Customer Service Not Good

Today I went into the Verizon store located at 3131 Manchester Expressway of Columbus, Ga. I went to purchase a new Samsung Note 3 with Gear with a trade in of my 64GB iPhone of $350.00 the salesman who was very professional by the name of Faraji told me that I first had to pay my past due amount which I did by check. He then proceeded to process my transaction. Upon reaching the end there was this thing that comes up on my account as a "cash only" option hmm we both said. This didn't happen before, nor was I informed by e-mail or in writing that I was under this "cash only" option, this is where customer service at the financial call center goes into the dirt. The salesman proceeds to call and on the first of four calls we received four different answers as to how I could take care of the transaction. The first was that I could go and get cash and my $350.00 rebate would be applied to the cost and I could just pay the difference because I could not pay with a check even though I had just paid my bill with an echeck in the store. Now the strange thing about all of this, with each call it was with a supervisor but a different one each time. So I leave and go and get cash I come back and we call again to the financial services and this is when we get the second supervisor after explaining the situation each time. Again now apparently I can't do that because I have made some changes to my order I no longer want the Gear I just want the Samsung Note 3 and the accessories. So now I am being told that my rebate cannot be applied to my purchase but that it has to be applied to my bill and that I would have to pay out of pocket for the phone. Wow and at a lost for words is all I could say. So now Verizon is extorting money from their customers? Trying to strong arm customers into buying products. The third call the Supervisor hung up which is why we had to call a fourth time. This was the worst case of customer service I'd seen in all of my time with Verizon. I did some research and I can see why Verizon is far behind the other major competitors in customer service. The only thing that I liked out of this whole process was the fact the disclaimer that they give about this call may be recorded and the fact that there where four(4) other store associates there to witness this makes me feel confident in my decision to move on. This may never get to who it needs to but I hope that it doesn't happen to another Verizon customer.

So what your saying is they can over charge and not have good customer service?
I don't mind paying a little more, but bad customer service, in my opinion, maybe you have enough money, way over charging for what we get. I'm not confident they are a fair company..I'm continuing to explore our options...

Similar Messages

Is there another provider with good Customer Service and good Coverage over Oxford, Main?

Hi,
Reason
I am from UK and am trying to find out how best to sign on to a US mobile network and one with the appropriate coverage, as I will be in New England for 3 months, 2 of that around Oxford, Maine. I have joined this forum just hoping for more helpful advice having experienced a very poor Sales & Customer support via both the Web Chat and Phone medium.
Poor WebChat Support
Earlier whilst finding from the website the network coverage claims by Verizon over the Oxford area, I took up the WebChat support that popped up. The first Chat agent advised Verizon don't do PAYG! Have disappointedly signed off, I reasoned to myself that can't be as there was an option to select Prepaid coverage on the Verizon interactive map! So I persevered with exploring the Verizon website and found a whole section on Prepaid, with a even a dedicated WebChat button on the page. So realising it must have been a terminology misunderstanding, I clicked on the WebChat request to try to ask for any pre-requisites, as when I was last in Canada (Ottawa) to buy a SIM, evidently it is not common to sell PrePaid in Canada. It was over an hour to get one sorted because of all sort of procedures. The second Chat agent at least admit he didn't know what is PAYG- then even when I spelt it out he only understood it as another term for Prepaid- then advised he can't help me (even though I later found out it is even the actual name of one of your number of Prepaid Plans available!)! Instead he informed I best call Customer Support on 9085594899 despite reminding him I am in the UK. When I asked about hours of service and the time difference (being at 17:00 hrs in the UK) - he told me not to worry as it's 24 hours support!
Poor Phone Support
The number given turned out to be only for Roaming and Mobile data support only! The first option requiring a registered number which obviously I don't have, so selecting the second the call just got cut-off eventually after ringing on unanswered! Frustrated I found via the Contact Us link the supposedly 24 hours number for Pre-paid Customers 8882946804. After finding the one option to speak to an agent without having to key in a registered mobile number first (I think Credit Card payment), again the call just got cut-off eventually after ringing on unanswered. Then thought may be best try the Consumer Sales line 08002564646 given on the page, and it finally got answered but turns out to be for Business account only (which is a different number according to the webpage!) At least the Business Account agent heard my problem and agreed to stay online until she successfully transfer me to a Prepaid agent. The Prepaid agent on the otherhand couldn't be less helpful. Completely ignored my query on any pre-requistes to sign on any Prepaid plans just wanted to know which Prepaid plans I was interested in and then just rolled off the tariffs for the plan I happened to mention and wanted to get me off the phone. I had to ask her again for any other common requirements - she just say I pay for the tariff plan! No interest to talk me through the process.
Extra item only identified on FORUM under a topic "pay as you go activation fee?"
Yet with such poor assisstance from the formal sales/customer service that I thought to try to search for better awareness within the Forum. To my surprise it was only here I learn of an activation fee to add to any Prepaid plan irrespective of Phone in Box or Customer own Device! As explained by AyaniB_VZW .
Whereupon I gone back to the Verizon Wireless website on Prepaid plans and below is all that it has summarised with the relevant words highlighted in RED by me- NO mention of Activation Fee. Where will I find this activation fee identified on the Prepaid plans pages rather 'hidden' behind small print/ T&C link? As it seems Verizon has good coverage and range of Prepaid options - but inadvisable to incurr any issues or queries after taking up the service.
"Prepaid Plan
Get Freedom & Flexibility
The wireless service you want. No annual contract. Join over 5 million prepaid wireless users on America’s most reliable wireless network with no credit check, no hidden fees or charges and no bills.
How it works:
Simply pay up front to enjoy unlimited talk, text and a prepaid data plan on your 3G smartphone. If you go over your data allowance, pay just 5¢ per megabyte."
Where did I miss the activation fee term when signing onto PrePaid Plan on the Verizon Wireless site?

