BB cancels order due to payment glitch - Customer Service refuses to honor
After 2+half hours on the phone this morning trying to get the cancelled order reinstated and payment method corrected, Customer Service says 'too bad, so sad, go away & have a nice day, we will not honor the order'.
If there's any kind of problem with your order, I highly recommend to call into a Rep if your order contains price-sensitve items.
DO NOT follow the directions on the website nor in the emails. You will be extremely disappointed by (lack of) Customer Service.
I was not trying to get something for nothing. I placed the order in good faith on Monday. Tuesday I see the email stating "a problem with payment". Following the directions, I re-enter my credit card information and resubmit (once). All appears well, until I check on the order this (Wed) morning. My order was cancelled. Surely, BB will correct this obvious error, considering a prior order on the same day went through just fine, I thought. After all, I'm trying to give them my business on a rather large Home Theater purchase.
It was challenging just from the logistics of the phone experience. Must've been a busy morning and BB was also having phone issues. I waited patiently for the 1st answer at 25 minutes (VRU said 10-12), after explaining, the Rep tried to transfer me to a Supervisor for another 30 minutes. I was disconnected when one picked up. Had to cold call back in and endure another 15 minute wait (VRU said 4-7), the Rep tried to pull up notes from 1st call and gave up after another 10 minutes. After explaining, she attempted to transfer to her Supervisor for 45 minutes. I was on the call with her for ~80 minutes. When I finally spoke to a Supervisor, I was accused of trying to 'cheat the process' and 'ask her to commit policy violation'. She had facts, logs and order details in front of her and I was still treated this way.
Ultimately, she told me there was nothing more she would try to do and would not 'deal with me any longer'.
This is the absolute worst Customer Service that I have ever had. No attempt by BB to make the situation right by honoring the order placed on Monday.
Request to BB management;
1. Make it Right! reinstate my order.
2. Fix your payment issues and process/policy for cancelling orders. Contact customers proactively when your systems fail and orders fallout.
3. Fix your CS policies and escalation process. The initial Rep should have been able to resolve the order issue.
4. Fix your phone system and/or transfer process.
5. Remind your CS Reps not to insult/accuse your paying Customers. Potential churn is cheaper to keep than acquire.
6. Your ad campaign is laughable "No one claims they are the worst." Your CS dept confirmed that you are far from the Best.
p.s. Case# available if you want to research why I'm unlikely to shop BB in the future.
Solved!
Go to Solution.
Good afternoon drenken,
After placing an order for a significant home theater purchase on Cyber Monday, I’m sure you were ecstatic in your shopping experience and couldn’t wait to receive your devices! It is utterly disheartening to hear that this experience may have turned into a rather dreadful one so quickly.
I’m glad to hear that you were able to attempt updating your billing information on BestBuy.com. Generally this option alleviates some hassle for customers who would rather not contact us via phone to update such information, which can take some time given the high call volumes this time of year. It is regrettable to hear that it didn’t go as expected for you, due to the strange issues with the order.
I imagine your frustration only grew from when you received the cancelation email to when you had difficulties acquiring assistance over the phone afterward. I sincerely apologize for any dismay this entire experience may have caused you. It does not sound at all like this experience would have left you with an appropriate representation of our company.
Unfortunately, once an order is canceled, we are unable to reinstate it. The only option would be to replace the order. Typically if an order is canceled, we would not be able to honor the sale prices if they are no longer current. With that said, I was able to review your order and it would appear that the same card was successfully used on a subsequent order , leaving this to be quite the peculiar occurrence.
I am sending you a private message to you with further details in regards to this order and to see what other options we may have for you, as I can understand why this experience may be so displeasing. You may check your private messages once you have signed into the forum by clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message
Similar Messages
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Trying to cancel my membership..need a customer service phone number
trying to cancel my membership..need a customer service phone number
Hi NortherLights56,
Please see the link below to cancel membership:
Cancel your membership or subscription | Creative Cloud
You may see the below mentioned link to contact Customer/Chat support:
http://www.adobe.com/support/download-install/supportinfo/
Let us know if this helps,
Regards
Gurleen Kaur -
Shipment delayed by a month, customer service refuse to cancel
I ordered a TV online on Nov 18. It was originally supposed to be delivered on Nov 25.
