Customer Service is broken

I tried the link to contact customer service, but it told me I don't have the authority to contact customer service - yeah, how borked is that?
Skype is crashing every 30 seconds today all day about 15 crashes so far.  I can't even find a way to let them know this.  

Hi, Judy3T, and welcome to the Community,
Skype is aware of this crashing issue, and issued a hotfix yesterday.  Please read here:  http://community.skype.com/t5/Windows-desktop-client/Skype-Fix-for-crashes-caused-by-bad-URL/td-p/39...
If, after updating your Skype software, the crashes continue, please post a new request with as much information about your system as possible on the correct message board matching your operating system.
Skype is aware of lingering website issues experienced when trying to contact Skype's customer service unit.  Temporarily enabling scripts, pop-up dialog boxes, and disabling plug-ins which could prohibit pop-ups may help get past website problems.  Here is a link to the instruction on how to contact Skype Customer Service via their secure portal: Contact Customer Service
If you still experience difficulty reaching Skype Customer Service or find yourself redirected back to the Community, please try again using a different web browser and choosing a different path through the various drop-down menu options presented.  A few people reported back that they suddenly succeeded after several failed attempts.
Also, look to approve a pop-up dialogue box which would connect you to start an instant message chat with a customer service agent. If you have pop-ups blocked in your browser settings, this will also block reaching an agent.
Last and not least, when you reach the last step of the process, remember to click on the "Start Chat" link when you are provided the choice of visiting the Community or starting an instant message chat with a customer service agent.
Regards,
Elaine
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Similar Messages

  • A7II Broken & Horrendous Customer Service/Support

    So in the middle of April, after much research, I took the plunge and bought a Sony A7ii. The camera worked well for two months. UNTIL I went to turn on my camera June 18th and nothing. No power, nothing. Ok, change battery, nothing. Ok, try power cord to wall, nothing. Ok, remove battery and wait more than 5 minutes, nothing. Completely dead. No power whatsoever. I keep my cameras in padded cases at all times when not in use.  Also, this camera never saw any moisture from rainey or humid conditions.  Basically, I take really good care of my gear because I know how much it costs.  Camera was flawless and only 2 months old (until it would not awaken that is).
    Anyway, I called "tech support" for Sony and unfortunately was told that I had to send it in for warranty repair.The repair company is Precision Camera Repair.  I was told by Sony that I had to pay for shipping of the camera to the repair center. Just so you understand, I had to pay $43 to ship a camera that was 2 months old to a repair center (awesome service Sony!).  I have called to speak with someone at Sony about this and was told someone from Customer Escalations would call me back.  I have yet to hear anything as of Friday, June 26th.  Again, awesome service Sony!!   The camera arrived at Precision Camera on Monday, June 22nd. I signed up to receive automated updates from the Precision Camera Repair system, yet never received any updates.  So when I had not heard back, I reached out to them to get an update. This is the response I got:
         I apologize for our delay in getting back to you with updates. The unit was received and signed in on 6/22 and we are waiting for a part to come in to complete the repair The part is a Mounted C Board SY -1049 and the part number is SC A -2065-816-A . The eta for the part is 7/21/2015 or 28 days. Please contact us at 860-272-2100, and let us know if you would like to continue to wait for the part to come in to proceed with the repair, or send the unit back unrepaired. There would be a $12.50 shipping fee.​
    With no details as to what is wrong, I responded with "Can you tell me what the issue with the camera is/was?" The response I received is below:
         You sent us the unit with this issue below:
         Comment upon registration: Description: camera will not turn on at all:- Warranty: Yes:- Has serviced? No:-
         The technicians found the unit in this condition when it was sent in:
         DIRI0100866black/ body smudged dusty/lcd smudged film/ viewfinder hood dusty /
         Please direct your questions to [email protected] and please include your Tag# in the subject line of the email.​
    So, to summarize:An $1800 Sony A7 ii camera body completely died after just over two months of light useI not only had to, but was expected to pay for shipping the camera inI will have to wait a full month (July 21st) to get my new camera back as they don't have the partOr I could pay return shipping (another insult) and receive my non-functioning camera back I still have no idea what is wrong with it, unless smudge/dust on the lcd screen or smudge/dust on the viewfinder hood has the ability to brick an $1800 cameraI hope someone from Sony reads this and has some answers.  When I called to speak with someone, I was told by Sony's "Customer Service" (term used loosely) that unless I bought it from their website directly, there is nothing, yes I said NOTHING they can do to help. Their "Customer Service" is for website purchases ONLY. I asked if there was customer service for people who own Sony products, but didn't buy them from the website.  I was told straight up, NO.  And since I bought my camera from Amazon, there is nothing they can do.  AT ALL.  They transfered me to "Technical Services" (again used loosely). I was told by them that the issue would have to be escalated to "Customer Relations" and there was nothing they could do. So, another transferred to another department that can do nothing.  No one has called me back from Sony on any of the issues listed herein  I hope someone from Sony reads this and questions the "processes" and "support" (hahah, it is very hard to say that without laughing) they have in place for consumers who are spending what I consider an adequate amount of money for their products.  I have lost all faith in Sony and will share my story with anyone in the photography community who will listen. Brian   

    I'm sorry to hear about your experience. Adobe doesn't officially monitor this forum. HOWEVER, they do monitor the adobe.com forum and try to resolve issues there. I hope that when you repost someone will step in to help you out, ASAP.

