Another Customer Service Compla

Hi, and thank you for reading this message.
I've experienced bad customer service from Creative and feel it necessary to add to the other warnings posed in this forum. The basic theme is the same: Creative seems to take deliberate steps to make receiving support (especially warranty service) very difficult.
Specific ways I have experienced this apparent discouragement from utilizing support are:
-- Creative uses fees to discourage legitimate telephone support. I am still in my warranty period with my Zen Micro, but I had to pay $5USD to use the telephone to get an RMA for repair. By the way, it was a toll call: the "toll-free" line is not for customer service.
-- Once I had navigated the telephone system and waited a long time for the "next available representati've," he was surly and acti'vely sought to get me to use email support instead. Even after explaining that it was my preference as a customer to use phone support and that I was willing to pay a fee that I disagreed with to do so, he persisted.
-- Creative does not provide postage for shipping a defecti've item in for service. Admittedly, I've only required warranty service from a handful of companies, but this is the first time I've had to pay to have a manufacturer correct its mistakes.
-- Creative is now trying to get me to pay $25USD to have the diagnose the problem with my Zen Micro. Remember, this is after having paid $5USD to have a reluctant technician step through a diagnostic procedure with me over the phone.
If you are considering making a Creative Labs purchase, please consider whether you can tolerate similar headaches with warranty service. My personal advice is to choose another vendor.
--Cliff Bowman

i have been mistreated as well (view exchange of e-mails), does anybody know where in creative i could get help?
"Dear *name removed*,
>
> what you have written is not acceptable.
>
> i don't want you to service my battery cover, nor do i care if a screw
> is missing.
> the "on" button fell off, and that's exactly what i demand that you fix,
> and that does fall under the warrenty. any claims of "warrenty voided"
> because a screw is missing, is your company mistreating her customers.
> i need the on button fixed, and that's it. 89 usd is basically what i
> paid for the unit, and is TOTALLY not accepted, especially due to a "missing
> screw".
>
> please fix the button and send it back ASAP. as i've told you - i'm a
> journalist, and in need of the unit for work reasons, and on a daily
> basis.
>
> if you still think of it as a problem, please refer me to the head of
> the department, and i'll deal with him directly. i request again - i need
> your assistance asap. this whole saga is taking too long, and basically -
> makes "creative" look very bad.
>
> with regards,
>
> Eyal Marcus
> 972-522-444965
>
>
> ----- Original Message -----
> From: "Creative Labs Asia Customer Support"
> <[email][email protected]][email protected][/url]>
> To: "Eyal Marcus" <[email][email protected]][email protected][/url]>
> Sent: Friday, September 22, 2006 9:0 AM
> Subject: Re: Reference to Case ID: 26438 (KMM47864I6636L0KM)
>
>
>> Dear Eyal Marcus,
>>
>> Thank you for sending over the player to Singapore. I would like to
>> inform you that I have received your parcel dated [22nd September
> 2006].
>> The below are the items that received:
>>
>> . Creative Zen 20GB
>>
>> I had had the unit send to our Creative Care for further verification.
>> However our officer is unable to servicing the unit. Based on the
>> infomation [attached photos] from our Creative Care, it seem like your
>> unit had been tampered and it is not cover under the product warranty.
>>
>> . Screw of the Player is missing and you may like to know that any
>> part/item is being remove from the product is consider as warranty
>> voided.
>> 2. The warranty shield is not totally intact with the player.
>> 3. Broken battery cover
>>
>> In order for us to servicing the unit, there will be a cost of USD
>> 89.00.
>>
>> Please let me know if you are open to this resolution. If you have any
>> additional questions, comments or concerns please include them in your
>> response and I will do my best to address them. Thank you.
>>
>> Best Regards,
>> *Name removed*
>> Customer Support Services
>> Creative Labs Asia"
please, help me.
[email][email protected]][email protected][/url]
Message Edited by Dale-CL on 09-23-2006 0:03 AM

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Yet Another Customer Service Complaint

