Customer Service Nightmare

To Members of Lenovo Community:
I’d just like to share my horrible experience with Lenovo customer service during the past few days. First, I am a current T61p owner that was (note the past-tense) interested in extending my warranty with the ThinkPlus extension. However after placing the order, I was notified that there was a problem with my order. Part of the email is shown below:
Dear Lenovo Customer,
We are unable to complete your order due to an undeliverable ship-to address.
For security reasons, we cannot ship to Hotels, UPS stores, Mailboxes Etc., or any address in which the end user cannot be verified by Lenovo.
Please contact us at 1-800-426-3325 (during our Business Hours) and refer to your order number XXXXXX to provide an acceptable delivery address and please make sure the new shipping address is added to your bank file.
If no response is received within 4 business days upon receiving this email, your order runs the risk of cancellation. We appreciate your business and your prompt attention to this request.
Like most people would normally do, I called the number given in the email above in hopes of resolving this issue and getting my order taken care of. Nobody answered the phone after a few minutes and I was instructed to leave a message, which I went on to do. The message said Lenovo would respond within one business day – this was two days ago.
I then proceeded to call Lenovo support to see if I could get my order taken care of with them. I was re-routed to a different number (the third I’ve had to call) and waited to speak to a customer service representative. The waiting continued, for a FULL ONE HOUR with no response from service representatives. Most people (myself included) have better things to do with their day than wait on the phone to a repeating 1 minute fragment of music. After this experience, I then called Lenovo support again, and a different representative told me to call that same number even after I told him about the one hour wait with no response. I also told him about the first number listed above in the email. He told me nobody will respond to that phone. WHY would you tell customers to call a number that is not staffed?
Needless to say, I will likely let this order cancel on its own and never deal with Lenovo service again. I really did want the warranty extension a few days ago, but now I’m not so sure with a preview of what type of service lies ahead if I did go on and get the extension. It’s obvious that a problem exists when a customer who is willing to pay the company for service is repeatedly kicked around to different answering machines with no hope of getting a simple problem fixed.
If anyone from Lenovo would like to take an opportunity to respond, then please do. I await your words.

afweji,
Apologies for your experience. It could be that you were referred to credit services, which operate on a call back only basis.
I agree with your point that it would be best to refer customers to a live number - will look into this further and see how we can improve.
In the mean time, I would suggest calling the main sales number 866-968-4465 which is staffed and answered live, and receive help from a representative to review your order, any messages in it from credit services, and get this resolved.
If for some reason you are still at an impass, please send me a private message with your order number and I will try to help you resolve this. As I am not able to directly amend your order, it's best to try sales first.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Similar Messages

IPhone 5 and Verizon customer Service Nightmare Please help!

I need help with Verizon customer service. I would like to know if I am being unreasonable. Here is my story. I ordered an iPhone 5 from apple to add to my Verizon account. This will be my fourth line of service with Verizon. I spend over 200 dollars a month with Verizon. I ordered the iPhone on the first day it was available to order. I received my iPhone on Tuesday 9/25/12. The nightmare begins. I call Verizon customer service to activate service. I get bounced from department to department because they are unable to activate my phone. This goes on for about an hour. I then get to a nice young lady that was very friendly and worked hard to try to help me. We spend for hours on the phone speaking to all of her different departments and even calling apple care and apple directly. The problem is Verizon set my new line of service to start in the middle of October. After about 4-5 hours on hold with customer service I am told they can't activate my new phone until the middle of October because when the order was placed they set up my activation date wrong. They went on to tell me they could do nothing more and transferred me to apple as they said only apple can fix the problem. I spend the next two hours on the phone with apple. Apple class all their tech support and calls Verizon back and explains my phone is a working phone and Verizon is the one providing the service so this is definitely a Verizon issue. I am advised by apple that I need to call Verizon back to fix. At this point Verizon is closed as I have been on hold with reps past closing time. I call back to Verizon and get a really helpful customer service rep the next day. Spend two hours on hold with him and he gets my service turned on. He states they should have been able to help me with this yesterday and apologized to me. He advised I would have to call back the next day to change my phone numbers around. Total time invested today 2 hours. Total time invested so far over 8 hours. I call back the next day to get my numbers moved around. Takes about an hour. When we are done I ask if I can get a credit on my next bill for having to spend over 8 hours on the phone to fix Verizon's mistake. I am transferred to a very condescending manager who laughs at me and tells me in essence they don't care about my time. He offers me one day of service credit. I advise him this is unacceptable. He gives me an analogy that this is like me getting my electric turned off for not paying and then wanting a credit for the time it took to turn back on. He even laughed at me on the phone and told me he wasn't going to do anything. When I asked to speak to a higher up manager I was told no. My question is who do I advise to get this rectified, and is it unreasonable to expect a credit when I spent over 8 hours on the phone with Verizon to correct their mistake? Pleas help!