  • Apple Customer Service and warranty exceptions

    Hello all,
    Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
    In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
    *The replacement of the battery under the original MacBook Pro battery exchange program
    *The left fan on the unit dying in 2007
    *The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
    *Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
    Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
    Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
    Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
    I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
    While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
    I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
    *Statutory conditions (goods)*
    The Trade Practices Act implies the following statutory conditions into consumer contracts:
    * The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
    * The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
    * The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
    * You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
    While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
    I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
    What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
    Love to hear your points of view on this one; thanks for taking the time to read it!
    Cheers,
    Dave.

    Dear meacod
    I have live the same, except that I Cure my MBP before it goes to die.
    A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
    But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
    I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
    The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
    Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
    since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
    Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
    I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
    so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
    good luck

  • **bleep** BT BBand **bleep** customer service.

    Feb 19 called in after previously reporting BB fault.  have now had 3 line test done.
    Told problem inside house.
    Feb 22? engineers  came and test line replaced socket and said the fault was in the exchange and said that i would receive a new router and that the case would be open 5 days.
    I waited in 3 days for a new router to arrive... Guess what one never arrived.
    This was also questioned after this date and i was told one will not be coming.
    feb 27 called in as problem still exsisted and they refused to pass me onto complaints.  was told i could get to complaints via teh 150 number, but I could not find away to it.
    feb 28th problem still not sorted and spoke to someone who offered me a new contract £25.35 all in the same package.
    Why would I want to get a new contract for a faulty line????
    (not sure of date.)
    navamita mukherjee
    said case closed
    supervisor biplab ghosh
    previous advisor incorrectly gave me wrong information.
    1/3/11  12:17
    zareen said it has been fixed again.
    2/3/11  13:08
    sucheta  said there is now a fault.
    throughput fault  next update 31 may 2011
    am entitled to rental rebate, never offered.
    I am still waiting to receive a phone call concerning the rebate.
    Its only been nearly 5 months...
    Ive also called into customer services in may and june to which the repsonces where that the poblem is in the exchange and then my home and then the exchange and then that there is no problem/fault.
    But guess what!  I still have a problem, and my broadband is running like a bag of poo.
    richard in india 13:29 13/6/2011
    Doing line test
    he tried to tell me that i was downloading at 7.6 meg when it was only 3998 kbs, stating that my DSL connection rate is what i am downloading at.
    told nothing wrong and turn modem off for 20 mins
    and he would call back
    he never called back.
    13june2001 19:24 shaid
    asked for ofcom/oftel details trying not to give them...
    supervisor claire
    told they do not hold the information for ofcom.oftel
    john bt technical help desk.
    said there is a problem in the exchange
    14 june 2011
    john 13:24
    tested and is at 5.4 meg
    I saw a Bt engineer outside the exchange late june and asked him what the problem is, he said there is a problem inside the exchange! as I am not the only person to have a problem in the area.
    I have continued to call into bt to complain about the service, where i feel i may as well not have bothered.
    Because the people you talk to dont comprehend what you are saying to them and they try to fob you off with excuses and misleading bull **bleep**
    for the last month my broadband has been up and down like a yoyo.
    where for the last couple of days it has done an all time low and dropped down to a near constant 1 meg line.
    called bt 2100 5th july 2011
    yogesh
    complaints 
    sanjesh  in complaints,
    raising complaint again and monitor speed profile.
    abdus 11:51 am
    6th july 2011 11am
    20 mins waiting
    laksnakshmi
    0800800150
    shabu  would not pass me through to complaints
    I have paid nearly £40 a month for nearly 5 months for a broken service, promised a router and waited in 3 days for it to arrive, wasted hours upon hours trying to get a fault fixed, that your staff have consistantly mis-lead me about and even trying to fob me of with right bad excuses...
    £40 x 5 = £200
    £80 a day for 3 days = £240
    Countless hours wasted on the phone    Ffffing PRICELESS! 15 hours £10 an hour £150
    Are you going to compensate me for the mental stress you have put me through?
    I have mental health issues and you as a company have pushed me past my limits on more than one occassion.
    Regards
    Madeingb.

    Bad language is a product of compounded bad customer service.
    If in the last four and a half months they had fixed the problem, we wouldn't be typing this on here.
    Then there wouldn't be anything bad writen above.
    But as the word under those stars and beep isnt actually a bad word, it was just another word for poop.
    I dont see what is so bad about it.
    Frustration?
    Do you mean the frustration caused by asking someone politley to put you through to the complaints department and they refuse to?  So you ask again, and they still wont put you though.
    This happened more than once.
    Four and a half months is plenty patient.  Dont you think?
    As you said the staff on here are far better than the ones on the phone and they have reset my profile and allowed my broadband to work better than 1 meg.
    So the most recent compounded problem of the stuck profile has been fixed, now it just leaves the problem in the exchange with throughput to be sorted out now.  
    The problem I have had for the last 4/5 months.
    Question everything or fall victim to authority.

