Customer Service & Infinity Issue

Hi All,
Apolgies for having a dig on my first post here, but looking at numerous messages over the past few days, I believe I am not alone in my current issue with BT Inifinity.
I moved over to BT inifinty from Sky three weeks ago, as Inifnity was finally available in my area. MY internet was then positioned at 36M download 7M upload. A massive leap from Sky.
I then paid 12 months line rental up front, and took advantage of the reduced rate for 3 months.
Thats when the issues started and still contunue.
Firstly BT infinity was installed fine, and then 3 days later we lost the house phone. Yes, the house phone was completely dead, and as it was the weekend, we didnt have a working phone until the Tuesday. Not to worry, teething problems I thought, but the engineer stated it was incorrect in the exchange...
Never mind, look on the bright side, I have infinity bb speed.
Just a week later, i recieved an email to state my limit was nearly full on my BB. I was surprised as no one informed me there was a limit to infinity. Therefore I then changed my account to pay more money to BT to enable the unlimited. Thanks BT customer sales service for not informing me of that one!
Then we come to the final piece of the jigsaw. I didnt contact BT about my infinity service as i was waiting for the 10 days BB period to settle down. However, we have only ever recieved max 22M download and 4.5M upload. So i contacted BT support to report it. Low and behold I recieve the email saying a fault has been raised, recieved two phone calls from an indian support centre, and heard nothing back.
On checking my support status this evening, I see BT have stated in the fault report that they believe the issue is now resolved. No email confirmation to me, and the fault is still not resolved! I still have the same BB speeds, and no where near what i was offered.
Based on the above, do you believe this is good customer service?
I am now paying more than i thought due to wrong information from the BT sales team, was not connected correctly when the service was activated, lost my home phone for 5 days, still do not recieve the speeds i was told i could recieve, and when i do raise a fault, it has been reported fixed when its not, and recieved no information.
I am a calm person, actually do work in the telecoms industry, but if I did this to one of my customers, we would lost them.
Could anyone help me on how to try and fix my issue please?
Many thanks
Alan

Hi,
If you have read my original post, then you will understand that I did report the fault, but BT have no stated in the case notes that they believe it is fixed. This is not the case, and the notes were updated without any communication to myself.
I am fully understanding of fault processes, but in this instance I do believe that BT customer service does need to be improved.
I am also fully available to assist BT in resolving the fault but the fault has been reported over a week, no correspondance.
To that end, I will not be responding to say your post was an accepted solution.
Rgds
Alan

Similar Messages

Customer Service Billing issues

I've been calling about poor internet service since we signed up with Comast/Xfinity. Back at the end of last year October 2014, our internet service went from not bad to non existant! I finally contact Comcast again in Jan 2015 when I discovered that my wifi modem at home through Comcast was not operational and my cell phone data had been picking up the slack. This mounted to $200 additional a month phone bills for data that should have been covered by Comcast billing me $60/mo service. I was told at this time that the modems deteriorate after much use, which I didn't believe but went along with and received a new modem. After we had the new device we knew the customer service tech didn't know what they were talking about because our service hadn't changed. I called again in Feb and asked that a tech come to the home to evaluate the situation. The tech came and said yes you definatly have an issue with no service but it's an outside tech service call and someone else with have to come out and fix. He advised me that I wouldn't be contacted and wouldn't even know when them came because it was outside and I wasn't needed. The Tech also said he would be able to return my prior modem that was replaced. I still haven't received the credit and have been billed for it every month since which is a total of $69.00 that I've paid for something that has been returned to Comcast. And yet again in May I still have maybe 5% internet service when I called Comcast customer serivce again they have to run there stupid test that mean nothing even though I told them the issue is on the outside. This time the rep completely knocked our internet out. No signal whatsoever could be sent to it! It took 4 days to get a service tech out (another long story or disgust with Comcast Service!) it ended up taking 4 techs 2 days to fix our internet service and to get it back up. These tech advised me that they did not see how we even had the 5% internet service that we did because the router at the main box wasn't pushing out enough to even reach our house!!!! So when the customer serivice rep on the phone only wanted to give me a $35 credit because she insisted I had internet service I laughed at her. I asked for a supervisor to contact me and to excalate the ticket #029720852. A Lartasha Roberson at 224-229-6200 x1380630 called me after 48 hours at 2:50pm on 6/19 said she was only in till 3:00pm that day. I called her back 4 times prioir to 3 left messages and called back every day up to today 6/26 and have not had one return call back from her to address this situation! This is not customer service. I don't mind paying for something that I have but when I have to pay double for something I don't have it is not right and it's taking advantage of people!

