Complaint Escalation

My iTunes account has been hacked into by Chinese. My account is now in Chinese.
iStore wants me to create a new account and insert a new credit card to pay off one of the fraudulent purchases. I can not trust iStore with my data - but the Senior Advisor says this is the only way - and he will repay my 'purchase' I do not find this a satisfactory solution. He says the problem can not be escalated - but I want/need to do this - can someone help as I can not find any addresses for Customer Relations other that Corporate - and no email address.

i am in the exact same boat.  i am a sheriff sergeant, and i have been with vz for years!  i switched to the "more everything" plan...and it has been "more of a headache" than anything.  two non return device fees added to my account, and i have returned 5 fives.  three they cant find, one they sent back because it was late, and one they kept (the nicest of the bunch that was mailed the exact same time).
there "customer service" folks obviously don't know the definition of that phrase, and "andrew" supposedly the "Manager" told me they would refund the amount of the one phone they kept, but not the other.  i told him i was dissatisfied with the outcome and wanted to speak with someone above him.  he said "the problem is resolved."  i reminded him that i was the customer, a good, long term, always paying customer, and i did not think it was resolved.  he assured me that it was.  i demanded he direct me to his supervisor.  he said it would take a "call back" in 72 hours.
i will be returning all phones, paying my actual usage charges, NOT THE BOGUS FEES, and i will take my long term, 280 dollar a month bill to AT&T.
the higher ups in the company should realize the subordinates don't have a concept of what it took to build an empire like verizon has become.  but like every failed business before, verizon will collapse if they do not get back to basics of "Customer Service."

Similar Messages

  • Escalation in Service Ticket

    Hi guru,
    what is "escalation" in Service Ticket?
    As you implement?
    Thanks a lot.
    Virginia

    Hi,
    I haven't tested it , but escalation in Service Ticket will be similar to any other escalation(like complaint escalation) where we can change the employee responsible as well as responsible group based on certain pre-defined rules and set of conditions.
    The rules and conditions are defined by IC managener in Rule Modeler and when we click on escalate, if the service ticket satisfies the conditions defined in the rule, then the responsible employee and responsible group  field is changed according to the rule.
    This scenario can be used when a call center agent doesn;t know what to do with the service ticket and simply escalate it so that it is assigned to proper group and employee based on the service ticket data.
    Hope it helps!
    Regards,
    Rohit

  • EE is committed to providing excellent "Customer Service"

    I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
    She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
    I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
    Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
    After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
    On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
    On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
    The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
    When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
    I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
    Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
    I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
    I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
    I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
    Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
    The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
    This was easily the worse Customer Service experience I have ever had in my life.
    8th July 2015

    Hi ,
    I am very sorry for all the problems you have stated in the post.
    Can you advise me what the query was? I will try help as best I can.
    Thanks.

  • 500GB Hard drive failure - for the 4th time

    Ok, So i bought a macbook pro from Apple in about may 2010. It is a 500GB Serial ATA Drive @ 7200 2.66GHz Intel Core i7 GB 1066MHz DDR3 SDRM SuperDrive 8X DL.
    Since then the hard drive has failed 3 times and now it has failed for the 4th time this morning.
    I've complained to Apple and other than being made to feel like I'm the one causing a nuisance - Apple have told me repeatedly that my experience is unique and there are no known issues with their 500GB drive.
    Has anyone else experienced drive failures?
    Jason
    I'd be interested in hearing from you: [email protected]

    This sounds to me more like the problem may be with the interface between the motherboard and the HD.
    I'd be strongly inclined to insist on a replacement MBP as you're still in warranty.
    At the very least, get the complaint escalated beyond the shoploor level.