Yes, don't feel it is as black&white as other posters here, but it is impractical.
What is the value of your time for example? If you are not self-employed, were you still being paid during these 8 hours. A court would consider actual economic loss, did you lose money during these 8 hours? And do you/your employer pay customers in similar situations? In my experience, you get credit based on the service (e.g. the 1 day credit) rather than being paid for your time.
And on the flip side, if I call up Verizon complaining that my phone doesn't work, and it turns out that I had forgot to charge it, do you want to be billed for the rep's time when it was your mistake? (Of course, wireline DOES do this, if Verizon dispatches a repair tech and the fault is inside your house etc (without a wiring contract) you do get charged)
Certainly the one day credit is the minimum they should provide. As others have said, your real recourse is to return the phone.

Complete Customer Service Nightmare

I have spent four days, hours each day attempting to upgrade to a new phone and service plan, both online and on the phone with zero success. I give up. First I spend three days attempting to "design" a new Moto X. After wrestling with this constantly malfunctioning web page I finally get phone configured as I like. Then spend hours making numerous failed attempts to checkout with new phone per repeated error of inability to "locate" account. This after I've logged into my account and seeing my account info on screen while still repeatedly unable to complete checkout because "account can't be located."
Gave up and decided to upgrade via phone customer service. Spend hours on the phone...on hold numerous times and required to give account information over and over again. Customer sales agent is unable to configure phone as I wanted it...as I had done on the website...doesn't even understand the options for customizing that are available as I'm trying to communicate how I want the phone configured. Finally I'm resigned to getting the phone sort of like I wanted it minus a few options because the sales agent doesn't know or understand the options available per "designing" the phone as you want it like the website offers. After spending an hour with sales agent I'm informed that due to technical difficulties she can't process order and will call me back in fifteen minutes to complete order. That was four hours ago. Pretty sure I won't ever get the call back. I was also given a ridiculous series of hoops I'm supposed to jump through for the sale / upgrade. Sales agent says she's going to give me an 800 number to call. Then I have to call and authorize an email to myself so they can send me a code I need to input on the website to order my phone. I thought that's what I was doing with her for the last two hours. She never gives me the 800 number as this is when I got the technical difficulties line and the promise of a call back in 15 minutes. Still waiting! What a ridiculous bunch of crap for a customer wanting to SPEND MONEY with Verizon.
Wait...it gets better. While I never got the call back to complete the order, I did get a quick call to MY phone from someone asking for the sales agent I was dealing with. Huh?
There are more stories of attempted account management function usage online nightmares per malfunctioning Verizon website but that's another story. I'm amazed the Verizon employees I've dealt with can find their way to work in the morning.
Good luck to other Verizon customers. I hope you don't grow old, die and turn to dust while attempting to do business with Verizon online or via the phone.

Yes I did try the Motorola site with no success with the checkout process after configuring the Moto X. Repeatedly failed to complete checkout due to "account not located" when I used correct ID and password over and over. Verizon sales agent told me this is purposeful as they don't want the sales transacted via the web per customers unaware of plan upgrade costs with new phone and a large volume of customers returning the phones to avoid plan upgrade costs they were unaware of when buying the new phone.
The reason I want to buy online is because it's fifty bucks cheaper than what the store wants. Because I'm supposedly getting a fifty $$ discount per my association with a 3rd party retailer. The sales agents did quote me a price fifty bucks more than what was my checkout price that I couldn't complete. That and the fact it's about 100 times easier to customize the phone yourself than it is to communicate what you want with sales agents. If Verizon doesn't want to allow the web based sale than their sales agents should be far more knowledgeable about the product and options than any of them were per my experience.
I'm a long time business owner. If I made it this difficult for my customers to conduct business with me I'd have been out of business long ago. Here's how it should work. The consumer...me, should be able to configure the product the way I want it just like the websites are designed to allow. Why have the option to allow customers to design the phone on the website and complete sale including shipped to me if you're going to disable the actual checkout? The entire process should be seamless and take 10-15 minutes tops. It's the whole concept of internet sales for customers that don't have time...or just don't want to drive to a store and most likely be one of several customers rather than the only customer sitting at their computer. To sum it up, Verizon like so many consumer product and service companies today suck and don't give a rat's rear about customer satisfaction or customer care. They are not alone by any means.