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

    I've been using Verizon jetpacks for 9 months now.  Seemed like a sweet deal. Prepaid. Convenient. Fast and reliable.  WRONG!  I logged my 1000th hour on the phone with customer service today after a 5 hour "troubleshooting" session, second one this week. I've been having to make this exact 5 hour phone call every week sometimes up to 4x per week.  I've never spent less than 3 hours on the phone or gone more than 4 days without having to contact customer "service."  Naturally, this is pretty ignorant sounding.  But, I paid $100 for a significantly small amount of data.  I prepaid to be exact. For a service to be rendered one must be able to receive the service paid for.  That's simply not the case.  I paid $100 for this data already and can't actually use it with any convenience. Unless of course, 5-20 per week on the phone with customer service is typical of any other company.  Other than Virgin Mobile, No.  It's in fact an extremely absurd amount time for ANY customer to spend on the phone with ANY customer service.  No exception.  I feel rather abused, used and ****** over by this so call "service".  I lost 6 clients. They all sued me in small claims for $3000 each for failing to maintain my end due to my weekly dose of hours on the phone with customer service and NOT doing the job I was employed to do. Nope. Instead, I spent my time with Verizon Customer Service and COURT! Yay!  So, I've lost my home, my car was repo'd, $18k loss, 6 customers... and not one time has Verizon spent one second and said to me "Verizon could be the problem"... NEVER has that been the case in all 1000 hours logged.  Interesting?  No.  Just abusive.  I resent having to call customer service at all any more. It's even causing my mental health to suffer after all this.  You know what is found every time?  I'm on a prepaid plan on a device customer service told me to purchase.  But wait... thats the second device.  Every week I'm told The OTHER device is the one that works with this plan... then a few days later, no that other device is the one that works with the plan, a few days later... The OTHER DEVICE IS THE ONE THAT WORKS.. FFS. See a pattern? I've been directed by Verizon to replace my device 3 times, at $100+ per device plus the $10 sim card, plus the 5 hours on the phone with them every few days.  I'd say there's an issue with customer service.  First, yes it IS possible there is an issue on YOUR end.  I'm pretty sure that having to buy a new device every time I call isn't really the best answer.  Second, for the extremely limited amount of data I can't afford to watch a video for fear of capping my data before the end of the 30 days because its 10gig of data.  Yeah, 2 whole movies worth!  Third, its possible to be wrong, yet Verizon has never, not one single time chose to check their end.  ALWAYS and ONLY my end. I don't find that surprising or ironic, I find it the most ignorant and worst customer service in existence only second to Virgin Mobile.  Virgin mobile did finally acknowledge the issue was in the broken tower nearby. 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

  • Could this be the worst customer service ever???

    Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT.  The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT.  It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service".  No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it.  As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
    Am I missing something here?  Am I expecting too much of BT?  Am I making a fuss over nothing?  Or does this resonante with anyone who has had dealings with them?
    ORIGINAL LETTER (5th NOVEMBER):
    Dear British Telecom
    I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
    I received a MAC code from BT at the start of September which I tried to use to switch to another supplier.  The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded.  I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie.  She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal.  She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days.  No confirmation came through.  I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress.  However, on 24th, the work had still not been done.
    I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day.  I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work.  She agreed to this.
    I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired.  It had been repeatedly rejected because there was an open order on the line.
    I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th.  I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you.  I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
    Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account.  I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account.  None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed.  I spoke to many people who claimed that it was closed.  Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
    These calls were without exception long and difficult.  I was often promised calls back with explanations, but not one ever came.  I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway.  I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary.  In short, I spend very many hours that I really could not afford on the phone to BT to sort this out. 
    This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more).  The calls caused me significant frustration and distress, and affected my mood for a long time after.  The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this.  I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
    My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done.  I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order.  These were not one-off events – each of these situations happened several times.  I can only describe your customer service as consistently abysmal.
    Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
    Sadly, though, that is not the end of my problems with BT.  In the early hours of this morning, I received 3 emails asking me to view and pay my new bill.  This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have),  as well as separate listings for “BT Broadband Option 3”, which I also do not have.  There are no words to describe the shock and disbelief I felt upon opening this.
    Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted.  I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract.  I was assured several times that this is what would be achieved.  The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes.  Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
    I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
    Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment.  Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
    Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT.  Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero. 
    I look forward to your prompt response.
    Yours sincerely
    FOLLOW UP LETTER (20th NOVEMBER):
    Dear British Telecom
    I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days.  The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours.  However, 2 weeks has now passed and I have received no response from BT.
    I tried calling BT again on 12th November, after receiving a new bill demand.  On the automated system, I asked to speak about my bill.  The automated voice said “about your bill.  Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team.  I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did.  I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this.  Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
    Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November.  Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
    I called again on 18th to speak to the complaints department.  I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th.  Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation.  As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point.  She even re-confirmed my mobile number, but of course, no call ever came.
    And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
    Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me.  This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months.  Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has.  There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast.  This is now proving to be equally true of your complaints procedure –  my complaint has been completely ignored.
    As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out. 
    I include a copy of my original letter below, and am sending this to you both by email and in the post.  I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising.  Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
    Yours sincerely

