Customer Service lied??????

I was chatting with Customer Service on Friday 2/28/2014, and was told that I can give up my unlimited data (wife has smart phone with 2gb data which was signed on December 2013) and get 10GB for just $50 instead of the $100.00. According to her, this is the Verizon Maxx plan that just came out on, and that would make the cost to 2 smartphones $130.00 a month 2/13/2014.
When I called in, nobody knows what I am talking about.
So, did the customer service lie to me? I am so fed up and ready to switch to AT&T.
I have the Realtime Session ID number if the Admin or Verizon Customer Service want to take a look at it.

http://www.phonearena.com/news/Verizon-Max-plan-to-offer-6GB-for-30-to-wean-unlimited-data-users-onto-a-tiered-plan_id46710
You get 8 GB and wife has 2 GB equals 10 GB of data. Read the above link.
Good Luck

Similar Messages

Why does customer service lie to its customer's

I have been lied to by customer (dis) service 5 time in the lase 4 months. Can not get a straight answer, they will tell me they will fix my issue then apperantly do nothing costing me $100 in over charges. I never had this manyvprobles from one comoany

however that will do no good, because:
Customer Agreement | Verizon Wireless
This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.

Complaint - Customer service lied to me

Now that Verizon finally has a reasonably priced single plan, I decided to have my son and his wife and my daughter get their own plans. I called Verizon customer service and told them that I wanted to separate our accounts on the first day of my new billing cycle (January 10). I knew that if they separated the accounts during the old billing cycle, the total cost would be a lot more.
The customer service representative told me that she would set the order up so that the separation would occur on January 10. My billing cycle ends on January 9th. I called in about January 5th. The customer service representative told me to be sure and have my son and daughter call in ahead of time, so that things would be ready for the change to happen on the 10th.
After talking to the customer service representative, I sent emails to my son and daughter telling them to be sure and call in before the 10th, so that the accounts could be separated. They emailed me back saying that they had done that.
This week I got my bill and to my surprise they had separated the accounts three days before the end of the billing cycle. This meant that we now had three bills that totaled about $400, when our normal bill was about $260.
I thought no big deal, I'll just call Verizon and get the bill straightened out. I've tried to do that twice and both times I get a customer service rep who pleads ignorance and says that they can't do anything to correct the bill.
This is ridiculous. I did what the customer representative told me to do and was assured that the change would happen correctly. Verizon did something different than what I was told they would do. Now Verizon won't take accountability for lying to me.
I've been a Verizon customer for fifteen years. I've paid them thousands of dollars. I've recommended their service. Now it looks like I'm going to have to take my business else where. They'll get a extra $150 out of me for last month, but they'll lose my future business and my future recommendations.

There are multiple reasons here why your combined bills may/will be higher than your old bill which may not necessarily have anything to do with splitting the accounts 3 days early.
As it is, I don't see how splitting the lines early would have ANY effect on the new bills.
1 - when the new accounts are created for the lines being split off, they will not necessarily have the same bill closing date as the original account. Each NEW account could very well have a partial month AND a full month of service on their first bill regardless of when the split took place.
2 - you are not cancelling a line, but instead someone else is taking it over. You should receive a partial month credit on YOUR bill for the days between the split and the end of your billing cycle. Verizon does not pro-rate the final bill for "cancelled" lines, but I believe they do so for "transferred" lines.
3 - separate accounts each with their own data allowances will usually be higher than 1 account with the same number of lines on it. This is due to each account having to manage their own data allowances instead of 1 pool to pull from.
For example:
3 lines on one account with 15 GB of shared data = 3 x $40 = $120 + the current rate of $100 for 15 GB of data = $220 + taxes/fees
3 lines on separate accounts, each with 4 GB of data = 3 x $40 = $120 + 3 x the current rate of $70 for 4 GB($210 total) of data = $330 (If you bump up the data allowance to the 10 GB level for $80, then you are even $30 higher)
YES, it is MUCH cheaper to have multiple lines on one account than multiple accounts with 1 line each.
4 - If any employee discounts were being credited to the original account, the new accounts would not get them. The new account owners would have to first apply for any employee discounts which they may be eligible and it may take 1-2 billing cycles for those discounts to take effect.
5 - I am not aware of how much you are paying for your 15 GB of data, but the current rates for data MAY be different than the rates available when you selected you monthly data allowance.
I am sure there are other reasons why the combined bills may be higher than your old bill, but those are the ones which quickly jump into my head, NONE of which have anything to do with the date the "split" took place.
Regardless, I can't imagine any reason why the date of the split NOT being on your bill closing date would have any effect on increasing the bill, but I suppose it would have been nice for it to have taken place on the date you were told. Not necessary, but nice.