@ComcastCares No need for a PM. Currently it has been over 43 hours since I sent an email on July 14 at 4:49pm requesting further assistance with continued service and billing issues. This email was sent to the regional ECARE agent Gail A. who was tasked with helping us and Ccd the ECARE team in Tom K's office. In that email I clearly requested that I be contacted by email not phone. So far I've not heard from Regional ECARE agent Gail A. but I received multiple emails from Tom K's ECARE team members saying that they apologize for the inconvenience, they value me as a customer, etc., they are forwarding my request, and I would be contacted wishing 24 hours. The only contact I've had was a voicemail left by Kenneth I. yesterday morning at 11:35 am. I was unaware of that call/voicemail until I was able to check my phone calls/vmail so after 6 pm last night. I called Kenneth I back but left the office at 5:30pm. Left a voicemail requesting once again I be contacted by email not phone. Also sent another email to Gail A. And Tom K's team. Last night my husband I and were unable to access OnDemand to catchup on recent episodes of HBO's True Detective. We tried 3 times betwee (n 9 and 10pm but only got error messages and finally a black screen with the progam info at the bottom. I include pics of the error screens. Fast forward to today, I've received no communication from Kenneth. and now this message from you. Wow! I am underwhelmed to say the least. In addition for some reason im finding it very difficult to enter this reply. I've never had this much trouble using this forum.

Terrible Customer Service / Inventory Issues

I visited the Mentor, Ohio store this evening and am completely dissassified with the level of customer service provided by the sales staff and the store manager. I arrived at the store at 8:30 PM looking to purchase a Nest Protect smoke detector - $99.00 item. I asked several folks where they are located and they pointed me to different locations. I found the aisle where the Nest devices are but was unable to locate the item I was looking for. One of the sales associates looked in the system and said it shows 0, but maybe they are somewhere else. (If it says 0 how would they be somewhere else??) I showed him their online page via my phone that says pickup is available TODAY at their location. He said it must be wrong and again, maybe there is one somewhere else in the store. Huh? So - I went to customer service and found someone that was apparently a supervisor. I explained my interaction with the sales assosciate and explained what I was looking for. He did say sometimes the online page isn't in sync or inventory counts are off - BUT - they just did inventory on Sunday so they should be close. He found the item I was looking for in the system and it shows they do have 4 (the other guy said 0). He said he'd go track one down and he'd be right back. 10 minutes or so later the same clueless sales associate comes over and says his manager said he looked everywhere and can't find them. Then he says maybe I want to look back by the hard drives near computers and a couple other random spots. Ok - you want the CUSTOMER to go look around your store to find your misplaced inventory that was apparently there when you took inventory? I said I'd wait for the manager to return. Another 5 minutes goes by and some other random associate says yeah the manager can't find them. She also explains that they always have inventory issues.
Where was the manager during all of this? Why couldn't HE come explain how he just misplaces inventory?
How about offering to take my name and call if someone finds it?
How about offering me something for standing around there for a half hour why they look around the store? Oh yeah - I guess I was supposed to be the one looking for it
No appology... no nothing.. Just yep, our inventory sucks. Really?!? Is THAT how you want to do business? Is that C.U.S.T.O.M.E.R Service?
On my way home - I decided I'd call customer service. I said I'd like to make a complaint about one of the stores. They said one moment they'd transfer me. I was transfered and picked up - he goes oh hmm let me see what department that would be. He fumbles around for close to 5 minutes.. keeps saying ok just a second let me see here... then he goes ahh ok I found it and transfers me... I get music for about 10 seconds and....yep... the best thing ever... call drops. How's THAT for customer service?
BestBuy - you seriously need some lessons in how to treat customers. Get it together. I'll be shopping elsewhere in the meantime. What. A. Joke.

Hello EricMCSE76,
Finding a great smoke and carbon monoxide detector is essential to adding safety and comfort to your home. Nest Protect is a wonderful choice! It is disconcerting to hear about your experience at our Mentor, OH store when you attempted to make your purchase.
Via BestBuy.com, I see that both the wired and battery versions we carry both show as available for same day pick up. When checking our inventory systems for the Mentor, OH store, it appears that we should have both available at the store. This is discouraging to find, as it seems both our associates and a manager were unable to locate the products in our store.
While this might not be your typical movie or computer that you would be able to easily locate the area of the store that it should be located in, our associates should be knowledgeable and helpful in locating such an item. I am truly sorry if this was not the experience you had when you visited our store in search of a Nest Protect smoke and carbon monoxide alarm.
I am truly grateful for the time you have taken to share this experience with us on the forum! I hope that this experience hasn’t influenced your future shopping destination. If you should have any questions or need further assistance, please let me know.
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Total Lack of Customer Service - Ongoing Issues for 8 Weeks