<This discussion is now closed for crossposting violations per the Verizon Wireless Terms of Service. See Visiting States for three months for any replies.>

Upgrade to Creative Cloud 7 days ago - still no access to full products customer service not helpful

I upgraded to the full Creative Cloud access on the 13th of April through customer service. I saw a promotional offer for $29.99/month for access to all the CC apps, but since I was already signed up for Premiere Pro CC at $19.99/month it said I needed to speak to customer service to upgrade.
I did that. The customer service rep upgraded my service to $29.99/month and assured me that I would now have access to the full creative suite.
You can see that I was billed for $29.99 on April 13th:
After that upgrade nothing changed on my end. I had full access to Adobe Premiere CC like before, but otherwise all other programs(photoshop, illustrator, etc) still downloaded and ran as trial versions. I contacted customer service two more times. They were unable to resolve the problem and only escalated the ticket.
I have not had any response from either ticket. And looking at it now it looks like one of them is listed as "withdrawn" with no notes from Adobe's end and no resolution to my problem. The other ticket is still open pending Adobe's response.
To top it all off today in Premiere CC I received a notice that I would lose access to Premiere in 5 days because of some error in the billing information. So in 5 days time I will be paying $29.99/month and have access to zero Adobe products.
So I'm writing this post in hopes of actually getting someone that can solve my problems to take a look. I don't want to spend another 2 hours in a chat-box with an overseas customer service rep who only copys and pastes pre-formatted responses to me. I don't want my ticket escalated and then ignored. I want the service that I paid for, or I want my money refunded.
What I think happened is that the customer service rep who upgraded my membership to the full creative cloud suite forgot to flip some switch. It seems like they increased my billing rate but didn't actually change my subscription.
Here's the picture that shows exactly what service shows up in my account:
Here's what my creative cloud app shows - notice that I only have access to trial versions of most of the software:
Please don't tell me to try logging out of creative cloud, or deleting files on my end, or check my DNS settings, or any of that. I've been through it - twice - with your customer service reps already. It did nothing. The issue is on Adobe's side. Somewhere in some database my account is not set to full creative cloud access. There is nothing I can do on my end to rectify this.
Please - I would either like this rectified, or have my money refunded. Anything else is unacceptable. And as a whole my experience with customer service has been frustrating, unhelpful, and not up to the standards I expect from a high-class company like Adobe.

