Customer Service Disgusting !!!!!!

Hi,
Where to start? I am absolutely livid at the moment with BT and BT "so called" customer service.
I lost all my services about 4 weeks ago, due to a major outage in Edinburgh, ever since I have had a crackling phone line, an intermittent broadband service (max speed 0.12mb) and no bt vision due to broadband speed and poor line quality.
I used my landline to call the "customer service" department and eventually, after 43mins, got through to the Indian call centre. They had to call me back on my O2 mobile as the line was so poor they could hardly hear me and vice versa.
From there on in it has been a nightmare. Firstly I had to go through all the unplug this, unplug that, reset hub scenario, even though I was on a mobile and I had neither a phone or broadband light on my hub.
So, I asked for an engineer to be sent out, call centre advisor says" I will get and engineer to call you tomorrow between 8.30am and 9.30am to speak about the problem", so I arranged a morning off work and yes, no phone call was received.
Back onto the call centre using the mobile, to be told by a different advisor "engineers do not call customers". Not happy upon hearing this, I asked for an engineer to be sent out. The advisor then tried the old unplug, reset etc script.
After about 25 mins debating the matter, the advisor arranged for an engineer to come out on 13/12/10 between 8am and 1pm, great I thought engineer here on Monday. Booked another day off work.
Then I checked the fault status, and noticed it was not the 13th but the 20th.
Back onto call centre, to be told "Sorry, it was a mistake and nothing I can do" and then hung up!!
I am at the end of my tether with BT, my mother in law is in hospital at the moment with terminal cancer, my husband is tearing his hair out, as he needs to be able to communicate with other family members via Skype etc and this is also costing us money using mobiles every day, despite the fact we have already paid BT in advance for a service we are not receiving.
Is there a number in the UK I can call to resolve this matter.
Thank You
I would also like to add that the line running into my house is over 25 years old and the junction box it is connected to inside the house has GPO stamped on it. How can equipment this old handle modern technology?
We had the same problem last year and the engineer ran 8 inches of wire from the old GPO box into a new shiney BT Openreach box and charged us £150, made no difference. When we refused to pay the £150, we had the option, pay up or we cut you off.  BT are not so quick when the fault is on their side?

Well, another day wasted by BT.
I finally got an appointment for an engineer to visit today, between 8 and 1pm and SURPRISE, SURPRISE, not an engineer in sight.
It is bad enough not having a phone or broadband at this time of year, but endless calls to an indian call centre using a mobile, is getting beyond a joke.
It is a constant stream of excuses and lies, "just checking with engineers department, I will call you back in 15 mins" etc. Never get a call back, then I phone back and just get the same "I am very sorry that has happened"
Getting very frustrated now, to top it all my bill was sent on 8th Dec to be paid by 18th Dec (today).
I just had a call via my mobile reference the non-payment (god knows how the billing dept got my mobile), I told the woman on the phone, I will pay my bill once the fault has been resolved.
She had the ordasity to tell me that my service would be restricted or disconected within 7 days if payment was not made.
How on earth can BT restrict a service that has not been working for the past 3 weeks???? Only BT can come up with something like that.
Sent an email to the billing department stating that if this is not resolved I will be boxing up the vision box, hub etc and sending the whole lot back.
Just had a call from the indian call centre regarding the missed visit, they said the engineer said he was unable to vist due to snow, what a joke, there is no snow here, the exchange is 1 mile away and I saw 2 openreach vans today going up my road, each time thinking that was the engineer coming.
BT full of lies, excuses and hiding behind Indian call centre staff.............but pay up or we cut you off.
Had enough, they can have the whole lot back, sent recorded delivery.
MERRY CHRISTMAS BT

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  • Disgust and Exasperation with BT "Customer Service...

    I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
    To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
    Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
    Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a  callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
    I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
    Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a  manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
    Then last Monday, the  12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
    So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just  a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
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    I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
    At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
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    That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
    When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
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    However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
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    Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a  few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
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    I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it.  I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

    Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself. 
    It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
    Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company. 

  • DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

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    Hello cmc29,
    I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks.  I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
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    Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
    I greatly appreciate your patience, and I’ll be in touch very soon.
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Lack of customer service/Liars

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  • I reached my 1000th hour logged on the phone with customer service

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It took them 6 months and yes... 100's of hours on the phone.  Verizon hasn't made any effort to accept responsibility for this issue.  I'm sure they are very sincere when they are consuming my 5 hours per phone call trouble shooting my device for the third time this week.  It's actually to the point where they have violated their terms of service and failed to look into an issue on their end.  The tower has been hit.  Hmmm... Ironic. Its quite a distance from here, but is a main tower that has caused an outage across my state. Verizon couldnt tell me that?  Is that admitting your wrong so hard to do that it's easier to spend 5 hours on the phone trouble shooting my device than 5 mins looking for outages?  Yeah, it could have saved my house and job, but I'm the customer... clueless idiot at the mercy of a company who is never wrong nor makes an effort to correct an issue on their end before stealing my hours from me.  At one point, I actually fell asleep in my 2nd hour on hold.  Customer service? Nope, a waste.  I could dig it if this issue was on my end, but I'm confident that spending up to 20 hours a week troubleshooting to no avail is a HUGE red flag that its not on my end after all.  Only cost me a house, a job, car and $18k plus court costs and fees.  Fair? Nope.  But it would be nice if just ONCE there was an initiative to provide actual support to a customer. I KNOW if this is my experience it is impossible to be an isolated incident with me alone.  If I'm tying up 5 hours on the phone, what is the next guy doing? waiting to trouble shoot his box for the next 5 hours over a downed tower. Pride is what that is. People too proud to be wrong at someone else's expense. Definitely an issue if I've paid $900 in 9 months and I spent more hours on the phone with customer service than I have online.  Pretty ******. Verizon, you ARE WRONG. Owning it would save the embarrassment of having to ***** about it on this site. I didnt' deserve my losses and it was at my expense and it is STILL at my expense that I'm having to contact that 888-294-6804 number. I've got it memorized like it was my best friends number - that's how often and how many times i've used it. Shame how simple it would be if Verizon wasn't so ******* proud and spent a few moments looking for issues on their end before stealing 5 hours from me doing the obvious over and over and over again... Small claims can be used to sue up to $3k. Looks like that's my only alternative, perhaps if I do that maybe checking for issues on their end will occur instead of pretending its impossible.  It feels like I went to mcd's and paid for a meal at the window that took 5 hours to get a bag of raw patties thrown at me from inside after sitting at the window for 5 hours and waiting. I'm wrong  of course. I'm am the customer.  How could I possibly be right? I've troubleshooted my device over 1000 times. Of course its on my end. Must be.... 1000 times isn't enough to find out there's a potential issue that isn't related to my specific device, no? Is it gonna take 1000 more hours on the phone before one of the representatives decide to look for an outage before the 5 hours of daily trouble shooting? Thats a huge red flag that just keeps getting ignored.  I can't think of any other companies besides these two internet providers that finds that acceptable.  Better Business Bureau didn't. I'll be filing that complaint with them next.  High time Verizon stepped off such a prideful pedestal and seek a remedy before a class action suit sinks them in the future from all other raging bitches not being provided with reasonable service.  It's not a rant, this has been a life shattering experience for me and a simple quick check for an issue on their end could have prevented it.  BAD BAD BAD Customer service policies to keep a customer on the phone for that length of time to repetitiously check the exact same thing repeatedly every few days.  Disgusted.  How dare that term "service" even be used if they can't provide "service" via support or otherwise.  I'm on the internet finally after 10 hours and the news reported the Verizon tower down. Not verizon... A police officer interviewed on a Detroit News station instead. God knows police have nothing better to do in Detroit than make news appearances for verizon. 