  • Standard way of Handling Escalation process in CRM Complaint Management

    Dear experts,
    What is the standard way of mapping Escalation process in SAP CRM Complaints management?
    We need to escalate the complaint to next level if it is not resolved with in the a specific time.
    How can we configure this scenario in SAP CRM. Please help me to solve this issue. Your help will be highly appreciated.
    Thank you
    Raghu ram

    Hi Arup,
    We are setting up a Complaints Mgmt system for our client.
    They have a very standard process of handling complaints.
    The complaints are created in the system and assigned to a CR Agent. The CR agent then forwards to the respective department for investigation. Once the investigation is compelete the department sends it back to the CR who then decides whether the Complaint is justified or not.
    If it is justifed and there is a money refund involved then there is a limit to what the CR agent can approve. If its more than his limit somebody from higher authority needs to approve it. My quesiton to you is:
    - How is the complaint assigned to the CR agent. Do I need to replicate the Org strucutre from HR into CRM? If yes, then once I have the org structure where do I do the CR assignment?
    - Secondly how does the CR agent assign the complaint to other department for investigation. Is this through CRM Complaint Activity or there is another way for it?
    - Third once the investigation is complete and the required department needs to send the feedback how will this be sent back to the CR for making the final decision. Is there a workflow?
    - Finally how can we setup the cap limits like if there is a money refund to the customer from the complaint then if the the amount is between 0 and 500 a CR should be able to approve it, if the amount is between 500 - 1000 the manager should be able to approve it, how can this be setup?
    Many thanks
    AA

  • Escalation in Complaints process

    Experts,
    What is the standard way of Escalation process in SAP CRM Complaints management based on the categorization (category modeler) ?
    If I classifies the complaint in the category fields, how can I assign the Complaint to the an specific department or responsible for approval and analysis of the problem ?
    regards,
    ahm
    Edited by: ahm on May 7, 2010 10:09 PM

    Complaints Category
    Hi Exprets,
    I created complaints 1 level categories by using SAP standard complaints object.
    1. Defined catalogue (overview of damage/ defect/reason)
    2. Created code group and codes (released)
    3. Created code group profile
    4. Assigned code group profile to subject profile. (zcom)
    5. Assigned subject profile to transaction type ZCOM
    6. Mapped transaction type to catalog and categories (ZCOM/ overview of damage/ defect/reason)
    7. Created schema
    8. Assigned application area (Application ID (Complaint- Parameter (Subject Profile) Value (ZCOM)
    9. Created category Hierarchy
    10. Released the schema and made it active.
    11. create transaction and choose category 1, category clears out and comes up with    message (category could not be mapped to a code?)
    12. Choose category 2 category 1 appears by default.
    Is this how the schema works for complaints?
    Appreciate your assistance in advance.
    Kind regards
    DJD

  • Escalating Complaint about my unrepaired Lumia.

    In short my 920 won't wirelessly charge, after taking it to a care centre who shipped it off to wherever and then waiting nearly three weeks the phone was repaired. When I went into the shop we tested it there and then and lo and behold the phone had not been fixed at all. After discussions via live chat/e-mail and telephone not one operator can/will give me any information regarding what was done with the phone and why it wasn't repaired they all tell me I have to send the phone back again.
    To sum up I want to know if anyone has any experience getting any sort of response from someone higher up who might actually provide answers. I am aware that this might not be the place to expect an answer from anyone at Nokia but frustration with their system has led me here.

    and yet more issues with Nokia Support...   I say support, really its the department that says send in phone, and we'll post it back to you untouched.  Have sent the 920 back with no signal 3 times now. Each time comes back saying fixed, yet within 30 seconds of powering on, its obvios it isnt.,  I have more than one Nokia 920, so I know what should happen, and what shouldnt.
    The 4th time, the phone comes back as unrepaired.  I call and ask why.  The first excuse is that the phone is physically damaged. Not true - all nice and shiny to me as I hold it in my hand.  Nokia insist its broken, even when I tell them I HAVED THE PHONE.
    They later try again saying its blocked by my network operator - I check and it isnt - a fact support by the fact that occasionally I can make calls from it!
    Each day this week, i have called support - tell the story - wait on a call for 45mins plus, have them go through each of the lies above, then be promised call will be escalated and someone will call me back within the day, which they dont but dont worry, the whole history is documented.  So i call the next day and guess what - no documentation so all starts again ..  Thats happened 5 DAYS RUNNING! 
    I think Nokia are hoping ill give up.   I promise I wont... court action will have to be sought if this continues.
    and I bet Nokia still dont call me.  
    Read the rest of the story  http://johnnysblog.net/blog/2013/08/fictional-storytellers-wanted-apply-nokia-support/

