she completed the forms my 20 minute commute to work. Once I was in front of a computer, I accepted the terms and finished the process. At about the 2.25 hour mark, we were finished with the switch into my wife's name to receive the 14% (-6% discount than prior) corporate discount. This is when I was transferred to a gentleman by the name of Kevin in the Albuquerque, New Mexico Customer call center. I spoke with him about going forth with the options previous stated to me by Cynthia of upgrading my line with a new device.  We went over some of the differences between the IPhone 5S and 5C and he also assured me I would be able to
    receive the 6 GB of data in place of the unlimited for the same price of $30.00. I was ready to go ahead and early upgrade my device and renew my contract for another two years even though a direct competitor to Verizon has a Corporate discount of 22% available to employees of our company. Once he started typing in the info in preparation, he stated, “Unfortunately you will have to wait for a period of 24 hours for the Assumption of Liability to
    set in". I asked him again if I should contact him directly to complete this transaction or to contact anyone with the customer service department. He assured me to just call *611 and any agent would be able to assist me with the line early upgrade. I waited the 24 hour period,  26 hours to be sure, and called back on December 14th at 20:45 and spoke to a lady by the name of Tiffany.
    She listened to my entire story, put me on hold, come back and asked me who I had previously spoken to, put me on hold another 10 minutes, then come back and told me unfortunately she was unable to help me because my contract did not expire until Feb. 23rd. 2014 and she was unable to find the exact words noted on the account of a representative offering an early upgrade. I again explained that upgrading two months early was not my original intent in this whole process but was merely offered to me by the first representative I spoke with (Cynthia), in lieu of losing 6 percent of corporate discount, then again reaffirmed by the second representative (Kevin), and now denied by her. She again apologized and said there was nothing she could do. I asked if there was a supervisor available I could speak with in which she told me there was not. I responded by saying, " There isn't a supervisor available to speak with me"? Her response was pretty clear cut stating, "no, there isn't a supervisor available and if there was there wouldn't be any difference. They would be unable to assist you.' I started to get a little frustrated at this point. I then asked her what the difference was between her and the last two reps I spoke to. She just said, again, she was sorry and there was nothing she could do. I did ask the representative Tiffany; since she could not find comments regarding what the two different employees told me and that she didn’t believe what I was telling her, if she could
    listen to the recorded conversations? Her reply was only that they were not available.  Now 50 minutes into this conversation, her attitude changed and was obviously tired of dealing with the situation. To save my temper and I believe hers as well, I went ahead and thanked her for her time and ended the communication.
    After sitting frustrated for about 10 minutes and calling the wife explaining the situation in dismay, I decided to call back and speak to another representative with fresh ears and an open mind for their insight. Honestly, I cannot remember his name and did not write it down but this gentleman was a very calm, empathetic customer service rep. He listened to my story that I've repeated several times now and sympathized. He apologized for all the miscommunication and put me on hold to speak to his supervisor. Obviously a supervisor was available after all. He returned about 5 minutes later to tell me that his supervisor was sorry for all the inconvenience and had no problem moving forward to honor what the very first rep offered. He then put me on hold to contact a department in the Dallas Fort Worth area to get the second approval to retain my current phone number and go on with the renewal of contract and purchase of the new device. After another 5 minutes, he came back on the line apologizing saying he could not make good on the offer due to the department in Texas. This was another 56 minute conversation with no results. I told him I understood that this was not his fault directly but still do not understand what changed in literally 26 hours between employees of the same company as well as when a supervisor approves what was already offered multiple times. Through frustration, I questioned what options I have with cancellations after the contract end date on my line and what the total cost would be for early termination of the account in it's entirety based on decisions of if I even want to continue a business relationship with Verizon at all. I thanked him for his time and ended that communication.
    If it was only the first representative that made this offer I could understand, mistakes happen. Then when the second representative states the same thing even going as far to give me the directions and timeframe in which to call back, can two employees make the same mistake? How do two different customer service employees from two different call centers on opposite coasts give me the same information only for a third
    and fourth to tell me there is no possible way this can be? Even after a supervisor approval.
    I understand the importance of customer service as I was in this profession for over 10 years. I also have been put in tough situations regarding customers and their complaints, some valid and some invalid. In my years of customer service, my sole job was to keep our customers happy. Happy customers meant return customers which brought in additional business through positive word of mouth and maintain profitable numbers for our company. I would think as a leading innovator in the wireless industry, this would be a company main objective. It just seems to be the way of the world in todays times where the customer is no longer right and doesn't really have a voice.
    I know the possible loss of my business is not going to impact your company in any great way and I really would prefer to not deal with the hassle of switching service providers even with your competitor offering a much larger corporate discount incentive. We have been customers of Verizon for 7 plus years and spent over $13000.00 on contracts and devices. This is money not only spent on equipment but on customer service as well.  On the flip side, I would much rather give business to a company that appreciates its customers and honors what its employee’s offer. This experience has opened my eyes. With my contract ending in two months, I will most certainly be looking into the other options available.
    If you have any insight in this matter, I would appreciate any
    information available.
    >> Personal information removed to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    I can relate with you Chris.  Had much the same experience with Verizon Customer Service within the last 24 hours.  I've come to the conclusion that if they really want to help, they wouldn't ship you around the country. You would get the same call center, with the same operators, and, obviously the same set of rules
    What I experienced was... The rules change from one call center to the next.  They don't really take notes.  I have talked to probably 5 customer service reps today, and while they "pull up" my account, nothing is noted.  I had to retell my story, over, and over, and over again.
    I'm ready to bite the bullet, pay the early termination fees, as, since I calculated it out, it would be cheaper than keeping the contracts active.  Such a shame.  I used to like Verizon.

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