Awful customer service experience over the phone this weekend

@emaiya
I’m sorry for your troubles. I have sent you a private message to assist you further.

I moved last weekend, and after I hooked up my wireless gateway, it showed I wasn't online. So, I called Customer service. After about 30 minutes on the phone with a guy, he said he would have to setup an appointment. That process took at least 10 minutes of him putting me on hold while he looked up the appointment. He said the next available one was this morning (Thursday) from 8-10, so I took it. I sat at my house this morning waiting on a technician who never showed. When I called customer service there was no record of my call this past weekend, or the appointment I made. I have very limited vacation time, and I do not want to spend it waiting on service that doesn't exist. So, I have to wait another 5 days to get service. Of course, you have already billed me for service that should have started on the 12th, but won't actually start until the 22nd! Of course, that is if someone actually shows up. I will believe it when I see it.

Similar Messages

  • Worse Customer Service Experience

    My name is Adrian and I've been having some issues since the holidays. One of my issues was not getting a code for a Gamers Unlocked coupon for $30. I was told to call customer service and ask for digital downloads but of course I get the run around on the phone. Transfered to this department, then to another then back to the start. I emailed customer service again about the issue and I was instructed they will look into it more. During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors editions. I was furious since I was trying to get into the program since November.
    I informed customer service of how angry I was about this. Around that time I was able to find out there was a sale on the unlocked and went ahead and purchased it. Customer service replied with the following.
    On Fri, Mar 14, 2014 at 11:25 AM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank you for replying to our previous e-mail.
    I apologize for any inconvenience this may have caused you. I have research your points history and found that on 11/22/2013 in our record appears that you received the $25.00 for the three titles and also the $20.00 for the next two gamers.
    In order to received the benefits for the free upgrades collectors editions. Please go to the store and provide them with the Purchase: 556 60 3030 03/11/2014 were you renewal the Gamers Club Unlocked member and you will like help to upgrade your collectors edition.
    If you have any issue at the store please to contact us and we will be more than happy to provide them with the necessary information.
    Your Gamers Club Unlocked will expire on 03/10/2016.
    Thank you for being such a loyal customer and I hope you have a great day.
    Regards,
    Linda
    My Best Buy Account Specialist.
    Case ID: {removed per forum guidelines}
    Due to the off english I wanted to make sure I had everything correctly from Linda before I went into the store. I was told I would get a free upgrade to Titanfall Collectors Edition but I wanted it to be clear. 
    Original Message Follows: ------------------------
    I already purchased the Titanfall game and opened it. Do I need to take the game back to the store they'll give me the collectors edition? I appreciate your quick response.
    She Reponded with 
    On Fri, Mar 14, 2014 at 12:19 PM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank you for contacting me.
    Yes Please go to the store informed them that you are a Gamers Club Unlocked Member and you will like to upgrade your collectors edition for the Titanfall.
    Thank you again for being a My Best Buy member.
    Sincerely,
    Linda
    My Best Buy Account Specialist
    It still wasn't clear enough for me so I went ahead and detailed the steps I needed to take and had her confirm. 
    Original Message Follows: ------------------------
    OK to confirm, go to the Best Buy store with the titanfall game, let them know I'm a Gamers Club Unlocked Member and I'm supposed to get a complimentary upgrade to the collectors edition of Titanfall.
    She Responded
    On Fri, Mar 14, 2014 at 3:17 PM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank You for your reply.
    Yes,
    Thank you again for being a My Best Buy member.
    Regards,
    Linda
    My Best Buy Account Specialist.
    And with that I printed out the entire email thread and arrived to the Best Buy store 556 at 6:55. I went to the customer service desk and I explained the situation to the rep and showed him the emails and case id#. Everything was going smoothly, typical questions and answers. He went and got the last Collectors Edition and brought it to the desk. http://instagram.com/p/liucFQBGe1/
    Now I'm 30 minutes in and waiting for the rep to come back to me. He eventually comes back out and says that they can't honor the free upgrade I was promised. I asked if he looked at the case notes, its states clearly what to do. He stated he couldn't look at the notes but he spoke to "the bridge" and they can. They said the notes stated that I needed to come to the store for assistance at the managers approval.
    Of course I wasn't going to accept that as an answer especially since I have the emails in my hand to back it up. Now they started to stall me. It was now 45 minutes until closing time, so the manager and the customer rep went to the back to speak to "the bridge" again and told me to have a seat. I refused to take a seat because I would be out of there line sight and I was able to see them laughing and joking in the back instead of calling. Milking the clock knowing I had to leave the store at 9. 
    The rep comes back out and says they don't have enough information to procced but if I want to buy it I can. I can hear the laughter in his tone. This was a big joke to him. So i asked to speak to the manager, the manager comes out and tells me she can't do anything. So I called customer service and asked them to pull up the case number. After going through the notes the customer service rep on the phone asks me if I'm having issues in store getting my free collectors edition upgrade. I told her yes and if she can speak to the manager to help me get this issue resolved. I've been in the store for 2 hours and 45 minutes. 
    I ask for the manager and I hand her my cell phone and she tells the rep that she needs a coupon code generated for her to do the purchase. She never told me this so this is the first time I'm hearing about it. I didn't get a coupon because I wasn't in the unlocked club at the time they were sending out the codes. Now she rushed the rep off the phone because they are in the process of closing and there isn't anything else she can do. The manager returns the phone back to me and the rep says shes going to look into the coupon code. I wasn't going to leave the store until this was resolved. I was worried if I came back the next day the collectors edition was going to disapear. 
    They start to turn off the lights as I'm on hold and an associate told me I needed to leave if I wasn't purchasing anything. I was in the store for 3 hours and 5 minutes with no resolution. No apologies. I left the store and the rep on the phone told me they can send me a gift card for the amount of the collectors edition and I would just have to come out of pocket for it now. Unfortunately it would take 5 - 7 business days. I initially wanted to refuse the offer. I shouldn't have to spend any money at all for a FREE / COMPLIMENTARY upgrade. On top of that, the money I get back would be locked into spending at Best Buy who I'm not in the best of terms with. I didn't want to continue the war so I accepted. 
    The next morning I head back to Best Buy to go ahead and purchase the collectors edition to be reinbursed, and the rep has no idea about anything that happened the night prior and tells me they don't have any collectors editions in stock and I should have pre ordered it. 3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies. I'm canceling the gift card and looking into contacting the Better Business Bureau because this inconsistence customer service is very shady and borderline criminal.
    My Best Buy Elite Plus