For at least the past ten years, I have been a Verizon Wireless customer, & until recently, I have never had an issue with the company. Their plans have great pricing, the coverage in my area is impeccable, & the representatives in the store have always been more than willing to meet customer satisfaction.
Until recently, that is. Last year, I upgraded my phone to the LG Rival, after my LG EnV was clearly out of date & useless to me. This is where the issues begin. Clearly, like any young adult, I purchased the insurance on the phone since accidents & loss are bound to happen. By the time summer rolled around, my Rival was having extreme software issues, due to no fault of my own. The phone would often freeze, the screen would glitch out, resembling a TV static screen, the phone would underline random words in red, it wouldn’t hold a charge, the phone would shut off or restart itself for no reason or in the middle of a text or phone call, or it would completely shift the screen to the left or right so that only half of the screen was visible.
I took it into the store of course & was informed that the insurance program had switched over to Asurion, & I would have to file a claim with them & wait the specified number of days for a new [aka refurbished] phone to arrive in the mail. Fine, I could deal with that, three days wasn’t too long of a wait to continue to deal with the piece of crap I was holding in my hand.
My refurbished phone arrived, I shipped the old one back to them, & all seemed well. Until two weeks later, when the refurbished phone started showing the same symptoms as the first. First the charge started failing to hold. Next came the shutting off & restarting, followed by the screen shifting. Once again, I returned to the store. Went through the same motions, filed the claim, waited three days, & was once again gifted with a refurbished version of the EnV.
Can you guess what was happening two weeks later? I’m sure you can. I went through this five times. *Five*. By the fifth time, they were completely disregarding what information I was giving them in the store, & had simply started shipping a new battery pack. Through November & December, I was in the store every few days, sometimes multiple times a day, seeing as I was not the primary phone holder or account holder. I was continually given attitude, shifted from person to person, & blown off.
I’m used to this kind of treatment. I’m a twenty-one year old female with a mohawk, facial piercings, & tattoos. In the beginning, never once was I rude, irate, or anything other than courteous, laying out my plight in brief & to-the-point conversations, & simply asking for help. Towards the end, I had started making it clear that I was sick of being [Edited to comply with Terms of Service] around, that I was a long-standing customer who until recently had no issues with their service, & that I expected the situation to be remedied. What kind of service was I paying for anyways?
It finally boiled down to I could either cancel my contract early, having to pay the fees, or I could buy a new phone at my own expense. My mother, who is the account owner, had finally had just as much as I had, & went into the store with me. Just as I had before, she laid out our problems, was calm with a business-like manner, & wouldn’t you just know it, she was treated much more receptively than myself & offered a different array of options. We ended up using the up-grade available on her line to acquire a Kin-Two for myself, since the available free Wi-Fi at hot spots was something that would [hopefully] end some of the hidden fees I had been receiving with my Rival. We extended our contract & once again purchased insurance on the device.
A little over a month ago, on January 19th, we were once again hit with a larger-than-expected bill due to data charges. I will accept this as my fault; a little too much status-updating. She called customer service to have a data plan added to my phone. All should be just fine, correct?
On February 4th, I was at a club with some friends & my phone was misplaced. Whether it was taken, slipped from my pocket, sat down somewhere, the reason is irrelevant. Point is I didn’t have it. We contacted Ansurion to file the claim, & they would not accept it. According to their records, on January 19th, the insurance on my phone was canceled, the same day we had the data plan put on it. We were told to contact Verizon. After doing so, we were informed that they couldn’t name the representative for us who canceled the insurance, because their system does not keep those kind of records. Now began the telephone shifting, from one representative to another as they very nearly refused to let us speak to a supervisor as requested. All we wanted was the insurance reinstated on the phone so that I could get another Kin-Two.
They informed us that they no longer sold the Kin-Twos, nor did they have any refurbished ones in stock. They said that if they re-instated the insurance [which we would have to pay for] they couldn’t guarantee what phone would be sent, but that I would receive a new phone. No, I didn’t want to be sent a phone that would require a data plan simply to work, nor did I want some outdated phone that would just continue to glitch out a few weeks after receiving, as was clearly the issue in the past. They recommended we call our local store to see if they had any Kin-Twos in stock.
Guess what our final options were? After speaking to the representative there, we were told that we could either purchase a new Kin-Two in the store at $430. Excuse me? I only paid $75 for the phone to begin with. Next option. I could wait until May when another of the lines under our names was eligible for an upgrade. Going four months without a phone? Not happening. Or, we could purchase a different phone, once again at our own expense.
I will admit that by this point, the two of us were pretty peeved. We asked what the cost would be to simply cancel the contract & take our business else where. $95 to cancel just my line, $365 to cancel all three lines. Both options were cheaper than buying a new phone, new insurance & extending my contract once again. Now, I know what some of you out there are thinking.
“You were given multiple options to work with, & you chose to disregard each option.”
With the experience & treatment I have received in the past year, & how often I have had to threaten to cancel my contract in order to receive any kind of help what-so-ever, so be it. I would rather pay $95 dollars & take my business elsewhere - say MetroPCS or Cricket where you can get unlimited everything for less than $50 a month. I’m not going to make my family suffer through the cancellation fees & start-up fees elsewhere since they both adore their phones & have no issues with them.
That doesn’t mean that I am not greatly **bleep** off, insulted, & dissatisfied with what I have had to deal with. I don’t know exactly what policy changes have been made within the company from recent mergers & such, but the website’s claim of “Expect the best customer service at every turn from our employees,” is complete & utter rubbish. The customer service we have dealt with in the past few months has been nothing but, & excuse my French, complete **bleep**.
I *will* be cancelling my contract & taking my business elsewhere, & you can bet I will be informing anyone thinking of switching to Verizon of my experience. Friends of mine have been dropping Verizon left & right due to the fact that just because you offer great coverage & plans, doesn’t mean that you can treat the people paying you their money each month like trash. For those who continue to adore Verizon, just wait.