Hi, I'm currently dealing with Comcast's legendarily awful customer support. I've tried a multitude of avenues, with the exception of this one, so in the hopes that maybe someone can help me here, this is what I've experienced in the past 8 weeks: June 1: Move into new townhouse. June 6: Attempt to setup Comcast internet and TV services through a 3rd party subscription company. $40/mo for Blast (50MB ) internet with a $75 VISA gift card, TV already provided through my HOA fees. Credit hard inquiry pulled for this subscription. Never got the $75 gift card. June 7: Attempt install of my own router/cable modem. Modem does not work. Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 8: Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 9: Spend several hours on the phone with various tech support and customer support employees. End result: 3rd party didn't actually create an account. Hard credit inquiry pulled (second one), $25/mo for 25MB internet and TV again included in HOA. Internet works, TV does not. June 10-16: Girlfriend (who is authorized on the account) attempts to pick-up cable boxes. Told that she cannot because she is not the account primary. After multiple phone calls to customer support, she finally is allowed to pick up the boxes. June 16-19: Attempt to install cable boxes, again with multiple customer service calls. Issue is traced to an incorrect rate code entered. Rate code correct, still doesn't fix cable boxes. End result: No TV June 20 to July 2: After multiple attempts to get cable boxes to communicate and failing, a tech visit was created. Tech visits house. My girlfriend was present for the appointment - I am an electrical engineer and did my best to explain to her what the issue is - there is a terminator at the external cable box preventing any signal from entering the house. She attempts to explain this to the tech, who dismisses her and says the issue is the satellite dish on the roof, which isn't even connected! July 18th: After trying to remove the terminator myself and failing, I call customer support and set up yet another tech visit. I am given a visit date of August 3rd (16 days later - completely insane), but promised that the agent will escalate the appointment and have someone call me back within "2 to 3 hours". I am still waiting on that particular callback. July 22nd: Spend multiple hours in online chat with 3 separate agents. My thought process was that by having everything in writing, maybe someone would actually do what they promised. I was promised bill credits for the unusable cable boxes and a callback within 24 hours to reschedule my appointment to an earlier date. Never got the correct amount credited, and I am again still waiting on that callback. July 27: Finally get aggravated enough to email the Executive Customer Care line. 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I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

I AM SO ANNOYED WITH VERIZON CUSTOMER SERVICE, Router Issue

So i upgrade to 75/35 and immediately don't get more than 45-65 downstream, heavy fluctuation. I power cycle the modem. It immediately pegs out to 84.2 down. Thinking it was a one off and all is good I leave it.
Couple hours later the speed goes back to the initial. Power cycle again and it maxes out again. Call Verizon and Tech support have me reset router (Westell 9100em) and the ONT. All seems good.
Couple hours again back to the same thing.
Call back Verizon the next day and the next tech says that the Westell may not be able to handle the speeds and says I should speak to customer service about getting an Actiontec Router instead.
They transfer me and customer service refuse to send it only if I pay money for it. The only way for me to get another model is for me to have a tech come out and swap it out. I am currently on hold trying to get that scheduled....
I just wish Verizon would own up to the issue.

If It's Been Less Than 60 Days Since The Port Out Happened,
You Should Be Able To Port That Number Back In.
However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
Such As The Acct #, Last 4 Of Social, Passcode, Etc.
It Might Even Be Possible To Reinstate The Next Agreement.
You Can Call Customer Service And Request To Talk To The Winback Team.

Currently Deployed - Customer Service/Deferment Issues

I'm unable to get ahold of Verizon from the location I am currently deployed to. I am looking to have my payments deferred so that I am not wasting hundreds of dollars on a service I currently have no use of. Any number I call tells me to call back *61(which I can't) and hangs up, or I just can't understand the person on the other side of the line when I call local stores. Live chat doesn't seem to work either and I can find no email support. Kind of frustrating. Is there any way to get this done that I am not aware of? Thank you!

