COMPLAINT ABOUT YOUR SHOCKING CUSTOMER SERVICE !

I thought I was making the right move when I decided to switch to Sky for my broadband and phone. Evidently not. I was given misinformation when I placed the order (aka "lied to") and I've just spent £15+ and several hours of my life that I shall never get back, trying to speak to someone, as the complaints "online chat" is always busy. Is Sky's service so pitifully bad that the volume of complaints is overwhelming them?  'twould appear so.  When I did get through, after innumerable options, security checks, reconfirming all the details I'd given them 30 seconds previously and calls mysteriously terminating, I insisted they ring me back - just as well, as I was on the phone for over an hour. And, of course, no email option. Never mind, a letter is winging its way to Scotland as we speak (cc to Ombudsman), and I have spread the gospel via social media (which, it appears, has just lost Sky three potential new customers - no wonder they have to offer financial incentives for people to join them). Come on Sky, sort it!

I'm afraid Sky will not respond to your post, as this is a customer to customer only forum.

Similar Messages

  • I was told there is no department for complaints about reps or customer service

    Is that possible?  Is there an organization as large as Verizon that has no customer complaint or resolution department?  I was told that the rep could note my comments to my file.  My question is, who, then reads it?  Do I have to call back for the next rep to get a supervisor to read my "notes".  Help, I really was treated poorly and the rep and supervisor need to be reprogrammed for "Customer Service"

    Send a email describing your experience to corporate headquarters.

  • Is there a place I can file a complaint about your service?

    Ever since I got my new phone (out of necessity as my last one broke) I've gotten nothing but misinformation from the store level to the call center level.  I've been a Verizon customer for over 10 years and I do not appreciate the way I am being treated.  I, unfortunately, just restarted my contract but I will gladly look into one of the other phone companies that offer to buy the contract out the second my account is up to date.
    I'll try to make this short but when I bought my phone(yes, from a Verizon store not a retailer) I was told by the salesperson in the store that I could pay for some of the phone then and have the rest put on my bill.  I then asked could I make payments on it they said yes just call customer service(first piece of misinformation) If I knew then that that wasn't true I would have purchased a cheaper phone. 
    When I called to arrange payment lo and behold I couldn't...because my bill wasn't past due.  I was on the phone for 30 min trying to figure out why someone who has a past due bill gets preferential treatment over someone trying to call before hand to prevent a delinquent account.  Ok, whatever, I paid what I could on the due date, was assured that as long as I called after it went past due I could make payment arrangements.  Called today to make a payment plan and find out that to Verizon making a payment plan mean to post date a check.  I assumed it meant that it would break the payment over a few months. (which, by the way, Verizon used to do some years ago.) Now I'm in danger of losing my phone services if it's not paid in full by the 7th. 
    I'll have it paid but I'm truly annoyed at all the misinformation verizon employees dole out on a daily basis. 

        I'm sorry you feel you have been mistreated fedu2396. We do our best to make sure you have the option to make payment arrangements when you're past due so that your services are not suspended. If you're not past due, there is no reason for us to make payment arrangements. Our system won't allow us to make the arrangements on a current account. Also, did you get a receipt for your purchase? Did it state the entire amount was charged to your bill? I'm sorry the information given to you was not fully explained in detail. Please let us know if you have any other concerns. I hope you stay with our family.
    KinquanaH_VZW
    Follow us on Twitter @vzwsupport.

  • Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

    After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon.  I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums.  This seems to be an ineffective place to make such statements.  With that said, I write this post with little expectation of satisfaction in remedying the complaint.  In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction.  Consider this post an indication of one such dissatisfied customer.
    As background, I have been a steady Verizon customer for about 12 years (give or take a year).  In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments.  I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories.  The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon.  My first Verizon phone was the Motorola V60i - top of the line at the time.
    Recently the credit card I have on file for auto payment expired.  I knew it was going to expire and updated the account with a new card as soon as it came in.  Apparently this update did not stick.  About two weeks ago, my wife began getting phone calls from Verizon.  Each time they called it would be from a different out of region phone number.  Each time an automated voice would leave a message about "changes to the account".  The calls increased to about 5 per day with several text messages throughout.  The first red flag is that her line is a secondary number, whereas mine is the primary.  If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder.  They did not.
    This continued for about a week.  The calls and the texts would come during working hours and into the night.  I called one of the numbers back.  After pressing # to do this and # to do that, I was given a choice.  Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately.  Since I had already paid the bill, I pressed 2.  The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement.  Failure to pay the bill would cause an interruption in my service.
    My problems-
    1. Verizon should  not call a secondary number to discuss the bill.  Luckily the secondary number was my wife's.  What if it had been a teenaged child?
    2. Verizon should not engage in such harassing techniques.  I have been a loyal customer for over a decade.  A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately.  It went too far for no reason.
    3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
    It is for all these reasons that I am dissatisfied with Verizon currently.  I am not currently under contract and I am shopping for another provider.  While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything.  Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this.  After all, a simple call from a human in the first place would have corrected this.
    My question to the rest of the forum is, "Am I the only one in this boat?"

    JonathanK_VZW,
    First, thank you for taking the time to respond to my statement.  I appreciate that you took the time to do so.
    However, I don't think that your response addresses my concerns.  I thought I had paid the bill as explained above.  Your financial department acted in a harassing manner by contacting a secondary phone number on my account.  Not once did anyone or any automated communication contact my number, the primary account holder.  The calls were as many as 5 in a day with several text messages.  The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information.  In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
    Luckily, the secondary number your financial department decided to contact was my wife's number.  Had it been a child's phone this complaint would have a completely different tone.  However, any number of other customers may not be so fortunate.  You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice.  That answer only makes sense if you attempted the primary account holder first.  You did not.  Not one instance.
    You  mentioned that the volume of your customers prevents you from giving each one personalized service.  I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered.  May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself.  The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem.  More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
    Again, JonathanK_VZW, I do want to thank you for taking the time to respond.  That is sincere.  I did not expect Verizon to respond.  I would like my concerns to be passed to your supervisors and then to their supervisors.  I believe my points are valid criticisms of Verizon's current customer services.  I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent.  I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
    To the supervisors:
    Any productive organization has to develop strategies that manage the work load while maintaining quality.  Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times.  Effectiveness and quality are lacking.  It is time to develop a new strategy - a working strategy.  Your customers would appreciate it.

  • Where do I complain about Indian iPhone customer service?