    Update - in case anyone is still interested -  Here is my response to them:
    30th December 2013 – Our Response
    Thank you for your proposal, which we do not find acceptable.  
    Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused.  An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this.  Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
    You say that you will feed back to the agents involved about the terrible service that they have given.  This will make no difference.  If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic.  If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ.  I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
    I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
    Best Wishes
    Guy

  • Another Customer Service Compla

    Hi, and thank you for reading this message.
    I've experienced bad customer service from Creative and feel it necessary to add to the other warnings posed in this forum. The basic theme is the same: Creative seems to take deliberate steps to make receiving support (especially warranty service) very difficult.
    Specific ways I have experienced this apparent discouragement from utilizing support are:
    -- Creative uses fees to discourage legitimate telephone support. I am still in my warranty period with my Zen Micro, but I had to pay $5USD to use the telephone to get an RMA for repair. By the way, it was a toll call: the "toll-free" line is not for customer service.
    -- Once I had navigated the telephone system and waited a long time for the "next available representati've," he was surly and acti'vely sought to get me to use email support instead. Even after explaining that it was my preference as a customer to use phone support and that I was willing to pay a fee that I disagreed with to do so, he persisted.
    -- Creative does not provide postage for shipping a defecti've item in for service. Admittedly, I've only required warranty service from a handful of companies, but this is the first time I've had to pay to have a manufacturer correct its mistakes.
    -- Creative is now trying to get me to pay $25USD to have the diagnose the problem with my Zen Micro. Remember, this is after having paid $5USD to have a reluctant technician step through a diagnostic procedure with me over the phone.
    If you are considering making a Creative Labs purchase, please consider whether you can tolerate similar headaches with warranty service. My personal advice is to choose another vendor.
    --Cliff Bowman

    i have been mistreated as well (view exchange of e-mails), does anybody know where in creative i could get help?
    "Dear *name removed*,
    >
    > what you have written is not acceptable.
    >
    > i don't want you to service my battery cover, nor do i care if a screw
    > is missing.
    > the "on" button fell off, and that's exactly what i demand that you fix,
    > and that does fall under the warrenty. any claims of "warrenty voided"
    > because a screw is missing, is your company mistreating her customers.
    > i need the on button fixed, and that's it. 89 usd is basically what i
    > paid for the unit, and is TOTALLY not accepted, especially due to a "missing
    > screw".
    >
    > please fix the button and send it back ASAP. as i've told you - i'm a
    > journalist, and in need of the unit for work reasons, and on a daily
    > basis.
    >
    > if you still think of it as a problem, please refer me to the head of
    > the department, and i'll deal with him directly. i request again - i need
    > your assistance asap. this whole saga is taking too long, and basically -
    > makes "creative" look very bad.
    >
    > with regards,
    >
    > Eyal Marcus
    > 972-522-444965
    >
    >
    > ----- Original Message -----
    > From: "Creative Labs Asia Customer Support"
    > <[email][email protected]][email protected][/url]>
    > To: "Eyal Marcus" <[email][email protected]][email protected][/url]>
    > Sent: Friday, September 22, 2006 9:0 AM
    > Subject: Re: Reference to Case ID: 26438 (KMM47864I6636L0KM)
    >
    >
    >> Dear Eyal Marcus,
    >>
    >> Thank you for sending over the player to Singapore. I would like to
    >> inform you that I have received your parcel dated [22nd September
    > 2006].
    >> The below are the items that received:
    >>
    >> . Creative Zen 20GB
    >>
    >> I had had the unit send to our Creative Care for further verification.
    >> However our officer is unable to servicing the unit. Based on the
    >> infomation [attached photos] from our Creative Care, it seem like your
    >> unit had been tampered and it is not cover under the product warranty.
    >>
    >> . Screw of the Player is missing and you may like to know that any
    >> part/item is being remove from the product is consider as warranty
    >> voided.
    >> 2. The warranty shield is not totally intact with the player.
    >> 3. Broken battery cover
    >>
    >> In order for us to servicing the unit, there will be a cost of USD
    >> 89.00.
    >>
    >> Please let me know if you are open to this resolution. If you have any
    >> additional questions, comments or concerns please include them in your
    >> response and I will do my best to address them. Thank you.
    >>
    >> Best Regards,
    >> *Name removed*
    >> Customer Support Services
    >> Creative Labs Asia"
    please, help me.
    [email][email protected]][email protected][/url]
    Message Edited by Dale-CL on 09-23-2006 0:03 AM

  • Horrible Customer Service/Complaint

    I went to the Verizon Wireless store located at
    4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
    My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!