Have you logged out of your Cloud subscription and then back in?
Chat Now button near the bottom for Activation and Deactivation problems may help
http://helpx.adobe.com/x-productkb/policy-pricing/activation-deactivation-products.html
or these
Upgrade single to all Cloud http://forums.adobe.com/thread/1235382
http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting- creative-cloud.html

Account suspended through error- customer service not accessible !

Verizon just sunk to new lows.
I asked to port a number from my VOIP provider I wanted to part from to my Verizon account and replace my existing number
with this new number.
After VW customer "service" took the order, my account was suspended, I cannot log onto the web site, I cannot contact the customer " service" and my balance of $345.- ( it ids a prepaid account ex Alltel ) disappeared !!!.
Whenever I try to reach the customer " service" whenever I put my phone number it disconnects me. I tried for 2 hours( !!!) via New Sales to get hold of somebody but they just transfer you back to the menu or to some not working extension and that's it.
No phone, no voicemail, no account and 345.- $ gone. Is this the wireless flagship of the USA ???
Yes, I can waste my time and talk to those apes in the store but that will be even worse.
Does anyone know what to do here ?
BTW this is the message I got from Verizon. Directly after that everything was dead.
Your Verizon Wireless online account - Account Number ending with ........................
This email is to confirm that you have been de-enrolled from My Account. If you would like online access to your Verizon Wireless account in the future, please visit www.verizonwireless.com and re-register at My Account.
Verizon Wireless

Final update : Yesterday night I was contacted by CS by e-mail ( so they do use e-mail-sometimes) and told that my Alltel account would be reinstated I only needed to send a consent to service interruption which did.
Nothing happened, so I expected the same old, but today, a couple of hours ago, I received an e-mail confirmation with request to activate through certain steps. Something went wrong, so I had to call in again, but during the call things cleared up .
Now my account is restored, balance is back phone is working, for the 3rd time suspended web access reinstated and the only thing left is to set up my voice mail box again.
So, 8 calendar days, 16 net working hours on my side later, this issue has finally been SOLVED

How do i contact Skype customer service NOT the co...

how do i contact skype customer service to talk with someone for something that is NOT answered in community?>???????

https://login.skype.com/login?return_url=https%3a%2f%2fsupport.microsoft.com%2fen-us%2fskype%3flangu...
that is the full link to Mac support and the chats with support too.

AT&T Customer Service - not holding to their word

I am very disappointed and upset with the Customer Service I received from AT&T. I opened up a Uverse account in April. After requesting the $99 installment fee to be waived, the AT&T agent obliged. In May, I saw that I was still being charged for the $99 fee. I called back, talked to an agent , and the agent assured me it would be taken off. It was not. I paid my bill, assuming AT&T would reimburse me for the $99. In June, I called again, frustrated that I was having to call once again to make sure my bill was correct. The agent transferred me to their supervisor. The supervisor was very kind, said that she was so sorry I was having this issue, and she would waive the fee. Then in July, I saw that I still had not been reimbursed the $99 that had been promised to me to be waived. I chatted online with an agent, but they were not able to help me with this problem. I then was directed to a number to call so I could get this figured out. I talked to an agent, told her once again what was going on. I requested a supervisor, but before transferring me, she tried to sell me the home phone package and kept questioning why I don’t have a home phone. Clearly, not the appropriate time to try to sell me something. Unable to get the supervisor on the phone at the time, she told me I would be receiving a call from the supervisor later on that day. Then later that day, the supervisor called me. This supervisor I spoke to was very belittling. She spoke as if I was making everything up. She even listed out what the previous agent wrote about me, including that I was an irate customer. This was not necessary for her to do. Essentially she told me that I have been in the wrong this whole time and making things up because there was no track record that these agents said they could waive the fee. She said that they are never allowed to waive that fee. I get if they aren’t supposed to, but the fact is that they said they would do so. She said the best she could do was take off $50. My question is how can your company go back on your word? I set up my Uverse account with the understanding that the $99 fee would be waived. Then two other AT&T agents/supervisors promised the same thing. To take that back is terrible customer service. I am very upset with the amount of time I have had to deal with this. It should have been a done deal back in April when I first set up my account. I am requesting the $99 installation fee be waived. This is my first AT&T account, but my family has been loyal customers for 10 years. I am also upset that you all are unable to listen to previous conversation I had with your agents. Clearly they didn’t take notes that were truthful. They gave me lip service, but all these were empty promises. I hope AT&T will pride themselves in better customer service.