  • Re: Need help with escalated complaint - seeking return / refund

    I have purchased laptop a month back. Within 2 days of purchase simply by opening the flap, its plastic cracks. I have been chasing laptop lenovo for 1 month now. No replacement is happening for laptop. I have sent so many reminders. No one is doing anything. I can be contacted at  +65- xxxxxxxx since I am currently in Singapore.
    Regards,
    Ankur
    Moderator Note; private information edited to prevent abuse

    Reference number is DOA (Ref no. 7006013709) LE140410005
    Regards,
    Ankur

  • Complaint-Need POC for Escalation beyond "Management Team"

    We returned an iPhone 5 through the Edge program in November and our account has been charged for a failure to return equipment charge in the amount of $334.  Since that time, we have placed numerous phone calls to Verizon to verify that the phone was received and tickets were subsequently created during each call to resolve our equipment charge. Each call we were assured that the phone was received in the warehouse, and that it would take 2-3 billing cycles for the equipment charges to be removed from the account.
    When we continued to inquire why the charges were still on our account and late fees were accruing, we were notified that the tickets were not being routed properly to the warehouse to locate our phone.  When we further inquired with phone calls, we were advised that the warehouse received a return from us, that there was a iPhone 5 in the box, but that the serial number that they received didn’t match the phone that they were expecting.
    I spoke with someone on your Management Team March5th and he tried to help locate the device.  He provided IMEI serial numbers for all phones that had been associated with this phone number in the past and asked that I get in touch with Best Buy to seek other IMEI serial numbers so that he could locate the phone (I had used the warranty program through Best Buy just before trading it in the Verizon Edge and that is the reason for the difference in serial numbers). Ultimately we could not resolve the issue.  We have asked that the charges be removed from our account our that the representative from the Management team return the box with the iPhone 5 in it that the warehouse received in November from us.  He advised that he could not remove the charges or locate the device and there that “If” the device had come through the warehouse it had probably been refurbished and reprovisioned.  He also added that he couldn’t be certain that we didn’t send an empty box.  This was an odd comment as the each representative that we spoke with in the past have all verified that the warehouse had indeed received an iPhone 5 from us, and we now knew that the confusion was focused on the serial number not matching on the phone.
    I take great exception to the change in discussion after 4 months that I would dishonestly send an empty box to Verizon.  My wife and I are Federal Homeland Security Employees, have been loyal Verizon Wireless customers for years, ensured that we utilized the Best Buy warranty program to send a working phone back to Verizon.  
    When I originally signed up for the early Edge program, I anticipated that it would be seamless.  I had no idea that 4 months later, countless hours of my time would be spent frustrated, calling Verizon for status, worried about my account, and now being insulted by the Customer Service Management.
    Please put me in touch with someone that can resolve this issue swiftly.  The representative we spoke with yesterday stated that there was no one with more authority than him to resolve this issue.

    i am in the exact same boat.  i am a sheriff sergeant, and i have been with vz for years!  i switched to the "more everything" plan...and it has been "more of a headache" than anything.  two non return device fees added to my account, and i have returned 5 fives.  three they cant find, one they sent back because it was late, and one they kept (the nicest of the bunch that was mailed the exact same time).
    there "customer service" folks obviously don't know the definition of that phrase, and "andrew" supposedly the "Manager" told me they would refund the amount of the one phone they kept, but not the other.  i told him i was dissatisfied with the outcome and wanted to speak with someone above him.  he said "the problem is resolved."  i reminded him that i was the customer, a good, long term, always paying customer, and i did not think it was resolved.  he assured me that it was.  i demanded he direct me to his supervisor.  he said it would take a "call back" in 72 hours.
    i will be returning all phones, paying my actual usage charges, NOT THE BOGUS FEES, and i will take my long term, 280 dollar a month bill to AT&T.
    the higher ups in the company should realize the subordinates don't have a concept of what it took to build an empire like verizon has become.  but like every failed business before, verizon will collapse if they do not get back to basics of "Customer Service."

