A Lesson in Frustrating Customer Service

I had a hell of a time with a locked account a month back. But it wasn't the locked account that bothered me. It was the continuous lack of solid action....except by one retailer who will undoubtedly not be rewarded for her efforts.
https://docs.google.com/open?id=0B4V2MzOHgqeWLU5LblRzOExUMkNyamVTdFk0UnMtdw

Seriously,  I try to be reasonable with my complaints but I am in the middle of VZW trying to correct an error and after several weeks this morning's response was that the "estimated time to resolution" is yet another 48 hours. this would be about the fifth time "48 hours" was thrown at me.... The reps have all been polite, warm and fuzzy but quite frankly its the lack of consistency and follow through that is driving me nuts.
I am sure that there are some rabid VZW supporters who are about chime in on this but I think your complaint was pretty fair and that your concerns about how the matter were handled are quite reasonable...Thanks for sharing.

Similar Messages

  • BT most frustrating customer service experience in...

    I thought I would register for this site - only so I could share my experience of BT broadband customer support. It will come as no surprise to many of the customers of BT that my experience is a poor one.. but by posting I hope to clear some of the frustration that I am feeling and get on with the rest of my day. 
    The context is that I fequently have poor connection speeds or no service at all. most of the time I do not bother to call support as I know the experience is horrible. Today though I did call as I am really considering switching to another provider and thought I would give BT a chance to assist me.  Here are a list of my complaints as sent to BT today.  You might find the transcript of my conversation with the support rep of interest:
    1) Frequently have issues with intermittent service and poor connection speeds.
    2) Automated Phone system VERY frustrating when trying to contact BT customer services. Today have worked out the quickest way of getting through to support team involves TEN different options having to be chosen
    A real example from today follows:
    1 - enter your number
    2 - select 4 for fault
    3 - select 2 for broadband
    4 - Listen to advice
    5 - please hold
    6 - if you have a problem with broadband press 1
    7 - press 2 if your phone is working
    8 - listen to advice to use online help
    9 - press 2 if you don't want to use online help
    10 - if you are experiencing slow speed press 3
    11- listen to message "we randomly select people to provide feedback please press 1"
    12 - please hold to be connected.
    3) Once you DO get through to a human you are frequently told you need to be transferred to another department or get cut off - having to call through again. I had to make 7 separate calls today and still have not had my issue resolved.
    Today I was told today after 7 separate calls to the Customer Service team for Broadband problems that I would be called back by a specialist team between 12 and 2Pm today. I was not called back and then called back myself to ask what the promised update was progressing. Here are some notes from that call - I have tried to quote verbatim where possible (its not exact .. but hopefully allow you to get the gist of it):
    Me: explain that I have called in several times - the latest at 9:am this morning was when I went through a series of tests, and was advised that my problem would be referred to the Network support team who would call me back between 12 and 2pm - as it was now 2:15 and no call I was ringing to see what the update was.
    BT: whenever any cases are raised to the network faults team. It goes to anyone of them randomly. So the person to whom this fault is assigned may not be there in their shift.
    Me: Can you please check?
    BT: (after wait) He is not on the shift.
    Me: Ok so what is the update please?
    BT: So I will be running a few tests. So that I can find out how your internet works over the past few.
    Me: Yes but would you be able to look up the update that I have been waiting for please? you ran these tests several times this morning.
    BT Yes I will need some few minutes.
    Me: thats fine I have been waiting since 9am this morning and this is my seventh call to BT customer service. I have been waiting for just under 8 minutes on this call so far. Happy to wait.
    BT: are you using a laptop or desktop?
    Me: Ipad
    BT: And do you see the lights on the router changing when the service drops out.
    Me: I have already answered these exact questions this morning at 9:am
    BT: OK sire (?) - the line will go quiet now then.
    (after about 5 minutes)
    BT: Please allow me one more minute
    BT: The test shows no fault in BT network.
    Me: May I ask why I have been waiting for an update then?
    BT: The work has been done.We generally ask the customer to wait for update. Its a very good constant speed - you are getting a speed of over 8MB. There has been no issue for the last 18 days.
    ME: right ok. So - when did this come back on? - because I was told this morning at 9am that there was a known issue in this area which had been resolved but when they ran a test this morning on my line they said there were still some problems and that this would referred to the network support team.
    BT: Let me tell you what this means - whenever the level 1 team runs any test - they try to .. if there is any fault they find it and go ahead and make it very simple to test the network in your property. I have made distinction and everything is working very good in BT network. A good consistent stable broadband.
    ME: So why was I told there was a problem this morning
    BT: That is right -  something is affecting your internet internally. There has been no issue for the last 18 days.
    ME: if it internal to me.. why when I call the main number BT and type my phone number in, does it say there has been a major network issue in my area
    BT: No this is not correct.
    Me: but when I call BT I get a recorded message saying that has been a major outage in my area which has now been corrected but you are saying that there is no issue.
    BT: we must do some troubleshooting - I promise I will help in the quickest way I can.
    ME how will you do your troubleshooting? because I cannot connect my ipad via ethernet. - which is what I know from experience you will ask me to do.
    BT: (incoherent)
    ME: I am sorry but I don't understand what you are saying - would you mind repeating the exact practical steps that you want me to perform?
    BT: ONCE YOU ARRANGE ANY WIRELESS DEVICE LIKE LAPTOP. WE IMPROVE YOUR WIRELESSLY CONNECTIVITY. THEN AT THE SAME MOMENT OF TIME WE CAN CHECK THE WIRELESS CONNECTION.
    ME: PLEASE TELL ME THE ACTUAL PRACTICAL STEPS.
    BT: STEP 1: ARRANGE FROM YOUR FRIENDS OR FAMILY MEMBERS AND THEN I CAN HELP YOU. TO GET YOUR WIRELESS CONNECTIVITY IMPROVED.
    YOU NEED TO ARRANGE ANY LAPTOP SO THAT WE CAN CHECK AND GET YOUR WIRELESS CONNECTIVITY IMPROVED.
    ME: ----> BORROW A LAPTOP?.... descends into a furious rage.....dials off..
    4) I am paying £26.80 per month for slow broadband and £14.45 for line rental - despite the fact that I do not have a landline. I am fairly sure that this was not the deal I signed up to when I first started my BT service and do not understand how you can be charging me such an uncompetitive deal.
    5) I also have BT vision but am charged on a separate bill and cannot speak to a single person about my entire account as Vision is dealt with by a different team. As stated previously I would rather boil my head than have to call through the automated telephone system so rarely ring to speak to two teams.
    I am awaiting a response from BT. - Lets see.
    .... breath out ... and relax...
    Interested in others experiences. Is this unique to me?