    If you find an email or address I would love to know about it.
    I traded my brand new iPhone 4s for a $200 gift card I never received.  I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet.  The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone.  I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do.  This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again.  3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING. 
    I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
    From a HUGE Credit to a $1300 Bill  because my returned device got there  yet disappeared once it got to their warehouse so I am being charged for an  iPhone 5s that I just used to edge up????
    Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
    Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part.

  • The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

    This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
    So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
    Part 2:
    So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
    So that's my story.
    {Removed per Forum Guidelines}
    Charlotte, NC Resident and Former Best Buy Customer

    Hello puckettsd,
    My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset.  While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console.  It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
    With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance.  I’m sorry if oversight caused you to leave the store unsatisfied.  
    Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store.  I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.  
    Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
    Respectfully,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Bravo Verizon Wireless: In Awe of the customer service I received for once

    I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
    But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
    Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
    Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
    Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
    I was greeted by my new favorite verizon employee Michael.
    I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
    Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
    He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
    I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
    While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
    I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
    I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
    Bravo. I was thoroughly impressed.

    I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
    But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
    Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
    Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
    Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
    I was greeted by my new favorite verizon employee Michael.
    I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
    Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
    He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
    I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
    While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
    I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
    I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
    Bravo. I was thoroughly impressed.

  • Verizon Customer Service going downhill - Switching to another provider ASAP

    I used to love Verizon for their customer support/service and was so happy with them added everyone in my family on my plan.  My 2 year contract ended a couple of months ago and so I had been considering upgrading my phone and extending with another 2 year contract.  My current phone fell on the floor which smashed the touchscreen, so that escalated my decision.  I ordered a new phone on Thursday, the Verizon web site indicates free overnight delivery for orders over $49 (mine was well over that).  When I got my tracking information, it indicated I wouldn't get my phone until Monday (so much for overnight delivery), but that's fine, but as I work (which is how I pay my phone bill) I wouldn't be home when they delivered, which means I wouldn't be able to get it for yet another day since they require a signature (understandable, these phones are expensive).  So I contacted FedEx and asked them just to hold it at the FedEx location, they indicated Verizon doesn't allow them to do that.  So I contacted Verizon, explained my current phone was broken and that I work during the day and asked them to contact FedEx to have them hold it so I could pick it up there so I could get it faster to replace my broken phone - FedEx requires ID and a signature when you pick it up at their location, so not sure why this should be an issue.  Verizon explained that they have had issues with new customers ordering phones giving phoney addresses then requesting to pick it up at the FedEx location.  Their concern is understandable, but I am NOT a new customer, I have been a customer for over two years, never missed or was late for any payment, was a loyal customer adding lines for my husband and sons, and have picked up verizon phones at the FedEx location previously without issue.  They explained this was their policy and were unbending.  I asked if they were willing to lose a customer just because I wanted to pick my phone up where it would be more convenient?  Yes, they were in fact willing to lose a customer for that.  In addition, since I can't use my broken phone, have no intention of extending my contract (Verizon would rather the phone be returned to them then let me pick it up at FedEx), I wanted to decrease my data package since only my sons would still be on the plan.  They won't let me - I am being forced to pay for more data than I need because until they physically receive the phone back that I will never have, my plan is "pending" and they won't allow me to change my data plan.  My plan is a Share Everything plan, so we share the data regardless of what phones or how many are on the plan, so there is no reason I shouldn't be able to adjust the data level.  Just one more way for Verizon to put the screws to me.  What happened?  Their customer service used to be so good, now they act like to don't give a crap about the customer.  Has anyone else noticed that they only time you receive one of their survey calls is when you have a good experience?  I'm had multiple bad experiences over the last couple of days, and not one opportunity to express that experience.  Seems like they are trying to skew the results.....