Absolutely Horrible Customer Service - both in the store and the 800 number.
My phone quit working - not my fault. I was suppose to get a replacement overnight and if for some reason it didn't arrive overnight, I was assured that it would be delivered Saturday. Today is Monday, no phone. They put the wrong address on the shipping form and they don't know when I will get it.
They won't send another one because there is a phone out there and they have to get it back first. They know I don't have it. Ridiculous!
Why don't they have replacement phones in the store. Option 1: phone breaks, go to store and get replaced same day. Option 2: phone breaks, wait for phone to arrive in mail and hope it is the next day. One is more convenient for the customer and the other is more convenient for Verizon. Seriously - It's not brain surgery.
The lack of concern among the 3 Verizon employees I spoke with was unbelievable. "This is just the way we do things. There is nothing I can do to help you." The store manager doesn't know how Verizon's replacement service works or how long it takes for them to notify FedEX to correct the delivery mistake and get the phone to me! "I can't control FedEX." No but you're the reason they delivered the phone to the wrong address. Rep had the nerve to tell me he would "correct the address mistake IF I wanted him to." Under what circumstance would I not want him to????? Absolutely, no acceptance of responsibility!!!
Cell phone companies should not be allowed to require two year contracts but should have to provide month to month service. They KNOW they don't have to treat you well or provide service with these long term contracts. They know you have no recourse.

Change on family share plan without permission; customer service no help at all

@VZWSupport
Posting this question here because I am having zero luck with *611 customer service and after 40 minutes on the phone with a rep I am ready to pay the early termination fee and leave Verizon after 15 years of being a customer.
I am part of a family share plan with five lines. Someone else in the family used my phone upgrade last month (with my permission), and this apparently changed my plan (did not give permission to change plan) but I was not notified that the upgrade was used OR the plan was changed.
Ever since it was first available, I have had unlimited data and have always reupped my plan to keep that unlimited data feature.
Can't email customer service and chat is never available, so I get someone on the phone last week who says they'll request the upgrade back to unlimited and get back to me within 3-4 days.
No response, so I call again today. This rep says that request was not processed, and after FORTY minutes, the outcome is:
* Unlimited data is no longer available so even though my plan was changed without my consent, I lost my unlimited data which I have had for years (I knew it was no longer available, which is why I never let my service lapse, so I could KEEP it)
* The 6GB / $30 consolation prize data package is also no longer available
* No additional data can be added to my plan for the rest of the month, unless I completely change my plan, which will also change the plan on the other four lines that are part of the family share -- not doing that without anyone else's consent
* The family member using my upgrade reset my contract so I'm stuck with this for another TWO full years
* They can add a $30 credit to my bill for next month, just in case I do go over my data
This is the WORST customer service ever. I mean, really. Fifteen years of continuous patronage and this is how we are supported as customers?
I had been debating breaking my line off (and my husband's line) and going onto a new family share plan, just the two of us, and purchasing new phones as well, but frankly, I'm ready to pay the early termination fee and stop doing business with Verizon. I've heard from various friends that after several years of being a customer with AT&T or Sprint, they receive the newest phones for free -- just out of the blue -- or some other amazing promotion for no reason other than being a valued customer.
Let's get this resolved via email, Verizon. If I have to talk to another customer service rep on the phone, it's going to absolutely ruin my day.