  • Trying to file a complaint...

    and I have hit every possible roadblock.  I believe it is complete ridiculous in the year 2014 that a technology company does not have an email address to use to submit complaints.  After some research I followed a link over to the Verizon Wireless leadership (Leadership | Verizon Wireless) directory and found both my regional President as well as the VP of Customer Service.  I was attemping to submit my complaint using the contact link for these individuals and nothing happens.  So not only am I frustrated and angry at your company, you give me a possible way to contact you and it doesnt work.
    Here is the message I was sending:
    I want to start this off by stating this is a complaint.  Something small that could have been easily resolved has become a much bigger issue and the fact that I am now typing this message to you is further proof of the poor customer experience your company provides.
    I have had the same cell phone number from the WorldCom days.  I stayed with the service when it was rolled into Verizon.  I have been a loyal customer for what I believe is almost 20 years.  That is what is fueling my frustration over this entire situation.
    We currently have three phones on our account with you.  Myself, my mother and my brother.  My brother is deaf and uses the phone primarily for text and email.  He wanted to upgrade to the new iPhone 6 and sent me copies of the different ads that stated turn in your old iPhone for a new one.  I will state here that I misunderstood these ads.  I thought as an existing customer I could come in, trade in my old phone and receive a new one.  I figured I would have to change my contract and start a new two years.  I was wrong.  But the way I was informed it where the problem begins.
    We went to the Verizon Wireless location in Harstdale, NY on Sunday morning.  We arrived at about 11:30am or right as the dance party was starting as the music was very loud.  We explained why we were there and waited our turn.  We finally had a sales rep assigned to us and we explained we were there to turn in old phones.  He asked if we were new customers and I stated that we were existing customers.  He discussed the phones that they had available and I decided we would upgrade all three lines to the iPhone 6 with the 120gp memory.  They had none of the smaller memory and I figured if I was there I would upgrade them all.  This is when he looked at the account and stated that only my brothers line was due an upgrade.  I asked about the ads I had seen and his response was "we cant give everyone a $900 phone sir".  This bothered me.  Again, I admit I misunderstood the advertisements but what I saw was that if I was someone new I would be given this deal.  But as an existing customer I was not.  I discussed this further and was getting increasingly more frustrated.  As this is happening a girl who worked there kept changing the music to more bass heavy dance music at a volume that was too loud for a store and I was losing my patience.
    I finally stated to the rep to just upgrade my brother phone and that when my account comes due in June I would look for a new provider.  A company that was interested in keeping a loyal customer.  His response was the one that pushed me over the edge "You will see that we have the best network and come back".  Excuse me?  As a representative of Verizon he just told me to leave?  I was stupefied by this and just stopped the discussion.  He went to set up my brother's phone as I became increasingly more frustrated and was now starting to get a headache from the music volume.
    I decided to call customer service while in the store to explain what happened.  They were no help.  They were unable to assist me in my original desire to upgrade my phone and then no one seemed to care that your sales rep basically told me to leave your company.  After this call was terminated I left the store and was heading home when your customer service rep called me back to make sure I wasnt upset with her.  So now I am angry at your company, have a headache from the music and now I have to coddle your rep who took my statements personally.
    Now for the last two days I have been attempting to submit a complaint to your company and have hit every obstacle possible,  There are no email addresses listed on your website to use for complaints.  It took me two days to find this (Leadership | Verizon Wireless) and I am not certain this is correct.  Yesterday a customer service rep gave me [email protected] as the email to use for complaints.  There is no way that is correct.  When I called today I was told by a rep and her supervisor that there is no email addresses to use to submit complaints.  They would give me a physical address to mail complaints.  It is the year 2014.  You are a technology company and there is not a single email address to submit complaints?  I guess this is more proof of how you feel about your customers.  Why make is easy on people that have a complaint.  Maybe if you make it really hard to contact you we will just stop complaining!
    Your sales reps are more interested in new customers then helping existing ones.  Your customer service reps are too sensitive to understand that its a corporate problem not a personal problem and your company is so smug that they do not have an outlet for customers to voice their problems.
    I said this in my original email sent yesterday, add up all my bills.  Add up all the charges, overages, usage fees, roaming charges, data charges.  Now add all my home phone bills, home internet and fios charges.  You tell me again how I should go find another company.  Tell me again I will be back!
    So please keep working toward getting new customers, you are going to need a whole lot of them to make up what you are going to lose in me!  I will make sure anyone who listens to me will hear about this experience.  I will make sure I will say how happy I am with what ever company I end up with.  I will make sure my boss hears about this when its time to update our business lines.  I will make sure that this experience is shared with anyone I can tell.
    All of this because I wanted to upgrade my phone and start a new two year contract with you.  Amazing how things can change so fast.