    During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors
    DJKrome wrote:
    My name is Adrian and I've been having some issues since the holidays. One of my issues was not getting a code for a Gamers Unlocked coupon for $30. I was told to call customer service and ask for digital downloads but of course I get the run around on the phone. Transfered to this department, then to another then back to the start. I emailed customer service again about the issue and I was instructed they will look into it more. During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors editions. I was furious since I was trying to get into the program since November.
    I informed customer service of how angry I was about this. Around that time I was able to find out there was a sale on the unlocked and went ahead and purchased it. Customer service replied with the following.
    On Fri, Mar 14, 2014 at 11:25 AM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank you for replying to our previous e-mail.
    I apologize for any inconvenience this may have caused you. I have research your points history and found that on 11/22/2013 in our record appears that you received the $25.00 for the three titles and also the $20.00 for the next two gamers.
    In order to received the benefits for the free upgrades collectors editions. Please go to the store and provide them with the Purchase: 556 60 3030 03/11/2014 were you renewal the Gamers Club Unlocked member and you will like help to upgrade your collectors edition.
    If you have any issue at the store please to contact us and we will be more than happy to provide them with the necessary information.
    Your Gamers Club Unlocked will expire on 03/10/2016.
    Thank you for being such a loyal customer and I hope you have a great day.
    Regards,
    Linda
    My Best Buy Account Specialist.
    Case ID: {removed per forum guidelines}
    Due to the off english I wanted to make sure I had everything correctly from Linda before I went into the store. I was told I would get a free upgrade to Titanfall Collectors Edition but I wanted it to be clear. 
    Original Message Follows: ------------------------
    I already purchased the Titanfall game and opened it. Do I need to take the game back to the store they'll give me the collectors edition? I appreciate your quick response.
    She Reponded with 
    On Fri, Mar 14, 2014 at 12:19 PM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank you for contacting me.
    Yes Please go to the store informed them that you are a Gamers Club Unlocked Member and you will like to upgrade your collectors edition for the Titanfall.
    Thank you again for being a My Best Buy member.
    Sincerely,
    Linda
    My Best Buy Account Specialist
    It still wasn't clear enough for me so I went ahead and detailed the steps I needed to take and had her confirm. 
    Original Message Follows: ------------------------
    OK to confirm, go to the Best Buy store with the titanfall game, let them know I'm a Gamers Club Unlocked Member and I'm supposed to get a complimentary upgrade to the collectors edition of Titanfall.
    She Responded
    On Fri, Mar 14, 2014 at 3:17 PM, [email protected] <[email protected]> wrote:
    Hi Adrian,
    Thank You for your reply.
    Yes,
    Thank you again for being a My Best Buy member.
    Regards,
    Linda
    My Best Buy Account Specialist.
    And with that I printed out the entire email thread and arrived to the Best Buy store 556 at 6:55. I went to the customer service desk and I explained the situation to the rep and showed him the emails and case id#. Everything was going smoothly, typical questions and answers. He went and got the last Collectors Edition and brought it to the desk. http://instagram.com/p/liucFQBGe1/
    Now I'm 30 minutes in and waiting for the rep to come back to me. He eventually comes back out and says that they can't honor the free upgrade I was promised. I asked if he looked at the case notes, its states clearly what to do. He stated he couldn't look at the notes but he spoke to "the bridge" and they can. They said the notes stated that I needed to come to the store for assistance at the managers approval.
    Of course I wasn't going to accept that as an answer especially since I have the emails in my hand to back it up. Now they started to stall me. It was now 45 minutes until closing time, so the manager and the customer rep went to the back to speak to "the bridge" again and told me to have a seat. I refused to take a seat because I would be out of there line sight and I was able to see them laughing and joking in the back instead of calling. Milking the clock knowing I had to leave the store at 9. 
    The rep comes back out and says they don't have enough information to procced but if I want to buy it I can. I can hear the laughter in his tone. This was a big joke to him. So i asked to speak to the manager, the manager comes out and tells me she can't do anything. So I called customer service and asked them to pull up the case number. After going through the notes the customer service rep on the phone asks me if I'm having issues in store getting my free collectors edition upgrade. I told her yes and if she can speak to the manager to help me get this issue resolved. I've been in the store for 2 hours and 45 minutes. 
    I ask for the manager and I hand her my cell phone and she tells the rep that she needs a coupon code generated for her to do the purchase. She never told me this so this is the first time I'm hearing about it. I didn't get a coupon because I wasn't in the unlocked club at the time they were sending out the codes. Now she rushed the rep off the phone because they are in the process of closing and there isn't anything else she can do. The manager returns the phone back to me and the rep says shes going to look into the coupon code. I wasn't going to leave the store until this was resolved. I was worried if I came back the next day the collectors edition was going to disapear. 
    They start to turn off the lights as I'm on hold and an associate told me I needed to leave if I wasn't purchasing anything. I was in the store for 3 hours and 5 minutes with no resolution. No apologies. I left the store and the rep on the phone told me they can send me a gift card for the amount of the collectors edition and I would just have to come out of pocket for it now. Unfortunately it would take 5 - 7 business days. I initially wanted to refuse the offer. I shouldn't have to spend any money at all for a FREE / COMPLIMENTARY upgrade. On top of that, the money I get back would be locked into spending at Best Buy who I'm not in the best of terms with. I didn't want to continue the war so I accepted. 
    The next morning I head back to Best Buy to go ahead and purchase the collectors edition to be reinbursed, and the rep has no idea about anything that happened the night prior and tells me they don't have any collectors editions in stock and I should have pre ordered it. 3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies. I'm canceling the gift card and looking into contacting the Better Business Bureau because this inconsistence customer service is very shady and borderline criminal.
    editions.
    3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies

  • Illustrator CS3 will not activate on the net or over the phone... How can i activate this product?

    Can someone from Adobe please respond

    ITHelpdesk2013 wrote:
    Really???
    The softare is installed on a PC, it will only allow 30 day trial unless activated on the net or over the phone. It is failing to activate on both, adobe activation by phone fails and then saysyou cannot speak to an operator about activations and gives a link to this forum.....
    Welcome to Adobe.
    1. This is a User-to-User forum. Lately, it has been treated by "Adobe's Help Desk" as *first* resort if they don't know the answer. Help Desk employees are trained to shun escalating to a higher echelon, and so they try to fix it by sending you elsewhere.
    2. As a User-to-User forum, we cannot help you with activating your software. That's Adobe's problem.
    3. Call back to customer support and *demand* to be helped. Remember, the people you are talking to on the phone are being payed by Adobe to listen to you. It's not as if they have anything better to do.

  • I paid for a license over the phone, and never got a confirmation email. Furthermore, CC does not recognize that I've paid. Your site makes it nearly impossible for a customer to contact your soulless, monolithic company. WHERE IS MY ******* PHOTOSHOP?

    I paid for a license over the phone, and never got a confirmation email. Furthermore, CC does not recognize that I've paid. Your site makes it nearly impossible for a customer to contact your soulless, monolithic company. WHERE IS MY ******* PHOTOSHOP?

    Membership and Payments http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting- creative-cloud.html
    or
    Adobe contact information - http://helpx.adobe.com/contact.html

  • Worst customer service experience I have ever had.

    I have never felt so disrespected by a company in my entire life. Their customer service is beyond terrible, as anyone can see by reading the various posts from frustrated customers on this forum.
    I ordered a laptop on November 30th as a present for a family member's birthday but, when I saw that the shipping date would be later than than the actual birthday, I emailed them to cancel the order. Most modern companies give you a cancel option right on the site but not Lenovo ... you have to email them. Fine (I thought), it's a little less convenient but what the heck? I then called the next day to confirm the cancellation, just to make sure, and was told that the cancellation would probably be processed the next week, on tuesday, and that I would get an email to confirm. That email never came. I called back a couple of days later and a different rep told me that they were still waiting for the warehouse to confirm the cancellation and that it could still take a couple of days. Ok, fine, I guessed I would have to wait a bit but it would surely go through in time since the cancellation process was started almost immediately after the order. I didn't receive any other emails so I emailed again, and again ... and again and never once got a reply. I even emailed one of the reps I spoke to on the phone directly since she gave me her own direct email address (a nice gesture, I thought ...) but she never replied, either. Then, to my surprise, I find out that they actually shipped the unit on December 5th, even though my account must've been full of notes detailing my various emails and calls (if they even keep those on record like any reputable company would but... who knows?). I finally receive the **bleep** laptop by mail after all this! Like all the calls and emails had been completely ignored! I suppose they do this on purpose, betting that the customer will be too lazy to return it.
    I start chargeback proceedings with my credit card company just to make sure I don't get screwed but I cancel them when I see that they finally replied to my request for a return label (the first, last and only reply I ever got from them) so I cancel the chargeback, thinking that this crappy experience will soon be over.
    They received the unit on December 30th. I never even opened the box it came in, so I know it's 100% working and not damaged so their should be no delay caused by their quality check. Still, here we are, January 10th and no refund. Still not getting any replies to my emails either. Calling them is, of course, useless since you either can't get through, are transferred to another department that has no clue on the issue, are told they will get in touch with you later or to just wait for calls and emails that never come. Meanwhile, I’m paying interest on a purchase I cancelled minutes after the order, not the mention the initial charge still on my account. So now I have no laptop, they have my money and any attempt to reach them is ignored.
    Now I have to write this long and boring post on a public forum just to get a reply (I see that hey at least reply to these, sometimes ...). I am way beyond the end of my rope here so, if anyone from lenovo reads this, get in touch with me NOW so we can finally resolve this matter.
    Solved!
    Go to Solution.

    They finally e-mailed me yesterday, telling me that they will check with their billing department and get back to me. The thing is, they told me the same thing over the phone and in the support chat before and they never ever get back to me. We are now well beyond the regular delay for a refund so isn't this outright theft, at this point? What do I do? Call the cops? Get a lawyer? I'm afraid to issue a chargeback because people have been screwed before with lenovo refunding them way late, causing the cc company to reverse the chargeback and then Lenovo, being brain dead as they are and thinking the chargeback still went through, cancelled the refund, leaving the client with no money and no product.
    I hope potential customers will read this forum and avoid Lenovo like the plague. Lenovo really are a bunch of heartless crooks.