I got an e-mail today saying that the new date is Dec 24. There is no reason given for the delay.
Obviously, I called customer service to cancel the order. The idea of being out $550, and no TV for a month didn't sit well with me.
Perhaps not supringly, this turned out to be impossible. The agent couldn't cancel the order, and the supervisor to whom I asked to speak said that it's not possible. My only option it seems is to wait until it ships and there is a tracking number, then contact UPS and refuse shipment. I cannot get a refund until that happens, but I'm assured I will get it once the order is cancelled in that fashion.
This is a pretty ridiculous situation. The company's systems cannot possibly stop an order that's going to ship in 1 month from shipping? I cannot even get a refund?
Perhaps someone on the forums can enlighted me to alternatives. Otherwise, I'm going to start by requesting a chargeback on my credit card since I didn't receive the product I've purchased.
If there are customer reps on this forum: Case #: {removed per forum guidelines}
Thanks for listening.
Solved!
Go to Solution.Hi geneg,
Being asked to wait a month to get your TV is just crazy, and I truly am sorry for this. I can also understand you being skeptical that your order can’t be cancelled when the unit wasn’t going to ship for a month.
I looked at your order and I show the TV has now shipped and is scheduled to be delivered to you tomorrow 11/28/2014.
If you don’t want this TV I would not suggest you refuse the shipment as this could cause significant delays in getting this order returned. Instead if you plan on returning the purchase I would suggest bringing to the nearest Best Buy store.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
Private Message -
@
Meshell1403,
We strive to wow our customers with our customer service, I am saddened to learn that this has not been your experience. I am here to help and want to ensure we go over all of your concerns. What's going on? If you prefer to discuss this privately, please send me a direct message.
AndreaS_VZW
Follow us on Twitter @VZWSupport -
Customer Services Refused to Take my Complaint
I am so angry that I have been pacing the floor in my home!!! BT are a total disgrace.
We moved to our home 4 years ago and was given my phone number by Virgin and as usual this number had been used by someone else. We immediately started getting calls for a building business and received the latest call at approximately 6.30pm this evening. The calls have ranged from bailiffs, a Clerk of Court, building supply companies and carphone warehouse all wanting and then demanding money owed to them and the latest call was from a man wanting to know if we had any jobs as he was looking for employment. At one point, I even had calls from people who said they were friends of the owners of this dodgy business and said that they would call on their mobile number. Of course we told them over and over again to tell the business owners to stop giving out our phone number for their debts. We were actually called by the business owner and given a load of verbal abuse because of what we had told their friends and they didnt see what our problem was.
We moved to BT from Virgin at the end of last year and kept our number which incidentally was originally a BT number in the first place but of course the calls kept coming, in fact most of the calls above were since we moved to BT including the call from the business owner. The abuse was so bad that we called the Police who said that there wasn't a lot they could do and that we were to contact BT.
We called BT and spoke to a very helpful man. We explained the whole situation. He looked into the company's name and our telephone number and confirmed that indeed that company did have our telephone number quite some time ago - now over 4 years ago. He also confirmed that the company had been disconnected because of non payment of bills which is how we got the number. I was transferred to different departments concerning the phone book and business phone book and yellow pages and was told that their advert would be taken out immediately - over 3 years since I had been given the number. I was also assured that their advert would be taken off all BT phone books online immediately and I would not be able to see one the next day. I thought the nightmare had ended but not so.
Almost a year later the calls are still coming in thick and fast3 yesterday and the latest one this evening. When asked how he got our number, he said he found it in the BT phonebook. I saw red to say the least. I looked up the business phone book online and sure enough the business is advertised with my telephone number. It is in the business phone book and bt exchanges, who knows what other bt business advertising sites its also on.
