Best Buy Elite Plus-Worst Customer Service Department EVER.

I just spent the last 2 hours on the phone with 2 different people in the Elite Plus customer service department. I explained the problem (wrong shipping method generated on an expedited order), the solution (annotate unshipped part of order to ensure that this does not happen again, attempt to make amends for improper shipping label) and the evidence of the error. The first representative, after assuring me that although the mess up occured, the order would still arrive in accordance with best buy policy, stated that the only way to ensure that shipping would not mess up would be to upgrade to express shipping for $18. After being told that I was unhappy with her solution and would like to speak to someone else, it took almost 15 minutes to get her to agree that this was what she wanted to do. It then took another 15 minutes of wait time until another representative could be retrieved. The second rep stated that she would have to call UPS to find out why the error occured. I pointed out that the error could be seen on the order details. The order had 3 parts, the 1st shipped expedited via UPS 2nd day air, the 2nd shipped standard via UPS ground and the 3rd was still waiting for release. Obviously, according to Best Buy, the customer is always wrong. I will have to wait until the "back office" verifies that I am not lying and that my access to best buy's files is better than customer service, so that I can receive a phone call to try to solve the issue. Nice to see that loyalty to the Best Buy franchise is such a valued commodity to the company. I will have to make sure that I share this experience with all my friends and family, and to make sure that I take my business to a company that can fix simple errors without being dismissive and insulting.

Hello jymie71,
I was disappointed to read about your call-in experience to discuss the issues with your BestBuy.com order. We strive to provide a superior level of service and it's clear -- based on what you describe -- that we did not live up to your expectations. I regret the apparent confusion and inefficiency that you encountered.
In looking into your concern, I note that you called us again yesterday and accepted an accommodation for the shipping issue. Further, I'm happy to report that your shipment should arrive today.
I'm very disappointed to read that this situation may influence your future shopping destination. It's my hope that you'll give Best Buy another chance to win you over one day soon.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Poor customer service for Best Buy Elite Plus customer - A simple price match request

Dear customer service, I recentally bought Model: S29E790C and SKU: 3908046 for $599. Last week, I notice that the price drop to $549 or $559. I call in and got price match. Today, the price drop to $499. I've called back in, spent 15 minutes with the first rep, who stated they will have to transfer me to the right department. I ended being transfer to an unknown number. The second call back, I was given a confirmation #, but not email on the price match. I am disappointed and believe this should be a simple task. Can someone help me? Thanks

Hi there johluon,
I’ve been thinking about purchasing a second monitor for my computer set up at home, and I have to say, the one you picked is quite nice! If I have to be honest, I’m a little jealous. All jokes aside though, it’s understandable that you would want to get the monitor at the lowest possible price, so I’m sorry to hear of your troubles when attempting to request a price match with us. I’d be happy to take a second look into your request and see how we can help.
After reviewing your online order using the email address attached to your forum profile, I was able to confirm that you received a price match last week to the $549.99 price. As we can only offer one price match per item in accordance with our Price Match Guarantee, this could explain why you haven’t received an email confirmation stating the second price match request for $499.99 was honored. Having said this, our systems do indicate we might have set some incorrect expectations earlier today when you called for assistance, so I’ve sent you a private message to discuss this further. You may view this message by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
Thanks for posting,

Best Buy needs to reevaluate customer service.