  • Complaint BAD customer service experience in Hong Kong

    I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
    My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
    She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the  two iPhone 6 Plus 64GB Gold earlier and  later.  He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first.  How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
    At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
    Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong.  He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
    Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff.  Apple customer service is terrible, he really don't care about helping you with a problem.
    Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!

    << Personal comments removed >>
    You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
    Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
    Message was edited by: Verizon Moderator

  • PLEASE READ - Awful Customer Service from both Sky and BT

    For several weeks or more my broadband connection has been dropping off completely literally whenever it wants. There is no pattern, specific times or any clues as to why it does this whatsoever.  We first moved to the area I currently live in back in November'14 and there had been a couple of issues in the area causing broadband to go down. So we assumed the connection dropping was because of similar issues but it just kept happening so enough was enough, time to call sky. So the teach advisor does a line test which comes back fine and confirms the connection has dropped many times by looking at the history just as I said. They then do a 24 hour line test where they were supposed to call me back with the results, you guessed right....they didn't. So of course I was back on the phone to them, they confirmed the connection coming into the home was perfect. They then ask a number of standard questions regarding the setup and connection socket. We established the connection socket was an old one and 'not' a test connection socket.  The advisor then tells me their booking a BT Openreach Engineer because the socket will need changing for the Sky Engineer to test the connection. I also asked "Do you think it could be the router",  the advsor replied "I wouldn't put my money on it". This was great of course, already onto fixing it I thought.  So the day of the appointment comes and low and behold it's a SKY Engineer at the door NOT a BT Engineer even after establishing over the phone he wouldn't be able to test the connection because of the old socket. He knew nothing about the issue &  my perfect working router was changed to a brand new one along with the microfilter etc, which was fair enough because I ended up with a new one. Amusingly I couldn't keep my old one as a back up....jobsworth, this was of course SKY guessing & hoping it would resolve the issue even if it is the first thing to do they were wasting my time because they 'knew' the connection socket wasn't a test one. He said if it still continues then to call SKY and tell them a BT Engineeer will need to fit a Test Connection socket as we knew anyway. IMO this was unbelievable because regardless of this being their procedure I was given the wrong advice from a so called proffesional Tech advisor and they could have sent a new router in the post as well as booking a BT Engineer = waste of my time.  I finally got an appointment with a BT Line Engineer who turned up knowing nothing about the issue, he did a copper wire test and it come back perfect, he said he's never seen a connection so fast. The Exchange is literally around the corner hence the connection is so fast. He said as the copper wire test was perfect that's him done now but he will change the connection socket to a test one.  Whilst fitting it he said it could be the socket as it's old & the connection might not be filtering through properly. Once fitted it dropped & connected again 5 times or more in front of his very eyes, nothing more he could personally do.  When the line engineer was originally booked Sky's advisor also booked a call from their technical support (higher up) to call me in the afternoon after the engineer had been to see if had been fixed etc. I confirmed the connection had dropped after the new socket was fitted so this completely rules that out.  Due to the history of the connection dropping before my original call, Sky's checks and a new socket of course it's time to book a Broadband Engineer. So the lady says "we've established there is no problems within the home so it must be between the home and the exchange so the last thing to do is book a BT broadband enginner". She says "I'll put you on hold a minute whilst I see what appointments we can get".  To me astonishement she says they need to collect some more data and will call back in the morning at 9:30am. So she calls me back and says they are not going to book an enginner because I have been connected for more than 16 hours now. Well that nearly made me choke in disgust and shock simply because their log history of the connection dropping confirms I have gone much longer connected. Not just that but it dropped 5+ times after the new socket was fitted and in front of the enginner that changed it. So if that isn't an advisor not giving a dam about the customer and attempting to save SKY money I dream that just happened. As you can imagine I told her what a joke that was and hung up the phone, absolutely ridiculous and I am sure the majority of SKY employees would agree.  The next day just as I knew it would the connection started dropping again as & when it likes, random as usual. So they actually book a BT Boradband Engineer this time, finally. So the engineer arives once again knowing nothing about the job making him the 3rd person to arrive in the dark about the job. He believed the problem was SKY trying to speed up everyone's broadband for a number of months now even if there was only a meg in it. Because of this apparently my dsl noise-margin  was set at 3 and that was too low. So after discussing noise margins with me he went back to the exchange, called SKY who agreed 3 was too low and changed it to 6. He called back and advised me it should be OK now and to give it 10 days for the line to settle. Rather than running at a fragile 24meg it would be a steady 16 now he said, which I could cope with as long as it didn't keep dropping off. Later that day my connection starts dropping again and I knew full well this has nothing to do with allowing the line to settle. So the SKY advisor goes through the notes that the engineer had made, he mentioned everything we spoke about apart from something that shocked me. He has put down that he couldn't do an Earth *something* test because there was young children about. To my amazement not once did he mention that and if he had my partner could have took them upstairs. However that was that and another Broadband Engineer was booked. He turns up making him the 4th person that knows nothing about the job so after expaining the issue he seems very enthusiastic about the job itself so that was confident. After doing the same tests as the 1st 'broadband' engineer he can't find any issues either, so he climbs the pole 50 metres away from the house. He took it apart, cleared a bit of corrosion but nothing unusual. Then he tells me he'll get SKY to monitor the conection, he has another job to go to annd he'll call back at 3. It got to 5pm and still no call or knock at the door so I called SKY who's customer solutions contact BT who say the the issue has been put down as 'resolved'. I confirmed my connection hadn't dropped since so I left it at that. Because I wasn't at all confident it was fixed it was fixed I kept joking with my partner by saying "Resolved" every so often because of the engineer not calling back and the stress it has caused.  