Thanks. My main issues are:
I was not notified of the change in plan
I was not notified of the upgrade
My approval was never requested for the device upgrade
My approval was not requested for the change in MY plan
What I am having difficulty accepting here is that unlimited data is no longer "available." I'm not trying to ADD or BUY unlimited data. I'm not even trying to BUY the 6GB data consolation prize that apparently isn't available anymore.
My plan was changed without my consent. My upgrade was applied to another line without notifying me. I'm not trying to add a feature I didn't have before. Doesn't customer service have a reset button? A restore point? I had this service two weeks ago; they changed it without my consent or notifying me; I want it BACK. Not a new add. An account restore to a point two weeks ago. I don't see why this is such a difficult concept.
Not only that, my plan was reupped WITHOUT my consent, when the upgrade was applied to the other line on the account. Now I'm stuck with this contract for two more years, and I did NOT agree to another two years.
They were more than happy to try and sell me two new phones and split our two lines off the family share plan, though. MORE than happy.
Going to have to look into the cost of early termination and really thinking of just paying full price for a phone and going with something like Smart Talk or Virgin Mobile, unless the reps at the store do double backbends to help me out and hook me up after fifteen years of patronage.
I calculated the amount I've spent just on my line, not including my husband's 15-16 years of being a customer, and it's upward of $10,000.
Ten THOUSAND dollars and this is how they treat their customers... smh.
Thanks for the reply, @elector. Appreciate it.

Apple needs to work on their customer service and software!

After upgrading to ios 6.1.3 My wifi is grayed out and my Bluetooth is constantly searching so my battery life goes from 100% to dead in just a few hours when its on standby, and on top of that my 3g shows that its available but it wont connect to anything, every call I make or receive will drop (that is if I even connect to the call) text and voicemail randomly just show up from hours before but I cant listen to them.. When I call apple they just say that its my wifi antenna just to send them 200$ and they will take care of the problem.. Another person said that its just a bug software but wont tell me when the new update will be released to fix it.. ANOTHER customer service rep said that I just need to restore the last back up but that doesn't restore the last firmware so that obviously wont solve the problem, so in the case he says send them 125$ and they will take care of it.. I try to explain that everything was completely fine until the update but they all say the same thing, nothing is wrong with the software just send them money and they will fix everything. I have had iphone since the first iphone came out and pay way too much to use an iphone in the first place, so if I cant get them to help in any way I can guarantee this will be my last apple purchase. Specially since someone locked my last phone and since I didn't have the laptop it was synced with before they said there's nothing they can do about it, I lost pictures and videos of BOTH of my children's births, and my wedding.. For having as much money as apple does I expected a lot more from them, AT LEAST in the customer service aspect. IF ANYONE ELSE IS HAVING THIS PROBLEM AND KNOWS HOW TO FIX IT PLEASE LET ME KNOW SINCE APPLE CANT!

Leave out the ranting and simply state what issue you are having.
Your wall of text is hard to read.

Bt you need to get your customer service and billi...

HI all just to let you know I have been with bt ( all 3 packages vision, broadband option 3 and telephone + the £5 each month free calls )
Until they tried to put all of the bills together all was fine I got all bills and went online to pay instant with card and or part direct debit for 2 of the 3 accounts. ) all no problems.
UNTIL!!!!!!
the change over back in July 2010.
After a 1.5 hours repetitive conversation with customer service ( and yes they where english speaking ) we are astill no where.
they now say that my bt broadband has a different account and has been sent to my landlord ( as he had to call them 3 yrs ago to get a line put in to my rent place)
any way the only problem is my broadband bill. I have not received any bill paper or email from July 2010 at ALL!!
I still get the bills for vision and telephone all in my name and gets paid direct debit I have no problems with those 2 its the broadband bill
Only to find last night my landlord came round irate that bt had cut him off because my broadband bill was not paid and he said its not his its mine ( this was lets say a slight confrontation with me and landlord) BT muck up again !!!!
Next I call today to speak to Customer service only for them to keep repeating that there is nothing they can do its in the landlords name.
I say I'm not bothered I just want to know why I was getting all bills and paying for them ON TIME until July 2010.
They then say they need to change the account holder to my name and I say but your sending me online email bill and paper billing for my vision and telephone why have you stopped the broad band.
Any way sorry for long story but I am seriously thinking of enough is enough now what with the first 18 months broad band connection problems ( exchange end had to re port 3 times their end) and 4 engineers. to get it sorted to now when BT change all account into one for this to happen.
LISTEN BT ITs now become a personal confrontational matter ( my landlord coming round)
ITS your problem your end GET it sorted.
If my only advice to anyone with BT
1GET account in your name same address if possible.
2. make sure BT know your mobile, and email addresses. double check each year when you renew contracts
3. WRITE EVERYTHING DOWN , name, time date who spoke to.
HERE COMES BIG COMPLAINTS LOOK OUT BT
also sent email to adam lee yesterday about this whole thing. Adam lee was who my landlord spoke to about the whole thing and so I think he deducted the wrong billing of my broadband to his account.
his email is ******* for any one else.
UPDATE:
when I check my online statements it shows all 3 accounts yet BT customer service say my broadband account has been disconnected?? DUHHHH im using it now !!
and funny thing is how can you pay a bill if the broadband says your bill is uptodate your next bill is due 16th October 2010 ( YES 2010 ..LOL)

Hi Hamish72
Thanks for comments
I totally agree as I run my own facebook custom fanpage design and webhosting so I know how customers what to be treated Key 1 I learnt is always listen and repeat back their question. and 2 solve the problem. 3 revert back to no: 1
UPDATE: just spoke to another customer service person called KAREN. Now this is not a name and shame in fact I have include her name as she sorted this all out in 30 mins totally understood and has 75% solved problem while on the phone. The other 25% is down to waiting to activation of a move over of the error of bt putting my broadband account under my landlords account ( different address ). Why the other CS couldn't do this I don't know.
any way will let you all know how it goes.