IF YOU ARE DEPLOYED OVERSEAS, MAIL A COPY OF YOUR ORDERS ALONG WITH YOUR ACCOUNT INFORMATION.
Verizon Wireless
ATTN: Correspondence Team
PO Box 5029
Wallingford, CT 06492

BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired. It seems like a classic bait and switch. Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.
So, I call customer service. I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me. So I ask for a supervisor. And I get someone who says "I don't know" and has no answers except that this is the way it is. To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone. When asked why the rep didn't know that, yes, another "I don't know".
As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable. As they say, vote with your feet, I will be exploring other stores to spend my money at. A website that says something is available, and then isn't, simply is bad business. And customer service who can only say "I don't know" isn't really customer service at all.
A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened. Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy. I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.

Hello User269123,
I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Complaint - Store Customer Service

To whom it may concern (@VZWsupport):
Yesterday I walked to the Verizon Wireless store located at 859 Broadway in New York City. I entered the store at approximately 8:28 PM (the store closes at 9:00 PM). There were maybe six customers there ahead of me; however, the Verizon staff member who greeted me upon entrance immediately informed me that it was too late to get in line for assistance. He told me that "You are too late. We can no longer help you tonight." All I wanted to do was purchase a screen protector! I had no customer service or tech issues. I simply wanted to give money to Verizon in exchange for a small piece of plastic to protect my phone's screen. Confused, I asked if the store was open until 9:00 PM, and the gentleman said yes. Why have store hours if you decide arbitrarily that anyone who enters 30 minutes before closing time will not receive service?! The store might as well state that it closes at 8:30, if that's how it's going to conduct business.
Annoyed that I wasted my time going to the store, I walk to the exit doors and try to leave. There is a problem... the doors are locked! Verizon locks the doors from the inside to prevent people from entering the store (despite it being open for another 30 or so minutes). This is not only annoying, but I'm sure it is against the law as it must, at the very least, violate fire code. It also made me feel uncomfortable knowing that I could not leave the store unless I was let out by an employee.
Here are my questions that I would like addressed:
1) Is it Verizon store policy to stop assisting customers who enter the store before closing time? If so, how much time before closing time must I arrive to ensure that I can purchase a small accessory?
2) Is it Verizon store policy to lock the door while the store is still open, and customers are inside? If so, how long before closing time must I arrive to avoid being locked out or inside the store?
3) Verizon sells plenty of accessories in their stores. Why doesn't Verizon assign one of the probably 7 employees working at any given time to act as a cashier only, for those customers who only need someone to assist in a transaction (no customer service, tech issues, or phone purchase)?
As much as I like Verizon's excellent cell reception and data coverage, I find the in-store (and sometimes the online) experience to be awful, inconsistent, and infuriating. As such, I will be purchasing all new phones and accessories from the Apple store instead, where they seem to know how to treat their customers. I will also begin investigating whether any of Verizon's competitors would like my business, as it seems Verizon is no longer interested.
Sincerely,
A 12-year Verizon customer (who is about to end the relationship).

Verizon Wireless Customer Support,
I would like to make you aware of a second customer service issue resulting from this transaction. Last week, in response to my initial complaint about a Verizon Wireless store closing early and locking the doors with customers inside, I was instructed to purchase the accessories (2 glass screen covers) online, and Verizon would credit my account $20.
As requested, I placed an order that that day, with delivery to my office. On Monday, I get a notification that the package has been delivered, yet, the package never makes it to me. I call the USPS and they give me details on the package, saying it was delivered at 10:38am on Monday, as per Verizon Wireless's instructions, with a waiver of signature.
At this point, I have paid for the items out of pocket (something like $45), and have nothing to show for my order. Only frustration.
I called Verizon Wireless customer support and spoke with Kathleen and her supervisor Marie at 12:27pm today. Both proceeded to say that I could pay again, and they'd send the items again, with no assurance that it gets delivered to me. They tried to absolve Verizon of responsibility by saying that it was the USPS's fault. Yet, the USPS did exactly as instructed to do by Verizon, in that it delivered a package (likely with the Verizon logo on it) to a building, and did not require anyone to sign for it. This was a terrible decision. Because Verizon did not require a signature, I did not receive my package. I blame Verizon for this negligent shipping.
All I would like is to either be refunded for my $45 or so purchase because it never got to me, or have it shipped again, with a signature required, to ensure it actually gets to me.
I have wasted over an hour on the phone with Verizon only to be made to feel like I am somehow to blame for Verizon's poor shipping instructions. Kathleen and Marie were not helpful and offered no sympathy whatsoever to a customer who has done ABSOLUTELY NOTHING WRONG, other than expect Verizon to deliver a product that I paid for.
In the end, I am stuck writing another email to customer support. Money out of pocket, yet no items to show for it. Regarless of who is as fault, Verizon or USPS, I would think that after 12 years and thousands of dollars spent on Verizon Wireless service and products, I could get at least some assistance in this matter.
And Verizon wonders why so many people despite it's customer service...
Please help.
Thanks,
Josh

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.