Surprise, surprise, the connection drops again the same evening at just gone 7pm (Saturday) so I am straight back on the phone to SKY. Having to explain everything again he puts me on hold to discuss it with a colleague. They put all the notes from every case into a new one as previous one's have been closed as the engineer's claimed 'reolved' when obviously it wasn't. He explained that it is being 'Viper' escalated now as a complaint to BT because they have given 2 frontline Engineers to rectify the problem & they haven't. So they booked a more 'senior' engineer to come out. SKY advised he will be given all the notes from the case & when they get confirmation of the appointment they receive a reference. SKY then contact BT with that reference and explain everything verbally as well. Whilst booking the appointment & speaking with me the broadband connection goes and so the does the landline so we get cut off. This happens everytime they book and engineer. and 2/5 advisors haven't bothered calling me back to contine the conversation, this guy was the 2nd NOT to call me back. The day of the appointment arrives and because I wasn't called back & received no confirmation I call SKY to confirm who do just that.  I decided to discuss more discount with this advisor because I had only previously received a small amount because BT Engineers keep putting the case down as resolved. On the Saturday the advisor offensively offered 65p because he does as the computer tells him....pat on the back for him. Thankfully the lady advisor this time was more understanding and applied £20 which was at least something. She also said she would speak with her manager and call be back in the morning with some offers as an apolgy because the enginner would have been out and fixed the issue by then. I was also advised it's the last thing that could try as he is a 'senior engineer'.  The so called 'Senior' BT Broadband Engineer arrives and regardless of what SKY told me about it being 'Viper' or 'Hyper' escalated he was also pretty much in the dark. Well as you can imagine that is just the icing on the cake, lost for words. Anyway, he does his tests & says "Sounds like all they've done so far is climb a pole". So he climbs the pole & replaces the cable from the pole to the exchange still confirming everything is fine. There is nothing more he can do and says I will need to call them if it happens again and say "What do you want to do"....shocking to the least.  He put in his notes/suggestions to SKY; should it happen again, replace the equipment at the exchange or book another type of engineer. I NEVER got a all back the following morning from the advisor that said she would call back with offers even though she said "I always make my call backs"..........looks that way. Of course the connection drops once again, this time when I call & after having to explain literally everything again I get put through to 2nd tier techincal support (something like that). The lady explains that she needs to book a BT REIN Engineer, this was definitely what she said as I asked how it was spelt and since googled it too for an understanding. She said she would normally take my case on because of everything I have gone through & it would mean not having to explain it everytime but she is going on holiday and not back until September. She apologised a number of times on behalf of SKY and arranged a call back on 6th September (I think) to discount me further as an apology. So apparently the REIN Engineer is booked, she told me to unscrew the connection socked and plug the microfiliter directly into the test part of the socket. Whilst she's putting the appointment through the landline goes off  which we were taling on as well as the broadband connection going off. When she called back she assumed I was doing the connection socket whilst on the phone to her. Absolutely not, so I explaine that evertime an appointment is booked with BT this happens. A previous advisor told me that BT does and automatic line test upon booking which is why the landline & broadband drop. She was absolutely adament that this shouldn't happen but that was that & the appointment booked. The Engineer turned up  and would you believe it wasn't until I started chatting with him and he'd already started tests that he realised I was expecting a REIN Engineer. He then told me that SKY cannot raise a REIN Engineer they have to (Broadband Engineers) & there's only 2 in the whole of North *my area*. Well again, what do you do but laugh or cry?, I went for the laugh where my blood was boiling.  He also said that there is no 'Senior' engineer as such and also said "If he put in his notes about changing the equipment at the exchange, why didn't here"....exactly. So the Broadband Engineer goes back to the exhange calls SKY who allow him to change the equipment & calls me back advising it's all up & running. I aksed "If it happens again is there anyone I can call directly", he replies; "I don't know, we have a number specifically for BT and I just spoke to someone called Chris who doesn't think it's REIN  *Facepalm* .  This BT Engineer actually did his job properly but for SKY to say "I don't think it REIN after all that is well......lost for words. If I have missed anything out of all this mess I guarantee if it's not incorrect spellings & grammat it's just more awful, awful customer service from both BT & SKY whom are business patners lol.  So SKY.....Is the Issue fixed?What was it?Where's my further discount?What offers you got as an apology? bear in mind I already pay around £80 per month for everything after call charges. So after this shambles I hope it's FREE. Oh and what are the odds on someone calling me? because evertime I get through it's luck of the draw & most of the time it's BAD LUCK. Although I have already spent literally hours on the phone to you I am glad I have got this on the net now as it will know become common knowledge. I have also kept a personal copy in case the Thread is removed.  Regards.  

    Thanks for the info and of course the understanding, althought I am sure someone official browses it now & again my main aim was to get this out there. I had an issue a while ago with EA sports regarding their FIFA 15 game, to cut along story short I was incorrectly banned from their servers for apparently botting so I couldn't play online. Their customer service was diabolical, pretty much on par with this. After some research I found out they were the voted the worse company in the states so that said it all. After being passed from advisor to supervisor to manager and back again everything fell on death ears. So through Google I found as many sites & email addresses as possible and posted/sent my argument. It got as far as the EA president where it was all sorted and I was heavily compensated. If I hadn't of done that though I'd still be banned from their servers.  Will do exactly the same with this case, as everthing goes throught to someone as SKY in the UK it should be a dam sight easier than getting a reply from EA Canada etc.