File a complaint, poor customer service

I have been a loyal customer with Verizon since before 2005. I have two wireless plans with seven phones, home phone, dsl, two business line and Verizon will not take care of my service correctly. I am very disappointed.
In July 2011, I purchased two new phones(Droid 3) at a Verizon Store and was given incorrect information about several issues related to the new phones and the current phones (Droid X) being transfered to other phone lines. The specific problem I have a complaint about is at the time of purchase, I requested the new phones (Droid 3) as well as the phones (Droid X) transfered to other lines to have insurance on all four phones.
Currently one of my Droid X phones can not be used related to on/off button not functioning. I have been informed they did not set up the insurance as requested. The phone is still under manufacture warranty but I may have to pay $299.00 to replace this phone. I tried to explain I requested insurance. I was informed there is nothing they can do. I asked to speak to a manager. Kat or Cat came on the phone line.
The situation was explained again. The manager Kat told me I was being dishonest and asking for insurance fraud. I was insaulted. I am a very honest person and she has no right to speak to me this was. I need to make this clear. Everyone else I spoke to was just doing their job, no one else was rude. During this phone call, I spoke to three people.
I tried calling back to file a complaint. I spoke to another customer service rep. She said, She understood and took my complaint. She was going to try to resolve the problem, put me on hold, then returned to the phone right away and said she was not able to do anything.
My problem still exists. Phone is not working and I am paying for service I am not happy with. I don't understand how they expect me to pay for a Verizon employee making a mistake. I would rather pay the penalties to cancel contracts and switch providers. Very unhappy. Unfortunately, my new Droid 3 is having problems too.

mmissymouse wrote:
I purchased 2 new Droid 3, transfered the 2 older Droid X to other lines. Yes, I did have insurance on the Droid X phones originally. From the day I purchased the phones. They forgot to put it back on when they transfered them and it was added to the new phones. Or at least I hope so. I need to check that also. I do not know how Verizon handles their insurance and am unsure of whether or not insurance will transfer along with a phone to a new line. So whether or not they forgot to add it back on or don't allow it to transfer, I do not know. Sorry, I missed that you had purchased (2)new phones.
As far as noticing, my bill is very long and I missed it. Did you notice how many items are in my bills and how many product I purchase?Since this is a customer to customer forum and I cannot see your bill, NO, I did not notice how many items are in your bills and how many products you purchase. As to MY bill, I check it to make sure I am getting billed for what I am supposed to get billed for and not getting billed for something I do not want.
I went online and looked at the receipts/documents sent to me on this phone and they did not even send me a letter. So as far as there records show, i did not even changed anything. I was sent one for the other phone I transfered.
Any other questions...........

Home Security horrible customer service

Three exculated trouble tickets on the phone with a suppose supervisor he hangs up on me. Now I have to go through another customer service rep that will want me to let them help before I can get to the supervisor I was just hung up from

sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
LasinaH_VZW
Follow us on Twitter @VZWSupport

Lackluster Customer Service

So, how many weeks does it take to get Verizon to fix a billing issue with an Edge agreement? I returned a phone 3 days after it was purchased in December 2014 (at Best Buy) and now Verizon wants to charge me for the phone that we kept instead of using the new phone? Well, they still haven't fixed it... 5 weeks after they decided to bill me for it. How many Verizon employees does it take to fix this issue? Well people that number is in the 20's now. How many customer service agents have no clue what they are talking about? How many different reasons can Verizon give for not fixing the issue yet (that answer is about 5 different reasons so far and those reasons change every time you talk to another customer service agent)?
Just curious, anyone else have to deal with the hellacious experience of Verizon and their fraudulent billing practices? Also, just curious, has anyone else had issues with phone returns and Edge agreements done at places such as Best Buy. I have done 3 Edge upgrades at Best Buy and there have been issues with EVERY single one. Is this a Verizon business practice to discourage people from doing business elsewhere?

maliff, this experience would definitely have me just as concerned. We'd like to help review what's going on with your Edge Return. When you have a moment, please accept our Follow request, and Follow us back. This can be done by hovering your mouse over my avatar, and selecting the Follow Option from the pop up menu. Once done, please send us a Direct Message to assist further. Thank you. NicandroN_VZW Follow us on twitter @VZWSupport

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

Customer Service - A Lost Art for Managers?