    The problem here is Verizon is telling you in essence what I already said.
    You could have had it simply via signing the call tag card/door hanger with
    them coming back and leaving it yes on your porch. - * I couldn't have had
    it by Monday using that method, and if my $700 phone is stolen from my
    porch, will Verizon provide a new phone?  It would be safer and faster to
    pick it up at the FedEx location.*
    You could not have had next day delivery when you ordered it on a Friday.
    That would have been Saturday Delivery and FedEx is expensive for that type
    of service. Overnight in this case would have been the next business day
    (Monday) which can be by 10:30 AM or 3:00 PM I know the early AM by 8:00 AM
    would not have been used. *- At least get your facts straight - I did not
    order it on Friday, I ordered it on Thursday.  I don't have an issue with
    not getting it until Monday - my issue is that Verizon will not allow me to
    get it on Monday.  The package is at the facility now.  I could have picked
    it up at lunch today (FedEx location is just down the street from where I
    work), but Verizon will not allow me to do that.  They would prefer losing
    me as a customer rather than allowing me to have my phone today. *
    The problem here is like in days past you could have had self pickup after
    the card is so marked, redelivery, or as I said earlier at time of purchase
    work delivery (Which you said the company you work for does not allow). *-
    How does redelivery help when I will AGAIN be at work when they deliver?
    And NO - it is not an option to deliver at my workplace, I was clear about
    that, so why do you continue to bring it up?  Do you REALLY think it is a
    good idea to have it delivered and left on my porch all day?  Wouldn't it
    be more secure to allow me to pick it up at FedEX where they require a
    signature and photo ID?  Do you mean to tell me that Verizon would prefer
    leaving it unattended on my porch all day versus picking it up where they
    require a photo ID and signature?*
    No neighbors that can stay and get the device for you, and you don't want
    it left on the porch so in essence you are a victim of your own
    circumstances.* - I am not a victim of my own circumstances - I am a victim
    of a large company that doesn't give a crap about customer service or their
    customers.  FedEx will allow me to pick up at their location - it is
    VERIZON that will not allow it.  Do you mean to tell me that Verizon would
    rather FedEx leave a $700 phone on my porch unattended all day where it
    could easily be stolen rather than to allow me to pick it up in a location
    requiring photo ID and a signature, so that it is assured not to get
    stolen?  Wow - your callus attitude amazes me, even for Verizon.  *
    Oh well, Good Luck *- Typical kind of response I've been getting from
    Verizon as of late - number one reason I should find another service
    provider.  I am certain that Verizon will not miss me as a customer, I am
    just a tiny grain of sand in an ocean, but if Verizon's customer service
    attitude doesn't improve, that grain of sand will likely turn into much
    larger piles and your giant status will slip away before you know it.
    Good luck to you!*

  • Verizon Customer Service is terrible!

    I don't even know where to start.   On Monday I contacted Verizon Wireless customer service about a possible upgrade.   My daughters screen on the Droid Razor is cracked and falling apart.  Cutting her finger at times.  I have insurance but since I have an upgrade available on 2/28 I figured I would see if they would allow to do the upgrade 4 days early.   I thinking this is not big deal based on the amount of devices and amount of money I send these sharks each month.
    I called customer service and they said no.  Okay, I understand front line reps don't have the power to do anything but apologize.  Anyway they told me to go to my local Verizon Wireless store any they could  put in an over ride.  I'm thinking great, I have to go out that way to do shopping so why not. 
    Well I get to the store and older lady I spoke to said no as well and that "The computer won't let us".   My arguement was that it was just 4 days and a manager should hopefully be able to help me so I don't have to drive out here again for no reason this weekend.  But, no she insisted that they could not help me.
    Checked out the edge program...What a joke even if I wanted to do it the local store said they couldn't because we need to trade the device in and it has to be in good shape.
    Verzion....Your customer service just sucks.   You have trained your associates to be nothing more than computers and to blame your poor service on computers.   I'm probably going to get my daughter a new iPhone 5 with another carrier since her contract is up Friday and move the rest of my devices by summers end.

    Although you find it unfair Verizon's policy is no early upgrades. Now granted in some cases I am positive the upgrade can be approved by a higher manager, but if they don't allow it. No need to be so mad at what policy you are bound by.
    If you wanted to pay full price you could have upgraded without any contract after February 28th. which many people prefer especially given the conditions of their devices. But other than that you would have to wait it out. Bummer I know.
    You could always place another device that works on the line of the phone that is broken. Then remove it when the upgrade date arrives.
    We often have to take a deep breath and think without anger. You may find it is not as bad as what you are thinking it is.
    Good Luck

  • Can I complain about the Customer Service here?