CUSTOMER SERVICE NIGHTMARE!!!!!!Solutions?

I have been all around the mulberry bush with C.S.
My issue: ever since getting my e-mac I periodically lose the connection between my .mac e-mail and the mail icon. I can log onto the website for e-mail, however nothing offline.
I have called 3 times in the past few days to try and get this resolved.
Call #1: Tried to speak with a guy from India(who couldn't communicate in English very well. Perhaps I should learn Hindi?) who had me try fruitless tasks for 20 minutes and gave up, telling me to log onto the website.
Call # 2- This guy had me use the emac system restore disc.
Result? I can't use virex, safari, lost all my itunes. and have to log in some wierd way.
Call#3: This guy sends me to apple.com to download OSX updates. Didn't fix the e-mail problem. The technician said he was going to connect me to a "product specialist" (thought that was what he was?) and got the "I'm sorry, you can't be connected please call back" message. Called back only to get recorded message that it was after business hours.
2 questions:
1:Does anybody who works at Apple know how to fix problems?
2: What can I do to get this fixed? I am scared if I call them again the computer just may blow up.
NO E-mail still!
No safari, virex( "Apple can't help me with that, I'll have to call virex"), itunes!
WAY TO GO CUSTOMER SERVICE!!!!!!!!!!!!

No, there is no additional discussion; I just posted this today.
I understand what you're saying and all the policies are clearly spelled out. But if a customer is deceived into their understanding of the terms, then that is where the problem lies. Even the rep who has been troubleshooting said that I was given incorrect information. Very few customers, if any, read every word in Ts & Cs and fully understand them. As a business that is responsible for explaining the complex and circuitous means by which we purchase Verizon services, it is up to reps to make the customers fully understand what they are buying.

Repair and Customer Service Nightmares

I have a verizon landline in a second home. Two years ago, it took 4 appointments before anyone actually showed up to install the landline. To date, the wire are still above ground on the road. One week ago (7/7/13) I received a call from my home security firm telling me they had lost contact with my unit, probably meaning the phone was out of order. I called Verizon after a few days on 7/11 to set up a service order. They were to come on 7/13 between 1:00 and 5:00. I told them I had no cell coverage at the home so they would not be able to reach me. They never showed. I had a friend call on my behalf and was told many things: they would be there; they had left multiple text messages on my cell phone (which of course I could not receive) and sent multiple e-mails. At 7:00 p.m. I left the house to go where I could get cell coverage and make a call. I called an agent and was told the email on file was incorrect; the agent who set up the appt put the letters AT (like @) in my email so my email read [email protected]. I was told this would be corrected on Sunday. On Sunday morning (7/14), I again asked a friend to call on my behalf and he was told I would have someone here by 1:00. To make matters worse, yesterday, the day of the original service, a service person called my cell looking for directions. I called him back and texted him but once I was back at the house, I could get no incoming cell texts or calls. I feel Verizon customer service is so very disjointed. I also believe customer service reps tell you anything to appease you and get you off the phone. The website is riddled with problems in connecting to a solution. Just today I got a message that I 'should contact my supervisor". ARE YOU KIDDING???? I have an existing order at my primary home to install FIOS on 7/26. I will most likely cancel this order, cancel my cell service when my contract is up and cancel the service at my second home once I secure a viable replacement. The problem is there is limited service here and Verizon knows this. I feel very cheated and appauled at the lack of customer care shown. I don't blame the individuals I spoke with; I blame Verizon management (hardly an appropriate word to use). I have spent an entire weekend trapped by Verizon with nothing to show for it. Consumers need to start speaking up and putting lousy companies out of business once and for all.

Love your statement! I am with you for a call to action 100%!
Landline may be expensive for the company; but, are we not paying
for this service?
Landline service is still required in numerous areas
and it is more secure than FIOS (still in its infancy). As stated by
many customers....mobile phones are the most unreliable for
emergencies (gray areas will cause dropped calls to no access).
For customers who have home security systems, medical systems.
Does it work with FIOS?