    I really don't know where I'm supposed to complain the handling of customer service in India.
    Let me explain the situation and perhaps someone can send me to the right place.
    My housemate's sister bought an official Vodafone iPhone 3G in August. Last week, it stopped working. No Service, no matter the SIM card. I told her to give it to me for a couple days, let me update the firmware and see if that doesn't fix it.
    It didn't fix it. Clearly a hardware problem. Never hacked or anything. Just stopped working, flat out.
    So, she took it to the place that she bought it from. She no longer has the receipt, so they wouldn't help her. It's CLEARLY an iPhone 3G, so it's CLEARLY under warranty (since the phone came out less than a year ago). But, still, they told her to go to Vodaphone and have them repair it or replace it.
    Vodaphone, wouldn't budge without the receipt, even though it's CLEARLY a Vodaphone iPhone and, again, CLEARLY less than a year old (and, therefore, still under warranty).
    So, I called Apple support, the number printed on the iPhone box. They directed me to another number, which nobody answered. I called the first number back; they gave me a third number which didn't work at all. I called them again and they gave me AppleCare's number.
    Now, I thought, we're finally getting somewhere. Apple will surely be able to rectify this.
    "Press 1 for iPod, Press 2 for iPhone." I pressed 2. I got a message saying "Please contact your service provider for iPhone support" and promptly hung up on me.
    So, I called the first number again, and they gave me yet another number (corporate office, I guess) that also told me to call AppleCare. They said I had to press 9.
    9 was not an actual option.
    I finally got through to someone when I called AppleCare and pressed 1 for iPod. I complained and complained, after which they told me they'd transfer me to the iPhone department.
    Why can't you access the iPhone department directly? Because it's not actually in India; it's in Brisbane, Australia.
    The guy I spoke to in Brisbane informed me that Vodafone must honor the warranty since it is obviously a Vodafone iPhone (it only activates with a Vodafone SIM and rejects all other companies), and is obviously less than a year old. Apparently, they are responsible for service.
    However, to be safe, take a photo id, he said, since you can't find your sales receipt. It shouldn't matter, though, he said.
    I wish that someone would tell Vodafone that, though. They refused to honor it because:
    1) They couldn't find the IMEI (I wasn't there to throw it in their face, both on the box and in the Settings>General>About). They only know to look for it on the SIM tray (which had been replaced way back in August because it was loose)
    2) When they found the IMEI on the box, they couldn't find it in their computers.
    3) They couldn't prove it was a Vodafone iPhone (again, I wasn't there to show them how it reacts with any other SIM when connected to iTunes. That's proof enough that it's Vodafone).
    My housemate went to the largest Vodafone in Mumbai (Peninsula Chambers) and the manager refused to speak to her (he wasn't in the store, only on the phone. However, he refused to talk to her even when speaking to his lackeys for twenty minutes).
    This is a 16GB iPhone, retailing for the equivalent of $700 US (Rs.36,100). The phone is under warranty and never been hacked or tampered with. And yet, no one in this country will honor its warranty and take care of it. Not because of anything but sheer bureaucracy and ignorance.
    I mean, seriously, they can't even tell it's a Vodafone iPhone? They can't find the IMEI that's PRINTED on the box and in the Settings?
    Who do we talk to to get this iPhone repaired/replaced? $700 is a lot of money for a phone that should be covered under its warranty.
    If you could direct me to an email address/phone number both at Apple and whomever at Vodafone to rectify this, the help would be unbelievably appreciated.
    Also, if someone at Apple can step up the quality of customer service in India for Vodafone and Airtel (it's the same phone number for each provider), please do. Airtel cannot even call the AppleCare number (it's an 800 number which can only be accessed by landlines and Vodafone customers. I've had this issue when trying to repair my MBP), let alone get through to anybody to fix anything.
    thanks.
    Message was edited by: SethBurma

    Right. So you're telling me that Apple has left someone in charge who is totally screwing their customers' experience and no one at Apple will help reign them in and set them straight?
    I guarantee you that she's not the only person who's had this experience and it **** well sours me from buying another iPhone if I know it won't be taken care of if something goes wrong.
    I've posted this to let Apple know there's something woefully wrong with their partner and to get that fixed as well. I know Vodafone is the one I'm supposed to deal with; I just want that to be improved.

  • How and where to file complaint against Verizon's customer service?

    I hate it that I had no one to give my business to other than Verizon in my area. 
    I've had Verizon in early 2000s when FiOS was first available in my area, but the speed sucks so I was better off switching back to dial-up. 
    Many years have passed so I thought I would try Verizon again as I've heard good things about them. I signed up for the bundle service in 2012, and it's been an internet living hell when you're paying $140 every month and had to struggle daily to get connected onto the slow internet that takes 3minutes to load Google search page if you're lucky (my plan is 50/25). 
    I've had no internet connectivity on the 2nd floor of my house and I've contacted Verizon many times about it. 
    First time I'm told the router they provided could cover 100K range, so the problem might be the internet speed. I naively believed them and upgraded my service and got myself locked for another 2year nightmare. 
    Second time I contacted them I'm told their router could only provide good connectivity if you're within 20ft range. Intersting enough the tech who first installed the modem placed it at the farthest corner of the home that's tucked away from the rest of the house. I already told him that the internet sucked when I had Verizon FiOS when it first came out, but he said let's try place it there. So I think it's only reasonable to have Verizon to send someone to check and see if relocating the modem would solve my problem. The rep told me that can be done at a $154.98 service fees, all the same time does not guarantee that the internet issue will be fixed. 
    The online customer service person I spoke to has shown no regards on HELPING me to SOLVE the problem; she sounded like she just wants to set up an appointment, collect the service fees, and be done with me. This is not the kind of customer service I expect from a respected carrier. I'm just a frustrated user who wishes the service provider could provide some kind of assistant on helping me utilizing their product. The customer service reps I spoke to has reflected poorly on Verizon, and it certainly tells me you guys don't care about your customers since I'm already trapped in a crappy contract, which you'll get the monthly fee or the termination fees, one way or another. Also, your reps are giving out conflicting and false information. And I'm left on my own to figure out a way to deal with this internet mess. I will be an advocate on the bad experience I've had with Verizon, and as soon as other companies start offering high speed internet in my area, I'll switch in a heartbeat and encourage all my neighbors and friends to give their business to someone who might care a little bit more about their customers. 

