Better Customer Service, More Uniform System Online and by Phone

My Story:
All of my problems started off with such a simple mistake: the street name for my new house wasn't updated in the Verizon system. I'm a stickler for things being done right, so when I can I fill out forms online rather than over the phone so I can verify that everything has been done correct. I also chose to do self installation. I understand the reasons for only shipping to the address listed as the primary service address, but when the address is incorrect what can I do? The postal service stopped delivering to the street name Verizon presented so it was no surprise when our packages were rejected and sent back.
At this point, if I wanted my services enabled in the near future, I needed to get a local Verizon representative involved. I was told the only way I could fix it was to cancel my self install order and have them setup a new order under a Verizon install. I was ensured that the order would be done exactly as I had it, but I have had to call support at least twice a month since we setup the new order. We had to wait a week for the serviceman to show up, and he said he only had internet on his order, no TV. After several phone calls they found the mistake and setup another appointment for TV, also a week out. Then the bills started coming in. They charged us for the time that passed since my first order (which had been canceled) so I was charged for a period when I didn't have any Verizon services. Then the bundle discounts weren't being applied. Another call fixed this. I also took advantage of a promotional discount to combine my Fios and Verizon Wireless bill and receive another discount for doing that. This never went through. I kept calling and they told me to wait another billing cycle for it to become active. Never happened. I called again and finally someone told me this was never listed on my order (the second one) and the promotion was no longer offered so there was nothing they could do.
My Request
I have never had such horrible customer service and it's only further encouraged me not to trust service representatives. It should be just as easy to pick up a phone and place an order as it is to make the order online. Furthermore, if I place an order with discounts that expired the next day, I shouldn't have to lose them when I call the next week to complain that my packages never arrived. It wasn't my fault, and then to have service representatives tell me to be patient, it'll get fixed with time and then finally be told it's too late to fix it. That's cheating the customer. I expected better when I switched to Verizon.

Hi hystericallyme,
We haven't yet heard from you on your Private Support case.
As always, feel free to make a new post, so we can be sure to look into your issue and may work towards a resolution.
Thanks,
Ali Adam

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What a dumb customer service!!!! and where the heck is my payment?!!!!!!!!!!!!!!!!!!!!!!

I am so furious right now to the point my whole body is shaking and I feel dizzy!
I've been mailing out the check for $55 every month on 1st or 2nd of each month for past 2, 3 years now.
I don't get statements in mail, so I typed one page with the accountholder's name, address, account number and payment address. This check for $55 is issued by my work, so what I do every month is that as soon as I receive the check, I print out this little page with all the information, I staple the check to the page and mail out to the payment address listed under Contact Us on Verizon wireless website.
My due date is 21st of each month. As I mentioned above, I mail out the check either on 1st or 2nd of each month, which means the check should be arrived, processed, cleared from the bank, and credited to my account before my due date.
I don't have the entire record, but I can see the payment history for past 12 month from my verizon wireless online and this check for $55, although I've been mailng out on a very regular basis, it has been posted to my account very irregularly.
Sometimes, it gets credited to my account before the 10th. Sometimes, it gets credited sometime before my due date. Sometimes, it gets credited way after my due date. Sometimes, it gets cleared from the bank, but doesn't even get credited to my account. Every month, I have to closely monitor whether this month's check has been cleared and credited for this account.
If this happens to many accountholders, I would not be this frustrated.
I have a coworker who gets the same check from the work and mail out on the same day to VERIZON WIRELESS. Okay? Mark this. Same amount of check issued by the same bank goes to the same payment address by mail (same postal service). Difference? Her due date is 11th and mine is 21st. Another difference? Her payment gets credited in few days and well before her due date. Mine takes forever and ever and sometimes lands on a wrong account.
I called the customer service today to see where my check is and why it has not been cleared yet. The customer service, Jose, was so rude and raising his voice saying that it might have been the post office at fault. And then, he was asking if I wrote a wrong address or anything. Hello~ I TYPED the freaking payment address and my account number and saved in my computer. You've been getting my check with no problem for the past 2, 3 years now, so I'M SO SURE THAT IT'S NOT THE POST OFFICE WHO'S AT FAULT!!!! On top of it, I'm not calling to figure out whom to blame.
Then, I talked to the supervisor, Eric. Hey, if you are the supervisor, you should be able to give me more than the same lame lines that JOSE was giving me. Don't say that I've been mailing my check to the lockbox and you don't have the contact number. I've been sending my check to the freaking lousy lockbox and so have my coworker. She doesn't have the same problem that I have. Even if the lockbox doesn't have the contact number and a live person in, there is the department in which they process the payment, right? You should contact them to figure something out! You should provide a CUSTOMER SERVICE. What part of CUSTOMER SERVICE don't you get as a SUPERVISOR? I am YOUR CUSTOMER! and I, the CUSTOMER, hereby request a SERVICE that I am entitled to!
What did you just say? SUPPRESSING the late charges? Hey, Eric, Look!. I mailed out the check on 1st of August! I'm sure it doesn't take more than three days to be delivered from Los Angeles to Dallas. When I mailed out the check even before you generated my bill, how dare you to even mention the LATE CHARGE? It is NOT my ****** problem that you have a lousy system to process the check. You better fix the **bleep** problem.
You'd better keep your word and call me back with answers to all the questions (about irregular postings to my account, what's been causing the delay, etc) by TUESDAY.
What? Suppressing the late charges is all you can do for me? I just wasted my 40 minutes holding the call, and not getting all the answers I wanted, and dealing with non-sense ridiculous customer service and that's all you can do? You should waive my payment. You should give me like 1000 min credit.
I've been using the Verizon Wireless for almost 5 years and I'm seriously disappointed at the level of customer service you provided and the way you are handling this matter and not providing a good reason why you are messing up with my payment.