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Customer service issues

I am having significant issues getting u-verse installed with the rate and equipment promised when I signed up (which have record of via chat). One the day prior to installation I talked to an Esther in Customer Service in San Antonio who confirmed my appointment and guaranteed a 1TB DVR would be delivered with the installer for installation. The installer (Tracy Pickett #TP8522, super polite) came to my house on 6/17 without the 1TB DVR I was promised and the service was provisioned for neighbor’s house. That was going to double the time for installation, plus no 1TB DVR, so I told the installer I would reschedule. That day I talked with a difficult character who told me he was in "Ghalla" (India?) named James who was difficult to understand and extremely rude, but he promised me a 1TB DVR, but could not get the agreed upon month rate correct (again guaranteed in writing via chat). He told me it would be $25 more per month than agreement. He then transferred me to a Kim in Retention in Jackson, MS who got the price right, but included a $49.95 install fee with 1TB DVR. She said I was all ready and good to go, but she was going to talk to her supervisor about getting the installation fee waived and additional credits for my troubles that day and with James who she agreed was very difficult to deal with when she conversed with him. She promised a return phone call from supervisor by end of the day…13 days later, No Call. The following week I called Customer Service again and after going through several people ended up with rep named Princess in Retention in San Antonio. She was not the friendliest character telling me AT&T did not even offer a 1TB DVR and that I would need to check with DirecTV since they are the only provider that offers such equipment. I proceeded to tell her of my original chat, conversations with Esther, Kim and James as well as my installer, Tracy, all telling me a 1TB was available. While talking on phone I googled it and found it was available, but she still continued to deny availability. Finally she contacted technical support and told me it was available, but I would have to talk to the sales department. I told her I was working with her, so she contacted sales which stated I would have to take a regular DVR and then “request” a 1TB DVR after installation. I told her that was not going to happen since it was promised to me up front and what’s to say I was going to get it once service was ongoing and I was locked in. She stated she would have her supervisor, Roland, call me within one hour...still No Call. Essentially I want to switch to your product from a competitor, but your employees are making it extremely difficult. I treat each one of them with the utmost respect, but obviously it’s not reciprocal. This is my last effort to get service, if this doesn’t work out I am going to just cancel and stay with my current provider. Please help!

That the exact problem w/chat, everything gets jumbled up. ATT does have a 1TB DVR, but only for Gigapower users, no one else.
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Customer Service Issue Tyler Tx Best Buy

I recently had the worst experience at the Tyler TX Best Buy. I sent an email via the website to the store manager.
Below is what I sent.
"I have been a loyal patron of the Tyler Best Buy ever since it opened and never have I been treated so poorly. I believe this needs to be brought your attention.
Three or four days ago I came into your store and picked up a Nintendo Captain Falcon Amiibo figure. Upon check out I was told the item was put on the shelf by mistake and they WOULD NOT (was it necessary for the rude sales guy to emphasize "would not") sell it to me until it's release on 12/30/14. I asked him if there was anything that could be done, because it's not my fault your employees put it plainly on a peg for all the world to see. I was told there was absolutely nothing that could be done. The only option presented to me was to return today, on 12/30/14, and purchase the item then. I frustratingly agreed and went home and told my kid he would have to wait until the 30th. I have heard nothing but Captain Falcon from him since then.
So I made sure I was the first person in the store today. I walked to the Amiibo section and, SURPRISE, there was no new products. I told the associate what I've written so far and he asked another guy who said to check the store room. I very patiently waited for him to return only to be told he could only find one of a different character. I explained again to him the situation and there was no way captain falcon had already sold out. I mean, I would assume the same practices are standard to each customer in the same situation, right? He asked me to wait a minute and I was soon met by a gentlemen in a black Best Buy shirt. (Great - they only send in the black shirts when some thing is wrong)
He asked if I was the gentleman looking for the Amiibos and I nodded. He told me the character was spoken for already. I asked how that was possible and once again reiterated my story to him. I was met with a blank stare and a "yea." He told me, more than likely because he wasn't "too sure," that the item must have been placed back on the shelf and when somebody raised a big enough stink about it the manager let them put their name on it so they could return on the release date. Really? Street dated items are continually being put on the shelf? Needless to say I was floored. When I asked why these exceptions were made for others and not myself he told he didn't know. I said thank you and turned and marched out the store.
Never have I been so disappointed and angry at the same time about customer service. When I asked if it was a possibility I was vehemently told no, yet other customers who complained got an edge up on a street dated item. I was going to elevate this situation to the district manager, but I will let you take care of that. I am extremely irate about this. Not to mention I had the explain the situation to the kid. I promise you I will NOT be returning to your store. This whole experience has left me with the most terrible impression of your customer service.
I sincerely hope you take this opportunity to educate your subordinates on consistent customer service practices. "
As of today I have yet to receive any kind of response. No we are sorry for wasting your time. Not even a simple acknowledgment of the complaint. This is truly infuriating. Will somebody please at least recognize the situation?
Thanks for your help.