    Hi larissadallari,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

  • How to file a complaint regarding rewards

    I have opted for Verizon residential plan in March 2013. During the process, Verizon customer support person helped me to get the service. There was $250 reward promo going on at that time for getting the service for 2 years contract. During each step of process online the customer support person assured me that i will get the rewards. And now after 4 months when i did not get the rewards i contacted the rewards department and according to them, i am not eligible for the rewards. Not sure why. I have the entire chat history of discussion with verzion customer person who mentioned this to me many times. here is a quick snapshot of this,
    {edited for privacy}
    Not sure, where to contact to complaint and ensure that i get the rewards...Any help is appriciated
    Thanks
    Shakil

    Hi Shakil,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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.

  • Re: How do I file a complaint to Best Buy?

    I need help!!!!!!!!!!!!!!!!!!!!!1
    How do I start?? Simple is best!
    #geedsquad #bestbuy
    Geeksquad Service Protection Plan #{removed per forum guidelines}
    10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
    11/5/14 - Shipped broken device as PER INSTRUCTIONS
    From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
    11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
    After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
    I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
    11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
    1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
    11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
    11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
    NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
    11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
    11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
    11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
    11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole said she was aware of this situation and ask if she could return my call.
    11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
    11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
    11/22/14 12:28 PM - Bani - customer service rep.
    Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
    EMPTY PROMISES AGAIN
    11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
    I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
    11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
    11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
    11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
    11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC   Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

    Bill,
    NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
    You can add this to the previous post.  All the information should flow time wise.  I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem.  This started WAY before Black Friday and continues WAY after Black Friday.  I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION.  An address change at the bank  was needed on the card.  Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR!  How dare Best Buy use that tactic as yet another ploy!
    11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
    Email sent:
    Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
    11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
    11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
    12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
    From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
    Hello Jacqueline,
    Thank you for contacting us.  I am sorry to hear about the issues with having the phone serviced.  I have a couple of questions for you before I proceed.  Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date? 
    Please reply at your earliest convenience.  Thank you.
    Derald, Social Media Specialist
    ECC Social Connections & Innovation
    Best Buy Co., Inc.
    Reply Email:
    From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
    This phone is in the name of:  XXXXX
    The phone number associated is:  919-XXX-XXXX (please refer to any of the Case ID numbers below)
    There is NO MONTHLY payment for this plan.
    ****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
    12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
    12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
    12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
    12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
    12/3/14 Response from an 11/26 post:
    Bill-BBY
    Senior Social Media Specialist
    Posts: 3,983
    Topics: 279
    Kudos: 153
    Blog Posts: 18
    Solutions: 171
    Registered: ‎10-10-2012
    Re: How do I file a complaint to Best Buy?
    ‎12-03-2014 02:47 PM
    Hello jlippard-
    I absolutely apologize for the lateness of this response.  We are extremely backlogged from the holiday and Black Friday and trying to catch up.
    It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone.  I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you.  I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so.  Hopefully he can help you sort this all out and reach a resolution for you.
    Thanks for connecting with us.
    Sincerely,
    Bill
    Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
    12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
    12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
    12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
    47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
    The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
    If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