    Simple solution. Get a real internet service and not a cell phone internet connection service it was never meant to be used as the primary internet service
    And how do you lose a home and job and be sued as you claim. What over 10 Gb of data? Give me a break
    In my city small claims is $5000.00
    And over that amount you can go to a superior court to have your issue settled.
    http://www.bbb.org
    Good Luck, Elector

  • Customer service issue regarding a BT infinity ord...

    Approximately a week ago I noticed that BT infinity was finally available in my area so I placed an order to upgrade to infinity. When the BT home hub 4 was delivered it did not have our house number listed on the parcel and it had been delivered to one of our neighbours. We ended up receiving the parcel but we were worried about whether the engineer would turn up to the correct address. The engineer was scheduled to visit on Monday the 17th of June. We contacted BT customer support (at 0800 800 150) to check that they had the correct listed address and the person we spoke to said that they had to completely cancel the order as they were unable to amend the address on the system and they would contact us within the next 24 hours to rearrange the order.
    So, we waited 24 hours and we did not receive a phone call. After this time we contacted BT customer support once again. We first spoke to a man, he said he had to put us on hold while he checked some details. After some time, another person came onto the line, a different person to the person we had originally spoke to. We had to explain the situation again. Again, we were put on hold while the person spoke to his manager. Then we had to speak to the "manager" and explain the situation for the THIRD time. Again, we were put on hold. Finally we spoke to a FOURTH person, again, explaining the situation for the FOURTH time. They told us that there was some sort of error with our listed address and the problem would need to be fixed before we'd be able to rearrange our BT infinity upgrade. They told us that we would receive a phone call by 8pm on Monday the 17th.
    It is now Tuesday the 18th and we have still not been contacted. Quite frankly I am disgusted with the inaptitude of BT's customer service representatives and at this point we're really considering taking our business elsewhere. I can not understand how it takes you a week to amend a delivery address despite the fact that we have been with BT for years and you still manage to send our bills to the correct address. Nor do I understand why an order has to be completely cancelled in order to rectify such a simple issue. If you can not handle such a simple issue how can we possibly hope to receive quality service?
    How do we go about contacting someone who can actually help us with our issue? I'm also going to be posting this on BT's facebook in the hopes that we can be contacted by someone with some iota of competence.

    Still have not been contacted by anyone from BT despite the fact we've been told about four times over the past week that someone would be in touch. In total we've spoken to 6 different customer service representatives who have been completely unhelpful. The last person we spoke to, after having to call BT once again, told us that it would take another 5 working days to resolve the "issue". Firstly, why does it take you almost two weeks to add the number 9 to a street name and secondly, why do your staff tell customers they will be contacted within a certain time period repeatedly if you have no intentions in doing what you have stated?
    Rather conveniently the offer for upgrading to BT infinity online actually ends in 5 days meaning that assuming our "issue" is resolved in the time period that was last stated, despite the fact the previous two times we were told it would be fixed and we would be contacted that never happened, the offer will have ended. We will have to place a new order, thanks to your extremely helpful customer support staff who decided to completely cancel our order without even asking us if we wanted to cancel it when we only contacted you to check that you had the correct address, and the offer will no longer apply.
    Quite literally the worst customer service I've ever experienced and we'll be taking our business elsewhere if it isn't resolved soon.

  • How can I file a complaint about customer service and billing

    I Changed from AT&T as they didn't offer service where I now reside and ever since March of 2014 it takes about two to three calls to get my billing corrected. And then they have me on the phone for about two hours about the same issue. They have corrected my bill a fee times for their fault. Now I have come to the end of a long battle only to find out they want to charge me a disconnection fee that shouldn't have even taken place.  I sent back a phone before the 24 or 15 days that one has to send it back. A phone that was never used and that every month they seemed to remove those charges. Now after 6 months they finally said that I have to pay the disconnection fee. I am so disgusted with customer service as they always make it seem that there is no one else to speak to. This issue should have been resolved months ago and now they are trying to charge me a fee. When their Texas office received the phone I nt back and didnt put on the account when they received it. Yet every month they seem to resolve the issue and say sorry. I spoke to a supervisor who said I have reviewed your account inn two minutes and decided that he wasn't able to do anything with my account and that charge was valid but prior to this everyone would remove the charge and apologize for e inconvenience, now they just want me to pay the disconnection fee we'll it is not happening and I would like to speak to someone about this. I emailed John bianchi to see if they could help me get this corrected. My biggest frustration that I have not had with AT&T before was so many calls for something so simple and not be able to get answers or them just make it seem as they are always right. My bill since I started has not been consistent and that is frustrating. It is has become a joke in a my family about what my bill will be this month. I have a total of five lines with Verizon and if the opportunity came to go back to a different carrier I wouldn't hesitate to change over.