I called BT immediately and was told they could change my phone number. I told them that it would take me a very long time and cost me financial loss to change my number through calling companies with expensive call rates so I was not prepared to change my number. Also, what is the point in changing my number to begin this sorry cycle all over again with someone elses old number. I said I wanted to make a complaint and could she give me the phone number I should contact. I was told there was none and I had to speak to customer services. All I can say is customer services my backside! Of course it was the obligatory indian call centre with all the echoes and not understanding English which was just the start of the problem. I told the operator I wished to make a complaint so had to go through 4 years worth of information with him on the phone. His response was 'out of curiosity why dont you change your number'. My response was out of curiosity, why is BT advertising a business by giving out my residential phone number to which I received no response. I told him I wanted to speak to a manager but of course there were none available and was told I could speak to a supervisor. Another non english speaking person came on the line and told me he as a supervisor though I strongly suspect this was a lie. Of course I had to go through the whole thing again - I have bronchitus which made it worse still - but all I got from him was 'ummm' I asked him straight why BT were advertising this company and giving out my residential phone number to be told by him that they are not. He told me it was not possible for this to happen so I asked him to pull up the business phone book he told me that it would take a long time for him to be able to do that - it took me around a minute. He left me sitting on a dead phone for 20 minutes before I gave up.
I have looked on the BT site on how to make a complaint but it's always the online form I come back to but I don't want to use this. I want a phone number and an email address where I can send my complaint straight. I need to keep all written communciations about this as I will be taking it to the Ombudsman if BT do not do something to stop this and recompense me for the distress I have been put through. Can someone please give me the contacts I need.
ThanksHi Angry_Customer
The purpose of the forums is to offer peer to peer support between BT Customers.
I have offered you help so that we can take on this complaint via e-mail in an attempt to resolve it for you.
You could also raise a complaint via the contact us online form which will generate an email to the complaints team if you specify that you wish to receive an email response, you will be able to keep a paper trail of your complaint.
I hope this gets resolved and the calls stop being made incorrectly to your home.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-) -
Lost Experia Z2 tablet wifi, customer service refuses to help, please advise..........
A Z2 tablet and accessories is what I am disputing here. At this point, I request that a member of Sony management handle this complaint. The color of the Z2 is black.
First, I did not place the order for this unit, it was evidently a gift. Because Sony did not put the original packing/tracking/gift slip in the box, I have no record of an order number, nor do I know who it is from or what name the order would be in. This would have been a birthday gift. I come from a huge family and still, 3 weeks later, I cannot track down who sent it.
The original box was delivered to me damaged and the screen on the tablet was cracked. I followed your procedure and immediately called customer service, they gave me an RMA # to return it and an return address in Laredo, TX. I did not write down the return tracking number because it was a preaddressed, prepaid electronic label. The rep. assured me that she would make arrangements for the overnight shipment to me of a new one, but 2 weeks later now, that has never happened. I no longer have the serial number to give them because that is imprinted on the unit. And now mysteriously customer service can find no record of the RMA/prepaid label that they issued, nor can they find the return now. I did exactly what they said and wrote the RMA # on the outside of the box to insure that Sony got proper credit for the broken unit. I even called a week after shipping to make sure you got the unit back and repair confirmed receipt of the tablet. But, like I said, no one can find record of this transaction. When I call back in to customer service, they demand and order name and the purchasers name, but Sony never put that in the box. So Sony is asking me now for information that I don't have, and information that they should have recorded properly. I understand that things can happen in transit, but I should not continue to be penalized for Sony's mistakes. Not to mention the fact that these are very, very devious business practices, plus you are not standing behind your return policy or warranty procedures. Plus customer service has gotten down right rude with me - I find their attitudes very abrupt and demanding, with no logical understanding of what I'm saying. So Ely, I'm to the end of my rope on this. I am going to give Sony one more chance to make this right. I will give the Sony Store until this coming Friday to deliver me a new tablet/accessories. If I do not have everything by Friday, then I'm simply going to file a formal complaint with the Attorney General. I do not want to do that, but I'm not going to get ripped off with no new tablet. Someone paid good money for this and I do expect a new replacement. If Sony cannot verify their own information, then I consider it Sony's loss and not mine. My shipping address and email is available if you message me privately.
Thank you and I will await the new tablet/accessories. I appreciate your willingness to help me.@CrisisKids
I'm sorry to hear this but if you sent the tablet through UPS or even regular USPS you should have that receipt and it has warranty, as long as you can prove what you sent it's worth that amount. you should also have a tracking number and you will know when it was delivered.