Customer service nightmare (black hole)

I am at wit's end with Lenovo and have never posted on a message board before but I am hoping that someone outside of customer service will read this and help me. I have an ideapad S10 and had it for 13 months (one month after the warranty ended). as you know, this laptop has a one key recovery button that can restore windows but if your hardware blows up it is useless; this is what happened to me. I contacted Lenovo ( i dunno) six weeks ago and they were gracious enough to send me a recovery disk. Needless to say, it is six weeks later and I still don't have my disk. Each time, I have been promised to have this disk within three days of the call; after countless calls to these people I still don't have my disk. The last two times, the customer service person promised me that they would call me to let me know the disk had shipped and they did not call. The most recent promise was to call me by this Monday by an Indian named Carl; again, no call. I don't know what else to do; this is by far the worst experience that I have ever had with ANY compan for ANYTHING. any body have any idea how I can get a competant person to send me a recovery disk that I paid for? Please, not smart alleck responses, just help.

Vegas879,
I will try to help.   Not all the IdeaPads have recovery disks available for them....
I assume that you meant your HDD failed when you said your hardware "blew up"?   If so, I assume you want the recovery disk because you have a USB CD/DVD drive and have gotten a replacement HDD?
Also, the OKR - One Key Recovery feature can be used to make your own recovery disks (assuming a customer does it before a failure)   I thought I would mention this, because it's an important tip. Not everyone does, and then that places the burden back on Lenovo to solve the problem outside of warranty, and in some cases we wind up with a disatisfied customer which is certainly not what we want.
That said, can you clarify if you have the S10 or the S10e model?
I'll see what is available and can be sent to help you out here.   If available, I'll need your contact information name, address, and a phone number which you can send to me via a private message.
Thanks,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Disastrous customer service nightmare!Please never buy anything at lenovo.nl

Beginning of august I ordered an s440 Thinkpad at the Dutch Lenovo store. The delivery was going to happen in 17 days. Three days after I placed my order I cancelled it thinking that I am in time before the whole procedure of shipping will be set in motion. A few days later I got an email that I was too late and I will still get the product shipped all the way from Korea (as I later saw on the UPS tracking). I was still hopeful and just waited for the product so I can ask for a return. I called the customer service which btw has an unprofessional sounding nonnative Dutch speaking front menu that completely gives off the wrong tone right from the start. I got the lady on the line and asked for a return. She said I will be contacted by the shipping company for a pickup. I assumed this will be within a day maximum two. After 2 days I called again and a poor Dutch speaking voice told me that it will take a week or 10 days before I will be contacted by the company. I said all right.. I can wait. After two weeks I still got no mail or anything from anyone. At some point after 3 weeks someone showed up at my door saying that they are DHL and are here to pick up something for a company named Ingram. As nobody contacted me I am not going to give a laptop worth quite a few 100s of euros just like that. I contacted the customer service and they said they can’t do anything because the shipping company has to contact me. After some failed attempts I got a decent English speaking person on the line trying to do his best and help me out. He arranged a pickup and I got a mail again from an unknown company but I was willing to assume it was for my return. The date was inconvenient so I called DHL. They said they can’t change my pickup date because only Lenovo can do that. I called Lenovo. They changed the date for my convenience. For some reason the guy still came on the inconvenient date and as for my luck I was home and could pass it on. The next day someone came again so they didn’t cancel the original pickup and they came twice (not smart logistics from DHL but that’s another story). This was on the 15th of September. Unfortunately today the 2nd of October I still haven’t received a refund or confirmation or anything. I called twice yesterday and today and a very rude and unfriendly again poor Dutch speaking lady said there is nothing in the computer about my return. So I am kind of scared that I will never see my money back. This is a disgrace to an otherwise good brand. I cannot imagine how this can be called customer service! It is a disgrace to the company name and brand that customers have to wait 2 months for a substantial refund and are treated badly by unskilled people with bad language. If you can’t help me at least try so and learn the language of the country you live and work. I guess downsizing and outsourcing does that to a company, everything as cheap as possible.
I wanted to get the computer directly from the manufacturer because they had good options and wanted to support them instead of a second or third party distributor, but I was incredibly wrong and will never make the same mistake again.I can't even imagine what would have happened if I actually kept the product and had an issue with it after a while,I would have never been helped out! That's "unfortunately" an important thing when buying electronics worth considerable amounts. Please be aware!