    @BobbyS_VZW can this person look at this complaint. @bobbys_vzw Kathleen KBG

  • How to place a customer service complaint

    Hello,
    I will start of by stating that I have never before felt this way about someone who I have worked with at a Verizon store. .Today I went into a Verizon store looking to understand why my bill seemed high. I wanted to find ways to make the bill smaller without cutting too many corners... The customer service representative who "helped" us was so rude. She seemed uninterested in helping me, and she literally started to talk to another customer while we were there discussing my bill. She had a poor-negative-couldn't-be-bothered attitude which was entirely inappropriate for customer service and as I said I was just disgusted with her. How can I place a complaint? I did catch her name on her name tag.  Also I realize that maybe we weren't priority customers because we were looking to spend less money but seriously in this economy who isn't? Don't go into customer service if you can't handle working with people.
    Thanks!
    K

    Customer Service isn't any more helpful I'm afraid.   I was in a store purchasing a new phone for my daughter 'again' and they wouldn't let me add the charges to my account.  I've paid all my bills on time, i've been loyal, and i've brought my parents onto my account thus bring Verizon more business.  I was confused but swallowed my pride and used my Amex to pay for the equipment.  Now with iphones going for 49 bucks at AT&T, we've been debating - researching - reading every forum available and one member of our family decided to upgrade to the iphone 4 with Verizon - it would've been an easy sell had he been allowed to add the charges to the account BUT the restriction is still on my account - I had no clue what the restriction was - Customer Service said they couldn't talk about it.  I know my rights and threatened legal action - I have a right to know if my account has a mark against it.  After continual debate and threats, the representative stated that my account is highly used, thus putting me as 'high risk' thus putting a restriction that won't allow me to charge purchases onto my account.  I'm a good customer but I can't have any perks because we use our account so much?  Now i'm thoroughly confused.  A representative at AT&T laughed and said they've heard of those restrictions before. 
    I was never notified about such a status, nor am i pleased at having to bully a representative into telling me about it.  They refused to submit such information in writing when I asked them to mail it to me.
    With iphone 5 coming out this summer and AT&T improving their coverage, I'm shocked that Verizon would have such penalties for good standing customers.  It's one thing to **bleep** off a customer who misses payments and only makes up the tiniest percentage of sales but to **bleep** off a customer that has never hesitated to purchase new equipment and accessories AND STILL keep paying my bills on time?
    It's doutbful that i'll be a Verizon customer much longer.  AT&T assures me that such penalties are not common practice at their company.

  • 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

    What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

  • Do you value customer service in a cell phone company?