  • Lousy Customer Service Experience

    My husband and I purchased a TV on 7/31/14. What started out as a good experience has turned into some of the worst customer service I have had the displeasure of experiencing. We made an online purchase for in-store pick up. When we got to the store and saw the TV we were purchasing, we changed our minds and went with a different TV. The sales person was extremely helpful and went above and beyond assisting us with our decision and purchase. We were told to cancel our online order, which we did. We received an email confirmation stating, "At your request, we've canceled your order. Be assured that if you paid by credit card, it has not been charged..." What we discovered was that we were indeed charged for the online purchase, in addition to the in store purchase. As soon as we noticed the charge, my husband called customer service and was told we should receive a refund within 7-10 business days. The customer service rep refused to look into it further, and my husband left the call feeling frustrated and annoyed.
    Several days passed when I decided to call yesterday, 8/11/14, to address this issue again since we had still not received our refund. I was told the same thing by a different customer service rep. I informed this person that I understood the policy, however, according to the email, our card should never have been charged in the first place. His attitude was that he couldn't care less, that was the policy, they didn't have the money- it would be refunded soon. I asked to speak with a supervisor who immediately met me on the defense, and repeated the same policy back at me. I expressed my irritation and frustration at hearing the policy over and over again, without hearing a solution AND they were failing to understand that my issue was not with the policy, but the fact that my card had been charged despite the cancelation email saying otherwise.
    After insinuating that 'if I needed the money,' he said that the best he could do was fax my bank to have them make the funds available. He told me he'd need my bank's fax number and put me on hold. I was on my bank's web site looking for a fax number, when he came back on the line. When I explained to him all I see is an 800 number and asked if that would work, he responded, "I guess" in the most put-out way possible. He said he would call me personally to inform me when this happened.  It's now the next day. No phone call from Dimitri, the customer service manager, no refund in the bank. This has truly been an eye opening and disappointing experience. 
    In this day and age of Amazon and other competitive big box retailers, the most precious asset a company has is it's employees and their ability to deliver exceptional customer service. This experience has left me questioning if I ever want to shop at Best Buy again.
    Sincerely,
    Maja (removed per forum guidelines)

    Hello jbuck,
    Purchasing a brand-new TV should be a quick, easy and painless process -- not a tiresome experience like you described -- so I can imagine how frustrated you must feel. I'd be disappointed too if I cancelled an order only to later discover that transaction on my credit card statement. We rely on our in-store and phone support reps to provide prompt and courteous service, so it's disheartening to learn of situations where that expectation may not have been met.
    Like AWBrown mentioned, a hold may be placed on the paying debit/credit card whenever an order is placed on BestBuy.com. These funds aren't officially collected until the order has been fulfilled (shipped or picked by in-store personnel), but this may have an effect on your available credit in the interim. If the order is later cancelled, Best Buy's role in the transaction is complete and it's the responsibility of the card's issuing bank to ensure any pending or expired authorizations are properly removed from the customer's account. Most banks are able to do so within 2-5 business days, but some may require up to one full billing cycle. For more information on this process, please refer to BestBuy.com's Conditions of Use, our Payment Options FAQ, and your card issuer.
    That said, I'd like to take this opportunity to gather some information. Please make sure to check your private messages when you can by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • I was wondering if it was truly the policy of your retail stores to not tell customers whether they have a product in stock or not over the phone?

    I . like everyone else, have been in search of an iphone6 and i d rather not order it online, my nearest verizon store is a couple of miles away and i don't drive, Every time i call they tell me they "cant discuss inventory over the phone". All i need to know is whether they have them in stock or not.so Im not making another wasted trip out of my way on foot to be told they don't. I've been into the store 4 of the past 6 days and they always just tell me to "come back tomorrow" , staunchly refusing to give me any information over the phone..
    My contract has been up for a while but i wanted to wait it out until the new iphones came out and renew it with verizon but at the moment your retail stores cant even manage to give me enough Customer Service to even let me know if what i want is available at their store .

    Sandy,
    I understand that the new iphones are selling quickly and if they were to tell me over the phone that they in fact had them, it is no guarantee that they will still be there an hour later. However every time I've gone in they've been completely out , and if they were to tell me this over the phone it would save me the hour it takes me to get there on foot. Ive called other stores and theyve had no problem telling me exactly what they have in stock, as well as your own customer service reps telling me that this in fact is not corporate policy. Ive explained all of this to the store as politely as possible the only options theyve given me are to physically come into the store to check or to order it online, which id rather not do.

  • Got charged full retail for a new phone instead of Edge Up, wiped out bank account, had to refuse shipment, no compensation for the time spent talking to 14  representatives over the phone in the last week, and still no refund??