    I feel your pain. That is why we left them ............could not stand the poor customer service either. By the way, we have netflix. Although we had the step up internet connection, netflix was frequently buffering, ot the point that it was not watchable. When we switched over to a known long island competitor, netflix operated like a rocket. So that means I was paying for faster internet connection and getting much less than  I paid for.
    Good luck. 

  • Does Verizon Wireless care more about sales or customer service?

    I have a new BlackBerry Q10 and have been back to the Vestal store twice for questions.  Perhaps I'm naïve to believe that they want to help me with a phone that is not "cool" to all the young people on staff. I went in with a simple question and was given the 800 number they call.  The young woman who helped me out had too many potential customers to call herself.  As a result, I came home and spent 45 minutes on the phone with Verizon Customer Service, Blackberry in India and finally Blackberry in Canada for a very simple fix. 
    The question was why is my Q10 changing SMS texts to MMS for no reason.  The Verizon personnel don't know enough about the phone to help.  I don't know why BlackBerry doesn't drop them.  Well, actually, I do.  It's all about the money.

    Thanks for reviewing my post and your comments.  Yes, I knew that multiple messages and pictures were sent in MMS mode.  What I didn't realize was that the "chat" as it's called, has to be deleted in order to stop sending all messages to one of the recipients in MMS.  Other people with the BlackBerry Q10 were also having this problem and had posted on Crackberry.  There were no answers at that time.  I posted one myself after I found out how to solve the problem.  Compounding my problems is that I have Time Warner Roadrunner as my email.  Every time I download a new suggested software update, I have to reset my pop server info.  So I have Verizon as my provider, Time Warner as my email, and Blackberry to solve all the other problems.  When I first got the phone, I called BlackBerry and they refused to talk to me, referring me to my provider (Verizon). 
    I also believe that a certain amount of "profiling" goes on in the Verizon stores.  I'm a gray haired woman and don't fit the look of the young men usually working in the stores or the preferred customers that can talk music downloads and social media apps.

  • Shocking Customer Service...

    I have had my Xperia Z1 Compact for less than a year, and in this time it has been in to SBE Ltd for repair three times. The first time was to repair damage caused after the phone had been used in water with all the ports firmly shut. After this first repair the vibrator motor was loud and rattly, as if loose, and the back panel was also slightly loose and creaked when pressed. I sent the phone in again to have these issues repaired. A month ago I again used the phone underwater with the ports firmly shut, and again the phone was damaged and had to be repaired. I sent the phone back to SBE Ltd for repair. A week later the phone came back with what appears to be a damaged LCD screen. The screen has several small bright patches towards the bottom left, and at certain angles a straight crack of backlight is visible running right accross the screen. Additionally, there is a piece of dust inside the camera lens which can be seen as a large dark patch on photos. I contacted Sony to ask for a replacement phone, as this one has clearly never been waterproof, and I am thoroughly unhappy with the 'repair' service I have received from SBE Ltd. I had to call twice and email in some photos of the damage. Four days later I was contacted, and told that my case had been transferred to the offline escalations team, and that I would be contacted in 3 to 5 working days. Two weeks later, and still no reply I emailed telling them it had been two weeks and I hadn't heard anything. Today I was finally contacted, nearly three weeks after my initial contact with Sony. The reply from Sony simply asked me to send my phone back in to SBE Ltd for repair. Two phone calls, several emails and three weeks, and this is all they can come up with. Now I am faced with the prospect of sending my phone in to this useless third party repair company yet another time for them to execute another substandard repair. Who knows what issues it will have when 'repaired'. Having come from Apple, with their excellent customer service, I am left totally disappointed by Sony.