First, let me start by saying that I have always bought all my major appliances and electronics from Best Buy, but that may change soon. On November 30, 2014 I ordered a Whirlpool Convection over the range microwave and a French door Samsung refrigerator. We had the microwave delivered to our house and it arrived on December 9, 2014 with a dent in it. So we returned it to the Avon, IN store where they reordered it delivered to the store so that it wouldn't be damaged. The new one arrived and we got it home to find it also damaged, so we returned it to the store and asked for a refund as we did not have time to deal with it at that moment. Our refrigerator was delivered on Saturday, December 13th. We were first emailed that it would be delivered between 11:30am and 1:30pm, then got a call saying 12:30-2:30pm. When it did not come by 2:30 we called and they said that they always showed it as being delivered between 2:30-4:30pm. The refrigerator was delivered at 6:00pm with no apology. When I called customer service about this the lady told me that yeah in the last year Best a Buy had been going downhill and she wasn't sure why, is that really what you want your reps telling your customers? Then 4 - 6 days later the refrigerator stopped working while my husband and I were out of town on vacation. Our grown daughter found it after it had not been working for a couple of days, everything was spoiled by the time she found it. She called customer service and tried a couple of recommendations but it didn't work and the technician recommended that we request a replacement. I immediately called customer service on December 19th and was told they would deliver a new one on the 20th. My daughter waited and never got a call, so around noon she called and they told her they couldn't possibly deliver it as they did not have it in stock. NICE! I then tried calling customer service several times and kept getting cutoff, so gave up as I was traveling. On the 23rd I spent over a hour and numerous attempts to talk to customer service, I kept getting cutoff and then having to start over the whole process. Finally I got a gentleman who was extremely helpful and my refrigerator is now scheduled to be delivered the 29th between 1:30-3:30, do I really expect it to show - NO! I then asked the gentleman to reorder the microwave that was previously returned at the original $399 price, he was checking but didn't see a problem with that. Guess what, he cut me off when he put me on hold. So here I go again, next customer service person verifies refrigerator is to be delivered on the 29th, nope I still won't believe it until I see it. When I ask about reordering the microwave for the sale price, they said no, even though I had went through the whole story with them. THIS IS ABSOLUTELY ridiculous, I am asking for a $50 price discount for all the troubles I went through and my business isn't worth it to Best Buy. I did not buy it since they couldn't give me the $50 off and I can buy it anywhere at the same price, I will take my business elsewhere. I think you all need to revisit your customer service and what you want to do to retain a valuable customer. If the refrigerator doesn't show up on time tomorrow I won't be here and I will use social media to tell my story.

Hello Zebo welcome to the forums!
I'm sorry to hear that you had a bad experience about your delivery of your appliances. Kitchen appliances are a big purchase and it sounds bad when one gets a damaged unit. Please note that your posting will serve as receipt of a Best Buy staff acknowleding your troubles, and as long as you are subscribed to this thread, if you encounter any further troubles, please post back here and let them know, you will continue to receive email notifications when a BBY Staff responds to your inquiry.
Best Buy is a little bit backed up right now considering the end of the holiday season so you may encounter a delay in an official reply from them.
Your patience is greatly appreciated and I'm hoping for the best on your replacement delivery on your kitchen wares
*******DISCLAIMER********
I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