MOVED: Is this ok? MSI customer service lied to me to max their profit

This topic has been moved to Anything Under The Sun.
https://forum-en.msi.com/index.php?topic=179073.0

Quote from: flobelix on 30-March-14, 20:18:21
For complaints contact MSI: >>How to contact MSI.<<
As MSI doesn't sell to ultimate customers but retailers your suspicion is obviously rubbish as they don't care what deal you got with the retailer. Wheter you paid 300 or 800 for this out of production card at the retailer is irrelevant for MSI.
I'll try to contact MSI again, but so far they have been totally unhelpful.
I don't think my suspicion is unfounded. MSI surely does not reimburse RRP to the retailer, that'd be overpaying a lot. When I studied business I've learned about all sorts of agreements between retailer and manufacturer. The retailer rarely takes the full risk to sell the product. In fact, the manufacturer might take on all risks of products not selling etc. and pay the retailer only for its distribution effort or a percentage of the sale price. In that case it would be natural that MSI only reimburses the original sale price to the retailer. What else would MSI reimburse the retailer? RRP?
In either case, MSI should have at least given me the option to get the damaged card back. The lack of any communcation from MSI and the retailer is just one aspect of the bad customer service I got.

Re: BT's illegal practices - customer service lied...

I know it is some time since you posted but I'm so angry with BT and the lies. We decided to take out a new contract with bt for another year 2 years ago after complaining then but this time I cant be bothered to lift my phone to talk to someone in India that doesn’t understand English. I have been overcharged for several items one of which BT know we don’t have but they have been charging me for two years!.. I understand in this time I should have looked online at my account but we are pensioners and we have both had deteriorating health. We have decided to write to OFCOM. We would contact the press but my partner was a war correspondent and a member of the NUJ and it is recognised not to be good practice to inform the press for personal matters. We will now leave BT after 36 years and go with another provider for telephone internet and TV. Goodbye BT!..

Hi dr-who,
Thanks for your post. I am sorry to hear that you are being overcharged for two years. I can certainly get this sorted for you.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will take it from there.
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT Customer Services. Warning!

I placed an online order at the end of august with BT to have phone and broadband, I got a phone line after 11 weeks of placing the order, with no sign of my broadband being connected. I spoke to Customer Services in the UK, India and Jah know where else. There seems to be a problem with linking the calll log files between these outposts.
BT did not ring me once, to say there was a problem with my installation, I rang them about 10 times, each time someone telling me 100%, the installation date is set, especially so with the team from India.
There were excuses like, there was a problem with the site where I live, a chap from India even said BT Openreach was waiting to install a telephone pole, even though I live in an underground cabled street area. All in all I worked out that no one in Customer Services had a clue what was happening with my Odrer...well I hope it is otherwise a conclusion can be drawn that BT Customer Services lie to anyone who would believe them.
The one thing BT was sure about was taking payment from my account for a billing period when I had no services, no telephone line, no broadband. Good job! You see, BT can get something right.
In my opinion, I think that BT and the incoherent and inconsistent babling from their Customer Services Department, in some cases, apparently useless individuals, has caused serious damage to BT and what the company stands for.
I think I might just be one of the unlucky ones, but in a world of business, you pay for goods and services and you get it, BT seem to struggle to deliver and I have to warn that should this business culture continue, save for hardline customers, BT will come crashing down..if you want an idea of how true this is, read the business news of the battles between BT and SKY...
Clean UP to stay on TOP.

I too would be very annoyed with this.
Although your voice may be too small, personally I think you've the right thing by joining the forums.
The clicking noise from the hub is the electromechanical relay, so you must have a version 'a' hub.
Although you've probably been through this already have you:
checked all phone sockets in use to make sure you've not forgotten to fit a microfilter.
if a phone extension lead/socket is being used, you've ruled this out by plugging the hub directly in to the master socket test point via a microfilter.
(using the test point would disconnect any devices using the phone line)
tried using a corded phone and then dialed 17070, selecting option 2. Are there any crackle sounds?
as above, but with the hub connected. Again any crackles?
If you have done this, then it's likely that it's still out of your control...
Finally, All posts will get read by BT at some point, but You could send an email to the forum mods - [email protected] - with your name, account number and a link to this thread for reference.
By doing this, it will get the mods on the case sooner and hopefully get a working BB connection.
-+-No longer a forum member-+-

Tired of Verizon's customer service & lack of support,misled & being lied too!!!