    On 9/29 I ordered an iPhone 6 Plus 128GB as an edge up from my 5S, swiped my card at the store to pay the Edge Up fee, and was told 10/31 was the expected ship date.
    Didn't see the order on my My Verizon account, spoke with 3 representatives on the phone to actually get the order number so I could track it.
    On 10/24 the ship date disappeared and I called to find out there was an issue with the payment. I gave them my debit card number over the phone for the Edge Up amount, and they charged me full retail -- OVER $1,000.
    They promised it wouldn't post to my account and it wouldn't ship after cancelling the order. Next day it shipped. I called FedEx and refused the package over the phone.
    I called when the payment posted the next day, totally wiping out my bank account and charging me overdraft fees.
    They said they'd push for a refund immediately -- on Sunday, 10/24. It's now 10/30, I see no refund, I have no phone, and I have over $100 in bank fees from their mistake.
    I spoke with a supervisor on the phone and they said they could refund the bank fees, but would do nothing for the fact that they screwed up my order, and told me it would be another 2-3 weeks before they actually ship a phone to me if I ordered today.
    Sorry, but that's NOT good customer service. I can buy out my Edge agreement, sell the phone on eBay, and go to another carrier pretty easily. I don't want to leave Verizon's service, but I don't really see how they value me as a customer?
    Does anyone else have some idea of what I could do about this whole thing??
    TL;DR -- Verizon charged full retail for a phone instead of Edge Up fee, still no refund, no compensation for the inconvenience and stress they caused, and another 2-3 week wait on a phone I ordered a month ago.

    That situation went from inconvenient to complicated quickly.  Wait for any pending orders to drop off, wait for things to clear up, wait till your upgrade comes up and then upgrade when your contract is fulfilled.  I would have suggested a replacement phone, I know, with only a month left why couldn't you just upgrade early, but these situations where people try to upgrade early always end horribly and once a phone order starts, it almost cannot finish until something winds up shipped received and returned.  Sorry this happened the way it did.  Definitely not efficient.

  • Awful Customer service and handling of my issues

    Hi,
    Not quite sure where to begin but i would like someone to take notice of my concerns as it appears no one in the service center is. I have never received such a poor service and whats worse is that the information i have been given appears to be false.
    The issue started over a month, in november my ex partner bought me a brand new laptop from littlewoods, a G505s, the AMD quad core, ati 2GB graphics, supposedly the works, anyways after about a month it got really hot and then eventually the screen went blank and would not show any picture, so i contact Lenovo who arranged to collect the laptop and repair it.
    The laptop was received on the 17th of January in germany at there so called repair center, i called them each day to check the status and at first was told to wait the 10 days, then after the 10 days, ui was then told to wait 28 days, then two weeks after the initial contact i was told they would find out how long the parts would take to arrive and so fourth, this went on for weeks. Eventually after nearly four weeks, i was told the parts would take too long and so they would issue me with a returns code if i coudl provide proof of purchase. The problem is the laptop was apresent and my ex girlfreind was not playing ball so thinking that i would have to wait for the laptop to be returned, low and behold i come back from work and there we go, they returned the laptop UNREPAIRED.
    I received a document with it saying that they have diganosed the problem as the motherboard being faulty however they have so called resolved this issue by returning the laptop without being repaired, which i did not ask for them to do, i asked for it to be repaired or replaced under the warranty which they are legally obliged to.
    When i contacted LENOVO about this, i was put through to a rude senior supervisor who was very rude and unhelpful, stating that i had to provide this and when i tried to explain that i was unsatisfied that it had taken so long for this to get brought to my attention he claimed i was being abusive. I asked for an email address to email into and he refused to provide this, i asked to escalate the call, he refused. I think considering i have worked in customer services for over two years i know how these work and there are complaints procedures in which if a complain is not resolved then it gets escalated if the customer requires this however it appears Lenovo and this so called senior does not feel the same way.
    All i want is my laptop replaced or repaired, an email address to send my formal complaint about this member of staff and my outstanding issues resolved, as i was given [email protected]

    welcome to the BT community forum where customers help customers and only BT employees are the forum mods
    are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
    Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal  if you hear noise then you need to report a phone fault to 151
    regardless of which ISP you use apart from cable the engineers will be exactly the same as all the lines are owned by openreach and treat all ISPs exactly the same
    Someone may then be able to offer help/assistance/suggestions to your problem
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

    DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week.  I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed.  The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan.  I traded in my old Iphone 4S and was given a gift card.  This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector.  When I tried to return the device after 1 week the system literally could not process the return in multiple stores.  A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back.  I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions.  Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation.  I would like to get this resolved ASAP.  I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon.  I would think the largest carrier in the country would be able to process a simple return.  This is totally unacceptable. 

    Hello cmc29,
    I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks.  I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
    When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window.  This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day.  After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition.  Please know that I’m looking into this to see what options we may have to fix this.
    Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
    I greatly appreciate your patience, and I’ll be in touch very soon.
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Terrible Customer Service Experience

    I was recently billed incorrectly for wireless internet access.  When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two.  That phone call never came.  I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue.  After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms.  After that debacle of formality, I was connected to her supervisor, J. Ross. 
    Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two.  Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come.  Mr. J. Ross then hung up on me.  I guess the nightmare C/S issues that I've heard about from others is true.  I have been a Verizon customer for over 12 years and have held accounts in several states.  That may change after I visit my local free standing Verizon store tomorrow morning.  I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved. 
    Most Regretfully,
    Lisa

    californialisa wrote:
    I was recently billed incorrectly for wireless internet access.  When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two.  That phone call never came.  I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue.  After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms.  After that debacle of formality, I was connected to her supervisor, J. Ross. 
    Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two.  Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come.  Mr. J. Ross then hung up on me.  I guess the nightmare C/S issues that I've heard about from others is true.  I have been a Verizon customer for over 12 years and have held accounts in several states.  That may change after I visit my local free standing Verizon store tomorrow morning.  I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved. 
    Most Regretfully,
    Lisa
    If you have problems with any customer care rep not following through or helping you get the resolution you need, ask for the Corporate Office's mailing address to write a complaint. That will usually straighten the lax reps. Make sure you take the names of everyone you speak with to ensure that the Corporate Office knows who to target and who to commend.