    Well, this is a user help forum
    I will move this post to an active help board, so you can get assistance. Meanwhile
    Welcome to this customer to customer forum.
    To enable forum members to help you, please could you look at Helping forum members to help you which asks you to do a few checks first, and has some helpful hints.
    When you have done that, please post the results here, so members can offer advice. Thank you.
    I have changed the subject to make it more noticeable.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Registration Woes and Frustrating Customer Service

    Will be moving into a new house soon, so I went ahead and ordered FIOS service. After getting the order confirmation, I go to register for MyVerizon, where I'm told the following: Would you like to use an Existing Verizon Wireless User ID?If you have an existing Verizon Wireless account, you can use your existing User ID or Mobile Number to manage Residential and Wireless Services online. We may also use contact information from either account to send you important account related notices. Great! Having one login instead of two sounds like a good idea. Try to login using my wireless ID when I'm prompted, and I'm told it's already taken/invalid. Strange. I finally figure out that it's probably because I had FIOS a few years ago with that same login. So I wind up talking to customer service a bunch of different times: Call the registration help number. I'm told it's a customer service issue. Transferred.Talk to customer service, told it has to be escalated to a specialist. Transferred.After transfer, I'm told a manager can deactivate or change the old account so I can then use it again to keep wireless/residential together. Great! I'm put on hold for an hour and figure I was forgotten about, so I hang up and try customer service again.This time, the customer service rep, after loudly yawning into the phone a number of times and acting completely disinterested, tells me it's a registration help issue, and tries to transfer me back to the people I originally talk to in 1 above. She hangs up on me instead.I call back the the registration help line anyway, and am told that I can't use the wireless login ID at all, contradicting what I was told in 3 and what their very website says during registration. I decide to thank her for her time and try again to get someone else.This time I try chat. I'm told, just like in 5, that I can't use the wireless ID. When I point out the "would you like to use an existing Verizon Wireless User ID" bit from above, she then corrects herself by saying I can use the ID, but not the password. What?At this point I gave up completely and just registered using a different username, lacking any confidence whatsoever in finding someone who knows what they're talking about (except for the guy in 3, he knew, but forgot about me).