    Sent off my phone for the third time for a repair on the 30/06/2015, on the way back the courier misdelivered the parcel and I am still waiting for another phone. It is a nightmare still happening and don't know how to get through. I keep contacting because if didn't I wouldn't have any updates from them, but everytime I call, there is always some news, something that I wasn't told earlier and that puts back the delivery of the new phone (actually refurbished). When they are good news it is because no news, at all. Since I reported the misdelivery have already passed 17 days and up to now I don't know when I will have my phone, for which obviously I am paying each month.Everytime I call an agent promise that the problem will be sorted out soon (...soon when?) but nothing happens, no timeframe no clear information, they make up things or avoid to give any information and if I ask them to send me an email with what they have just said but they refuse to do it. I ask for terms and conditions and they say that there are not.The escalation team doesn't care at all and keeps hiding behind the agents. At some point, eventually, someone from the the escalation team called me back and after our conversation he followed up with me and in his email he insinuated that "I am denying" to have received the parcel, although it is clear from the tracking that the name of the person who signed for is not my name. Even a child would understand that straight away.I'm trying to keep calm but it is almost impossible. I have enough, I'm exhausted. I feel messed around, fooled. It is shameful! I've got the feeling that I'll need to seek for legal assistance. I will never ever have a Sony phone again and I'll be very carefull from now on with any other of its products.

  • Complaint about your customer service for warranty

    Hi, My case number is 8005220794. You received my laptop on 7-14 for repair under warranty. I call you guys several times. I was told that you have no repair part. After all, you told us you were going to refund. Again I had to call the customer relation specialist several times. We always had to leave messages. When he called back first time, he didn't want to work with my wife. I'm busy like you. I can't take a random call while I'm working.Second time, he asked a print of receipt, and I sent it. Last time, you called us to ask about the dealer name/phone number. And, I'm tired now. I'm not sure how long this will take more to settle this case down. Is there anytime line or something? or should I wait for months or years??

    Ian,
    We have one of the best customer relation specialists on your case. As soon as he receives the information requested, he will be able to move forward to resolve this case. Please let me know if you require additional help.

  • 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

  • IPhone 4S speakers not working on calls and Apples shocking customer service

    Today, just three weeks after buying my brand new iPhone 4S the speakers completely gave up for making and sending calls and on speakerphone the interference is painful. After an hour in the Orange shop I had to go home and restore the phone on Apple's instructions. Predictably this didn't work - why would it?! So I call Apple again and I'm told they'll give me a replacement and I have three options -
    1) I post them my phone and I get one back from them SEVEN days later. Told them I can't go that long without a phone so we move to option 2...
    2) Go to an Apple store. I live in Edinburgh - nearest store is 70 miles away in Glasgow!
    3) They send me a new phone by UPS and pick up the old one but, and this is the good bit, they want ME to pay £29 for the privilege!!!!
    A three week old phone and rather than bending over backwards to apologise and make it right they think it's OK to ask me for money! So thanks to the teacher's strike tomorrow myself and my son are on a day trip to Glasgow just to get my iPhone replaced.
    This service is as bizarre as it is appalling. If it had been any other phone such as the Samsung Galaxy SII I so clearly should have got then I'd just have been given a new phone in the shop I got it in. But no, not with an Apple. This is my first experience of Apple, my first iPhone. I have a two year contract but I have  VERY long memory.....

    I'd go for door number 2.
    FYI, there's no one from Apple here to listen to your complaints... http://www.apple.com/feedback/iphone.html

  • Dear Adobe.  Your useless customer service is why I will never choose to purchase another Adobe product.  For $200, I get to read tons of other users questions, Yay!

    Last time I try your "help"

    Since this is the only message you have in your history it appears to be the first time you ever tried to get help thru the forums.  You should try posting a question that explains your problem so that someone might be able to offer help.

  • How can I file compliant to Customer service or about Customer service?!!!