katekoer10 wrote:
How do I reach the corporate office? Let me know if you have the number. Thanks
If the user posts it, the mods will erase it.
Use the link posted to ATT Customer Care above to solve your problem. The presidents's office does not want problems that can be solved by ATT Customer Care or Uverse Care.
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

11 cycles and RED dot on magsafe ?????? Customer service not helpfull

hey guys. iv had my blackbook for about 2weeks now and everythigns been working fine, i normally charger my mac up when it needs it and just normallu run it on the battery power. i went to plug my magsafe in today and the light flashed green then is staying red and im prety sure red isnt good any ideas. ive only done 11 cycles on my battery and the health check says everything is fine.

The magsafe power adapter should never ever be red.
When it is charging the colour of the light should be ORANGE
When it is completely charged it will display GREEN
If your getting RED out of the mag safe power adapter then your adapter is damage. If you are still covered under the warranty, call AppleCare and they will send you a new one, if you are not covered, then you will have to purchase a new one.

Latency slowly creeping up , service not good enou...

Ok so a while back i got my connection sorted out by a 3rd engineer visit i beleive it was. Everything been fine but i have noticed over the past few months my ping has slwly creeped up from 16-17ms too 36ms this week and now it's pi*sing me off too put it politely because im a gamer and it's effecting my online play.
Also another thing , why in the world does surrounding towns too me all have Fibre Optic already but our Town has nothing and not even in the roll out plans. DL17 - Chilton , Ferryhill. ?
And another thing that has pi*ssed me of is the fact Talk Talk Customers are getting speeds upto 16mb on the same exchange im on simply because they have a part in the exchange that BT dont own so were stuck with shi**y 7mb max connection and a measly 0.36 mbps upload rate ( laughable at best ).
I have also noticed that the router resets through the night by itself sometimes too so that also needs fixing !
My Latency type is Fast by the way.
Line Status from Home Hub Below

Hi clairewatson,
There is light at the ned of the tunnel :-
Digital Durham and BT has signed a £24 million contract to bring high-speed fibre broadband to County Durham, Gateshead, Sunderland and Tees Valley.
Digital Durham – a partnership of eight local authorities – has agreed a deal with BT to deliver high-speed fibre broadband to around 94% of premises by the end of 2016.
BT will make a financial contribution of £5.9 million financial contribution, with further contributions of £7.8 million from Durham County Council & Gateshead, £9.1 million from Broadband Delivery UK (BDUK) and a £1.3 million contribution from public sector partners in Sunderland and Tees Valley.
Best regards,
dfenceman

I bought season pass for almost human and the idiots at customer service tell me i did not due the purchase history which i already stated in my original complaint my money was taken but no go what the heck going on this not very helpful

as you can see i presssed the button yet purchase historty says different what happened ? customer service not helpful so far and not grasping the problem i am complaining thinking i did not pay for season when obvisouly i pressed the button so what heck ?
Message was edited by: sabbagh33

It's now nearing the end of April, and 'Almost Human' is not due for airing in the UK until Tues 6th May 2014, and not available for purchase until after the UK airing. I rather suspect you have your iTunes account set-up as 'US' where the season pass has been available, and you purchased it from there (as is displayed in your screenshot - 'TV-14' is the US channel). You cannot 'cheat' the system that way, and get early 'viewings' hoping to get away with it. You have nothing to complain about.
If you had purchased iTunes would have despatched you a recipt and that should be in your mail history.
I have well over 200 movies, about 300 TV episodes, and many thousands of music tracks on iTunes, the iTunes help desk - when I have needed them less than 5 times in about 8 years have been very helpful. They do not deserve to be 'rounded' upon with criticism like this.
Always be honest, always be fair