I can understand that the situation is infuriating, but the anger is misplaced. To start, it is very bad practice to not have a direct way to view whether the check you are sending had been cashed. While it gives the appearance of being convenient, you are setting yourself up for a nightmare when you do not, first, deposit the funds and issue your own method of payment. Secondly, the fact that it was not applied to the account does not necessarily mean that Verizon Wireless is at fault. You cannot determine this absolutely until you confirm that the check had been cashed by VZW, which, again, is going to be difficult to impossible because you are sending a check from a third party. The likelihood that it was lost in the mail should not seem shockingly preposterous. Matter of fact, people use this excuse because it is a very plausible scenario. It is essential to know whether the check was cashed by VZW, if it was, then they can go through the steps to find it; if, however, it was not, then it is something you will want to get reissued.
My advice is to follow the approach listed above, but, more so, eliminate the overly emotional reactions so that the matter can be addressed in a logical way.

Hi Adobe, I also have to cancel as my year's student rate was up in December and it's now beyond my budget to continue. I've tried since before Christmas to cancel online and by phone but couldn't, no one to service the call. January payment has just gone

Hi Adobe, I have to cancel as my year's student rate was up in December and it's now beyond my budget to continue. I've tried since before Christmas to cancel online and by phone but couldn't, no one to service the call. January payment has just gone through and I don't want to pay it any more. Please see to this asap.

This is an open forum, not Adobe support... You need Adobe support to cancel a subscription
-cancel http://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html
-or by telephone http://helpx.adobe.com/x-productkb/global/phone-support-orders.html

I have paid full membership 3 days ago but when i tried to open AI, PS and ID it still prompt me to enter serial no. I have talked to like 3 different customer service but still no solution and they kept asking me to wait. Someone told me to alter the hos

I have paid full membership 3 days ago but when i tried to open AI, PS and ID it still prompt me to enter serial no. I have talked to like 3 different customer service but still no solution and they kept asking me to wait. Someone told me to alter the hosts file from the forum but I don't see any hosts file from adobe, how do i alter the hosts file then? Why should I pay so much just for this kind of service? Please someone help.

I will tell you honestly. I have tried almost everything to fix the issues. I even tried to call Adobe Technical Support so I can fix the activation issue but no answer after waiting for about an hour on the line. I ask the chat but they just kept saying wait for another 24 hrs it should be updated now it has been about 4 days and no changes. I am extremely frustrated to cause I need to work on my computer. So where can I get help? they prompt me to here btw, many many times.

Very poor customer service email received back on my cell phone!