"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994) -
Kafkaesque Customer Service - Refusal to Escalate Complaint
Having been a skype customer for a decade, I am flabbergasted at how bad their customer service has become. It is simply kafkaesque. I had the temerity to change the billing card for my skype number - then some jobsworth decided to freeze my account. There followed a ludicrous verification proceedure (what month did you join skype, what was the credit card number you used ten years ago...). Having gone to some lengths to find this information, the jobsworth claimed I had failed the verification proceedure - but refused to tell me why! Apparently said jobsworth informed me that in spite of this number being rather important to me, the best solution was for me to close my account and open a new one and purchase a whole new number. So that in a few years' time, Skype can presumably lock me out of my account all over again. To add insult to injury, Mr jobsworth has refused my request to escalate this to a more senior member of the team, who presumably might have the capacity to see that my account should be unlocked. Or maybe not, consideirng they probably came up with the verification proceedure. I am now in contact with Ofcom about this as apparently the people working for skype don't seem to think their company should comply with UK company law. We're not even allowed to complain. Anyone else managed to resolve these ludicrously bad customer service issues? Is skype trying to lose customers? All I can find is other people experiencing the same thing, with comments promptly moved to other less conspicuous boards. I feel like screaming.
Did you bill it to the account?
If so, follow these steps:
"HOW AND WHEN CAN I DISPUTE CHARGES?
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."
If not,
You should try calling customer service. Ask for the freud department. -
Pop up in Sales order of Advance payment of Customer
hi Gurus
Actually i have a query that when i am going to create the sales order the systemshuold pop up the dialouge box indicating the customers's advance payment if its exceeding that advance payment
bcoz the customer pays in advance the money to the company for the the material which has he ordered
so whats the setting for this
Suitable answers will be rewarded
Regards
Amol gawaiDear Amol,
I think your issue can be addressed by using Credit control area. Please do the following:
a) Define a credit control area for the customer.
b) Maintain credit limit as 1 Rupee T-code - FD32
c) Whenever the customer gives you a advance payment the same shall be entered in the system thru FI route and using the while FI posting in "More Data" the relevant Credit control area should be entered.
d) By doing the above the advance payment received from the customer shall be reflected as "Special Liability" in the Credit control area (FD33). Status Tab in FD32.
e) Now this advance payment will act as the credit limit of the customer. So after this if the Sales order value exceeds this limit the Warning or Error message can be set.
Hope the above works for you.
REWARD if it helps you!!
Regards,
Ajinkya -
Best Buy Order Glitch, Customer Service Terrible!
Placed two orders this morning. The first one went through just fine. Placed second order for $45. When I submitted it I received message "Oops! There was a glitch, please call 1-888-Best-Buy to complete your order". It did not provide an order number, however, it DID remove the $45 from my gift card. I was placed on hold a half dozen times, transferred several and actually "oops-hung up on because we don't know how to fix it" twice. The last representative actually acted like she was going to remedy the situation but ultimately lied. She told me that she "confirmed" the glitch and that it would "fix itself" in TWO hours". We'll it has now been FIVE hours and no order and the funds are still missing from the gift card. Tried calling again but was placed on hold AGAIN and was disconnected by the representative. This is ridiculous! It is their system yet they can't seem to figure it out, yet it's my problem and I am expected just to wait?? Not to mention how long the item I am trying to be will be on sale?? I always have some problem when ordering from Best Buy which is why I will not sit quietly this time. I will reach out to the Better Business Bureau in the morning if their "glitch" does not resolve itself today. - j. {removed per forum guidelines}
Hello J.,
I was very disheartened to read about your BestBuy.com order failing to process properly, and even more so by your description of your call-in experience. Certainly your call was not handled in the most efficient manner and I apologize for your having to cope with such an unsatisfying situation.
I will be more than happy to look into your concerns and do my best to resolve them as promptly as possible, but will need some additional information to begin. Please watch for a private message from me. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I'm grateful that you brought this to our attention and look forward to working with you.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message -
My one month anniversary is July 27. I no longer want to use your product. I want to cancel my membership and receive a full refund, but I have been thwarted at every turn!
http://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html
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Verizon - Please give me the phone number of who actually know what is going on with the iPhone6+ orders.
Honestly as a longtime Verizon customer I can say that I do not feel like Verizon is representing their customers well at all. They cant even be honest with any of us!