Due – April 28th 2012
Issue: Overage fees   –     5,310- used
                                                2,000- allowed usage
                                                3,310- overage
I placed a call to Verizon on Monday, April 9th and spoke with a gentleman by the name of James (I think). He issued the account to be investigated to find out if this was a billing error or a tech issue, ???. He stated someone will call me back.
Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!! WE WERE NEVER INFORMED OF THIS!!!   She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes. We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011. Besides, each and every month we have been told by different customer service reps a different thing each time. 1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same. Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan???? They issued a credit. Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling). This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible. He has called the international customer service number for them to check the line or towers and it did help some. Texting has made it easier for us to communicate with each other. When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan). I was NEVER TOLD THIS in fact I was told that it would apply only to his line! We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon. We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this. If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan??? I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill. Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this. I mean take a look at our overall monthly averages per line for usage on voice. My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes. We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service. Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time. She advised that if I don’t hear anything by next week to call back.
Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter! I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!! Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!! I am tired of not having my phone calls returned. We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!

My experience with Verizon so far (it's been a month) has been awful... If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know. Good LTE coverage does not excuse treating your customers like s***!
The overall business practices of Verizon are shady and deceptive. The poor customer service reps get caught in the middle (I'm not blaming them...)
When I bought my phone, the sales person in the store added an extra $35 fee. When I called back later to ask what extra fees they charge in the store they said none !? Now they're looking into it... Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours! In addition we were charged for a full month on our ported lines (double charged)
I think they do this sh** on purpose and hope you won't notice. Shame on you Verizon. I will leave as soon as my contract allows and never be your customer again for life!!! I will also spread this far and wide. May you fail miserably!

V poor customer service / BT rep blatantly lied to...

So, order for residential line + broadband placed on 31st Dec 2013. Engineer appointment booked for 3rd Feb 2014 - bit long, but if they're busy, they're busy.
3rd Feb arrives, OpenReach engineer calls me to ask where property is, attends bang on time. Hooks up the master socket, spends 45mins up the pole, then comes back to state he can't complete the job. No spare lines on the pole, so they'll need to arrange traffic lights & dig the road up. OpenReach engineer states he should be back by 7th Feb to do the work.
4th Feb, I get a phone call from an OpenReach engineer, wanting to know which house is mine, as he's outside with some traffic lights and a pneumatic drill. I confirm, he does the work.
At this point, I looked on the online Order Tracker, to get the generic "order is being processed" message.
So I waited until the 10th, after the OpenReach engineer stated the work should be complete, and called BT on 150. On this occasion, there were a lot of apologies, followed by a statement of "we'll call you within 2 weeks to confirm when the engineer will be back at the property to complete the work" - this despite the fact that the Engineer doesn't need access to the property to complete external work, but still, the UK has been hit by storms, so whatever, it's acceptable that it might take time.
No phone call received from BT.
So on the 24th, I called BT back again to chase the order. Again, a lot of apologies given and this time, I was told that OpenReach needed to re-assign the port that the line was assigned to (at the exchange), and that OpenReach had "confirmed that this would be done by the 27th" as well as "I'll call you back personally on the 27th, let you know that the work has been done, and confirm your line will be active by the 28th - but it may be in the evening, as sometimes it takes a couple of hours to get updates from OpenReach." I confirmed I was fine to recieve calls in the evening, and left it at that.
27th comes & goes, no phone call from BT. Now, I've worked in call centres, so I understand that sometimes you'd say things to customers like "I'll call you back myself" - then get so snowed under with work that you simply forget to call back.
So I called them today, passed through security, talked to a woman with a Scottish accent who was polite enough. Then she redirected the call & I was back at step 1, new person, had to pass security again, explain why I was calling again etc.
This person tells me that the "confirmed" order date, by OpenReach, is now 4th March. Not only this, but there's no record on the notes about anyone stating they'd call me back. That, to me, means the person that promised it never intended to do it, and is a blatant lie to a customer. At one point today, they even tried to tell me that I never called on the 24th. Though he quickly back peddled on that one when I told him the exact contents of the notes that were on the system from that day (the Scottish lady had thankfully read that comment aloud before transferring the call).
I'm not holding out much hope for the 4th, but I have been sent a text message today confirming that appointment. Because as we all know, SMS messages are contractually binding. I've also recieved an email "We found an answer on our Help website that you’ll be interested in: 10 reasons to visit BT.com" - no, I'm not interested in that, because the web portal doesn't detail anything beyond original provisioning. That's why I've been calling, nor did I ask for the spam email.
At this point, if it wasn't for the fact that I knew I'd be back at the end of the FIFO queue with OpenReach, I'd be cancelling BT services & voting with my feet.
Pretty disgusted with the customer service from BT so far - customers should not be the driving force behind getting their orders fulfilled. Luckily, I volunteered for the "service quality questionaire" - which I found myself repeatedly pressing 2, then left a message at the prompt. Though I'm doubtful anything will be done about it.