Vegas879,
I will try to help.   Not all the IdeaPads have recovery disks available for them....
I assume that you meant your HDD failed when you said your hardware "blew up"?   If so, I assume you want the recovery disk because you have a USB CD/DVD drive and have gotten a replacement HDD?
Also, the OKR - One Key Recovery feature can be used to make your own recovery disks (assuming a customer does it before a failure)   I thought I would mention this, because it's an important tip. Not everyone does, and then that places the burden back on Lenovo to solve the problem outside of warranty, and in some cases we wind up with a disatisfied customer which is certainly not what we want.
That said, can you clarify if you have the S10 or the S10e model?
I'll see what is available and can be sent to help you out here.   If available, I'll need your contact information name, address, and a phone number which you can send to me via a private message.
Thanks,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Black tie plan/customer service nightmare

So I bought an htc g2 last year with 4g, microsd card slot, keyboard etc. I have black tie protection plan drop the phone and break the screen. It gets sent out for repair and comes back 3 weeks later with a working screen but broken headphone jack and keyboard. It also resets itself once an hour. Send it back out get rapid exchange. Refurbished phone screen goes black the next day. Rapid exchange again-same problem. Go to get another refurb phone and they dont have g2s anymore so they offer me the nexus which is 3g, has no keyboard and no slot for my 32gb microsd card. They cant even send my phone out for repair. I talk to the manager at my union square store who says he will send an escalation. Never hear back from him. Go to the mobile store across the street where a woman helps me and sends a new escalation. I call back a week later and she says they never got back to her and says she will call me back. She calls back and tells me they said its out of their hands. I call 1888 best buy the next day and get a great customer service rep who understands that im being downgraded and says his supervisor will send an email to my local best buy store to allow a "junk out" . I think wow this is great and go to my store where the manager says he knows of the issue but hasnt gotten the email. I wait 5 more days and try to get back in touch with the missouri call office i spoke with. After finally finding someone who can transfer me there i leave a message because the person i spoke with and his supervisor are in a meeting. I am promised i will get a call back. Never happens. I again am lucky enough on the 4th call to get transferred to the same office and am told that the email was sent. I call my local best buy and am told there is no email. I cant believe the frustration.
what do i do next? after 3 crapped out phones and a month of not being called back and told misinformation I still have a brick that was sent to me defective.

They don't honor the black tie policy at all I haves asked for a junk out and the offer me a $75 gift cars instead the whole thing has become a joke.

Battery recall - customer service nightmare

Apple is doing a lot to get switchers, and they caught me about a year ago - but after this absolute debacle, I just might switch right back!
This is my first encounter with Apple customer service, and I am the exact opposite of impressed. They've had over 24 hours to put some kind of information on their website as to WHY all these batteries supposedly included in the recall are NOT being accepted. how about some ANSWERS, Apple?
And as for calling them, forget it. Long wait times, hang ups, and their best answers are 'try the form again?' You mean the broken form that you people can't seem to getting around to fix?
I'd like to get my in danger of exploding battery submitted, so that I can get on to the four to six weeks of waiting for a new one while my 'portable' computer is absolutely non-portable!
Is anyone else as disturbed by this customer non-support as I am? How difficult could it be to fix a form, or at the very least, release some information about what the problem is!

Apple is doing a horrible job dealing with this recall. I realize that 1.8million batteries is a massive effort... BUT-
Let's at least get our act together.
My iBooks battery is within the serial numbers still posted. The web form keeps rejecting as it cannot be "validated"...
So I finanlly called Apple today (50 minute hold time between two calls). I was finally told that, even though my number was in the "covered range" it was not manufactured by Sony. That all digits of the SN are needed to identify the manufacturer.
So I was relieved... until I read a post on DealMac - and apparently some folks are calling a different Apple phone number and being told that the web app is not working correctly, and that the reps are giving bad info as well - that indeed all batteries falling in the posted ranges ARE covered and need to be replaced ASAP.
So what to do????
A simple straight answer would be nice for starters...

Customer Service nightmares

I really think there needs to be legislation to prevent Verizon from defrauding its customers and acting as a utility with no oversite...
I also think there should be a way to force them to be financially answerable when there system over charges a customer.