    I just had a very measured conversation with the Service Repair people, but there were a few things that struck me as utterly ridiculous.  So if Lenovo is interested in understanding the customer perspective, I thought it would be a good idea to share.
    I bought a IdeaPad s10-3 netbook a little under a year ago.  I did extensive shopping around to find a machine that was not only a good deal, but that would be more than the piece of crap netbook that my sister has (she has an HP).  I liked the s10-3, and despite the Lenovo reputation for bad customer service and questionable quality for their non-Thinkpads, I bought it.
    I absolutely loved it for the 9+ months that I had it.  It was good to surf the internet and write e-mails, it had an excellent battery life, it was very portable, and it could handle Microsoft Office.  Apparently I loved it to much.  I took it too many places.  Because despite placing it in a memory foam carrying case when I took it around, I found that the cover (basically the screen) was misaligned when I closed it.  One of the plastic hinge covers had broke. 
    The plastic had broken off the bezel and it was no wonder that the stresses was centered on that piece - there wasn't much else holding the hinge in place.  Once that plastic was gone other plastic parts started to snap out of place.
    "Okay," I thought," this netbook was fairly cheap, I guess eventually the plastics had to fail."  I just thought that less than a year was a pretty short lifetime.  I remembered that the warranty covered a year, so I sought to find out if it would be covered and how I could get it fixed.  I thought about just gluing the piece back to the bezel and snapping everything back in place.  But hey, if it was still under warranty, why not get it professionally fixed?
    The first time I called the Support Center, the technician couldn't find my warranty because his system was down.  He asked me to see if there was another Serial Number, which there wasn't.  He told me he would call me back with the system was up again.  He did not.
    I called again, armed with the necessary information: Serial Number, Model, Type, Product ID, anything that identified my machine.  This time, the technician was able to get my information and I explained the problem.  I told him I thought the machine was still under warranty and he told me to send it in.  I asked if I could just take it into a local Service Center but he said, no, it had to be sent to their center in Texas.  He said they would take care of everything, unless they found that it was the product of abnormal use (i.e. I took a hammer to it).
    I sent it in (for ~$20). So, done deal, I thought.
    Nope, I got a call a week later.  Apparently the hinge is not covered by the warranty.  Only hardware is covered.  So Lenovo doesn't have to replace or repair the cheap, superficial plastic outsides, but just the expensive, important insides.  I had thought that this might be a possibility (despite the fact that the technician said that the warranty covered it), but the part I want replaced was plastic, so how expensive could it be?
    Apparently, as much as the machine.  Seriously.  They wanted to charge me $300 to replace the bezel.  I asked if it was that expensive because the LCD screen needed to be replaced.  Nope, just the plastic parts.  As a customer, it's ridiculous to pay that much to replace superficial, cheap parts.  So I told them I wouldn't pay and that they should just send the machine back to me.
    I also told them to make sure that they send back the plastic hinge so that I could repair it myself (super glue ftw!).  The technician on the phone with me couldn't (or wouldn't) guarantee that they would send the hinge back.  She kept asking if I sent it with the machine (I did, and I mentioned so in the letter I sent with the machine) and that she didn't know if the technician working on my machine had kept it.  I explained why I wanted the hinge back and asked if there was anything that she could do for me if they didn't send it back.  She stammered.  I understood that she couldn't personally make sure that the hinge would be in the box with my machine.  But really, couldn't she do anything to help me?
    So instead of simply gluing the piece back and having a working (with less structural integrity) netbook, I'm already out $20, plus the time it took to call the Center and package and ship the machine, and I might not even be able to repair it myself!
    I would have been infinitely better off if I had decided to trust Lenovo's Customer Service reputation and fix it myself.  Or if I was simply told in the first place "Lenovo's warranty doesn't cover that."
    Let's hope that my brand-new ThinkPad t420s never has to get serviced.  Or maybe next time I should just get a MacBook.
    Case Number WN378375

    Well that settled it.  I WILL NO LONGER BE BUYING LENOVO.  My dad disapproved of me buying Lenovo over (what he perceived as) superior quality American products, and I disagreed - but not anymore.  Some of Lenovo's policies are seriously idiotic.
    I just got off the phone with their Repair Center/Customer Service line.  I asked for his supervisor, since I was sure that the Support Rep. couldn't do anything for me.  After a delay, I finally got to explain why I was calling and ask if there is anything that he could do for me.  I told him that a customer has a reasonable expectation that sending in a machine should make the situation better, not worse. He kept saying "Unfortunately, we cannot give out free repairs..."  But I wasn't asking for a free repair.  I just wanted SOMETHING, ANYTHING other than a pat on the back and a "So sorry, pal" kind of attitude from a company that just screwed up.  He said that the only "concession" he could give me was for free shipping of the machine.  I asked what he meant, since I had already received the machine back.  He explained that if I wanted to send the machine back to get it repaired, and pay the repair fee, Lenovo would pay for the shipping. 
    Seriously.
    Lenovo's "concession" was to ship back the machine so I could pay for the service that I didn't want to pay for in the first place.
    He couldn't offer me anything else.  I asked if they could send me the missing part  I meant a replacement part, but he thought I meant the broken piece I had sent in.  He went on to explain that any broken pieces are automatically put in the trash as "scrap."  Okay, makes sense that broken parts are useless if they're going to be replaced anyways.  Except that mine wasn't.  And it is reasonable to assume that some customers will be unwilling to pay for the repairs once they are quoted.  You don't see car body shops throwing out bent fenders before their owners give the OK to do the repairs.  It's just a stupid, stupid policy.  And I said as much.  I felt a bit bad for the guy listening to me, because he has no power over Lenovo's policies. 
    He put me on hold and tried to see if he could send me a replacement part.  But nope, apparently the bezel is connected to the LCD cover (even though you can see a break in the plastic and my bezel snaps out of place from the cover) and he can't send me that entire set. 
    I asked if there was anything else he could do for me to placate my anger.  You know, usually a company has some sort of policy to make a customer happier when there is a situation that they can't remedy.  Like when I was flying Alaska Airlines for a 1hr flight and it was delayed 3+ hrs because there was a problem with the door - their customer service team gave me a $150 voucher.  It doesn't take back the 3hrs I spent angry in an airport, but it makes me feel a little bit better about their company and how they value their customers.  The poor guy couldn't do any of that for me.
    So I just told him, if he ever had the chance to pass along these words to the higher ups, that the "resolution" to my situation was completely unacceptable.  That Lenovo's warranty should be more specific that it only covers the electrical hardware, and that I was led to believe that my problem fell under the warranty.  But more importantly, Lenovo's policies were not customer-friendly, and that they had lost a customer.
    Put simply, Lenovo's customer service should nurture and grow a loyal customer base.  It has done the exact opposite on me. 
    It just seems like Lenovo doesn't care about the ordinary customer.