    I am a military member currently living in Arlington, VA.  On August 10, 2013, I visited the Verizon Wireless at Fashion Centre store at the Pentagon City Mall (1100 S Hayes St., Ste 3032, Arlington, VA 22202).  I visited the store because my cell phone, Droid RAZR, was displaying a blank screen when powered on, rendering it impossible for me to utilize the phone.  The phone was a refurbished model because the original purchased in September of 2012 failed in December 2012.  The refurbished phone had issues from the get-go, but with my military travel and irregular work hours, getting to the store during a time when it was both open and my phone was acting up, was extremely challenging.
    Upon entering the store (Verizon Wireless at Fashion Centre) on the afternoon of August 10, 2013, I was greeted by the manager, Ms. L.  After explaining my situation with the phone to Ms. L, she indicated that there was nothing she could do because she believed that the damage was my fault.  I reminded her that it was a refurbished phone, meaning it was not new and had been repaired previously.  After arguing with me in an inappropriately loud tone and repeatedly calling me a “liar” for stating that my phone had been acting up for a significant amount of time, Ms. L stated that she would upgrade me a year early to a new phone, but that I couldn’t have an Apple model phone.  She indicated that new phones would be coming out the following week and that I might want to wait to make my choice until I saw them.  Ms. L  provided me with her personal cell phone number in case I had questions.  I thanked her immensely for agreeing to assist me and agreed to return to the store early in the next week to make my selection.
    I called Ms. L on Monday August 12, 2013 to inquire about whether or not the new phones had come in yet.  She stated that they had not.  Wednesday August 14, 2013, I visited the store to make my selection because my phone had stopped working entirely and I could not wait any longer.  When I arrived at the store, Ms. L refused to come out from the back room.  Her employees stated that she was out at lunch.  I worked with one employee, Paula, to find a phone that would work for me, though I was extremely disappointed that I was not allowed to get the iPhone.  We finally settled on the Galaxy SIII. 
    When I went to purchase my new phone, Paula set me up with another employee, Dionne, for check out.  Dionne lacked any sort of professionalism.  She had multiple facial piercings and was dressed in a totally inappropriate manner for her job.  During our interaction, she got up and wandered around to talk to other people on several occasions without saying a word to me.  I asked her to move all of my pictures and contacts from my old phone to my new phone because I was unclear how to do that myself.  She told me that she had done so.  I also asked her to remove everything from my old phone at the end of the process so as to make sure all of my personal information was cleared off.  To this day, I am not confident Dionne even heard half of what I had asked her to do because she was getting up so frequently.  After making an approximately $150 purchase (phone, case, and charger), I thanked Dionne and Ms. L, who had finally emerged from the back room, and departed the store.
    When I arrived home that evening, I found that I was missing approximately half of my contacts and over 150 of my pictures.  Dionne had neglected to transfer everything the right away.  I called Ms. L on the personnel number she had provided me and explained that I was distraught over the loss of my pictures and asked her how that could have happened.  (I lost numerous pictures from my military deployments, travel, and of my friends that I will never be able to get back).  I also lost numerous contact numbers that I will never be able to get back.  Ms. L apologized on behalf of her employee, Dionne, and stated that my pictures must not have been backed up to the SD card when the transfer occurred.  I asked her why Dionne had not checked on that because not all clients are technically savvy enough to know how to do that.  Ms. L again apologized for Dionne’s neglect and incompetence, stating that she planned to “write her up.”  Ms. L asked me to call her back the following day so that she could see if anything could be done about retrieving my pictures. 
    On Thursday August 15, I called Ms. L back as she had requested around approximately 5:00PM.  Instead of answering the phone herself, she immediately placed Dionne on the phone.  Dionne began rambling about how it was not her fault that my pictures were missing and that I should have known how to use my phone well enough to understand how an SD card worked.  When I attempted to interject, she said “Hold on,” set the phone down, and placed me on hold for approximately 3 minutes.  Ms. L then picked up the phone and began shouting at me.  She stated, “What more do you want from me?...I already got you a new phone, which I should not have done…You are ungrateful…”  I stated that I was not seeking anything further, other than I could not understand how Ms. L would let an employee act so inappropriately (particularly in reference to Dionne and how she had gotten up multiple times while I was trying to purchase my phone).  I told her that I held Dionne totally responsible for the loss of my pictures and contacts because she did not take the time to ensure my pictures and contacts were backed up and she left the desk to talk to other people frequently during my purchase.  Ms. L then stated, “Well, when other customers enter the store, we have to greet them.”  I stated that I understood that, but that I was making a significant purchase and believe that I warranted attention as well.  To that, Ms. L stated, “Well it’s not like you were buying a $600 phone outright, so that didn’t exactly make you my best customer.”  When I attempted to respond to her, Ms. L stated, “You were rude and I put up with your **** the first time you were in the store with your old phone, but I’m not going to put up with you now.  I hope sincerely that your phone works, so that I never have to see you again.”  I told her I hoped my phone worked as well and said goodbye.
    Immediately after my final interaction with Ms. L on August 15, 2013, I called the Verizon customer service line where I spoke with Anthony.  Anthony and I talked at length about my experience and the sheer unprofessionalism displayed by the employees of the store (demeanor, language, and appearance).  He helped me to file an official report against the store.  I spent approximately an hour on the phone with Anthony.  At the end of our conversation, Anthony and I set up a 3:30 PM (EST) follow-up phone call for Monday August 19, 2013 to follow-up on the situation.  It is now Thursday August 22, 2013, and I have yet to receive a follow-up call from Anthony or anyone at Verizon.
    I am disgusted by the all-around unprofessionalism, inappropriate language and tone displayed by the employees of the Verizon Wireless at Fashion Centre store, and the lack of care displayed for the customer by Verizon on the whole.  My family and I have been customers of Verizon for years.  As a military member, I have been taught that ethics, professionalism and respect are of the utmost value.  Not only were none of those values displayed in a positive way during my recent interactions with Verizon, but I am now literally afraid to enter the Verizon Wireless at Fashion Centre store for fear of another negative encounter with Ms. L (the manager) or Dionne.  I am truly disturbed that even after making a report like this to Verizon, I have received no follow-up as was promised.  I have been treated poorly, demeaned, degraded, and made to feel valueless to a company that my family and I have loyally supported for many years.  To add insult to injury, I didn’t even get the phone I actually wanted!  At this point, I can say with certainty that I will be shopping around for another cell phone provider in the future and recommending to my family members and friends that they do the same.
    << Post edited to remove full name, profanity, and to comply with Verizon Wireless Terms of Service >>
    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • Apple customer service ... or lack of