Update, having just spent a while on the phone.
Called once, got through to a woman with an Indian accent. She took details, suggested the problem may be within the house, read the notes, stated there was a fault at the exchange, called OpenReach, then came back to the line & apparently couldn't hear me. I could hear her, repeatedly saying "Hello" - I pressed a few DTMF keys, she still couldn't hear me. So, after being on the phone for 15mins exactly, I hung up & re-dialled.
Next person, a man with an Indian accent. He apologised for the previous advisor not being able to hear me, looked into the case, called OpenReach and then stated my new activation date is the 7th, and that work is "currently ongoing at the exchange." He's also passed details to the "Offline team" who apparently will call me back to confirm the line is active on the 7th.
Call me sceptical, but I'm not holding my breath for a call back. I've openly told the advisor that I've been promised call backs in the past & never received them.
Today, I was promised that the line would be active, and given a guarantee that the call back would happen. The advisor tried to suggest that "by compensation" he could give me username & password details for BT Wifi, though he quickly realised the error of his ways when I said I was already using it. I didn't even bother mentioning that I have unlimited data on my mobile phone, including tethering, and that I can pull adequate speeds out of my phone via HSDPA+.
I was also informed during the second call, after asking to be transferred to the complaints department, that a complaint has been raised (VOL012...904 - mods, I've self censored that as I'm aware of the rules of posting). As a result of the complaint, and the fact that it's "being escalated to the highest point within BT" that I would "definitely recieve compensation after my line is activated, for services not being provided" but such compensation could only occur after the line is active, and will be applied to the bill.
I'm not convinced that it's the advisors position to state that I'd definitely get compensation for services not provided, but hey, he said it anyway.
I also asked the advisor to confirm the details of my complaint back to me, so he duly re-opened the complaint & re-read his statement. Apparently, I'm complaining about the state of the line, and the fact it has taken so long to activate. This is not the case. As I explained 3 times, my complaint is the complete lack of customer service offered by BT.
I wholly appreciate that delays happen, and that BT are to a large extent at the mercy of OpenReach. That does not excuse being lied to, being given bad information, having to take my time out of daily activities to chase BT for updates on the situation etc.
The advisor finished up by saying that he'd arrange an engineer visit to my property for the 7th. I've been very explicit in that I do not consider an engineer is needed. The line is connected from the master to the pole, the pole is connected to the cabinet, and the cabinet is connected to the exchange.
Somehow, I think some poor OpenReach engineer will be knocking on my door on the 7th March. At least that way I might actually get the issue resolved.
So, given that BT state there is a fault at the exchange, which was discovered when OpenReach attempted to re-assign the port, I've just checked:
- There was a fault listed at my exchange on SHEFFIELD 3 EDGE SWITCH ROUTER1 - this fault was cleared on 19/02.
- The "Major service outage" listed for North Wales due to severe weather does not affect my area code (01248).
- Bangor Exchange has an on-going fault (ref: T10581) - but I'm not on, or routed through the Bangor Exchange.
Unless anyone else can confirm that the Llanrwst exchange has a problem, I'm going to put this down to another lie (either by OpenReach or BT).
So that's 15mins on the phone, followed by 18mins. More empty promises/guarantees. But on the bright side, I'm fast becoming an expert at getting the automated phone systems to dump me at a human being.
EDIT: Oh, and another automated call back from the customer service survey robot. Option 2 followed by Option 2, option 3 was in there at some point, and I've left a voicemail including the complaint reference.

Customer Service is USELESS and they LIE

I spend about $250/month with this "business" but maybe not much longer. I have 4 X1 boxes and 2 Digital HD adapters. One adapter had issues (no sound on select channels (I hooked TV up to the other adapter and it worked fine so box was problem) so I returned it to a local service center. The positive was the new service center in Bolingbrook IL was well staffed and handled exchange very well and the young man seemed knowledgable. Unfortunately the positives ended there. When I got home I called to activate the new Digital HD box. After 15 minutes I had something - just NOT WHAT I PAY FOR. I received the basic channels but nothing else. I called back an hour later and spent another 15 minutes on phone (they said give it 30 minutes to update). Still had same basic channels, no HD channels and not all the 200+ I should have. Called back 2 hours later and after 30 minutes the young lady said she could not resolve the issue because she was an X1 specialist so she said she would transfer me to an area that handled Digital Adapters - after 4-5 minutes I get someone that it was basically a cold call to - knew nothing about the hour I previously spent on the phone. He said that since I was an "X1" customer her could not help but tried. I asked to speak with a supervisor but was told "he was in a meeting with "Comcast people" and he could not interupt but would leave a message to call me back. Guess what - 5 hours later NO CALLBACK. So much for the Customer Care Guarantee or whatever they call it for PR purposes. At least they found the time to replace 30 Rock with Comcast huh?? Oh, and their surveys - 2 times I said call me back - guess what - NO CALLBACK there either. And as so many customers no X1 still has so many problems - what 1-2 years after being introduced?? ATT internet may be slower but getting to point I'm thinking it can't be worse. And contacting their "VP of Customer Service" online - what a sham.. Just a room of clerks that do nothing but leave messages and the next one knows zip about the previous ones. How they got as big as they are is unreal given their poor poor poor customer service.