-
Blackberry Curve 8350 Broken, customer service refuses to be of any assistance.
I upgraded to a blackberry curve about 9 months ago. It was defective from the start, I brought it in two weeks later and got another curve. This is the phone I have now. It also never worked properly, but they could not "duplicate" it in the store and therefore they refused to replace it. A few months after that, the alarm/calendar refused to function properly, or at all for that matter, messages and emails are not deliver until midnight, and people on the other line can hardly hear me...But of course the sales reps cannot seem to notice any of this in the store.
So flash-forward to a week ago- my screen looses half the color and is now almost 100% white. Great! Now they can see it in the store. But oh wait.....I can't get a new phone because I have had this one for too long.
I used my upgrade and paid for a new phone, and I have yet to receive a working phone. I have been with Verizon for TEN years and I am appalled that Verizon will not credit back my upgrade since they SOLD me a defective phone TWICE. There CS is absolutely horrendous and they clearly do not value there customers or have any faith in the products, since they refused to stand behind them.
Now I will be receiving a refurbished phone. I had to do this when I had the pearl, and had to deal with SEVEN refurbished phones from Verizon, all were defective upon arrival. Once our contract is up we will be canceling all 5 lines we currently have with Verizon.km000 wrote:
I upgraded to a blackberry curve about 9 months ago. It was defective from the start, I brought it in two weeks later and got another curve. This is the phone I have now. It also never worked properly, but they could not "duplicate" it in the store and therefore they refused to replace it. A few months after that, the alarm/calendar refused to function properly, or at all for that matter, messages and emails are not deliver until midnight, and people on the other line can hardly hear me...But of course the sales reps cannot seem to notice any of this in the store.
So flash-forward to a week ago- my screen looses half the color and is now almost 100% white. Great! Now they can see it in the store. But oh wait.....I can't get a new phone because I have had this one for too long.
I used my upgrade and paid for a new phone, and I have yet to receive a working phone. I have been with Verizon for TEN years and I am appalled that Verizon will not credit back my upgrade since they SOLD me a defective phone TWICE. There CS is absolutely horrendous and they clearly do not value there customers or have any faith in the products, since they refused to stand behind them.
Now I will be receiving a refurbished phone. I had to do this when I had the pearl, and had to deal with SEVEN refurbished phones from Verizon, all were defective upon arrival. Once our contract is up we will be canceling all 5 lines we currently have with Verizon.
Did you use this upgrade to purchase the same type of phone? Why didn't you try a different one if all the BB Curves you received were defective? -
I downloaded a trial version of dreamweaver. It worked for a
few days, then stopped working. When I click on the desktop icon it
loads and asks me if I want to continue with my trial (29 days
left) or enter serial number. When I click continue with trial a
"Dreamweaver 8" banner comes up (indicating it is loading) then it
closes. I phoned technical support and wasn't able to get through
several times. When I finally did (after 45 minutes) the conclusion
they gave me was that THEY COULD NOT HELP ME FOR "FREE" because it
was a trial version. I really want to learn this program and would
really appreciate any help. I also checked out the dreamweaver
download trouble-shooting page and tried a few things which did not
seem to help. My computer is fairly new and has more than enough
memory (160G or so?).
THANK YOU SO MUCH FOR ANY HELP!I'll try. What are your machine specs. You say 160G of
memory? I am
assuming you mean a 160 gb hard drive. That is not memory.
How much RAM do
you have? What operating system are you running?
Did you download the trial from the Adobe site? Do you have
antivirus or
firewall software that might be blocking the program?
Nancy Gill
Adobe Community Expert
Author: Dreamweaver 8 e-book for the DMX Zone
Co-Author: Dreamweaver MX: Instant Troubleshooter (August,
2003)
Technical Editor: DMX 2004: The Complete Reference, DMX 2004:
A Beginner''s
Guide, Mastering Macromedia Contribute
Technical Reviewer: Dynamic Dreamweaver MX/DMX: Advanced PHP
Web Development
"Catherine Lalonde" <[email protected]>
wrote in message
news:epc33v$93o$[email protected]..