While after hours and hours on the phone they did respond in a positive way. However, a charge for a hotspot was hidden in a sub account and they charged it off after 3 years of unattendance. I spend roughly 2 to 3 k a year and have for 15 years...the sub-account was recently discovered when I wanted to pare down my expensive service. They could not reduce my costs until it was paid or recovered. However, they didnt have a problem increasing my service costs without it ever coming to anyones attention. Neither myself or any of the retail managers knew of the sub accounts existence.
And of course, they blame the accounts delinquency on me. I paid them 20 times over but the dollars were never allocated to the proper accounts payable...
A dilema they insist on ruining my credit over...and there seems to be no appeal to resolve this dilema...
Overall, Verizon for such a giant organization is fair in most cases....all you have to do is talk to 34 people and spend 5 hours being transferred all over the country until you get a person empowered to make a decision...and trust me, there is usually only one....your guess is as good as mine as to whom that might be in the adventure...

I received an iphone 6 with a damaged screen and now going through a customer service nightmare to get this resolved!!

I ordered an iphone 6 and it was received with a damaged screen. I immediately called and was told that that since it's still functional to go ahead and activate it and a new one will be sent out with a box to fedex back the damaged one. I asked for a silver one and they said no problem. So after a week I called to ask for an update and was told that a message was left for me to call to verify. I never received a message.
OK so then this person went ahead and took care of it and told me that she was ordering the silver one 16gb and once again to send the damaged one with the fedex box when I receive it. I later got a text asking for my bank account info.
I called back to see why they need my bank account. They said I was going to be charged for the iphone again. NO!!! I will not pay AGAIN! This is not my fault!!
So after a few more conversations and talking to the manager a few minutes ago. I was told that I was going to be charged for the iphone until they get the damaged one back. NO!!! Once again I will not pay AGAIN!
I am turning to social media to fix this problem. I just want a working phone! I've been a customer for a very long time and I am shocked at the treatment I've experienced!

az.bulldogger,
I am definitely sorry to hear that your phone was damaged when you received it. I know that would make me very upset and I would want a resolution for it as well. I am glad that we are able to offer a replacement for the phone. How that particular replacement works is that we will send you out a NEW phone rather than a Certified Like New Replacement. In order to do this, we do require a payment for that new phone. Once we receive the defective phone back in the warehouse, the charges are reversed. So essentially it is a hold until we receive the defective phone back. There is not another way for us to order a new device without this payment. I do apologize for any inconvenience this may cause.
ErinW_VZW
Follow us on Twitter @VZWSupport.

Customer Service Nightmare (Loose Screws and Bad Apples)

Over the holidays my Macbook Air got liquid damage. I had to pay $784 for (repeatedly delayed) repairs from Apple which isn't much less than the cost of replacement. When I finally received my computer, after they mailed it to a truncated version of my address then quit attempting to deliver it once that did not work, there was an e-mailed survey asking if the screws were loose, and indeed they were. One by one almost all of the screws fell out of the bottom of the case, so I called Apple.
Apple informed me that while it's been less than a year since I bought my computer, I had used up all of my phone support so they could not deal with me. I then purchased replacement screws from a third party online, but they did not fit, so I tried Apple again. The people on the phone transferred me no less than 4 times and at the end of all that holding and transferring a tech support kid actually laughed at me and told me that he couldn't (or wouldn't) send any replacement screws and my only option is to take a bus over 90 miles (180 miles round trip) to the closest Apple store and hope that they have spare screws which they may or may not. Obviously, that's not an option -- I don't have the time or money and it's an obscene distance just to try your luck.
I can't find any screws online for this model of the Macbook Air (it's a late 2010 model, which I purchased Feburary of 2011). I understnd even if you do find them you need special Apple repair center screw drivers to screw them in.
Finally, when I try to open a support ticket online to discuss this, I am promted to enter my serial number, which I do. However when I do this the website never responds. I've tried this through 2 different parts of the support website (the express lane and directly from the main page) and I've tried it many, many times over the course of 2 month or so.
So my question is simply this -- what the heck can I do??
I'm located at a university in Southern Oregon. We don't have an Apple store but the computer guys in our bookstore say that they have the screw drivers if I can get the screws.
Thanks!