When my 4th call took place this morning they finally said they would send a tech out ON TUESDAY. Since the problem is not the box I guess he/she will end up talking to the same people. The problem is that the backend codes they are sending do not recognize the services I pay for. This happened before but it just seems like no one there understands that

Best Buy Customer Service

I ordinarily accept that companies will have less than adequate customer service, but my experience with Best Buy has been so bad, I actually decided to take the time to create a profile an write about it.
I ordered a front load washer as a christmas gift for my sister. I was forced to cancel the delivery as it was a surprise, because my niece and nephews school was cancelled and therefore my sister would be home ruining the suprise.
I rescheduled the delivery, and took off work so that I could be present to accept. When I did not receive a call giving me a time window as I had the 1st time it was supposed to be delivered, I called customer service for help. Customer service was anything but, and told me that it was set to rechedule in the system, and that they spoke with the warehouse and it was because they had not received delivery of the washer yet, so they could not deliver. I informed her that this was not possible as they previously had scheduled my washer for a delivery and it was me who cancelled after I had recieved the smaller delivery window. She advised that she "spoke to the warehouse and they don't have it, I don't know what to tell you." I insisted that she call them again, as they must be mistaken because it doesn't make sense that they would have the washer over a week ago and be able to give me a delivery window, and they now don't have it. She said "no, they deffinately don't have it, i just talked to her." I insisted that she call them again, and asked her if it was not possible that they made a mistake. She eventually relented and claimed to call the warehouse. She then said that they were closed, so she could could not give me any more information, and that I should call back tomorrow (the day it was supposed to be delivered). Eventually she admitted that she could see the same thing in the computer that the warehouse people could see, and there was no information about my washer. Basically she lied and said it was not delivered instead of provide me with the truth that they really didn't know what was up.
I called again the next day, waited on hold forever again, and eventually spoke to someone. This person said that they had the washer, but there was no way that they would be able to deliver that day, that the girl had made a mistake and didn't get it entered in for delivery correctly. This was frustrating because I took off work, and I am a contractor so I don't get paid if I don't work. They were able to get it scheduled for the next day, and told me they would be calling with a specific time instead of a window so I could meet them on my lunch break.
I only got an automated call, which said they would be there between 1 and 3 pm. A while after the call, I recieved an automated text message which said they would be there from 12 to 2. The next morning I called to find out if I would get my specific time, or at least what window was correct. I was on hold for nearly half an hour, and then on the phone for another hour after I spoke with someone, just to get the correct time, and for them to tell me I would not get my specific time. They said that the 12-2 window was correct. I was getting ready to leave work, and the delivery guys called and said they were going to be there 30 mins early. I of course couldn't make it early, but they accommodated me.
The delivery guys were very friendly and courteous. They called me onto the truck to show me that my washer had been damaged by a forklift in the warehouse. the cardboard was damaged, the inner packing styrofoam smashed, and there was a dent on the washer. They asked me if I wanted for them to still deliver, and told me I should call customer service and let them know it was dented. I advised to deliver, mainly because I was scared I would not be able to get another one before christmas, and it was a washing machine so a dent would not be the end of the world, even though it was a gift. Nonetheless I was paying over 600 dollars for a new washer, and you expect no dents.
I called customer service and Holly said that they could come and remove it, or they could offer me a 10% discount if I wanted to keep it. I agreed to the 10% discount. I was then told that she could not process the discount because the computer still said "in transit" and that I would need to call back the next day and give them a service number she gave me, and then they could give me my discount. I attempted calling the next couple days and the got a message that they were experiencing high call volume to call back at a different time, and on Monday I was on hold for 30 mins and never able to talk to a person.
Tonight the computer system offered to call me back, so I did that, and eventially spoke with customer service when they called back. I was put on hold many times and eventially spoke with a customer service person in the appliance department. I am pretty sure this was the same customer service person that lied to me on thursday, based on her voice. She told me that they could see that I was told that I would receive the 10% discount, but that the individual did not put who authorized the discount into the notes, and the warehouse was closed and they were the only ones that would be able to authorize the discount, that I needed to call back the next day. This was after being on the phone for one hour and 20 mins. I asked why I needed to call back, why could they not just process my discount, and she said that was the only way I was getting my discount. I asked why they could not call me, and she said "we do not call people."
Eventially I realized I was getting nowhere. This is simply the worst customer service I have ever experienced. I will have to call again tomorrow, wait on hold again, probably just to get the runaround. I do not know how they manage to stay in business. Very disappointed.

