BT Customer Helpdesk only knows how to lie.

Hi,
I am here to report something, not sure if this is the right place. Long story short (going to try my best).
On the 4th of this month I transferred my BT Infinity to the new property, engineer did poor work and told me that I would get good signals in the first floor. He placed the modem in another room, way too far away from the socket.
2 days after I report this, so, until the 11th nothing gets done.
Then this guy called 'MOHAMMAD' who was the floor supervisor reports this as a 'poor workmanship', now, he does report this or does not, I have no idea. Tells me to wait 4 days, nothing been done, calling them several times and nothing, then I speak to 4 different Managers (I do have their names), all promise me that they are taking over the case (Lies) and I should wait 2-100000Billion years, once the wait is over, I call them and the other person takes over.
Recently I spoke to someone named Victor (sounds like a fake name) who tells me that he is from a priority broadband helpdesk, he has the super most authority and is not FROM LEVEL 1 helpdesk, next day (today) Linda from TS helpdesk tells me that he was lieing, then someone tells her to switch the PHONE OF (because she had given out too much information). All this time, everyone told me that OPEN Reach will get back to me soon (first guy told me that they should get back to me in 4 days, no answer by the 9th, funny how its 24 and yet after speaking to many LIERS, haven’t got a single reply yet).
Since, I had moved into the new property I was looking forward to get BT Vision, now, I seriously doubt that I will stay with BT any longer. It’s always been a poor service from BT, when the BT Infinity was new, the engineers didn’t have a **bleep** clue, today, they still don’t. As a trialist for many of the BTs products which are yet to come and have, I am very disappointed.
The only reason I have actually come here is because the other places have liars. Thanks for your time; hopefully, someone here might be able to help.

I wouldn't say they lie - certainly the interpretation of data is vastly different!
I have had a nightmare transferring a phone service from Orange to BT - the error started from the first agent placing the order wrong, subsequent agents trying to place other orders and not one of them cancelled the other off! It has taken 2 weeks to unravel the mess, finally getting my old number back today.
There is still an account error but that should work through. All this was sorted out by the complaints department with one named contact who kept me upto date with what was being done and why.
Unfortunatly for whatever reason BT Retail's system is not user friendly and doesn't link very well with WLR3. As a BT trialist as well I've had my fair share of issues.
My advice is keep calm, keep notes and don't expect everything to work in one day, sometimes it just can't!

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Anyone know how to reach someone in customer service who will not out and out LIE to us?

Just so frustrated right now... in the near week since my husband's iPhone was stolen, we have spoken to four different reps and three so-called supervisors. Each one has either made the problem worse or actually lied to us. Does anyone know how to reach someone at Verizon who will help us? We have three iPhones with Verizon and are ready to leave for AT&T.
So far, this is what we've had:
1. As we were tracking the phone with the police to get it back, Verizon tech support advised us to wipe the phone because we'd still be able to track it. WRONG. Phone lost forever. Verizon clearly does not understand what "wipe" means on MobileMe. What they should have said is, "We don't know for sure, so don't wipe it."
2. Rep transferring my husband's phone number to a backup handset transferred MY number to that phone, deactivated MY iPhone and reported it as stolen. When they were trying to fix it, we were assured that our unlimited data plan would not be affected. WRONG. Reps are now refusing to give it back.
3. Next rep advised us to get insurance on the phones because if anything happens, they are replaced for free. WRONG. $199 deductible, which we found out from the next rep.
4. The supervisor we spoke to yesterday said she would pull the tapes from the call center, review them to make sure that IT gave us the wrong information, and then call us back the next day with a discounted rate on a new iPhone. She gave us her name and direct number... both of which were bogus. The number goes to a media specialist at some public school. Subsequent reps have told us that there is no way anyone at Verizon would say that.
5. We have been promised three times that a supervisor would call us within 24 hours... almost a week later, no calls from anyone.
So if anyone has any leads on how to speak to someone who will make this nightmare go away, please, please, let me know. Thank you.

feochadan wrote:
Thanks to this board, my problems were solved! This thread can probably be deleted.
The point of this board, being a peer to peer forum, is so that people can learn how to resolve issues that others have already gone through. Please let us know how it was resolved so that others in the future with the same issues can be assisted.

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
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I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
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So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

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Hi Florence2014
I'm so sorry your having issues. Unfortunately there isn't an email for global support. The only way way to reach them while traveling is to call them at 908-559-4899.
JoeL_VZW
Follow us on Twitter @VZWSupport

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