Best Buy You SUCK at customer service

I wanted to purchase a Sony PS4 Last of Us remastered bundle online and pick it up in a store, however, none were in stock locally. It showed that it was in stock online for shipping. I did not want to ship an item this expensive to my home and have it sitting outside on my porch all day, so I wanted to order it and ship it to my local store. There appeared to be no way to do that online, so I opened a chat session with Best Buy customer service. After explaining what I wanted to do to this person, they proceeded to ask for SKU numbers and zip codes and to just repeat back to me what I had already told them, that it was not in stock locally. I HAD already established that fact. I told her I wanted it shipped to the store and not to my home and she said you cannot do that. Later that evening, I decided to check the stores in a different city where I was going over the weekend to see if it was in stock and if so, I would be able pick it up then. I was glad to see that it showed the item as being in stock and I placed an order online and selected a store for pickup. I received an order confirmed email and soon after I received a YOUR ORDER IS READY FOR PICKUP email. I was very happy that things were working out so that I could get the Sony PS4 after all because it was a last minute surprise birthday gift for my child. However, things went horribly bad soon after I read the "your order is ready for pickup" email. I was not available to answer the phone and an employee from the store that I had selected for pickup left a message on our machine stating that the Sony PS4 Last of Us bundle that I had ordered was not available and did I want to get something else instead. My child was the one that played the message back and came running asking if I was buying a PS4. Needless to say, I am irate over all of this. I had received an ORDER IS READY FOR PICKUP email, so why did I get that If the order was NOT READY FOR PICKUP?!! Why is one of your store employees calling my house and saying it's not available after I was sent the order is ready for pickup email? I am so angry over that phone call because it ruined the birthday surprise that I had planned for my child. She has been wanting the PS4 since last year and I had purposely made her believe that I wasn't going to get her one. You should realize that people buy things as gifts throughout the year and you should not be calling and leaving messages stating what someone ordered where other family members can hear the message too. Regardless of that, I never should have been getting the phone call in the first place, since I had already received an ORDER IS READY FOR PICKUP email. {removed per forum guidelines} You are the most incompetent retail business that I have ever had the displeasure of dealing with. I have ordered from you in the past and the transactions were satisfactory then. The employees at my local store to your credit are knowledgable and friendly, but that is more to do with them, than it is to do with you as an employer. You do not know your own online retail business and you do not offer customers the more secure option of shipping something to their local store instead of to their home. You cannot keep track of the true status of your online transactions. You treat your online customers like they are idiots and do not know how to search for items to see if they are in stock within local stores. Overall, you SUCK at customer service. By the way, I'm canceling this order with you. After I got the phone call from your store employee telling me the PS4 was not available, I went online and ordered it from Walmart instead and I'm picking it up at a local store like I wanted. So that's an almost $500 sale that you lost due to your incompetence. Best Buy YOU are NOT the best buy and you should STOP using the name! Your name should be IDIOTS R US!

Hello msb1107 –
I would like to apologize for the poor experience you had with your order. It’s very regrettable that we caused your daughter’s birthday surprise to be ruined. I’m sure that was not the stores intention when calling to update you of the status of your order, and that they wanted to get a hold of you before coming into the store to find you couldn’t pick up your product.
I am going to reach out to the store on your behalf to find out what happened to cause this error, and to see what can be done to prevent it in the future, as well as any options we may have to help. Please allow me the weekend to get a response from the store, and when I have any new information I will notify via private message. To view your private messages, sign into the forums and click on the yellow envelope on the top right corner of the page.
Again I apologize for anger this has caused. Please reach out to me with any questions regarding this issue.
Sincerely,

Re: Worst customer service experienmce ever keeps getting worse....and worse

I cant get anyone to explain what a HD technology fee is. They have trapped my internet service twice in the last year doing maintenance which took me over two weeks to fix both times. They were unaware they themselves caused the outage and unconcerned of the damages they causes me due to lack of service. They charge you for a streaming service and then charge you to watch it due to the 300gb bandwidth limitation. This 300 gb cap is only applied in markets where there is no competition. Their bill creeps up often charging for items that are applied to your bill but you dont have or use. Once the charges creep up....try to get customer service change or explain (in english) what the billing. If there were ANY other choice.........Illl be dropping the TV soon (ever try to drop a service) For as much money as they make you would think they would do a better job....but wait ....they dont have to.....they have NO competetion in my market.

Monopolies do as they wish. I work in IT. The field is vast and filled with people who have little deep knowledge about their field because things change so rapidly and although basic knowledge gets techs through 90 percent of their day, the ten percent they don't know makes a mess of things. Long waits for inept service and voice activated operators channeling your call to the wrong person after a long wait and then repeating the explaination numerous times is the most off putting problem. To whom should I turn when my municipality sanctions their monopoly?

Worst customer service experienmce ever keeps getting worse.