Where is the customer service from VZW

Since February 19th I have been trying to Early Edge by eligible phone line and have been unsuccessful through the current day. What I finally got from Verizon Wireless after a 4th visit to the store was that there was a glitch in the Verizon Wireless software that controls validating that a device installment plan has fallen off and it is now eligible to enter a new device installment plan or edge agreement.
First on February 19th they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn’t complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it wont let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.
So the store manager works and finds a store that’s willing to send him a gold note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise they sold the device and didn’t tell me. They didn’t even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.
See below for more details that I sent to one of their customer service representatives via email:
Sent on March 12, 2014 at 11:18 AM
As I told you by phone I have been trying to make the change in device and use the early edge program since February 19th to no avail. I want to more due diligence from Verizon Wireless when dealing with loyal customers. You guys use to have a statement of “The First Time You Call It Becomes Our Problem.” It seems that Verizon Wireless has done away with this mantra and replaced it with “No Matter How Many Times The Customer Comes In or Calls; It Remains the Customers Problem.” I have physically been into the store 4 times each time spending more than an hour sometimes 2 hours or more trying to find out what was going on with my account. I see that Verizon Wireless not only has a tendency to bounce its customers around from department to department over the phone but that they also do this to their store employees. I believe my total years with Verizon Wireless is in excess of 10 as I started with Verizon just after the purchase of Primeco in the Daytona Beach Area. I have found that as Verizon Wireless grows my experiences have become less and less stellar and more of a pain point. I am a business and management faculty as well as a college administrator so I spend my days teaching others how to become great entrepreneurs and even greater organizations that serve the greater good. One of my focuses is on customer services and the relations of the enterprise. What I see is a company that has grown so big so fast that they have forgotten the cornerstone upon which their success was built.
I hope that my message somehow makes it into a training that Verizon Wireless holds with its employees to remind them that you are a service organization that would not exist without customers. This means that you return to your original mantra of taking on the responsibility for issues the first time a customer calls and not the 4th or 5th or even after they threatened to pick up the pin and publish journal articles or periodicals about the lax services of an organization to big to fail. This also means that Verizon Wireless shouldn’t launch a program until they have "within reason" reviewed all possible scenarios. It would seem that my particular scenario is not one that is so farfetched that it could not have been played out and properly addressed before it ever hit “main street”.
In one of my classes I started teaching Customer Service 3.0 Predictive Services with Drive. I designed this series to anticipate the customers needs based on recognizable patterns in their behavior. This is not a new concept its just one that has been revived from the past. One that Verizon Wireless should actively deploy across its operation. Long-standing customers have certain behavioral trends that can be categorized into a number of vats. The most important lesson in my most recent interactions with Verizon Wireless that have soured my relationship is that no one within Verizon Wireless is willing to own mistakes until the customer explodes. A simple phone call well in advance of the 7th of March could have fixed my biggest issue with Verizon Wireless and the local store in Daytona Beach. A phone that was being held for me was sold and no one bother to call me. The store made good by calling other locations to find that exact same phone and got it shipped and available on Monday but there is still something fundamentally wrong with not being accountable to the customer. When did this become the rule rather than an unacceptable exception to the rule? If the district manager was in fact the person that made the decision to pull the phone and sell it to someone else then the district manager should have acted within the acceptable bounds of “Good Customer Service” and personally called the customer. Our rank within an organization does not negate our responsibilities to admit ownership of our decision(s) even if there are consequences.
I heard that another employee ordered the same phone from a Verizon store in Tampa and had been waiting and apparently they didn’t know whose phone came in. I know that this was a bunch of lip service because the phone that was ordered for me came from within the district and it was setup so that an employee could pick it up the next day and bring it to the store. I know it was the phone that was meant for me because I was in the store that next day which was the first day we tried to activate the phone and learned that I had to wait until the new billing cycle. Don’t try and insult a customers intelligence because you only serve to make a mild situation even worse. I was in the store when the the location that had the phone was called and it was staged for pickup by an employee that lived in the area but worked at the Daytona location. My trust in an organization that would pull such a stunt and think that I would actually believe it drops lower than the approval rating currently held by the US Congress. Lie to me and our relationship becomes nothing more than a guarded transactional one.
My trust in Verizon Wireless has been destroyed by the actions of a district manager. It does not matter how much effort the store manager Angel or even yourself have put into making it right the fact still remains there is a fundamental wrong that only the district manager could hope to fix through a written apology. Because this person elected not to do so my resolve in no longer being a strong promoter of Verizon Wireless among peers and students is gone. Because I now perceive Verizon Wireless to be disloyal to its customers and unwilling to admit fault. You cannot offer apologies for the actions of a district manager nor can the store manager. It would be the equivalent of me denying some student privileges that he/she was promised and passing it off on someone else because I don’t feel I should have to be bothered with it.
It is my hopes that Verizon Wireless returns to its fundamentals of quality customer service not just on the surface but also at the very roots of the organization. The cost to acquire a new customer is much higher than the cost to retain an existing customer. There are 112 textbooks that echo this sentiment.
The 112 books was an exaggeration I can only physically put my hand on 13 that are on my bookshelves.