  • Customer service and computer have gone from bad to totally unbelievable

    I have a friend who was not computer savvy and asked for my help in purchasing a computer before going on vacation. I have been a best buy customer for a very long time,I would say my house was a best buy house.After the experience that she has endured and continues to deal with,I'm sorry that I took her to best buy.I private messaged Karina on the 12th so as not to make a fuss if I could get help privately but did not receive a response.The saga of customer service and her non-functioning computer from two stores in town has gone from bad to totally unbelievable.I used to work customer service and if I had treated my customers in the manner she has received I would have been looking for a job.She was accused of stealing money or the computer she paid for, she has been lied to, delayed from her vacation, had her extended warranty cancelled,numerous other things and is still dealing with a computer that is not functioning properly. I'm trying to help her and this has become harder and harder to do.I would appreciate some help as we have asked to speak to a district manager and that seems to be an impossibility.

    Hi deafdragon,
    It sounds like your friend is going through a complete and utter nightmare of a situation, so it’s very nice of you to be reaching out to us on her behalf. Trying to receive service on a broken computer should never be this difficult, and it’s especially concerning to hear of the serious allegations we’ve reportedly made against her while requesting assistance. As I’d hate for this to cause you both further aggravation, I’d really appreciate the opportunity to see how I may help.
    Due to our Privacy Policy though, I’m unable to discuss the details of your friend’s case with you.  Please have your friend create a forum account using her email address we may have on file with her Best Buy account. From there, please tell her to send me a private message with her full name, contact information, and any information she wishes me to know so that I may see what options we may have available for her.
    Respectfully,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • HP's Low Quality Product and Customer Service

    On 1/23/15 I ordered a brand new Envy Phoenix 810 with modifications. First the website was broken and I ended up having to call to get the order placed. The computer arrived on 1/30/15 via FedEx, since paid for 2 day delivery.
    The computer ran for 7 days and on 2/6/15 it froze in Win 8.1 and after reboot all I could get from it was a couple of clicks and fans spinning on high.
    I called tech support, and the gentleman there very quick realized, as I had, this computer needed replacing. I made it clear I didn't want a 7 day old computer repaired, I wanted a NEW computer. He then sent me to some management group who told me, since their hardware managers don't work on weekends, the fastest way to get a new computer was for him to transfer me to the sales people. Back and forth with the sales people who told me I couldn't get a new computer until I sent the old one back. They sent me to customer support, who then put in an escalation to a manager, who wasn't working the weekend either, and who would call me back within 2 days.
    A good 1.5 hours on the phone, and not once did I speak to someone whose first language was English.
    I spent the weekend fuming to be honest, and now let's fast forward to Monday 2/9/15.
    I waited for the call from the manager, and nothing. I finally gave up and placed another call to customer service. I was immediately told that I had to go through technical support first if my computer wasn't working, never mind that I am sure there was information on my account that told them I'd already been through all that.
    So we start all over. Oddly, the computer, having sat disconnected from power all weekend, now behaved differently. It actually let me get into the bios, where we started it running on hard drive diagnostics, which eventually just froze, at which point we were back to no post and loud fans.
    At this point the cycle started again, and I was sent to a manager who told me they can't send me a computer, I'd have to send the old one back. I explain again, I have no boxes to send the old one back until I get the new one etc..
    At some point (this is about 2.5 hours into the calls for the day) I end up with sales again and behold there is an intelligent person who realizes I have a preferred account and they can just charge me for a new computer and credit me for the old when I call back, get an RMA and send it back.
    Of course the new computer suddenly costs more, and in all this not once was I offered recompense for my "pain and suffering".
    After everything, the promised call from a manager (remember Friday?) finally came on Tuesday afternoon. He had apparently never read the transcripts from Friday OR Monday, and wanted to start all over again. I told him a computer had already been ordered, being charged to my preferred account and I'd call for an RMA after it arrived  and send the offending piece of dead electronics back then for a credit to my account.
    He assured me that an even trade could be done and that he was transferring me to sales.. again. He either didn't understand what I was telling him or didn't want to listen. The lady in sales was as puzzled as I as to the reason the call had been routed to sales, and explained that due to a new system they had recently started using, it wasn't possible any longer to send a new computer out without charging for it and then getting the credit for the RMA.
    I must say, first the shotty product and then this insulting experience with all of the HP support facets, located in "Timbuktu" (I honestly don't know where they are, but they are not in the USA) means this will be my last product from HP. And believe me when I say, between my daughters and myself we will be spreading the word far and wide about what HP is all about these days.
    HP, you used to be a good company, worthy of my hard earned money, you are not now.

    Hi @KerstinHuhn ,
    I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publically post ( serial numbers and case details).
    If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
    Regards,
    George
    I work for HP

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