My list of gripes with this company's recent screwups is so long I'm just too tired to write it all. The short story is. My X1 package has been screwing up for seven weeks locking up everyday. Finally, I bite the bullet and call to get someone to the house to figure it out. The person comes and leaves never knocking on the door. I got a smart alec answer on the phone that they call first it's a safety issue. To which I reponded if knocking on the door is "unsafe" how is it safe to go inside? That was a completely feeble excuse. And the thing is, I called the very minute he pulled away. I was watching his truck waiting for him to tome to my door. They said he couldn't get me on the phone. I have comcast phone service. He's there for a service call. That afternoon I spent like two and a half hours at first trying to get him to come right back, but a half hour in that notion was completely gone. The remaining two hours was spent trying to get expedited service. Monday I'm calling my Aldeman to give them an earful and the city editor. I hate this company for their stupid campaign Comcast cares because Comcast has the worst service reputation of any company, and if you don;t believe it the Google search it. After waiting 5-days without the X1 package working the tech comes today--a Saturday 3-5pm appointment, is that how you care after your initial screw up?-- The tech is a know-it-all I've worked in IT 14 years and that is long enough to know he was talking out of his rear end. The first thing you learn it IT is to say you're always learning knew things and that just when you thing you've seen everything, you haven't. At one point he says my LCD TV is outputting 200 volts into the hdmi cable. It's a 110 volt TV. TV's step votage down, but there is some weird aspect to this so I have to take him at his word. I was away from home for the visit. He took two hours to install a new cable box and change a splitter. Ninety minutes after he left the box locked up again and I had to do a reset again. Interspersed over this time is my tweets online about how lowsey Comcast has been about this and the five day wait. This is now the longest time I have had to deal with a utility over a single reconnect of a service outtage fix.

I learned from a resource person in my area that the whole neighborhood has had X1 problems. I cannot use the service normally having to power cycle to reset the box when it locks onto one station. Comcast labs is set to show low signal. It doesn't show low. It's all green when I check, although there was an exception to that Sunday evening. This is approximately the eighth week of it. The freezing got progressively worse until two weeks ago I called for a service appointment. I'm kind of mad that the first tech blew off his appointment. The second appointment was five days after that. The tech took three hours to change a splitter and install a new stb. He told me LCD TV's send voltage back into the cable box and that mine was doing it, I told him I have a plasma TV. Apparently the MO for service is not good at Comcast because when an area like mine is lit up with service calls and complaints about the same and similar issues that ought to have been a red flag. I don't have much confidence in the company. You might be the best worker there. So none of this is aimed at you or any individual specifically, merely at the giant waste of time and resources that goes on and that as a customer I'm paying for that. P.S. The person who thought a profanity filter should include words like "p-i- ssed" is not worth having. If people have to jump through extra hoops to rewrite or couch their gipes in such a way that pleases your censorship, then it just turns away customer comments and eventually that has to come to something. I had to edit my content over the previously mentioned word that means upset here drunk in the UK and only in certain times are people using it literally and even then so-what!

Worst Customer Service Ever!!!!!

I bought an Air Conditioner online which kept tripping every few days. I was under the impression that it is Best Buy and the return policy should be at least 30 days if not more. I called them after 3 weeks and they refuse to take it back even if the product did not function properly. I offered to pay the restocking fee even though they sold me defective product and they refused to do that. They said that i can have it repaired but i can not return. I just don't want that product as I am not happy with its perfomance.
I think if they kept treating their customers this way, they will close soon.
Is there a CEO or someone with authority reading this and can help or should I just say goodbuy to my $600 and never ever do business with Best Buy (or should i say Worst Buy?)