>I downloaded a trial version of dreamweaver. It worked
for a few days, then
> stopped working. When I click on the desktop icon it
loads and asks me if
> I
> want to continue with my trial (29 days left) or enter
serial number. When
> I
> click continue with trial a "Dreamweaver 8" banner comes
up (indicating it
> is
> loading) then it closes. I phoned technical support and
wasn't able to get
> through several times. When I finally did (after 45
minutes) the
> conclusion
> they gave me was that THEY COULD NOT HELP ME FOR "FREE"
because it was a
> trial
> version. I really want to learn this program and would
really appreciate
> any
> help. I also checked out the dreamweaver download
trouble-shooting page
> and
> tried a few things which did not seem to help. My
computer is fairly new
> and
> has more than enough memory (160G or so?).
>
> THANK YOU SO MUCH FOR ANY HELP!
> -
Horrible Customer Service! And a 33 month old BB problem continues to exist!
I have been a Verizon Wireless Customer for over 7 years. I have been a Blackberry user for even longer. In November of 2008, I switched my Blackberry World phone for the then new, Blackberry Storm. I kept my same phone number, had no previous problems with the World phone or any calling issues, etc. I just thought I might like the latest and greatest. Almost immediately after getting the Storm, I started getting these strange 1 way audio problems. When I say 1 way audio, I mean, I could here the other person on the end of the line, but they could no longer here me. It was strange and it happened infrequently. After about two weeks of having the storm, I decided that I really did hate not having the qwerty keyboard and so I took the storm back and got the BB Curve. Again, noticed that I had the same 1 way audio problems and contacted VZW customer service. After sending me out a new phone and several customer service calls, VZW opened a trouble tickets. It was never resolved and conveniently closed, with Verizon saying they could not duplicate the problem. I was not experiencing dropped calls. I still had full bars, was still connected to the party on the other end of the line and it was happening in a bunch of different places. I went thru this with the Storm, the Curve, the Tour and the Bold, all with this same sporadic one way audio, all with multiple different Blackberries being sent out to me, because Verizon was sure it was the Blackberry and not them! Customer service suggested, on many occasions, that I switch my phone number. WHY??? It didn't happen the first 3 years I had the phone number. They also, had the audacity to suggest that I switch to a different platform. HUH??? All of the sudden, I'm the only one in the neighborhood, who cannot have a blackberry phone, because it just no longer works for me???? Numerous tickets were open and no one would ever get back to me. I couldn't get a VZW Tech to call me back if my life depended on it. Call with one way audio were hounding me and VZW told me to mark my calls, where this happened. Did all of that and they still couldn't find the problem. The one way audio even happened when I was on one of the many calls to a Verizon Tech....yet they still could not "duplicate" my problem. To this very day, they still have not found a solution. After many months of dealing with Verizon (or not dealing with them, because they wouldn't call back) and researching new phones, I decided today, to try out an Android platform phone, just to stop the madness. I called VZW and told them which phone I wanted (I needed something that would have a long battery life, had good reviews, etc) and they told me that I could NOT have the Motorola Android 3, but I would have to take a reconditioned Droid Pro instead. I explained to them in no uncertain terms, that I was unwilling to pay for this change, as it's been an ongoing issue, that Verizon failed to ever fix or even acknowledge. While I was getting stuck with a phone that I really don't want, I was completely tired of dealing with these issues, Verizon and my understandably irritated customers. After the phone order was placed, the Verizon Customer Service guy, tells me that I have to return my Blackberry, within 10 business days or I would be charged for it. WAIT!!!! I don't even really want to change to an Android phone, I just want to try one out and see if this is going to give me the same issues as the BB. Why do I have to return the Blackberry? And why did Customer Service wait until we were almost finished with the conversation to unleash that little bit of information?? I would have never agreed to getting an Android, should I have known they were going to make me give up my BB too. No, I don't want the Android phone just to have an Android. I want Verizon to figure out what is wrong with my phone in the first place, but it's not going to happen!!!! So, I was really left with no alternative, but to try another phone. I have never gotten any compensation, in the almost 3 years this problem has been going on. I have not asked for anything, except for Verizon to fix an issue that is clearly their problem. We have another Verizon phone in our house and another line somewhere else and we have no problems with the other phones. I have had at least 10 different blackberries in the last 33 months and all have had the same issue. Quit blaming the phone VERIZON. Don't ask your customers to give up their phone numbers and change platforms, all because of your incompetence. I NEVER write reviews or go into any kind of forums, etc., but I've had it!! Customer Service ignores the issues. I didn't even know that any of the tickets were closed, until I called back with a ticket number, only to find out that the issue was unresolved and because of this, they had closed yet another ticket. To me, the fact they are making me return my Blackberry, just to try out another phone, is beyond comprehension. To top it all off, at the end of each of the conversations, the guy had the nerve to ask me if all of my needs were met, due to the issue. Lol! Yeah, they were all met! Why ask that question to someone you know that is completely ticked off at you????