I want to complain about whoever responds to questions you post on the forum. I won't tell you the "fake"name. She sent me one email and said I sent my questions to the wrong place. I replied and told her I didn't know. Said I should have used the forum. I replied again to her email on my cell phone and said I was sorry didn't know where forum was and that she had not answered any of my questions. She immediately replied, I'm NOT INTERESTED IN THESE EMAILS ANYMORE, OR WANT TO CHANGE HOW OFTEN THEY COME? UPDATE YOUR EMAIL PREFERENCES.....OTHERWORDS "YOURSELF".
You all are there to HELP, at least I thought so. I am very frustrated and disappointed in this reply. I am going to report this to a manager if I have to!
I replied to her, thank you for not HELPING me (just to kind of be nice about it).
This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!!
Dianne

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
                                                                                Re: Very poor customer service email received back on my cell phone!
    created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
                             Not interested in these emails anymore, or want to change how often they come? Update your email preferences.
>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Bought two new phones from Verizon and can't activate either - does sprint or AT&T have better customer service?

HELP!!! I bought two new phones from Verizon stores for Christmas presents and can't activate either one. When I try to go on-line I get a message that the activations can't be processed.
When I try to call, I get a message that they have Activation support for today but long hold times (understandable) and the automated system keeps hanging up on me (not understandable).
Any hints on how to talk to someone and get these working today?

massive frustration that the phone process kept hanging up on me. finally got to chat with a customer service person (not sure how because I could never find a chat option on-line). Kari was GREAT; stayed with me and fixed what ever needed to be fixed.

Customer service does not follow through and gives wrong information

First of all, i would like to say that i USED to be a very happy Verizon customer.
Things started changing when i had to move.
I first tried to use the online move/transfer my service function. But the system did not recognise my new address.
then i proceeded to make 3 seperate calls to the customer service which in the end, still gave me the information that they did not service my new address.
I had no choice but to rely on that information given on the last call to terminate my services with verizon.
So, after giving my notice to terminate the services, i had no choice but to engage comcast. the day after comcast came to install services for me, i noticed that my next door neighbour had managed to get verizon installed in their home!
And my neighbour is staying in the next unit of our duplex.
I really like Verizon's products but your customer service is much to be desired. After 3 calls, 2 of which had said service tickets were created to help me check if my new address could install verizon services, and would call me back within 3 working days, but never called back. And the last call ending with a 3 way conversation with a technical personnel, customer service and myself, stating that verizon was not available at my location. I am so disappointed that this is what you do to keep customers. especially when Verizon definately provides services on my street.

Re Wedding
Re LaughingJohn.
Finally managed to get put through to "Priority Care" (who then admitted she was tech help, and put me through to PC!!!!!!) to discuss reimbursement/compensation. I agree with both points how misinformation is given just to get the customer off the phone so that they can take another call to keep the "call waiting" time down. They are so heavily scripted ( not their fault I am sure) that they prattle on with it and don't truly listen to what the issue/problem is. And to have 3 sets of PC Managers deal with it is a joke.
Today they offered me (drumroll please)........... 4 days reimbursement !! which works out at £3:33. I kindly pointed out the WHOLE story again emphasising the;
LIES
INCOMPETENCE
LACK OF CUSTOMER REGARD
THE INABILITY TO CONFIRM AN APPOINTMENT AS 8-1PM OR 1-6PM etc etc
As well as the £85 in lost wages for the 2 afternoons off work.
I then asked him again if that the £3:33 sounds as a fair offer, 25 minutes pass repeating my self over and over again pointing out that BT as the telecommunications company, has been put to shame and contacted more by the customer than Bt contacting the customer.
"I agree with you Mr Bardsley, and seeing as you have had a "not so good" experience (understatement of the year) I am willing to offer you £10 pounds, I am not really meant to sir, but on this one occasion I can"
I told him I was looking for AT LEAST 1 months free Infinity for the hassle (not expecting to get blood out of a stone) and was told "No sir". Can BT admit they dropped the ball and meet me half way then? and give me half price then for nexts months fee?
"because you have called so many times sir and had a little bit of a bad experience (do they think that repeating this I will some how agree that the world is flat?) I can go to half price for you sir"
Not the result I was after, but still a result.
I just don't get how such a large company can get it so devastatingly wrong.

Customer Service Complaint - Need Assistance ASAP and not getting it!