    Just want to make sure you are on the correct page. You should have started on activate.verizon.net. Do not use the register at the top of verizon page. If you cannot enter the credentials there and get in, skip that section. Getting help will be impossible. FIOS rep cant see or verify your Wireless creds. Once service is installed you will not be able to get onto internet until you complete the terms of service which is on the same page. You may want to create a new user name. You may be able to get back your old Verizon user name, but the name on both accounts must be the same and you need the account number from old service.

  • Frustrating customer service

    Can anyone tell me where I can leave comments in order to get the attention of someone who can help me at Verizon? After being on the phone with a rep who SEEMED helpful last week, I called to complete the resolution of my issue when the rep didn't call me back as promised. After explaining issue all over again, new rep told me credit (promised by 1st rep) was not issued, he didn't know why, couldn't find out why & oh....could NOT get a supervisor (really?? is this standard Verizon policy?). Plus he told me I could NOT make any changes to lower my bill without switching to digital voice (would love to but can't because of alarm system central monitoring hooked up to phone).  And then he offered his opinion as to why I shouldn't have been issued that credit in the first place...really? What a rude guy....the 1st rep was nice but never called back. Meanwhile, I'm paying wayyy more than I can afford each month until they work with me to adjust the bill.  How do you get in touch with someone over there who actually cares??

    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.

  • Very frustrated with poor customer service and lack of integrity

    Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to.  Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

    Hello lauralou1105,
    Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
    I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
    It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
    Please know that I'm grateful that you shared your experience with us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Getting frustrated with customer service

    I bought a Droid Eris when I renewed my contract at the end of last year.  Since then I have had to return my phone because of defects and am now on my third one.  This one is also causing serious problems when I am trying to text and answer calls (freezing, screen moving on its own, trackball not working).  I took it back and said that I am sick of having to replace it with the same model and I wanted a different one because, quite frankly, I don't believe I have gotten what I paid for with all the defects and frustrations I've experienced.  I need the features of the smartphone for one of my jobs, but I was told that I could only get a different model smartphone if I purchased a refurbished one at a "discounted" price, which didn't seem all that discounted to me at all.  I was then offered again, a new Droid Eris with the 90 day warranty.  Well, my luck, day 91 will come and then my phone will begin to malfunction before I can renew my contract in October.  According to both the store rep and the customer service rep at the 800 number, I would just have to deal with it or, they asked "do you have a back up phone?"  So, that's Verizon's quality care for their customers?  "Welcome to Verizon Wireless, we hope you brought a backup."  Verizon has really pushed me so far on this that I don't think I want to renew my contract.  That is the part that gets me.  If my phone DOES screw up and I have to deal with it until October which is the soonest I can renew my contract that is up in February.  Well, if I don't want to renew because of the lack of professional service, I will not have to "deal" till October, but until February or suffer the the expensive contract termination fee.  I would even take a refurbished smartphone, other than the Eris, if they didn't charge me an obscene amount for it.  I am extremely disappointed in Verizion.  My cousin, who was eligible for a new phone once, had a problem with her phone but just wanted it fixed.  Without question, she was upgraded free of charge to a better phone...and she didn't have a warranty, she didn't need to pay anything, she hadn't had to return a product several times that was known to be defective...they just gave it to her.  I don't understand why, when I clearly have grounds to be upset, they refuse to accommodate me with just another model phone.  Is there ANYONE else from Verizon I can contact who would be willing to work with me on this?   Anyone here have a similar problem?  I don't want to sound like a complainer but I've never had such a problem like this before and its completely aggrivating, especially when I have a project for a job that requires constant communication and they refuse to guarantee me a phone that will actually work.