Dear Brawdon4,
Before coming to work at the corporate level, I was a member of leadership in our stores for years. The teams I was a part of were always seeking the voice of our customers by utilizing the customer surveys listed on the bottom of our receipts and through face to face interactions with patrons shopping in our store. I am sorry if your concerns haven’t been treated with the same haste or care up until this point.
Items that have a hard street date are not able to be sold before that date. This can permanently damage or sever our relationship with the respective vendor. Stores are typically very careful of ensuring these products aren’t prematurely merchandised on the sales floor. This would explain why the associate was unable to make an exception on your behalf. However, stores are also instructed to not make unpaid holds for products as they usually create issues somewhere down the line. Much like it did during your return visit upon the products release date.
While we are all human and accidents can happen, your frustration is completely warranted as this situation could have been avoided entirely. I have personally shared your feedback with the general manager of the Tyler, TX (store 246) location to be addressed with his leadership team for coaching and training. Please let me know if you have any other questions or concerns.
Warmest regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Customer Service Issue

I just finished speaking with your customer service department and have found myself MORE frustrated then when I called. I have been a LONG standing Verizon customer (longer then the 2003 that I was told) and have always spoken quite highly about your services until now.
Approximately three months ago we called to upgrade our home internet service and that started the frustration with your teams. We were told that the service would be an additional $10 per month and we would see that charge after six months. The first month the bill was wrong. We called and in theory it was straightened out. We had to call the following month and again were told it was straightened out. Month three I notice that my bill is astronomical and I call. Yup straw that broke the camels back. I call in and explain my frustrations with the first issues and now this HUGE overage in my cell phone bill. I explain that when I took the phones I was told ANY Verizon phone was free; I was IMMEDIATELY corrected that Verizon land lines were never the case. Well Verizon that has been your policy however a customers knowledge is usually what the person they signed up with has led them to believe. If you review the bills you will see that the usage has gone up considerably. So clearly this was only brought to my attention today since I was under the impression that the increase in my bills was due to the computer line. Absolutely, my bad for not thoroughly reading the statements and it is my responsibility to review my statements. Since the bills rarely fluctuate I am among the legions that don't review it.
This morning I went on line when I noticed that I received my bill and gasped. How could my bill be so much? It became clear to me when I reviewed it what the problem was. I asked myself why didn't I receive a call from the company that I have bragged about for their outstanding service to say we noticed your habits have changed and we wanted to review your account with you? Most companies do this....I work for a bank and we call our customers on a daily basis to touch base with those that have been flagged as changes in their normal habits.......wouldn't my cell phone company do this?
So the first person that I spoke to kept quoting policy when I explained what I was looking for; I told her I was a long standing Verizon customer. I was frustrated with the bill I just opened since I was under the impression from when I took the phones that Verizon to Verizon (including land lines) were part of the package and I thought my bill was ridiculous and I was looking to change plans and see if there was anything Verizon could do to help me. While I am sure that the representative was not aware of how she was addressing me I felt as though I was an uneducated individual; policy, policy, policy. I completely understand that every company has policies and procedures, I am completely aware that I have a responsibility to review my bill on a monthly basis but she truly inflamed me. Does not the $325 dollars a month that I pay for land line, computer service and cell phones mean anything to Verizon? Nope.
I asked to speak with a supervisor since I did not want to take my frustrations out on this service representative and I explained this to her. I told her that while I was positive that she didn't realize it she made me feel as though I was being spoke down to and I didn't appreciate it. Since I work in a highly regulated industry also (banking) I understand that ALL companies have policies but the truth in the matter was that no one cares to hear that word or not feel as though they've been heard. I asked to speak with a supervisor.
Audra was the supervisor that came on the line. I explained to her my frustrations, said I was looking to see what could be done for again here was the litany of my frustrations. I was told that the POLICY was she could give me $90 towards this overage but Verizon never allowed land lines to be included in their service. Again I know that now and probably should have known it then and moving forward I'll be sure to ask so many questions that I have the person selling me the service wondering if the sale is really worth it. I voiced my annoyance (I am annoyed) about policy and the $90; it's truly not the $90 it's how the word policy keeps creeping into the conversation. It's as though that word can be used as a "shield" to stop a customer's annoyance; it doesn't. I then asked for the termination without penalty; well if I'm terminating then as a matter of policy she would not give me the $90 credit. Do you see where this is getting worse?
I then ask for the address to write a formal complaint to and the phone number; as a matter of policy you don't give it out? Seriously, okay. I then inform Audra that I will be contacting the FCC to file this complaint also; looking back customer service or the poor service truly isn't in their realm but not giving an address to your own company? It's a matter of your policy?
I move along to the upgrade in my service and taking the $90 credit since I have two early termination fees; I'm all set. I do need to go on line and register the 10 phone numbers that I want for friends and family. I find this strange; you know which numbers I call most frequently; suggestion - with all of the technology that's out there I would think you could do an analysis and send an email to the users about this and ask if this works for them. Simple customer service.
I say that given the size of the bill I would like to make arrangements to pay this over two months; I'm told I'll have to call that number. Really she couldn't transfer me?
So Verizon, we all know that a dissatisfied customer tells 10 people before there was internet and social networking sites. I'd love a phone call to discuss this message so please feel free to contact me.
Sincerely,
Unhappy customer