    ok i had my macbook delivered, charged it up, used it ect... then left it until the next morning.
    i plugged in the charger and the green light just flashed.
    after hours on the phone to applecare they told me to take it into the nearest applestore for a replacement or wait for apple to send me a box to be collected...ect
    went to my apple store in sheffield....90 minute drive each way.
    they said there was a problem with the internal board which transfers power from the magsafe port to the boards.
    they had a load in stock but refused, rudely, to give me one because, basically i had already paid and they wanted to keep them in stock incase someone wanted to buy one, so they could get more money.
    so i was sent home with 750 GBP worth of cardboard box.
    so i rung them back, after wasting 5 hours going to the store and getting back (people who have been to meadowhall will realise the pain in the a** that is parking.)
    so i ring applecare and they say its going to take two weeks !!!!!!
    i need a laptop to start uni with on monday, becuase i dont fancy taking in a powermac G5 and a 23 inch display in every day.
    so now after having the laptop for 24 hours i am down 25 quid for fuel 5 hours of my saturday and 750 quid for the laptop.
    is this disgusting customer service or am i being too expectant of a big company such as apple

    if you bought online/mail order you need to call and tell them to take it back for a full refund and at their cost
    if you bought from a physical shop, just take it back and demand immediate replacement or refund
    they sold you a dead one, you don't have to accept it
    you've given them a fair opportunity to do what they are obliged to do
    now, cooly and calmly, go for the throat
    for details see the trading standards website...
    http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV1016-1011.txt
    if you need further advice, call your local tso
    if you bought on credit card, also complain to the card company, they are jointly liable
    fyi i would never buy anything expensive online from apple, too many bad experiences of poor apple service
    imho apple products are great, but i find apple uk service far inferior to that of resellers (such as micro anvika and john lewis, yes this is a hint of where to go with your refunded money!)

  • Very frustrated with poor customer service and lack of integrity

    Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to.  Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

    Hello lauralou1105,
    Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
    I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
    It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
    Please know that I'm grateful that you shared your experience with us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Moving Home / Lack of Customer Service / Cancellat...