    Oh, I so feel your pain! I have even gone as far as writing to the corporate office a month ago and have not heard anything back.  I am trying to email them again but now it is a bad the emails are being returned. Not thinking' they care about the old customers because of all the new customers coming from AT&T.
    Can someone please post an email address for NE Area corporate! Please!

  • Incredibly frustrated with service - hope Customer Service is monitoring this forum

    Our internet modem needs to be rebooted continually.  We spent hours on the phone with Verizon a couple of months ago, and they said they were sending new filters for our land line.  They never arrived.  I don't think that is the problem anyway, since we have now unplugged the land line altogether. 
    I just tried to call Customer Support because I am trying to work today and the problem is making that very difficult.  I called 6 times and got cut off 6 times (even when I selected the choice to "add new services"!!!)
    I just finally got through and am on hold again.
    In case I am cut off again (or give up in frustration) I would like a direct communication from a Verizon technical support person or supervisor who might be able to help. 
    Respond to this post with contact information.
    Thank you.
    A frustrated customer.

    I don't work for VZ.  But if you are rebooting your Verizon Wifi router because you can't get to the internet despite the WAN light being green, you have probably fallen prey to the IGMP Proxy issue.  On the VZ router, there is an option that is located here on your router for IGMP Proxy.  Disable it:
    http://192.168.1.1/index.cgi?active_page=6059  
    It cured my disconnection issue and needing to reboot my router regularly.

  • HT201303 Dear Customer Service: It is very frustrating for me. My Visa account keeps getting declined at Apple. I used this very same Visa card on Amazon with no problem. I checked my status for  the card and it is still all good. My friends an

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

    Just as a warning, your credit card number has been sent in the clear to probably thousands of people, including anyone who subscribes to e-mail alerts to this forum.  That's very, very bad.  The credit card should be considered compromised at this point, and you should cancel it immediately, if you haven't done so already.

  • Customer Service Frustrations

    Last year I upgraded to an iPhone. What I didn’t realize is that the deadline for upgrading while retaining unlimited data had been a mere few days ago. I had had the option to upgrade for months, but hadn’t taken advantage of it, because of my busy schedule. Of course had I realized the deadline was so soon, I would have found a time. Once I realized that I had lost my unlimited data, I called to say that I had not been fully aware of the deadline, I had only missed it by a few days, so could they please consider allowing me to maintain my unlimited data, especially since my family had been customers for many years?
    It seemed like my request would work, and I assumed that it had. But after a while, when I called in to find out why I hadn’t gotten some sort of confirmation, I was told that my request had been denied within a day or two. I was upset that I hadn’t been notified. The woman I spoke to said she could absolutely put it in again and explain my situation more, and led me to believe there was a good possibility that I would get a positive result this time around. She agreed to call me and let me know the outcome as soon as she could.
    Weeks went by. Nothing. I called in again and explained my situation. I spoke to a man and displayed my discontent at not having heard back about my request yet again. He understood where I was coming from and said he would do something about it. He even offered me an account credit for my inconvenience. Then the line was cut (thanks, Verizon) and I had to call customer service again.
    Of course the new guy had no record of who I had just been talking to a few minutes ago (really?) or of any part of our conversation. He was not offering a credit, but he did suggest putting in another request. I told him that I had tried that more than once before and I consistently failed to hear back. He said that their customer service reps are not required to call customers back and tell them the outcome of their requests. I asked, “Even when they say they will?” He said, “Yes.” (Interesting policy, allowing your reps to break their word.) He said that he, however, would not break his word, and promised, PROMISED, to call me back and let me know the status of my request as SOON as he received it.
    I never got a call back.
    By now, months had gone by since my initial claim. I was frustrated. I called again. Explained again. Went through the whole process. Guess what happened? Nothing.
    I don’t understand why I’ve had to jump through hoops for such a simple request. I think it’s ridiculous that Verizon allows its reps to make empty promises. It’s ridiculous that I can spend 30 minutes waiting on the phone, 20 minutes talking to a rep, and poof, all records of the conversation vanish into thin air. I thought this was a telecommunications company??
    As a paying customer that has spent months going back and forth with customer service without an adequate response, I think I deserve the right to talk to someone who can make the calls here. I have repeatedly asked if there is an email I can write to someone to explain my situation since the reps are evidently doing a terrible job of it, and the answer has been no. So I’ve come here to voice my frustrations and disappointment as I stick out the remainder of my contract with Verizon before I look for other providers with more principles.