I just got off the phone with another customer service rep. I feel sorry for them. They are the foot soldiers who are charged with appeasing the customers' complains and they are supposed to represent the company's interest as well. I have yet to talk to a customer service rep who was rude or unprofessional. They have always been courteous, polite, and empathize with you to a point that as a customer, I have to be conscientious and not get personal.
The managers however, they seem to have lost the very meaning of Customer Service. Once they got promoted, the seem to forget the very trait that got them to the level where they are now.
And why should they? They are no longer in the front lines. They no longer have to put up with the incensed, irate, often-times belligerent customers on the other line. They don't need to put in the extra effort to appease the customer. No more sense of urgency - or common sense for that matter.
I called Customer Service yesterday to complain about the exorbitant bill I received as a text message from Verizon.
First a little background:
I have been a longtime customer (more than a decade) of Verizon taking advantage of my company's preferred customer status. This means that my company promotes Verizon wireless as the provider of choice for our cell phones in exchange for a 19% Employee discount on my Monthly Access Plan. I started with their 450 minute Nationwide Individual Plan with no frills. I just wanted a basic phone and that's it. No Texting and no Data plans were available then.
About a week before Christmas 2011, I went into a brick-and-mortar VerizonWireless store because I was due for a new phone-every-2-years and wanted to also get my oldest daughter a cell phone for Christmas as her mom and I feel that she is ready for one. This would be her Christmas gift.
I transferred my Individual Plan to a Family plan to save money. I know my daughter will be texting more so I wanted the unlimited texting plan that the Family Plan provided.
I was told by the clerk that I can order the phones online and will be consolidated on the family plan once the lines are activated.
I was surprised that that didn't happen. My bill came to $400+ because my daughters phone was in a plan all by herself! This is contrary to what they said!
This is why I think managers lost sight of their customers.
I have complained on this matter since yesterday and is now going on day-2.
Still unresolved. Still a frustrated customer.
They should have taken care of this the first time. Stop the buck at the first sign of escalation. Take responsibility as if you own the company. You wouldn't want to loose a customer to a competitor because you failed to take responsibility when you had the chance. Treat the customers right.
Thanks,
G

I agree pastorcharlie, I just got off the phone with them just now and the customer service guy kept insisting that I (the customer) made the mistake, eventhough I was following their instructions to set up my daughter's phone. It seems like their motto is not "The customer is always right", it's more like "The customer is most likely wrong and it's your job in customer service to prove him/her wrong".
The arrogance of this company is just unbelievable!
The longer this problem stays unresolved the more irritated I become and I know that I will do whatever I can to get out of this contract as soon as I can. I will scout around for other providers and see if perhaps they might be interested in helping me break my contract with verizon in exchange for my loyalty. Heck, if the other provider will even pay for the early termination fee and make a Super Bowl commercial to show how verizon treated this customer, it would be worth it. What competitor would not want to expose verizon's arrogance!
Of course, writing blogs like this might even go viral on the Internet.

ESRI SAP For customer service

Has anyone had experience integrating SAP with ESRI for customer service work within a utility? I am seeking lessons learned from an implementation such as this.
[GIS example|<a href="http://www.freeimagehosting.net/">[img]http://www.freeimagehosting.net/uploads/264f444180.jpg[/img]</a>]

EP2005 wrote:
Where do I even start! I called about 4 times had issues with my dial tone on my phone. Had the same customer service rep attend my call did not help at all but dislike her attitude and her way of customer service very rude and unprofessional. I had the same issue happen to me before and did not have this entire drama go on like this, but my issue was taken care off right there and then. Her name was alissa or elissa one of those I was very upset then she hanged up on me. I called back this time i had a man for a representative and he then transfers the call to the same rep female and she raised her voice at me. I was hanged up once more i called again asked to speak to the supervisor another customer service female rep did the same thing and said she'll help me and was testing my phone line and while I was using my cell to call her she hanged up again. I've never been so disappointed with comcast after all the years I've been using their service.. now I would have to decide if i still want to keep using their cable services.To report this and get your services repaired try this: Send an email to: [email protected]
Include all of your information, full name, service address, phone numbers where you can be reached easily, as well as the phone number associated with your account, your account number, and details about all the issues you have been having. Also include a link to this post.