I sent in my Yoga Laptop for repairs two weeks ago. When I spoke with technical support, I was told that my laptop would be fixed within 7 business days, and returned to me. These 7 business days have since passed and I have yet to receive an update on my laptop, let alone my actual laptop. When I called to complain about this to 1-877-453-6686, I was told I would be getting a call back from customer service within 48 hours. These 48 hours have also passed and have not yet received a call. I called again today to find out what was happening and was told nothing more than "you will be contacted by them within 48 hours".
I was supposed to leave for Europe this past Sunday, and was told by the person I originally spoke to that I would have my laptop by then. Nope. Nothing. I am now leaving next Sunday and am very worried I will have to go purchase a new laptop, at my own cost, because Lenovo is unable to uphold to their customer service standards and provide me with any feedback. I am at the point of filing a complaint about the company to the Better Business Bureau here in Canada, but I feel the problem would best be resolved if Lenovo actually contacted me back. I have been without a laptop for 2 weeks now, and as a student, this is too long!!
Lenovo Customer Service, please contact me ASAP! I am not a happy customer right now and you guys have caused me way more stress than I need.
Thank you!
Andrea L.

We are listening and want to help you! I am sorry to hear of the issues you're experiencing with your door lock. We appreciate you trusting us to help keep your home secure. Our Customer Support Leadership would like to expedite the resolution of this matter. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:
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Customer service messed up my order and they won't correct delivery date

I woke up at 3am to order the iphone 5s in gold. I was the first call for the agent. Ordered but because of a system glitch it wouldn't let me confirm order. Agent said to do later in the day. My delivery date was going to be 10/14 for 2 gold phones. When I checked again later around 10am I saw that the agent had ordered me a gold and another color I did not want! Called him back and told him the order was Wrong! He said he would fix it and I would get a confirmation via email in 15 minutes. When I got the email the order was corrected to 2 gold phones BUT I would not get my phones until NOV 4th!! What!!?? I am a new customer switching from another company and the agent also changed the agreed upon phone number for my daughter PLUS he added services that I did NOT want and wasn't in the first order! What!!? So I called him back and he said he was going to get his supervisor to fix it. Nothing happened. I called again and talked to the same agent and he told me that his supervisor would call me on Monday. I never got a call. He made promises to fix it and nothing happened. I made 10 or more calls to different agents trying to fix this and no one was helpful. I am now wondering if it is a big mistake to switch carriers...... If this is the kind of service you receive and no one is willing to help fix the problem then it is very concerning. I have gotten the complete runaround. I was lied to and I was given false promises. If there is any Verizon customer service person who can fix this then please respond. It wasn't my fault that the rep made a mistake with my order and it wasn't my fault that your system had a glitch. I really have a hard time understanding why you can't fix this. If there is any doubt to what happened I have all emails and you can always listen to the rep's call with me and you will find he repeated back the correct order of 2 GOLD iphones several times........... I hope your company isn't so big that you don't care about your individual customers.

LOL... My standard advice when stupidity has taken over. The paperwork clearly backs the customer, but somebody on the phone can't see it. By taking the whole mess to a store - preferably on a busy Saturday - the employees are more likely to want to help to prevent a meltdown. Just discussing this type of mistake in front of other customers is a potential sales killer.
it has actually worked for a couple of people, which is why I suggest it.

How about some better customer service!!!!

I tried calling four times to verizon and could not talk with anyone. First an automated guy does all his questions and then when being transferred to an actual person they say no agents are available we are disconnecting. Then the fifth time I actually get transferred to someone and put on hold. Thats fine I understand but then I listen to the stupid music for over an hour. The problem I was having was that my cable was not working at all and I had the dashes on the setup top box and had already tried unplugging and everything. So if that wasnt enough I go online to get a live agent and there the same thing no one is available. I mean verizon you guys pride yourself on cusotmer service but really get your stuff together this is ridicoulous.
Unhappy customer

I agree with Unhappy Customer! When we went to bed last night after the storm passed through our area we had FIOS TV and FIOS phone service. This morning we had FIOS Internet service (thank God) but no FIOS phone service/no dial tone or FIOS TV service. Because I had internet service I logged into My Verizon expecting to get a system status message. NO system status message. So I went to the phone support web page and ran the No Dial Tone App. This ran and then NOTHING. I ran it from both IE and Firefox because I thought maybe there were script problems due to browser incompatibilities. NOTHING. Stupid me: I would have expected Verizon's No Dial App to provide a Network Outage notification. I guess they have also outsourced this to India and maybe it takes too long for the support center there to put up a network status.
I tried the Chat with Support app. Guess what? They did have time to post a message. It was that the support center was overwhelmed (????!!!) and it was SHUT DOWN! Verizon is a Telco? Give me back my analog service that never seemed to fail due to hurricanes, blizzards, or whatever.
POOR, POOR PERFORMANCE! Verizon today you made the CABLE COMPANY LOOK GOOD!
Disappointed Customer

Better Customer Service reps that know what they are doing.