  • Best avenue to file complaints about bill and have them resolved

    I have been a customer since before 2005 and went with Ntelos in November, I called the night I was at Ntelos to ask Verizon what my contract buy outs were and I was given the prices. The representative tried to offer me whatever promotions she could offer (there wasn't many) and I declined service (there she should have took the initiative to ask about disconnecting). Since my bf opted to keep his number his phone disconnected automatically. I was told my Verizon phone would cycle off within 24 - 48 hours by the Ntelos rep. That was not the case so I called verizon to ensure my phone would disconnect and they told it would at the end of the billing cycle (december 20) which makes sense. I understand I would be responsible for the November - December. Anyways, December 20th rolls around and mind you I've called already to ensure it will take place and it doesn't. I phone in and come to find out the person who took my orders didn't complete the disconnection and now I have to wait until January 20th for it to cycle off and I can finally pay my bill! Well get this in my November - December bill they've charged me $51 for Monthly access (I have a work discount) and $49.99 for insurance and smartphone access for 12/21 - 1/20 and won't refund my $51 as they say that I called out on the phone. I turned the phone on and had voicemails that I think I checked around the time period that they are mentioning (1 day) and that data was used (1 day) I had no outbound calls after December 11th my birthday. Because there are no comments in my account (that I specifically asked them to make) my phone should have been disconnected when I had called in the first of December... really!?! The phone should have been turned off regardless and it was one day out of 30 seriously? I mean the phone has been turned off this whole time and literally only checked to make sure Verizon did their job. I CAN'T HELP IT YOU DON'T KNOW HOW TO DO YOUR JOB, I PUT THE EFFORT IN MULTIPLE TIMES TO LET YOU KNOW MY PHONE NEEDED TO BE DISCONNECTED YOU SHOULD HAVE KEPT RECORD OF IT!!! What really heats me up is that I was told a supervisor would give me a call back after they got out of a meeting and I have not rec'd a call back yet. VERIZON Reps/Supervisors your customers are the reason why you have get a paycheck, I suggest you start treating them a little better. You can't seriously tell me giving me back my $51 for service I DID NOT USE (except according to you for one day you can't even give me details about?) is really going to hurt your pockets. I've been jerked around by your reps for the last 2 months as one told me my contracts were up in January and I shouldn't' be charged for disconnection fees at all, she credited me those termination fees but they later got rejected (after she said her supervisor approved while I was on hold) and NO ONE HAD THE COURTESY TO NOTIFY ME!
    I've worked in customer service before and I'll be first to tell you that your reps are not trained very well and you have horrible ethic! You should not charge your customers for an error that was your fault; especially since it was your reps that I asked specifically to note my account and didn't (this isn't my first rodeo with you all, it should be standard procedure to give your reps time to comment before throwing them into another phone call). I'm not doing this for my health here, that $51 could buy diapers and baby food for my daughter and you are crazy if you think I'm going to let it slip through my fingers to line your pockets. I will keep escalating it until you do something about it and I don't care that you already gave me an inconvenience credit I deserve that and my $51 so don't try to justify it that way! This has been way more than an inconvenience, so don't worry I'll inconvenience you as well!
    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    With my new provider I am only using the chat function to settle anything with them so I can save the conversations I've had with them (not that I've had any issues thus far). It should be standard procedure for them to comment your account while they are on the phone with you before hanging up. I should have been annoying and asked them to read back their comments (hindsight ugh!).  I'm sorry that you are having to deal with this as well, just know you are not the only one receiving horrible customer service. I'll share with you what I wrote on their Facebook page. They really should take some accountability for their actions and have better follow up on resolving issues (or train their representatives better). I can't stand having to talk to another person time and time again explaining the same thing i just explained to 3 people before them.