Hello msurani-
I am sorry to hear that the air conditioner you purchased from us was not working correctly and that when you chose to attempt a return, you found out you were beyond our return and exchange period.
Just like you, Best Buy does expect the manufacturer to provide us with a quality product to sell to our customers. We stand behind that product generally for 15 days under our Return & Exchange Promise found here and on your invoice. We do allow 30 days for My Best Buy Elite members and 45 days for My Best Buy Elite Plus members to do a return or exchange. We would not be able to honor your request for a return on this product.
Beyond that period, you would potentially be covered under the manufacturer warranty, which generally will only allow for repairs or potential replacement. If this unit is not working correctly, I would recommend contacting the manufacturer about potential service options under their warranty.
I apologize for any disappointment that this may cause you.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Worst Customer Service at Store # 438 - San Diego Mission Valley

For the second time I experienced last night the worst customer service at any store I've been too. I don't know if the employee (Jackie) is to blame or General Management (or Corporate Training Management) but I have been so unlucky to have to speak with this person for the second time. I will describe the two experiences to see if this is the kind of Customer Service training this people get:
The First time I talked to Jackie at the Customer Service desk I was there to return a Camera I had purchase and was not happy with it. This time she informed me of the 15 days return policy (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude and with a tone of voice of are you stupid?). I had to inform her I was an Elite Plus Member and I was entitled to a 45 days return policy. To my surprise even though she went into her system and verified I was an Elite Plus Member she dared to tell me: "Maybe when you bought the camera you were not an elite plus member, so you were not entitled to the 45 days return policy". Then I assured here this year alone I had spent already over 10,000 dlls at that particular best buy store (mostly) and I was definately NOT NEW to the Elite Plus program, even mentioned I had been a Silver Member since 2009 with no stop. To my surprise again she insinuated I was a liar and said: "How can I be certain of that?"... I mean, are you for real? Do BB train people to talk this way to customers and call them liars? Why would I lie about this kind of thing? Why didn't she bother to check online when my Elite Plus Status kicked in? Anyway after arguing for a while and having to put up with her she offered the refund in a Gift Card which I said FINE, I had to get going, and anyway I usually buy a lot of stuff here, so that would not bother me. But she made me feel not welcome at the store and made me consider other store options with good customer service.
As if practially being called a liar wasn't enough, last night I had my second encounter with this same Jackie rep at the Customer Service at the same store. This time I was there to exchange a ASUS Transformer Pad I had bought in Vegas (during a trip I made there). The tablet was defective and battery only lasted 1 hour. I received the same treatment, (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude). Never explained my options or said, don't worry we will take care. She seemed so unhappy as usual and kept me in suspense to see what was going to happen until I asked her. She then said she was waiting for someone to pass by and go get a new tablet (which I was hoping for). After a few minutes somebody passed by she asked for the tablet and at the time of procesing the exchange she tells me: "where did you buy the table?" I responded in Vegas. So she said, ok well, there is a CA recycle fee you have to pay now. I argueed, I am not buying it, I bought it in Vegas and it was defective, I am only exchanging it, why am I am being now charged 3 dollars more? To my surprise what she responded was: "well, this is the way it is, if you don't like it, then go back to Vegas and exchange it there" (on a very "are you stupid" kind of voice)... Seriously I had enought and said, OK just charge my card and write your name on the receipt (which she gladly did).
I don't know if she is to blame or the Management at the Store is, but she obviously lacks people skills and definately has zero training. She knew I was an Elite Plus Member again and did not care to be a bit nicer about it. Honestly I had never experienced this kind of service anywhere before, she made me so upset I did not even want to talk to the General Manager or whatever available manager because I was then going to be extremely rude and I don't like to be that way. So I had to go home and cool down.
Then I decided to fill up the customer feed back and write about my experience, but I am also hoping to reach the corporate offices with this post. I am hoping the store gets a service audit in case you have any interest in us (customers) coming back and purchase at the store. People are moving to purchase online and there are plenty of stores and good offers to take advantage of, but I am one of those who love the store purchase experience (not at this bestbuy thought).
To finish my post I am telling you last night I had the intention to get a 4K 55" TV at the store after my exchange. Ask me if I went ahead with my 1,800 dlls purchase?