    sahm27:
    " Did I have to pay extra because I went over my limit? No. Did it force me to be careful and think twice about how I use my phone so I didn't go over? Yes."  I've been vigilant about my data use since I got the Droid a couple of months ago, and there's nothing inherently wrong in watching your usage.  In fact, it's a good thing to be aware of how much data/bandwidth/resources I am using.
    "Yes the change in the data plan structure means that most people aren't paying any more than they were before. But we're basically paying the same price for less service."  Before the tiers and limited data were implemented, Verizon did research.  The vast majority of customers use less than 2GB a month of data, so in theory you are paying the same for "less", in reality you are paying the same for the same amount you would normally use.  For those that typically use more, then yes, there will be a small cost increase ($10 / GB), and those that use much more will pay much more.
    "... the amount of things that you can do on your phone is exponentially increasing, so while 2GB might seem like a lot to you right now, that may not be the case in a year's time."  True - I find I am using very little of my 2GB data, so I am more willing to download apps, and experiment with things, since I do have a big buffer of data.  Some of those may become "must have" things for my business (the primary function of my phone) or just because.
    If the most major impact it had on you is to make you more aware of your data usage, I don't see that as a bad thing.  And if your "normal" usage is not over 2GB, then in reality, there has been no change  - except that there's a limit there didn't used to be (I don't think the grammar is right on that sentence.... but I'm not going to try and fix it!!).  Is that worth all the back and forth with customer service and "months" of trying to get it back?? I highly doubt it will be added back to your account, especially since it's been over a year since the changeover.

  • Very frustrated with lack of customer service on rebate offer

    Back in August I upgraded my cable service with Comcast and became a new Verizon customer. I was informed of a rebate that paid back $50 on each smartphone purchased. Since I ordered the phones (iPhone 4) directly from the website and did not deal directcly with a salesman I had to call customer care to cash in on the offer. All was good and was told I would get Visa gift cards in 4-6 weeks. When I called last week to let them know nothing had been recieved, and after being on hold for 20 minutes, I was told I had to deal with Comcast. I explained it was through Veizon as it was related to the phones, they chuckled (have the customer rep's name and ID number and  I won't post it) and told me he was not aware of that offer and nothing could be done. I asked to speak to a supervisor, he said he was a supervisor. I asked to speak to his manger, he told me that is agaist policy. I asked to leave my number and the manager call me, he told me they were too busy for that.
    So for the fun of it I Goolge the rebate and guess what, first thing that pops up. When I call Verizon they tell me that offer is no longer available. So even though I met every condition listed on Verizon's own website, they won't honor the rebate because THEY had a glitch in their customer service and the cards were never sent. Been a customer for 2 months and I've already officially been *******
    >Post edited to remove the name calling<
    Message was edited by: Verizon Moderator

        Hello Tset,
    This is definitely not the welcome party I want for you and your family.  I can't apologize more for the less than amazing experience you've had so far.  I dug really deep and I found some information and contacts regarding this rebate.
    I would need your account information in order to see what direction we need to go!  If you would be so kind as to fill this out: http://bit.ly/aUgBIy and send me a Direct Message once you've completed it.
    Keep me posted so we can resolve this together!
    Thanks,
    MelissaM_VZW
    Follow us on Twitter @vzwsupport