    Almost immediately, I received some attention after posting this:
    Dear Verizon,
    I am appalled, especially after reading your credo, that you are refusing to credit back money that is owed to me because your representatives didn't take the necessary time that they should have to comment (after I specifically asked) in my account after I diligently called in multiple times to ensure that my disconnection took place when it was scheduled to and was told that it would (an ongoing issue since the beginning of December). Come to find out that the representatives I spoke with prior to December 20th didn't do their jobs correctly by not entering the disconnection orders in. "Verizon Credo- a set of principles that describes our culture of integrity, respect, performance excellence and accountability. The Credo is a blueprint that directs us to live up to the highest standards possible when serving our customers, shareowners, communities and each other." Let me school you on something here because it appears that you just put that mission statement up on your website 'cause it sounds good, you certainly do not follow through! Accountability: Noun - the quality or state of being accountable; especially an obligation or willingness to accept responsibility or to account for one's actions (i.e. public officials lacking accountability). It doesn't matter that you cannot find any proof in my statements it doesn't change the fact that it happened and I am not a liar. I seriously wouldn't exhaust this must effort had I been lying. I'll take this a step further and reference your statement "we focus outward on the customer, not inward. We make it easy for customers to do business with us, by listening, anticipating and responding to their needs." First of all, when I made my initial call to you all asking what my contract buyout prices were and your rep tried to offer me promotions (or lack there of) to keep me as a customer and I declined she should have "anticipated" my need for disconnection. I shouldn't have had to jump through so many hoops to get my service disconnected from you all and pay my final bill. It's not my fault that your representatives weren't trained well enough to correctly put through disconnection orders. Based on my interactions with your customer service I could see where people would disconnect their services regularly!!!!! You are not making it easy for me to severe ties with you and conduct BUSINESS and you are not responding to my NEEDS. I think you forget that I could be a potential customer in the future. If it's one thing I learned from my Communications Degree is that negative feedback will reach more consumers vs. positive feedback of a company and how they handle their business. I have 1,000 plus facebook friends and twitter followers so I'm pretty sure my negative experience could reach quite a few people! You say you have integrity? How is it moral uprightness to charge me for a whole month of service (regardless if the phone was turned on once) for a billing period that shouldn't have existed if your customer service reps did their job correctly? I suggest that you all take a good look at the way you are treating your current customers because we are the reason you get a paycheck! You should make your customers a priority especially if they've been with you for 10 + years regardless if they are disconnecting service or not! How about following through, taking ACCOUNTABILITY and having that supervisor representative call me back from my phone conversation last night like I am a priority (how every customer should be treated) and helping me get the money that I am owed, regardless if the phone had been turned on for a short period (your rep couldn't even tell me what numbers I supposedly called - exactly the phone has been off since December 20th if not before unless turned on to confirm disconnection)! Oh but let me guess did you all forget to put that in my account comments as well? Probably like there is no mention of the formal complaint I filed against some of your representatives that there was supposedly no ticket number for. I thought I was going to regret leaving Verizon for another provider but it turns out that I only wish I would have left sooner and actually gone to a authorized dealer/ Verizon Store to process my disconnection because your customer service line is a joke!