I am totally guessing that you were calling a VZ landline thinking it was ok to call and not be billed. The literature is very clear it is Mobile 2 mobile or Verizon wireless customers to Verizon wireless customers that you can call without using minutes.
As for Friends and Family. Be happy they are letting you have numbers to call for free. There is no need for them to give you the information. Lets say you have a family plan and they choose all your teenage kids friends and not anyone you want.

VZW Customer Service is a Joke (3332 Error Still A Huge Issue)

I've been using an old (original) Razr flip phone, and recently had the opportunity to purchase a (never used) Razr2 that missed the 3/2011 update. Before forking over a single penny, I googled the 3332 error. It brought me to these very pages where a very helpful Verizon employee (helpful Verizon employee being an oxymoron these days) named MikeS_VZW posted on several different threads about how to fix the 3332 error.
He posted a direct filepath for store employees to follow, and he also posted a list of phones that the flash would work for. (By the way, all those threads are now locked for some reason.) It was based on this information - a Verizon Wireless Employee posting on the Verizon Wireless Website, that I decided to fork over the money and buy this new phone.
So a few days ago I head to the Encino, CA store and am told that they don't have any computers at all that a phone can be hooked up to and that he didn't think any stores are able to flash phones. But he did go in back and call around. Turns out that the Flagship stores are still able to flash phones and that the nearest Flagship store was in Porter Ranch.
Today I went to the Porter Ranch, CA Verizon Wireless Flagship store. Upon entering I explain that I was sent there from Encino to have my phone flashed. I show him a printout of MikeS_VZW's filepath & instructions. The greeter tells me that he doesn't know why they keep sending people to his store but that he will have someone help me out.
Jean Carlo comes over and I explain the whole thing to him again. First thing that he tells me is that Encino could have done it saving me a extra 30 miles (15 miles each way). Well I say that they told me only Flagship stores could Flash my phone. He tells me Panorama City is also a Flagship store (and only about 4 miles away from me). But whatever, I'm already in the Porter Ranch Store...
I show him the printout and without looking at it he responds that he knows how to flash a phone. He then goes on to tell me that he can flash my phone but if it burns out, which has happened, then they aren't responsible and I would have to pay the insurance deductible to get a new phone.
Again, I WOULD HAVE TO PAY MONEY OUT OF MY POCKET, IF THE VERIZON WIRELESS FLAGSHIP STORE EMPLOYEE RUINED MY VERIZON PHONE WHILE TRYING TO GET IT TO PROPERLY WORK ON THE VERIZON WIRELESS NETWORK. Gotcha.
I told him to go ahead, because if it burned out then I would revert to my super old original Razr and then just wait it out til the end of my contract.
Ten or so minutes later and brings my phone back as it's still restarting and asks if there's anything else. I say no and he walks away. As soon as it restarts I try to download Backup Assistant and I of course get the 3332 Errror.
I go to find Jean Carlo, but he's with a customer...20-30 minutes later, I show him the printout of the filepath that he previously refused to look at and ask if that's the filepath he followed because I'm still getting the error message. He tells me to hold on, takes the printout and goes to talk to someone. 5-10 minutes later Benjamin the manager approaches me and says that they can't follow specific filepaths, they can only flash phones with whatever software they have on their computers which are sent to them by Verizon.
I explain that this is a fix posted to the Verizon Website, by a Verizon Employee and am told that there is nothing they can do and that I should call tech support.
As soon as I got in my car I called 611 customer service to complain about the runaround that I had gotten which resulted in nothing being done to fix the problem that Verizon themselves created. The cs rep (whose name I didn't get) told me that it sounded like an issue for tech support. So my call to complain about getting the runaround results in getting more runaround.