    I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
    I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
    In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
    On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
    On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
    At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
    Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
    I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
    After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
    I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
    Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
    Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
    How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
    Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
    - That BT have carried out the service with reasonable care and skill
    - That BT have carried out the work in reasonable time
    - That BT ensure the work will be carried out at a reasonable cost
    I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
    I have sent a personal letter to Ian Livingston - CEO of BT  -  can't wait for the comical reply to that!!
    Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • BT & ITS CUSTOMER SERVICE IS A JOKE!!!!

    On a second thought, NO!! It is a disgrace!! I'm very angry, frustrated and utterly dissapointed!! I will take my case to the highest authority as i have had enough of this poor and lack of service company!
    Just to mention i'm still on the phone on one hand and typing to convey my message on the other, and for the record as i check my time waiting on the phone its been 47:12 minutes since i've been trying to get spoken to and mind you its not the first time ive had this experience either!! After speaking to an employee who had no clue whatsoever i was told to speak to the manager and still WAITING!!! wonder if the manager is having dinner or sleeping!! where is customer service, or rather do they even know what customer service is all about! Hah you bet!
    My story
    In early september as i moving to a different property i called BT to transfer my phone line to to my new address, and after going through all the details, ( i need to mention even at the time i spoke with more than 3 individuals over a 2 hours almost time period, as the people there had no clue what their job is all about) in the end i managed to speak to a lady who confirmed everything for me and said because of the new property i will have to re-enter myself on a new contract not to incur any installation charges which was something ridiculous like the 100.00 +, i agreed and even mention to them at the time if i will incur any charge and they said NO!!! after two weeks my new phone line and service will be up and running!! i was also told my current phone line in my old property will get disactivated at midnigt on the day i called, it seemed logical so i waited to see my new engineer coming but no one ever turned up!!!!
    2 weeks gone never received any email or letters, so i waited thinking maybe i will hear from you in the next few days but sadly NO, so after 3 weeks i got on the phone again and i spoke again with the endless names of people in the wrong department for someone to finally manage to tell me what actually is going on!! apparently at the time i was getting my services changed to my new property my last bill at my previous property wasnt cleared hence why they couldnt proceed with the order!! How do you expect me to know that if you dont communicate with ME!!!!!!
    ok that now cleared and bills paid , i seek the reassurance that now everything is sorted when do i get my service, i was told will need to re order and again should get the service within 3 weeks, i was on the train at the time and told the lady my phone can lose network if that's the case please send me the confirmation by email or post as we were almost in the end of the conversation, she said YES!! three weeks gone and no email came and no letter came!!!! again got on the phone with them and nothing from the second time conversation has been saved and processed!! I ask myself why do you pay incompetent people to work for you, is your company really that hopeless that you cant recruit the right candidate or is it just that you just dont care!!!!
    After the third time i again got on the phone with them i managed to have a final complete conversation and i was told that an engineer will attend on the 8th of november to get my services sorted and yes i am on a new contract, howver again nothing till date has confirmed these details in writing! at every converstaion i have had with them i clarified whether i will incur any charges i was told NO!!!
    today i just so happened to log into my bt account and to my shocking revelation found out that i had a bill of 100.00 to clear, surprised i got on the phone for some clarification? and yes to give you an update on my time on the phone to speak to the infamous manager its now 1hr 13 mins since i'm still on hold WAITING!!
    my question to you the team are the following:
    i made myself clear today when i called and spoke to the lady that i do not want to speak to someone who has no clue about her job she reassured me am in the right department and she will help me,
    i questionned how do i have a bill of 100.00 + for not using the service since september, she said to me its my contract charge as my new contract starts on the 8th of november now, i ask, has this information been communicated to me before? NO is the answer, secondly i was told the first time when i request the change of service into my new property that my line and account will be cancelled at midnight on that day, how can i then be still charged, on top i dont even live in that property and address anymore? you guys are fooling customers and misleading us, for sure i am not growing money on trees to give to bt for its disgusting and shambolic service, do you make fun out of your customers?????
    oh the line has finally dropped at its been 1hr and 19 mins officially since i have been waiting to speak to the manager, i wonder whether the receptionist on the side has hung the phone or the phone itself has gone tired and gave up!!!
    it might be fun for you reading this message learning of my frustration but trust me this is the limit!!!!
    i need you to formally now write to me and APOLOGISE and for the record i'm terminating all my services with you as i cant bother anymore and yes you will need to see that this matter is resolve in the least trouble to me, you need to write off that absurd bill of 100.00 that you have unfairly and unjustly billed me for a service i have never used and been ridiculed for and (b), as i cant bear the stress of dealing with BT anymore i am stopping my service and you will need to make sure i dont imcur any riduculous charges, as i wont pay you a penny and i will take this matter as far as it should because you have crossed all limits!!!!
    i await to hear from you
    hamz