Thanks sldr2thewheel
Right, I forgot to make that distinction. The closest official Apple Authorized Service Provider is closer than the closest Apple store, but it's still far away.
Perhaps I can try talking the AASP into mailing me some screws. It seems like (given Apple's official repair center won't send them to us for some reason) you should be able to order them online from somewhere.
At any rate thanks for your response and perhaps I will journey to the AASP if I can't think of a work-around.
I don't know if this is crazy, but I'm thinking about using super glue...

Waterproof I don't think so, Customer Service Very Disapointed.

My daughter wanted an android phone that would take great pictures, she researched and found the SOny Xperia Z3v. I read up on it and the first sentence in Verizon's ad was The most waterproof phone avaivailable. So it was time for an upgrade, signed up for the Edge program through Verizon. Did not even make the first payment on the new phone before it broke. it turned into the worst customer service nightmare I havew ever had in the 10 plus years I have been with Verizon. I also called Sony and received the same I don't give a crap we already have your money attitude. Like I said the advertisement said it was waterproof up to 4.xx meters as long as you have all of the ports covered (says so right there in the leagalese small print) that means you can not take it in the bathroom to listen to music while charging it, because the steam will make it stop working. I have taken my Samgung Galaxy note, and The IPhone 3,4,and 5 have all done fine in the same situation. But the most waterproof phone failed the test. So beware..... I ended up haveing to pay another 150.00 dollars for the insurance claim to get another phone after pleading with Verizon and Sony for a month. I thought it was unfair that this ph0one failed the way it did. Then I did not even get the same phone I had paid for in the first place. my daughter had wanted a black one, but the only ones in stock were white, and we had already waited for two weeks for the backorders to come in and were told it could be two to thre more. Never again Sony, And I will makie sure I conmtinue to post. The post I put on Verizons site has already had 20,000 plus hits....

Here is the official info.
http://www.sonymobile.com/us/products/phones/xperia-z3v/
* In compliance with IP65 and IP68, the Xperia Z3v is dust tight and waterproof. Provided that all ports and covers are firmly closed, the phone is (i) dust tight and (ii) protected against low-pressure jets of water from all practicable directions in compliance with IP65; and/or (iii) can be kept under 4.9ft of fresh water for up to 30 minutes, in compliance with IP68. Abuse and/or improper use of the device will invalidate warranty. For more information seehttp://www.sonymobile.com/durability

Customer Support Nightmare

I have been a loyal verizon customer for 14 years with 4 phones on the plan and am currently experiencing a customer service nightmare, am seriously considering switching over to another carrier who is willing to pay my ETF, is there a customer service rep here that can assist me? .... am willing to give verizon one last chance to make things right

No just another customer that tries to help.
Verizon customer service people have the Verizon Avitar next to their names.
However they don't answer very quickly, and when they do it will be to follow them in the forum and they follow you in order to direct message. This will be a waste of time.
But thanks for not giving the whole rant my eyes appreciate it

Installation Nightmare and no help from customer service

I just spent July 2, 3, 5 from 11a-6p and Saturday July 6 from 8-2 waiting for installation of my fios service in my new apartment. When i called them to let them know I was moving they insisted it was available at my new location. When the tech got there at 2 on 7/2, the wiring was not done in the apartment and they needed the help of another type of guy who works for a sub contractor. They called that tech, who said he was coming by the end of the day and he never showed up. This happened again on Wednesday and Thursday. I spent three days of my summer vacation in my house with three kids waiting for someone who had no intention of coming. I called customer service three times and finally got a supervisor on Saturday am who told me they could not tell me if that outside contractor was ever going to show up. They apologized, but thats it. I asked to cancel my service and they were shocked. I had no service anyway. So they transfer me to a relief agent, who was also sympathetic, but told me the chances of the outside contractor showing up were slim and none and that they could schedule me for the end of the following week. That would make it two weeks with no phone/internet/tv but even worse, my vacation was over. I can't even describe how upset I am about losing precious time with my three small children. They finally showed up as I was walking out the door with the three kids to go to the beach and they came walking in. I have not received any kind of help from customer service other than for them to tell me they have no control over their subcontrator. I don't know what to say other than it was a total nightmare. For what I pay for service for the past five years I expected a lot more of them

Ihotka, if you have a problem w/QT's refund process you should post your concerns over @ QuickTime Feedback.

Customer Service Nightmare

Similar Messages

Maybe you are looking for