    Dear Verizon Manager,
    I am writing to you file a formal complaint about the Verizon customer service, and to request the refund regarding my Internet service of Verizon FIOS (Account No. 6703004253) for March 2013. This internet service was meant to be cancelled on 25 February 2013, but was not successful, due to errors by Verizon, until 14 March 2013.
    I am a client of Verizon FIOS (Internet + TV) since January 2010. Due to the recent move of my family, I cancelled the service in my old place separately. I had successfully cancelled the TV service on 15 February 2013, prior to the move. And after I moved on 23 February 2013, I called on 25 February 2013 to cancel the remaining Internet service.  
    The associate on the phone told me that the Internet cancellation would be effective 26 February 2013, i.e.. the next day. He said I would be receiving a prepaid stamped box, and had to mail back the wireless router. A few hours after the call, I still did not receive any email confirmation, so I logged on my Verizon account and saw the service page showed “unable to retrieve your plan details” – therefore, I assumed that the cancellation was successful.
    The said prepaid stamped box was also never received two weeks after the call – I had to come back to my old place several times to check.
    On 14 March 2013, I noticed that my credit card has been charged $61.33 by Verizon in March. So I called Verizon at 1-800-837-4966 on 14 March 2013 at 18:01EST to seek clarification, and was informed by the general customer service that the cancellation was never recorded in the system or processed by anyone!! He said the cancellation would be back dated to 26 February 2013 and refund will be proceeded, and then transferred me to your “discontinue service department”.
    From there, I was speaking to the associate named Brennan, who insisted that I never called on 25 February 2013, nor there was no records showing that the cancellation request was received, and therefore refused to back date the cancellation to 26 February 2013 – even I had my call phone record in front of me, which indicated that I called Verizon at 1-800-837-4966, on 25 Feb 2013 at 12:57 EST, for 8 minutes!
    Brennan went ahead to cancel the service, but did not refund the charge in March, and simply saying that I only called and cancelled the service on 14 March 2013, therefore, no refund whatsoever.
    There would be three reasons why my record did not show up: 1) I did not call on 25 Feb; 2) your associate did not put in the record after the call; and 3) your system failed. Basically, your associate Brennan was implying that I am a liar – I never called on 25 February 2013.  
    I find this insulting and unacceptable. I requested to speak to her supervisor / manager, and was refused and told that there was no supervisor or manager on duty. She said she will inform the supervisor to call me within 24 hours after this call.
    I hope your company record customer service conversation, and you could find the record of my call on 25 February 2013 at 12:57 EST. I don’t know why the Associate I spoke with that day failed to cancel the service, or why you system failed, but again, I find it totally unacceptable that Verizon’s customer need to be punished for the company’s negligence. I also find it insulting that your associate, Brennan, make conclusion without proper investigation or evidence.
    FYI – for the reason I stated above, I have disputed the charge of $61.33 with my Credit Card Company. 
    I and my family have been a loyal customer of Verizon, as we admire your customer service (in the past), and your job well done to drive away customers. Just after the move, we continued with Verizon FIOS and my husband ordered the internet and TV service immediately.
    Now I have a second thought. I guess we should be using the company who appreciates our trust.
    Look forward to hearing from you on the way forward.
    Regards,

    Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".
    There 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.

  • Poor Customer Service, Phones, and Edge

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    Adam
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    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

        AdamPetrasek,
    I am sorry you feel this way about out customer service. We want to leave you a good taste in your mouth after every experience. The Edge is a great offer for those, such as myself, that like to keep up to date with the latest and greatest devices. I know the thought of turning in your previous device can be troublesome but it does provide you with the opportunity to take advantage of our great Edge program. I see you mentioned the $10 discount towards the plan if you participate in our Edge program. There is also an option to receive a $20 discount towards our More Everything plan if you have 10GB or higher. If you have any concerns or questions regarding the Edge program we would be happy to further assist you.
    LindseyT_VZW
    Follow us on Twitter @VZWSupport

  • Numerous customer service issues from large purchase last night

    Hello.
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    Hello Mr_MacPhisto,
    Welcome to the forum. Our trade in promotions are a great way to upgrade your gaming technology. I can understand you wanting to take advantage of the gift cards, coupons from the trade-in, along with a price match. I was disappointed to read about your poor customer service experience when you called our support line, and I truly apologize for the frustration this may have caused. 
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    I hope this helps clarify your concerns, and please do not hesitate to let me know if you have any further questions or concerns. 
    Regards, 
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

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