I was transferred to Buddy. I explained everything to him, told him about this forum and asked him to pull it up. He was unable to because their computers are very slow and the page kept timing out before it could load (VERY TELLING). He did mention though that anyone could post on the forums that MikeS_VZW might not be a Verizon employee. Buddy's solution was that he offered to replace my new phone (old, out of stock model, but still new and never before used) with a "like new" refurb. This option would 1) not cost me anything, and 2) not require a contract extension. The only 3 phone choices he gave me are all garbage. I wouldn't take any of those phones if I was offered free service to use them. And even if I were willing to try one out to see if it was acceptable, I'd have to send them my Razr2, so I'd be stuck with the garbage once it proved to be garbage. And since he was unable to pull up this forum to see that there is a fix, I asked to speak to a supervisor.
I was then transferred to Brandon. While his computer was super slow as well, he was able to open the forum and see the filepath that MikeS_VZW had posted. I asked him to verify that we are in agreement that MikeS_VZW is (or at least was) a Verizon employee. He conceded that it appeared that he was. A lot of back and forth later, he promised to call stores in my area to see if he could find one that could and would be able to fix my phone. But before he did that, I asked him if he was able to open the filepath that MikeS_VZW had listed. He tried and said that it had been moved to a different location. He looked to for in that new location and still no luck. Therefore, if he wasn't able to find it, what was the point of asking a store to follow a path to a destination that didn't exist.
That 611 call lasted 02h 01m 31s. Plus the 45m-1h I spent in the Porter Ranch. All for nothing. All because Verizon has obsolete information posted in it's help forums.
There was a reply to a (now locked) post dated as recently as February 13, 2013, a mere month ago, saying that they went into a store in Columbus Ohio, and that store was able to fix the problem. Why does one hand not know what the other one is doing.
Is there anyone else that has had this issue resolved recently?
I have been a Verizon Wireless customer for over 10 years, since before it was called Verizon Wireless (I started with Airtouch). Slowly but surely, year by year, month by month, and day by day, their service, as in customer service (not wireless service) has steadily gone downhill. They do not care about their customers. They only care about their customers money.
I have 3 phones in service with Verizon, and as soon as the contract expires on the last one in July, I'm dropping them as fast as they drop calls in the canyons.
Q: Why create that update in 3/2011 that removed functionality from all the basic/non-smartphones?
A: Cashmoney*
By removing functionality you force your customers to upgrade their phones. (Cashmoney)
By forcing your customers to upgrade their phones you force your customers to sign new 2-year contracts. (Cashmoney)
By forcing your customers to sign new 2-year contracts when you basically offer nothing but smartphones, you effectively force your customers to switch to a smartphone. (Cashmoney)
By forcing your customers to switch to a smartphone you force your customers to add data plans. (Cashmoney)
Q: Why start charging a $30 upgrade fee when it used to be free to upgrade?
A: Cashmoney
Dear Verizon, may I please please pretty please pay you $30 for the privilege to continue paying you every month? (Cashmoney)
Q: Why eliminate the unlimited data plan and move to an obtusely structured tier system?
A: Cashmoney
Hey Verizon, do you think there's any way it's possible for me to pay you more, but get way less? Why don't you guys look into that and see what you can come up with. (Cashmoney)
*Cashmoney - Corporate translation: Added revenue stream
Note: all the tags relating to this post (i.e. no_help_from_customer_service, money_hungry_company, cancel_contract, cancel_service) were already created by other users prior to me.
>Subject line edited to remove profanity<
Message was edited by: Verizon Moderator

1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
2. We are not all customers here, Verizon employees are constantly posting on these boards.
3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
5. >Comment deleted<
Message was edited by: Verizon Moderator

We need a new section entitled: Issues With Apple Customer Service

"This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
I sympathize with your problems, and I hope that you are able to get them resolved soon.
Good luck!

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