  • Extremely Frustrated with Purchase and Lack of Customer Service

    I purchased an LG TV on 10/10 for $679.99 10/10, a week later I saw that Dell had the same television for $479. I called to Best Buy customer service and tried to price match. The man that I spoke with said no problem and that he would forward this request to the appropriate department and that I would see the difference refunded in 7-10 business days. Well 3 weeks went by and I had not received any type of refund. I then had to switch banks due to other unforseen circumstances. I have been trying to get the refund to either my new account or in the form of a gift card. I went to the physical store I purchased the TV at and after about an hour they told me that I just had to call 1800BESTBUY. Well I have been on the phone with them 4 separate times all being told different things. The first lady was actually very helpful, was on the phone for about 45 minutes and then the call dropped after we were finally getting somewhere and I never received a call back. So I called you guys back and after a ridiculous hold time someone just told me that I would have to wait 72 hours for some sort of resolution and I have no idea what the hell is going on now. I am currently talking with someone right now and she just keeps putting me back on hold trying to figure out what the hell is going on. I am just fed up listening to the holiday hold music and need something done about this immediately. Whether it be a refund to my new bank account or a refund in the form of a gift card, I do not care because it will just be spent on Christmas gifts from Best Buy either way. I am just so sick of wasting my time being on hold on 4 separate phone calls, each long with no resolution whatsoever. If it could expedite anything the case number I have received is {removed per forum guidelines}. 
    Robert {removed per forum guidelines}

    Hi rmpagejr3,
    I'm so sorry you've had to spend so much time and effort on your price match request; it is certainly not intended to be such a chore for our customers. I was glad to see that Heidi from our Facebook team reached out to you last week. Please let her know if you require any further assistance.
    Regards,
    Elizabeth|Social Media Supervisor|Best Buy® Corporate
     Private Message

  • Really Frustrated with Lack of Customer Service

    I have landline, DSL Internet and then a separate mobile and data plan with you. I cam home yesterday and it seemed Fios was being installed or serviced next door or two doors down. I can not connect to the Internet via my DSL. My data plan is 75% used up. I tried calling customer service numerous times and was default routed to something automated in Spanish, which I do not speak.It not seem to be saying anything about unavailability due to time, and your web page does not seem to conspicuously sayt anything as to that either. I have a cordless phone. It was using up battery possibly on the way to nowhere even though I stayed on a good while. I tried another option at one point, you had someone with what seemed an Indian or Pakistani accident who was available to SELL me something.He spoke fast. I was asking him to be connected to customer service and he was telling me to call the number but not listening to what I was saying about the language problem. Eventually he LAUGHED at me and apparently hung up. I don't feel Verizon really cares about its customers. You care about SELLING more poor service to us. YOUR home page and a lot else looks like that. I need help. You are acting Too Big To Serve. The problem with my connection seems to be your line to me or, possibly, my modem that came with service many years ago needs to be replaced. But there is no one to communicate with, even though you are supposedly about communication.

    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.