Hello saulillo,
There is never a circumstance where it is appropriate for our associates to behave in the manner that you describe. In addition, it is imperative that our representatives are informed on our policies and procedures -- such as our Return & Exchange Promise -- so that your experience is both smooth and painless. I apologize for your having to cope with such unprofessional behavior and incorrect information.
I will pass your remarks in full along to the store leadership team. It is my hope that they will use your feedback to ensure that you -- and our other customers -- have an improved experience on your next visit.
I am extremely grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

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

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Is there no way to hold the customer service department accountable when give wrong information and charged for it?

We have been loyal Verizon customers for almost a decade and have had nothing but great things to say about our service...until about 2 months ago. Two months ago my daughter moved out of state and decided to remove herself from our family plan, Before doing so, she call Verizon's customer service department to see when her contract was up. She wanted to keep her Verizon service until the end of her contract to avoid the termination fee. The service department assured her that her contract was already up and no termination fee would be charged. You can imagine my surprise when we were charged a $138 termination fee for her line on our next bill. I called customer service again and spoke with another representative (whose name I will not disclose) and was assured that the termination fee was a mistake and that I should simply not pay that portion of the bill and the charge would disappear on the next billing cycle. I did as she said and was shocked a few weeks later when I received a less than civil call from Verizon threatening to terminate my service the next day if I did not immediately pay the $138. My wife received a similar nasty message on her phone. I explained the situation to the rep on the phone, was told that the information my daughter and I received from 2 previous representatives was incorrect, and was told to pay immediately. My daughter and I went through all the proper channels to ensure no charges from termination fees, and both of us were given misinformation on 2 separate occasions. Is there any way to hold this company accountable for its mistake? I have been in sales all my life, and if an incorrect price is quoted, I have to honor the incorrect price,even if it costs me money. This is the worst customer experience I have ever had with any company, and I'm afraid that it will eventually cost Verizon not one but five long-time customers.

I shouldn't have to "chalk it up". This company, like other companies, should be held accountable for wrong information. We went through all the proper channels to ensure this wouldn't happen. I know this fee gets waived on a regular basis for a multitude of reasons. Moving nonwithstanding, I was told by two different people who had no knowledge that my daughter was moving that she owed nothing. If two different company employees tell me there will be no ETF, I will take them at their word. This should be good enough. What's the point of getting it reactivated if she can't use it where she lives now?

Unfortunately we were unable to approve your order in the Adobe Store. If you have any questions, please contact our Customer Service Department:

Can anyone assist , i have tried to buy several times and get the same back after 24 hrs

I suggest you contact their Customer Service Department as the message says. That isn't us, we're fellow product users, not customer service.

I have a disclaimer that says my Adobe Flash Player is out of date and needs to be updated. I have been trying to figure this out for 2 days, which is a waste of time, and I chatted with Adobes Customer Service department who said they can't help me

because it is a free application. They referred me to the Forum (which I have tried many times) but to me that is like a dog trying to chase the tail. I am very upset because I cannot get You Tube nor can I listen to music. This may seem trite but it is not trite to me. I pay monthly for the use of CC Photoshop and Lightroom. I will not give them anymore money for other software as they do not offer excellent customer service. I am a consumer and should be treated with business sense. Adobe keeps making a ton of money and gets away with it. They have the worst customer service I have ever experienced in my life. Shame on Adobe. I will not use the Forum for assistance. They should be paying us for learning an IT job. Obviously, Adobe is self centered because they don't consider that maybe we all have a life and cannot worship Adobe.@

I had been getting those notices for months, I finally broke down and hit the button to automatically upgrade. I was flooded with offers of new services from $10. to $49. per month - and my audio/video for Facebook, NYT and NPR are "blocked" with the advice to "upgrade " my Adobe Flash Player - for which there does not seem to be any customer support. My advice is to skip the "upgrading" if your computer works;I do not know what to do now . . .

Absolutely the WORST customer service!!! Customer disservice is more Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!! Bring back support to the U.S.!

Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!

Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service

My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Best Buy Elite Plus-Worst Customer Service Department EVER.

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