  • Adobe Customer Service Complaint (CS4 Master Collection)

    Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
    Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
    Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
    Dear Sandesh,
    I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
    Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
    This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
    Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
    As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
    Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
    The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
    I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
    Charlotte
    Conversation 1
    Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Charlotte : Hello
    Biswaranjan: Hello! Welcome to Adobe Customer Service.
    Biswaranjan: Hi Charlotte.
    Charlotte : Hi, thanks
    Biswaranjan: I am sorry for the delay.
    Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
    Charlotte : As this support request is a continuation of this case
    Biswaranjan: I will definitely help with this issue.
    Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
    Charlotte : No problem
    Biswaranjan: Thank you.
    Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
    Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
    Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
    Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
    Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
    Biswaranjan: I apologize for the inconvenience caused.
    Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
    Charlotte : More importantly, of course, I just need this issue resolved ASAP
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Charlotte : That's fine.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
    Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
    Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
    Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Charlotte : That's not a problem. I will stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
    Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
    Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
    Biswaranjan: I will assure that you will get the resolution with 24 hours.
    Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
    Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
    Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
    Charlotte : Including your own details, that is
    Charlotte : Just for reference for who I have spoken to about this
    Biswaranjan: You will get a case number for this conversation.
    Charlotte : Will this include all the information I have asked for?
    Biswaranjan: You will also get the whole chat conversation.
    Charlotte : Thank you very much. This is very much appreciated.
    Biswaranjan: You are welcome.
    Biswaranjan: Is there anything else I can help you with?
    Charlotte : In which case, if in the event that I have not heard anything by 10:
    Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
    Charlotte : And quote this case number and conversation
    Charlotte : No, that will be all for today, thank you very much for your help
    Charlotte : I look forward to hearing a response from your higher department
    Biswaranjan: It was pleasure assisting you.
    Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
    Biswaranjan: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Thank you. Good bye
    This chat session has ended.
    Thank you for contacting Adobe.
    Conversation 2
    info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Nakul: Hello! Welcome to Adobe Customer Service.
    Charlotte : Hello Nakul
    Nakul: Hello Charlotte
    Charlotte : Please may I ask you to refer to the cases numbered stated
    Nakul: Let me check on that case.
    Charlotte : CaseS. Plural.
    Nakul: Thank you for waiting. One moment please.
    Nakul: I'll be right with you.
    Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
    Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
    Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
    Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
    Nakul: I understand. 
    Nakul: May I know where did you purchased the product?
    Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
    Charlotte : You would be able to find out by checking the receipt attached to my case
    Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
    Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
    Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
    Nakul: Sorry for the wait. Please do stay online.
    Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
    Charlotte : You are correct
    Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
    Charlotte : This is not what I have been told before
    Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
    Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
    Nakul: Iam sorry there are no other options.
    Charlotte : And is the result of the investigation by the 'higher department'
    Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
    Charlotte : As this is what I was promised
    Nakul: Yes, that is correct.
    Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
    Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
    Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
    Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
    Charlotte : I will certainly do that
    Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
    Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
    Nakul: Okay I will not close the case. You can mention the case number in the email also.
    Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
    Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
    Charlotte : It has not been used before
    Charlotte : And neither has it been fabricated
    Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
    Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
    Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
    Nakul: We do not support for the Ebay purchase products.
    Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
    Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
    Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
    Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
    Nakul: I'll be right with you.
    Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
    Charlotte : I have checked the point of purchase
    Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
    Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
    Charlotte : It has to do with ADOBE
    Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
    Nakul: I am really sorry. I checked all the possibilities, there are no other options.
    Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
    Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
    Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
    Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
    Charlotte : And by way of fact, you're totally ignoring what I'm telling you
    Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
    Charlotte : Well, in which case, I insist on complaining about the other agents
    Charlotte : I believe their names and or agent ID numbers should be marked in my case files
    Nakul: Sure, you can send a complaint to [email protected].
    Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
    Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
    Nakul: I truly understand.
    Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
    Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
    Charlotte : As this is totally unacceptable. #
    Nakul: We have one more email that directly goes to the manager, that is [email protected].
    Charlotte : And what is the managers name?
    Nakul: Sandesh, you can mention his name in the subject.
    Charlotte : I'll mention it in the address line, thank you
    Charlotte : And what is their phone number
    Charlotte : And please may I also have their last/surname?
    Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
    Charlotte : Then at least give me a surname
    Nakul: His first and last name is Sandesh Acharya.
    Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
    Nakul: Sure, I have already informed about this. You can send the email right away.
    Charlotte : Thank you
    Charlotte : That will be all
    Charlotte : No, there is nothing else you can help me with today
    Nakul: You are welcome Charlotte.
    Charlotte : Thank you and good bye. Have a good day.
    Nakul: Take Care Charlotte.
    Nakul: I am really really sorry for this inconvenience.
    Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Good bye

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