  • Frustrating And Poor Customer Service

    A few weeks ago I made a change in the equipment I rent.  I had one HD set top box, one digital adapter and one Standard set top box.  The standard box was supposed to be free for as long as I kept Verizon TV service but now Verizon seems to want to charge me for it.  The changes I made seemed simple enough.  I returned the digital adapter and in its place I rented another HD box.  When I logged into my account a couple of days later I went to my equipment list and noticed that there was now a charge associated with the SD box.  I called customer service and spent almost a half hour either on hold or trying to explain my problem.  Finally the customer service rep saw what I saw and the final explanation that I got was that when I made my equipment change "the computer flushed out the grandfathered free SD box".  I then asked that they remove the charge, the deal was that this box was free for as long as I kept Verizon service.  The answer I got to that was that she couldn't.  I told her that that was not acceptable and that there had to be someone that could do something about it, by now I was getting a little annoyed about the whole thing.  She said she would connect me to Customer Retention.  OK, this guys job is supposed to be to keep me happy and a customer.  So now I explain the whole thing again but this time all he keeps saying is "I don't see where your being charged for the SD box".  I try to tell him where to look but all he keeps saying is that he dosen't see a charge.  I ask him why can I see it and he dosen't?  And again all he says is don't worry you won't be charged.  I then ask him for his name, phone number or any way to contact him so I don't have to go through this again when I get my bill and he says, "don't worry I'll be watching your bill".  I ask him again and he says that he made a note and will be watching for my bill to assure that I won't be charged.  Well I got my bill this weekend (the bill that never stops going up) and I'm being charged  for the SD box, not only that but also a 5 day partial bill for last month too.  This whole ordeal took me over 45 miniutes and to no avail.  This shouldn't have happend in the first place but I do understand that mistakes can happen.  What I don't understand is that after spending all that time I couldn't get a name, number or case number but was left with nothing to do but go through the same thing again.  I also didn't appreciate the lip service I was getting from the Customer Retention rep.  I could tell by the way he was talking that he had no intention of bothering with this but I decided to give him the benifit of doubt.  Then I stumbled across this forum.  I was hoping someone might have some advise for me in moving this along.

    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.

  • I am so frustrated with the customer service that I have received.

    I have been a loyal AT&T customer for many years. I added a phone to my account for my wife over three years ago. This September, I added two more phones to my account for family members on the AT&T next program. I pay my bill every single month. In June, I checked the account on the MyAT&T app and saw that one of the phones was missing. I called AT&T and was told that the phone was ported out. I was upset about this and the representative that I spoke with said that there was nothing to worry about and that there are no charges to me for this phone number or the phone. With that understanding, I thought that everything was settled. I got my bill and the full retail cost of the phone was charged to my account and automatically withdrawn from my bank account. I called AT&T upon seeing this and was transferred from department to department because nobody could seem to figure out what they were doing. I finally got to a Monique G in the Retention department who told me that I would need to speak with the global fraud department regarding the issue. I called the Fraud department and they told me that it isn't their problem and that I would need to speak with the Port-out department (the second department that I spoke with in this whole circus). I called back as I couldn't wait on hold for the 15+ minutes that it would take for someone to answer my phone call to, undoubtedly, transfer me to someone else just to be told that it isn't their problem either.I called back tonight and was told that I need to speak with the Retention department. The first person that I spoke with was very empathetic and apologetic. She was trying to find ways to resolve the issue and I told them that, as I know that it isn't necessarily their fault either that all of this happened, the number was ported out of MY ACCOUNT without my permission and I just want the number to be ported back into the account and I will continue paying the installment plan though I have no access to the phone. The first person that I spoke with told me that it could be ported back in but that, as my service had been disconnected at this point, I would have to wait for the charge to be reversed before my phone could be turned back on. I asked her if I could speak with a supervisor that might be able to make it happen sooner. She got a supervisor on the phone with me that did not have one empathetic bone in her body. She, from the beginning, made me feel like I was the *** of the earth and said that I only have one option: pay for the phone. I tried to bring up other options for resolution and she kept telling me that my only option was to pay for the phone. Then she told me that I tied up their phones for too long. I explained to her that a majority of the time was me being on hold. Then she hung up on me. I called back and they were closed.I urge any person, if you are thinking about doing ANY business with AT&T, don't do it! They don't stand by their word, actions, promises, or product.

    If It's Been Less Than 60 Days Since The Port Out Happened,
    You Should Be Able To Port That Number Back In.
    However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
    Such As The Acct #, Last 4 Of Social, Passcode, Etc.
    It Might Even Be Possible To Reinstate The Next Agreement.
    You Can Call Customer Service And Request To Talk To The Winback Team.

  • EE is committed to providing excellent "Customer Service"

    I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
    She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
    I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
    Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
    After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
    On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
    On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
    The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
    When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
    I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
    Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
    I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
    I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
    I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
    Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
    The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
    This was easily the worse Customer Service experience I have ever had in my life.
    8th July 2015

    Hi ,
    I am very sorry for all the problems you have stated in the post.
    Can you advise me what the query was? I will try help as best I can.
    Thanks.

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