Hello neveragain30,
Thank you for sharing your feedback here on the forum. I'm sorry for the delay in replying to your post. I was honestly speechless for a moment after I read about your delivery experience. It is very generous of you to have purchased a washer for Christmas for your sister, and I am so very sorry if we offered you such a poor delivery experience. I assure you this is not the level of service we expect our delivery team to offer our customers.
Using the e-mail you registered on the forum, I was able to locate the order, and confirmed that they applied the discount as promised. I do appreciate you taking the time to bring this to our attention here at the corporate office. I assure you I will be documenting your comments for further employee training as we clearly have an opportunity here for improvement. I also have some information I would like to share with you so I will be sending you a private message. To view your messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
Again, I truly apologize for any inconvenience this may have caused, and keep an eye out for that message coming your way.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

How do I file a complaint about horrible, incompetent and negligent customer service?

I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
On Wednesday, January 21st, I got a call from Verizon Loyalty Department about a "promotion", which I get $25 credit on each line if I upgrade with edge plan. I wasn't sure what phone to change, so I asked them to call me back on Friday. They called me on Thursday, but I couldn't get the call, so I called them on Friday and talked to the customer service. I wasn't still sure about the upgrades, so I asked them about the upgrades with $25 credit would still apply several weeks later if I decide to upgrade, the first representative whom I've talked to looked at my plan and said something like, "Yes, that is absolutely possible. I was looking through your plan, and since you are a loyal customer and ended your 2 year contract with us, I can give you $25 off on your each line. I asked them would I still get the $25 credit for each line when I upgrade to edge plan. He said yes because the $25 off that he is giving me is for the monthly charge and the edge plan $25 credit was for the equipment charges. So Month to Month $25 off was applied on the Jan 24th, and activated on 29th.
After I finally decided to upgrade my phone, I called Verizon customer service the next week. I do not recall the exact day but on 28th or 29th I called to upgrade it, and the second representative also assured me that the credits were going to happen, and then he offered me to bump down my data to 6 gb from 8 gb to save money because I use less then 6 gb each month. I bumped down to 6gb loyalty plan so I was only paying $60 per month instead of $70 per month. The representative told me I would be only paying around $120 per month. I forgot to ask my sister what phone she wanted to change, so I didn't upgrade it right a way. So only the data plan changed on that day.
I was extremely busy with my work for few weeks, and I finally called again to upgrade it, the third representative told me different old me that the previous representative was wrong about giving me another $25 credit when I upgrade with edge plan. So I ended up upgrading both of my lines with $25 credit on each line plus $60 for 6gb data. But she said I would be still paying less then what I normally pay, which is around $183. I upgraded and took me few days to receive my phone. I checked my bill and it was showing different than what I was told. I called again and explain all this thing again and the lady adjusted my data plan - 6gb loyalty plan for $50. She said she doesn't know what other representative was doing, but this will fix that I would only pay around $150-160 per month. After I got my phone, I called verizon to activate my phone (I don't really remember it was before or after, I just talked to them too many times and they have changed my promotions and plans too many times in very short time). He also confirmed $25 credit off for each line, but there was one time tax fee that none of the representative has mentioned while I asked bunch of questions about the upgrading fee and how much it would cost on the first month and etc.)
After all of that happened, I was settled and didn't think about the payment until I got $290 with only $15 credit on my bill. I called again and asked what happened and the representative told me she doesn't know why this happened and why the previous representatives told you something that weren't true. and I had to go through the explanation again. She said she fixed it and everything was taken care of.
I checked my bill today. My plan was changed to $90 for 6gb and I was paying $30 more than I originally paying which was around $180 and $50 more than I was supposed to pay. I called the representative today, explained the previous situation and asked why this happened. Basically he told me that all the previous representatives were lying to me. Are you kidding me? They were lying to me? How am I suppose to know if he wasn't "lying" to me? He said only thing he can do is change back to my original plan and amount, and I would pay $6 more than what I used to pay which was about $183.. I asked me if I would get the the 8gb back. He told me that isn't possible. The change did not happen so far. I am tired of calling verizon and more tired of getting different answers from different representative.
I am seriously concerning about changing my service to different carrier. I have to call the verizon every single month when there is a change in my plan. If they were really lying about the promotion and plan just to sell more service, they should be suspended or fired or something, and I need my money back for overcharged fee and need some kind of compensation for my wasted time and stress I got from this.

Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers)
I also left the part that I actually went to the website and 'researched' the different plans that all the representatives were talking about after I hung up on the phone each time. I joined the forum today because I wanted to know where and how I could file the complaints on verizon customer service after today's call. I should have been more clear on what I was asking, but I thought I was clear enough on my title "How do I file a complaint...?" Yes I am angry at the fact I didn't get what I thought I was getting, but I am more frustrated the fact every single time I talked to the customer service I get an answer from the rep. I am on the phone, saying "Previous representative you've talked were wrong about this," or "They were lying." The representative, then, would fix my issue, but I would still get the conflicted bills. Don't I suppose to call the customer service to fix it? What's the customer service for if it's not for that?

EE is committed to providing excellent "Customer Service"

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

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

Best Buy Elite Plus-Worst Customer Service Department EVER.

I just spent the last 2 hours on the phone with 2 different people in the Elite Plus customer service department. I explained the problem (wrong shipping method generated on an expedited order), the solution (annotate unshipped part of order to ensure that this does not happen again, attempt to make amends for improper shipping label) and the evidence of the error. The first representative, after assuring me that although the mess up occured, the order would still arrive in accordance with best buy policy, stated that the only way to ensure that shipping would not mess up would be to upgrade to express shipping for $18. After being told that I was unhappy with her solution and would like to speak to someone else, it took almost 15 minutes to get her to agree that this was what she wanted to do. It then took another 15 minutes of wait time until another representative could be retrieved. The second rep stated that she would have to call UPS to find out why the error occured. I pointed out that the error could be seen on the order details. The order had 3 parts, the 1st shipped expedited via UPS 2nd day air, the 2nd shipped standard via UPS ground and the 3rd was still waiting for release. Obviously, according to Best Buy, the customer is always wrong. I will have to wait until the "back office" verifies that I am not lying and that my access to best buy's files is better than customer service, so that I can receive a phone call to try to solve the issue. Nice to see that loyalty to the Best Buy franchise is such a valued commodity to the company. I will have to make sure that I share this experience with all my friends and family, and to make sure that I take my business to a company that can fix simple errors without being dismissive and insulting.

Hello jymie71,
I was disappointed to read about your call-in experience to discuss the issues with your BestBuy.com order. We strive to provide a superior level of service and it's clear -- based on what you describe -- that we did not live up to your expectations. I regret the apparent confusion and inefficiency that you encountered.
In looking into your concern, I note that you called us again yesterday and accepted an accommodation for the shipping issue. Further, I'm happy to report that your shipment should arrive today.
I'm very disappointed to read that this situation may influence your future shopping destination. It's my hope that you'll give Best Buy another chance to win you over one day soon.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Switching to Comcast: Verizon has given me the WORST customer service over the past 7 days.

I've been a loyal Verizon customer for more than 2 years. Last week, I called to transfer my service to a new address. The phone call went well, and I was promised that a technician would come the next day. After ending the call, I found out that was a lie. It would actually be 7 days later. I called back to change the date, and was told that a new order would be submitted, but since it was a Friday evening, someone would call me on Monday to confirm an installation date/time. No call came. I called again today and was told that the customer service rep would call me back in 15 minutes. That was a lie. He did not. I finally got someone on the phone, and SURPRISE! I learned that there was NEVER an order for my new service. And, no technician would be available for 7 days. This is deplorable and shameful customer service. Several lies, no follow-up when promised, and a seeming inability to get service installed for a long-time customer.
I went to Comcast's website and within 7 minutes, I was able to sign up for new service and schedule an appointment within 48 hours. Take a lesson, Verizon.

Hi,
I recently moved also, and i received a confirmation for my order saying that I would have a technican to install on Saturday July 5th from 8 t0 9am. I called multiple times before July 5th to see if there was any available slot for a sooner instalatlion, but unfortunately nothing. The multiple representatives I spoke to said that my order was confirmed, and a technician will be there on July 5th. Surprisingly, I received no call from anyone saying the installer would not be able to make it, or about the appointment being postponed. I went into work late, and still did not have Verizon triple play installed. I spoke to customer care, and was told after waiting about 45 minutes that the representative will call me back, since she could not reach to the technician.
Later that day my sister spoke to a representative, while I was at work, to see what the resolution was to the previous call. The representative she spoke to stated there was no technician assigned, and the dispatch center was not responding. So she will put a note on the account, for service to be installed on July 6th. The window was from 8am to 10am. I have still not had a technician come to my house and it is July 6th 11:40. I called to follow up on the appointment, but I was informed that the appointment is now scheduled for Monday July 7th from 8 am to 12pm. I did not authorize any changes to this appointment, and defiantely did not get any call or email stating there will be some changes. The representative informed me that a manager named Felipe authorized the technician to not show up for the appointment today, and just go tomorrow. This was not even told me to me, so i can make adjustments to my daily schedule. Does Verizon expect people to be available when their technicians are available to work? There is no professionalism going on here. Timeliness and accurate information is not something Verizon understands clearly.
I would like a reason as to why this is happening, and when I will be a satisfied customer? I have had no complaints with Verizon prior to this, and NEVER received such horrible customer service. This is totally unacceptable. Verizon has horrible customer service, and I will no be recommending anyone to get Verizon Fios. My sister has 4 lines with Verizon, that she will be cancelling due to this horrible experience, and my family members that recommended Verizon to me will all be leaving if there is no resolution to this. This is highly unacceptable.