  • Gift card fail - horrible customer service experience

    I recently received my Verizon wireless bill.  I went to pay it with a gift card that I received from upgrading to the new iPhone.  It had a little over $91 left on it.  When I went to pay, the card would not cover the entire bill, and it told me to enter the amount I wanted credited.  I entered the full $91+ in the system and pressed enter.
    The system started thinking and then about 45 seconds later, I got the message that "the system was currently experiencing problems- please try again later"
    I waited 20 minutes and went back into the account.  The bill was still there and I went to pay by gift card and now the system told me I had $0 dollars left on it.  That is when the fun started.
    I spoke to 4 different people in customer service.  The first person dropped my call. The second told me to call the number on the back of the card (I told them that Verizon never sent me a card but sent me an email).  They told me to call the one number on the email.  I did and that number offered no options to actually talk to anyone but the computer was kind enough to tell me my card had zero balance.  I called the regular customer service again, pressed the option for billing and got routed into tech support (no clue how that happens).  This person had no clue how to help me so they transferred me to another person who really had no clue how to help me.  They did say they would escalate my issue to internal support and I would get an answer in 24-48 hours.
    Now we are 48 hours later and I have heard nothing.  What the hell Verizon?!?!?!
    How can you not be taking care of this in a timely manner?  I am extremely disappointed at the level of service you are providing.  Honestly, when did you guys become as bad as Comcast in helping customers get issues resolved?
    Oh  and don't get me going about why I needed to even go into the sytem 2 times to apply my gift card credit.  Why couldn't I just apply the entire amount and have a credit on my account for the next bill?  Would that have been so tough?

    We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply!  YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

  • Horrible Customer Service Experience

    The level of  service we have experienced was sextremely bad and the customer service was HORRIBLE.  I have been a verizon customer for years.   We recently switched over to FIOS after being contacted by a representative who advised us it was now available in our area.  We mentioned we've had satelite service with another carrier for more than 16yrs and would not likely be willing to change unless their package could mirror our existing services without additional cost, & the internet speed would increase.      Needless to say, we made the switch after being assured we had the highest package verizon offered along with the highest speed with FIOS as well as the same premium channels.   After a few months we noticed the speed of our internet was nothing different than our previous service.  I actually began having trouble logging into my lap top unless I was in the same room as the router..  Nonetheless we didnot call to complain thinking it was just because the service was new to the area and would improve.   Well I saw a commercial that said you could upgrade to Verizon Quantum by just turning to the Verizon Channel and clicking on the upgrade.. Thinking I would get a message or email that stated we already had the service, I did just that only to find it allowed the upgrade.   the increase to he bill.   I thought we would be notified that new equipment due to the upgrade would be issued, but there was nothing.   Not to mention still no improverment to the speed.   So I contacted them , to address the issues and most importantly ask why a new router had not been sent or offered despite the upgrade to the speed.  I was told my current router was "compatible" with the Quantum speed but that I could receive a new Quantum router for an additional $2.00 a month...????????-- If my current router is compatible why would I need to do that ???? not to mention if there is a QUANTUM ROUTER, WHY WOULD THAT NOT HAVE BEEN SENT WHEN THE SERVICE WAS UPGRADED.   After some back and forth I was told by the Representative Miranda that I could go to one of their stores to turn in my old router and pick up a Quantum router that same day . She provided me with an order number as well as the address to the store.. Not more than an hour later I drove to the store only to be told, my order appeared in the system but not as a "store pick up" . Jonas , the store manager provided me the tel# to contact Verizon to make the easy change as he described it.    The gentleman I spoke to over the phone , told me there was nothing he could do because THE ORDER WAS BEING SHIPPPED .... AND I WOULD RECEIVE IT BY MONDAY..  As I became more livid , I advised them, that was unacceptable.  The gentleman over the phone who was extremely difficult to understand told me two more times the order was marked to be shipped and there was nothing he could do.   I demaned he create a new order, one that would allow me to do what I was previously instructed to do - which was to turn in my older router at the store and pick up a new one.     I was placed on hold several times, to dead silence.  The gentleman on the phone would come back to the line only after I continually would say Hello, are you still there. I asked to speak to a supervisor on several occasions but was never allowed to.  The gentleman on the phone then told me , I would likely not be able to pick the router up today even if he changed th order... I advised him I was just told by the instore Verizon Representative that he had plenty in stock and the only thing that needed to be done was to make the order a store pick up.     After being put on hold again , to dead silence. the gentleman on the phone told me, I would be happy to know HE was able to create a new order.  I was given another order number and told I could turn in the router to receive the new QUANTUM ROUTER. I walked ten steps back inside the store , gave the in store representative the new order number and was told he could no locate it in the system.  At that point I handed by cell phone to the instore representive for him to work out whatever internal issues there seemed to be with the hard to understand gentleman over the phone.  After they determined they were working off of two different systems, Coffee something compared to Coffee something else. the instore representative stated he would enter the order manually and I would be given the new router.   Well. I received the new Quantum router.. immediately came home to install it and NOTICED AN IMMEDIATE DIFFERENCE in the speed of the internet service, despite again being told my current router was compatable.. NOT TO MENTION MY LAP TOP WAS RECEIVING AN ADEQUATE SIGNAL IN ALL AREAS OF MY HOME.    This goes without saying how deliberate and misleading Verizon can be and has been with the offering of their services.  

    Despite all the frustration, I am pleased to hear you received a solution to your problem. This gives me new hope for my current situation. Congratulations!

Maybe you are looking for