For Customer service complaint not a happy customer

Where do I even start! I called about 4 times had issues with my dial tone on my phone. Had the same customer service rep attend my call did not help at all but dislike her attitude and her way of customer service very rude and unprofessional. I had the same issue happen to me before and did not have this entire drama go on like this, but my issue was taken care off right there and then. Her name was alissa or elissa one of those I was very upset then she hanged up on me. I called back this time i had a man for a representative and he then transfers the call to the same rep female and she raised her voice at me. I was hanged up once more i called again asked to speak to the supervisor another customer service female rep did the same thing and said she'll help me and was testing my phone line and while I was using my cell to call her she hanged up again. I've never been so disappointed with comcast after all the years I've been using their service.. now I would have to decide if i still want to keep using their cable services.

EP2005 wrote:
Where do I even start! I called about 4 times had issues with my dial tone on my phone. Had the same customer service rep attend my call did not help at all but dislike her attitude and her way of customer service very rude and unprofessional. I had the same issue happen to me before and did not have this entire drama go on like this, but my issue was taken care off right there and then. Her name was alissa or elissa one of those I was very upset then she hanged up on me. I called back this time i had a man for a representative and he then transfers the call to the same rep female and she raised her voice at me. I was hanged up once more i called again asked to speak to the supervisor another customer service female rep did the same thing and said she'll help me and was testing my phone line and while I was using my cell to call her she hanged up again. I've never been so disappointed with comcast after all the years I've been using their service.. now I would have to decide if i still want to keep using their cable services.To report this and get your services repaired try this: Send an email to: [email protected]
Include all of your information, full name, service address, phone numbers where you can be reached easily, as well as the phone number associated with your account, your account number, and details about all the issues you have been having. Also include a link to this post.

Given False Information by a Door-to-Door Salesman, and Customer Service Can't Help

Two months ago, one of the Verizon door-to-door salesmen convinced me to switch over to Verizon from my former carrier. The price was within a few pennies, and altough I was happy with the service I had, I was willing to give it a try because he said the speed would be faster. I told him I would do it as long as there was a 30 day time period to cancel with no charges on my account if I was dissatisfied. He said that Verizon had a "no worries guarantee" policy. I asked three times if that meant that I could cancel within 30 days without being charged. He answered, "yes."
I wasn't satisified with the upgrade, and found less expensive service with another carrier, so I cancelled within the 30 days. However, the first customer service representative I spoke with evidently didn't cancel it because I haven't yet received a return kit yet and I'm still being charged for "current activity" on my most recent bill. She told me to wait for the return kit and closing bill to call back to get the charges reversed. I have received neither, so I called back today out of concern. I spoke with another customer service representative and her supervisor today. Both nice, but they told me my service ongoing but had been suspended for non-payment, and that the "no worries guarantee policy" would refund only the early cancellation fee, and that there was a minimum 1 month charge, so no pro-rating either. Surprise! That's four really nice people at Verizon who have either told me false information or informed me of yet another surprise charge that I was initially told I wouldn't owe. I've heard the words "we've never done a free trial" plenty of times, and I understand that. It would be nice if all the representatives were in agreement about that however, especially for a family on a single fixed income. I asked for the manager's supervisor; she said she was going to write and email up the chain regarding the false information I was given, but that I would owe the money no matter the outcome. She said I would need to go to the Verizon website to pursue a supervisor higher than herself. Not helpful, since the Verizon website sends you back to the customer service line I called to get her.
This is the second time that I've tried switching to Verizon; the first time it took them a month and three phone calls from me to realize service wasn't available at my address; now this. Is there anyone at Verizon willing to treat me fairly according to what is told me by your representatives? Are you hoping to have a chance at winning me back as a customer in a year, or are you satisfied to simply try and collect the $126.33 that you are charging me via a false pretense? I'm looking for a reason to give you another chance. I'm hoping there is someone out there with a suggestion where to take this next.

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. Please keep all correspondence regarding your issue in the private support portal.