Verizon sales associates and or customer service personnel practice deceitful behavior in order to eliminate unlimited plans in any way they can..

I called up customer service n order to shut off one of my lines as a disciplinary action towards one of my children. I'm sure its a fairly common event. As I was completing this task, the representative advised me that instead of paying the data plan at 30.00 dollars a month, I should shut off the data for the duration of this lines shut down. Well that was very nice indeed! here my company is trying to say me money. after all, I'm not using the line, why should I pay for data that I would not be using.. Okay! That's great!!! Thank you very much. You see, I had told them I was taking it down for 3 or 4 months so my child could raise their grades and prove their ability to graduate high school. At that point I would turn it back on. So great! The line is off and I'm not paying data! Only thing that is affected is the length of the contract. It would be extended the same amount of time as the phone line was of.. This is reasonable.
FAST FORWARD! My daughter graduates with HONORS!!! Yes I'm proud of her. So first things first. She did as she was told. She get her phone back! Now I go and turn on the line and find afterward that my once unlimited plan for that phone will now be charged at 2 gigs per month and Verizon has thrown out my unlimited data package on this phone line! I ask why. They state that since I choose to voluntarily shut off the data package, I forfeited my grandfathered unlimited package on this line. I also was told that since the line was shut off for more than 60 days that they would not restore my plan based on the fact that I voluntarily shut it off and canceled my data package for this line. Okay! That's great!!! Thank you very much.Sound familiar? The nice representative who was saving me money every month never told me I would loose my unlimited data package if I shut off my data after I suspended my line need less to say, ON THEIR ADVISE!!! So as far as I'm concerned, the representative was just following the call from above to do what ever they had to in order to get rid of unlimited data lines. After all, Verizon sold millions of data ready phone knowing full well that their infer-structure couldn't handle the mass influx of data being pull in by happy unlimited data customers!! So one on the most powerful communication companies on the planet has turned to lies and deceit and misleading tactics to get back any little bit of operating space in their systems, no matter what it costs their customers. After all why should Verizon have to pay for upgrades.How will they ever survive!! How you ask?!?!? Why it's simple. Put the cost back on their own customers. After all, If they want good service make them pay for it. If they don't pay enough ( myself 310.00 a month average for 3 lines!) then hell, charge them more!
I was lied to and misled by a Verizon representative. They cancelled my unlimited data package with out explaining that if i did cancel it at that time i would not get it back! this all after I questioned the fact that I was concerned about losing the package. I was assured EVERYTHING WAS OK AND IT WOULD NOT BE A PROBLEM.
I filed a complaint with customer service on 6/2/12 concerning this matter and was told that it would take up to 14 days for this to be reviewed and at that time I would be contacted by a manager involved it this type of problem. So today 6/12/12 , after waiting 11 days decided to call and see how this process was coming along. Come to find out, my dispute was denied on 6 /5/12 because I voluntarily shut off the data package and the line was off for more that 60 days. these two things were never told to me when I questioned their recommendations to save me money. Also when i filed the complaint on 6/2/12 i ask the rep if she was writing down my side of this story so they would know why i was not happy about all of this.. her answer, NO.What i had to say wasn't relevant to her peaceful afternoon now that i had called up and ruined any chance of a quiet spell I assume.
With all these considerations I formally request that Verizon restore the unlimited package to this line. THAT WOULD ONLY BE A FAIR SOLUTION SINCE I WAS RAILROADED OUT OF IT BY A DECEITFUL EMPLOYEE!
That said, I will be filing a complaint with the BBB and also posting this story wherever relevant around the world wide web.I'm an Honest person but don't cheat me out of what I have. when I'm right I know it. this is not right. please make it right.
I am saving a copy of this letter just in case there is an accident and this post is mistakenly deleted. That way I can restore it so as to warn other customers or even better, future customers to be aware that they to may run into problems with their account if they take the friendly advise of the representatives they are supposed trust with their accounts!!

$310 a month for 3 lines? Wow. How the heck?

Customer Service lied??????

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