    StephanieG wrote:
    toekneem wrote:
    If it helps, you can use this
    Seems a bit excessive toekneem!
    @ hamz_3006, please send in your details and we'll get back to you as soon as possible.
    Thanks,
    Stephanie
    Hi Stephanie, that was so hamz could use it against me, if you failed to pull this one off.
    toekneem
    http://www.no2nuisancecalls.net
    (EASBF)

  • Poor business practices and customer services

    Best Buy, that's a LIE!  Shoppers beware!  I purchased a Sony theatre system from Best Buy, store #251 at 8290 W. Bell Rd, Glendale, Arizona, which was on sale for $249 ($10 less expensive than Walmart), 12-days prior to my wife's birthday.  I gave it to her on her birthday and attempted to return it within the 14-days of actually giving it to her, but past the 14 days from original purchase.  I brought the item back to the same store and Best Buy told me they won't accept the return and for me to just keep it, they will not accept a return.  It was in perfect working condition, but for some reason they said even if it wasn't working I had to give it to their 'Geek Squad' to repair it.  Even If it wasn't working I would've wanted a new replacement under 1-year warranty.  This was something very strange I never heard of before from any retailer.  It was working fine, so this wasn't an issue, but I was puzzled to hear them say something about their replacement policy.  Wow, watch out when you buy a product, you never know if it's new, used or repaired!   I also contacted customers service by telephone on several occassions and they regurgitated their written policy of no returns past 14-days.  I explained that I am a totally disabled veteran with limited income, plus my wife has been battling cancer that spread to her lungs and that she has been undergoing chemotherapy, plus she was hospitalized three days the week prior and two days the next week and several additional times since, due to the chemo treatments.   I explained to them I believe they should be flexible and compassionate, use good will and good faith to accept our return because of these circumstances beyond our control.  I asked them, what is someone to do when they purchase an item, that's on sale, in advance of someone's birthday, Christmas, anniversary, wedding, etc., and it's past the 14-day return policy and they try to return it. I received no answer.  After requesting to speak with a supervisor and explaining all this information and requesting they allow us to return the item, Best Buy stopped all communication with us!  We haven't heard a word from them and we are now left with the Sony system we cannot use.  They show total disregard for both my wife's and me and totally lack of customer service and appreciation in the entire matter.  They seem to be only concerned with the bottom line, greed and Money!  I'm totally disgusted with their policies and business practices.  They don't care about the customer, only the bottom line, lining their pockets with our hard earned money!  I may have saved $10 at Best Buys price of $249 versus Walmarts price of $259, but it cost us $270 for a product that is useless to us, just becuse they will not allow us to return the item. cheaper doesn't mean BEST BUY!   I never had a problems returning any items to Walmart!!!

    Hello Ken1,
    I was very disheartened to read of your wife's condition and I my best wishes go out to her. I also wish to thank you for your service and sacrifice for our country. I was further dismayed to read that your intended gift of the home theater system didn't meet your needs and that you weren't able to return it as expected. Certainly causing you aggravation was never our goal.
    As published on your original receipt, our website, and posted in your local Best Buy store, our Return & Exchange Promise allows for a return or exchange of a product within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of this time frame, we are unable to offer a return or exchange.
    I'm grateful that you took the time to write to us and for your feed back on our Return & Exchange Promise.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

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