Customer Service on CS5 Master Suites

I spent 6hrs on the phone with Tech Support & Customer Service.
I purchased the CS5 Creative Suite Master Collection upgrade. I purchased it from a Adobe Authorized large company that carries PC and Mac sofware. The issue I have a 32 bit IMAC and the Adobe Premier and After Effects would not install on the system. Everything else updated fine to the CS5. Tech support had me do everything from setting up a new user reinstalling running the disk utility and on numerous phone calls to his senior tech rep.
Finally he said download the CS5 trial on these two programs and then just type in my serial number and the program will install fine. That didn't work and back to tech support more time wasted. The tech support said to call Customer Service and they will send the CS4 Adobe Premier and After Effects because it should of been shipped inside the box. Then Customer Service said it should of been shipped in the box another Customer Service rep no its not included, Tech Support yes it is included and said talk with Customer Service and they will give you a link to download the software. The last Customer Service Rep said it should of been shipped but since I did not purchase the software directly from the Abobe store website that they could not help me and they can not locate my serial number and can not help me. The Customer Service Rep also quoted that resellers like MACMA** and the other companies are not reliable sellers of abobe products.
I guess since you buy a product not from the adobe store and save yourself a few dollars that Adobe can't help.
Maybe Adobe should send out info so Tech Support, Customer Service all has the same info. You spend around 1,300 and this is the Customer Service Adobe gives you. Great work Adobe you really know how to treat customers!
Here is the email I got back from Adobe this morning
Thank you for contacting Adobe Customer Service
We have received your concern for the Serial numbers of After Effects
and Premiere Pro for the 32 bit installation as well as the discs that
is not included in your package. We understand that you purchased this
from a reselelr thus it is best to ask for the replacements from them
because the discs as well as the serial numbers should come with your
package and should not be missing.
Kindly contact the reseller for the replacement of your package. Hope we
are able to address your concern.
Thank you,
Karl
Adobe Customer Service

Yes I understand the Adobe Premier and After effects in CS5 run on 64 bit only - but the 4 adobe Techs and 3 out of the 6 customer service reps said that a CD for CS4 for Adobe Premier and After effects comes with the CS5 suite. They said that their are so many adobe customers with 32 bit so that is why it should of been included in the CS5 master suite. Some of them are telling me that that their should of been a separate DVD

Extremely Disappointed with Customer Service

Saturday, August 1st, my daughter called Verizon customer service to increase my internet speed. The representative helped and said the upgrade would take effect Thursday, August 6. We receive a call on the 6th and were told that we now have the increased internet speed. The internet stopped working once the upgrade took effect. It is Sunday, August 9th and we still do not have internet.
When we call, we’re informed that the call is recorded and I hope that is true. If so, I’d like a customer service manager or specialist to please review the calls that we made from our home number, {edited for privacy}, on Thursday, August 6th, Friday, August 7th, Saturday, August 8th and Sunday August 9th. I believe anyone that listens to our calls and the responses we received from the initial service representative would understand my great frustration.
August 6th, my wife called to notify Verizon that the internet is not working and to get it fixed. She went through the initial trouble shooting attempts with the customer service representative. After, the representative said that a ticket would be created and the issue would be fixed in 24 hours.
August 7th, I called and spoke to another customer service representative. This representative said that the first representative was mistaken, it takes 48 hours. The representative said there is a ticket with the central office.
August 8th, I called to follow up because it has been 48 hours and I was assured we would receive a call from a network specialist. During the call, I was put on hold and disconnected. In the beginning, I was asked for a call-back number. Why did I not receive a call back? I was again told that the first line customer service could not give me any other information than there is a ticket with the central office.
August 9th, my daughter called to get information about why we still do not have internet. We were told 48 hours and at this point, it has been well over that time period. We have not received a call back from a specialist, as promised as well. She spoke to Edward at around 9am, Pacific Time. He informed her that the central office only received the ticket today and said that we would definitely be receiving a call “soon” since it has been more than 48 hours. She asked if she could speak to the central office herself or a network specialist since he could not give her any answers. He informed her that he could not. She asked if she could speak to his supervisor because she was unhappy with not receiving any answers after 4 attempts to resolve our issue. He said that the supervisor would tell her the same thing. She said she understood that he tried everything he could but she wanted to express her frustration and displeasure with not receiving any answers. She had to ask 3 times for the supervisor. He, then, put her on hold and a moment later, the call was disconnected. Again, at the beginning of this call, he asked for a call back number. Why didn’t she receive a call back after the call was disconnected?
When my daughter initially called to increase the speed on August 6th, the first representative she spoke to had put her on hold and she was disconnected. 3 out of 7 times we tried calling Verizon, we were disconnected and not once received a call back.
1. Each representative gave us answers that were inaccurate and conflicting. We did not receive helpful or satisfactory answers.
2. Repeatedly, we were told that we would receive a call back from a network specialist within a time period, and have not.
3. On multiple calls, we were disconnected at very suspect moments during the calls, and did not receive a call back.
4. After 4 days, we still do not have internet or any inclination when my issue will be resolved.
We have no assurance that our issue is being worked. The first-line customer service representatives should receive better training to handle issues such as ours. Hearing conflicting answers from different representatives, receiving broken promises, and being hung-up on is unacceptable from any service providing business. My frustrations are enough for me to search for another service provider.

Hi busohio,
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. The title of your post is the link. 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.

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