I recently had the horrible experience of trying to dispute a matter over the phone with a customer service rep, which was a HUGE hassle. I had an easier time looking up the information on the internet and doing it myself because all the reps like to do is transfer from one person to the next without ever answering any questions. Are the reps even trained? It didn't seem like it to me. They were rude and couldn't answer any questions I had which is part of the reason I didn't want verizon in the first place. . . They don't make you feel like you are anything more than a dollar sign

I have only been with Verizon 1 week. Loving the service itself but the customer reps are not even medicore. Everytime I call I give the same information to a rep that passes me to another and yet another and I give the same information over and over. Then I get hung up on and no one calls me back. I have to then go through the process yet AGAIN. I try live chat and almost an hour later and giving the same information to that rep repeatedly in the same chat conversation - I am still trying to get the issue resolved. Come on Verizon get with it.

Has anyone have the problem to close Verizon wireless account? I have requested via customer service a few times already and still not be able to close it!

We tried to call Verizon customer services a few times requesting to close the wireless account since 05/12, but now we still have the account opening. We talked with the customer services, they first said that they can't close it and we have to wait until the next billing cycle, which is 06/04 to close it. This is ridiculous because we don't use it and have to pay the service until 06/04. The contract has already been passed. Other wireless carrier allows us to close it anytime and date when we want to. So, we don't know if anyone of you have any issue like this before. If yes, how do you resolve the issue? Please advise.

Thank you for the information. I click on the Terms of the agreement linked provided by you, and I see the information saying "Cancellations will become effective on the last day of that month's billing cycle, and you are responsible for all charges incurred until then" under the following topic.
WHAT HAPPENS IF MY POSTPAY SERVICE IS CANCELED BEFORE THE END OF MY CONTRACT TERM?
However, I don't see any terms for the customers who cancel the postpay service AFTER the end of their contract term! So, I really feel this is a dishonest schema to the customers. I am wondering how many customers would come back to use Verizon service again compared to other wireless carriers.

How can I be always online and my phone number is ...

Help you guys, dont know why these things are in my profile..i am always online and i can not erase my phone number, as I did not put it there, and its not shown when I go edit my profile...

Go through the troubleshooting steps under "If you see 'Waiting for Activation'..." in this article: http://support.apple.com/kb/ts4268.

HT4623 I am attempting to do the system upgrade and my phone is frozen. I need help

OMG for the millionth time, I am attempting to do the system upgrade on my phone and my phone is froze and has been for 2 hours. Can someone please help me

Try:
- Reset the iOS device. Nothing will be lost
Reset iOS device: Hold down the On/Off button and the Home button at the same time for at
least ten seconds, until the Apple logo appears.
Then the remaining items of:
- iOS: Not responding or does not turn on
- Also try DFU mode after try recovery mode
How to put iPod touch / iPhone into DFU mode « Karthik's scribblings
- If not successful and you can't fully turn the iOS device fully off, let the battery fully drain. After charging for an least an hour try the above again.
- Try another cable
- Try on another computer
- If still not successful that usually indicates a hardware problem and an appointment at the Genius Bar of an Apple store is in order.
Apple Retail Store - Genius Bar
BTW, this is the iPod touch forum

Think it time to change to more reliable device and one with better customer services..

why is there no line of communication open to apple my i5s has gone haywire and it starting got cost me money work wise !!!!!!!

What makes you think there is "no line of communication open to Apple"? THIS is a user to user forum, but if you'd like to communicate with Apple, you can do so by going to any Apple store, calling Apple support, or submitting feedback via the Apple website. How many other lines of communication would you like?
If you have a technical support question, post it here, clearly and in detail, and the many fine folks here will do their best to help.
If your phone is defective, bring it to an Apple store and they will try to help.
Posting tantrums and random venting will not solve your problems.

Better Customer Service, More Uniform System Online and by Phone

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