Pepsio07 wrote:
I'm sorry, but when does swaping from a Blackberry Bold to an Droid Pro (certified pre-owned) qualify as an upgrade?
Secondly, I've had my phone number for over 7 years. It worked just fine for over 3 of those years. Why should I have to give up my phone number? It's not only a personal number, but a business number as well. I have more than worked with Verizon to figure out this problem. Done way more than my share and for anyone to say that I'm unwilling to work with them is beyond belief. I have marked every single call that has gone bad. I have turned off my phone for a period, to see if it was the network. I have switched Blackberry's numerious times. Why does everyone just jump to changing a phone number? Say I did this. What are they going to do with that phone number? It goes right back out there for someone else to have. That's what Verizon told me. If that's the case and the next person who picks it up has no problem, then it wasn't the phone, or me, or the number.
Oh, and Verizon has spent a lot of money trying to fix my problem?? Well, I've spent a ton of money myself, paying for a phone that doesn't work, time and energy switching from Blackberry to Blackberry, and not even mentioning the amount of time I've spent trying to figure out this problem, to no avail!
If something didn't work for 4 years I would be willing to try something else. Then again I don't run a business from a cell phone.. -
Appalling in-store customer service.
I recently (Saturday) experienced probably the worst customer service situation I've ever faced at a Best Buy store, and from a manager no less.
On Saturday morning, I purchased a computer monitor on the website and chose in-store pickup. The turnaround was very quick and I received word that the monitor was ready to pick up even before the store opened. A little after the store opened I headed down there to pick up the monitor (store #474). When I arrived and went to pick it up, there was a problem. My first name was incorrect on the order and they could not release the item to me. I understand store policies and while I was annoyed at this, but I get that stores have policies they need to follow. What was so grating, was how I was treated by the manager who informed me that they could not release the item to me. I asked "What can I do?". His response (I believe his name was Brian) was "You can go home, call the 800 number and cancel the order". That is a direct quote. There was no you can call them and get it fixed, no offer to use the store phone to call and literally no attempt to save a $200 sale. I was very angry at this point and left the store.
I returned home (no smartphone so couldnt use my cel to find the #), called the 800 number and spoke to an associate who was able to fix my problem in about 5 minutes, including calling the store to make sure everything went through and that I would be able to pick it up. I immediately got back into the car, drove all the way back to the store, and upon entering, the manager saw me (we made eye contact) and then walked all the way to the other side of the store in a clear effort to ensure he wouldnt have to deal with me. It was literally shocking as this guy was clearly older than the 3 other associates that were working behind the customer service desk and a terrible example for them. I walked up to the desk and was able to get my item with no problem. In hindsight, had I not needed the item immediately, I'd have cancelled the order.
This lack of customer service is just disgusting. I will never return to store #474 and it will take an amazing deal to get me to return to the other further afield Best Buy in the future.Hello kikks-
The experience of picking up a BestBuy.com order in the store should be one of ease, convenience and speed. When an issue comes up, we certainly hope that our stores would do anything that they can to help resolve the situation and I’m sorry to hear that this wasn’t the case with your order.
My belief is that this manager could have handled this situation better and allowed you to either call from the store to avoid the return trip or called himself to at least put you in touch with the right person to help you. While I’m glad to hear that we were able to get the order corrected so that you could pick up your monitor, it’s definitely disappointing to hear that you had to travel home to do so and then come back. I want to thank you for continuing with your purchase despite this setback and let you know that I will be forwarding these concerns to the upper store management for their review.
Thank you for taking the time to connect with us and I hope that we will see your business again in the future.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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