Nicely written, but alas it will fall on deaf ears and blind eyes.
The problem here is not the store manager, the district manager or the untrained personnel in the stores. It comes down to supply and demand and the act of securing customers.
You wanted to stay with Verizon, you were willing to purchase another device, the relationship is then you are purchasing goods or services to remain a customer. The snafu is your account was not updated. Then because the people you spoke to did not have an answer for the situation, they lied to you.
Not a good business decision on the face of it, however after being lied to, after having your device sold out from under you, your decision is now to proceed to get that device replaced and remain a customer.
The long tirade you wrote is more effective if you simply cancelled your relationship with Verizon Wireless and show you are a informed consumer via walking to another service who may value your money more. You will note I did not say 'Value You More" since over the last few years customer services have rapidly declined at Verizon Wireless.
Profits for the shareholders ( yep my wife and I own a load of Verizon stock) and insane payments to the management are now focused on making money over the slight annoyances of a small minority of customers with varied issues.
You see 120 Million customers is what they are looking at. The shear numbers mean a few hundred thousand customers leaving or posting how unhappy they are is minuscule so until that 120 Million drop down to 60 Million or even less Verizon Wireless will not be in any hurry to placate you or 59,000,999 customers until the bottom line is affected.
I hope you actually get your device, I would be very surprised if they tell you another story on Monday which 100 text books would not have any bearing on taking care of the customers.
Many times people can teach but in real life the world is not a text book. There are no flow charts to handle the scenario that get in the way.
Good Luck

Need Real Customer Service

I am writing this letter in hope that there is wish for you to continue business with me. My family and friends have used Verizon for years and really enjoyed the service. However, as of late the customer service and helping the customer has gone to the wayside.
I have contacted three different representatives about upgrading my wife’s phone because it is slow and doesn’t perform as it should. The reps always pushed the Edge program and wouldn’t allow for us to upgrade to a phone a little early even though we’ve both been loyal customers who always pay on time. One rep was going to allow us to upgrade to a very low end smartphone but it probably wouldn’t have helped us any. I even had one rep say they could help me cancel the service but couldn’t help us upgrade. I also tried to get the Samsung S5 BOGO deal and they wouldn’t let me get that because I was 1 month early and had to do the Edge program.
Why can someone off of the street get a good deal on a new phone, but a loyal customer with real phone issues can’t upgrade a month early? Why is it that different representatives have different answers and none of them can help?
I used to have no issues with Verizon as the customer service was good and they worked with me. Now we have upgrade fees and less than courteous representatives who apparently have no management and can’t help anyone.
I have been loyal and paid on time for almost 10 years. Now, I am highly considering leaving Verizon because I am not valued as a customer and they refuse to work with me. It’s a shame that loyalty is not valued at Verizon or many other places any more.
I hope someone is willing to help me resolve the issues and win me back as a customer, otherwise, I will have to find a better cell phone company.
All we want is two decent phones and not to up our monthly bill.
Thanks,
>>Personal information removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

radeonator2048 wrote:
I am writing this letter in hope that there is wish for you to continue business with me. My family and friends have used Verizon for years and really enjoyed the service. However, as of late the customer service and helping the customer has gone to the wayside.
I have contacted three different representatives about upgrading my wife’s phone because it is slow and doesn’t perform as it should. The reps always pushed the Edge program and wouldn’t allow for us to upgrade to a phone a little early even though we’ve both been loyal customers who always pay on time. One rep was going to allow us to upgrade to a very low end smartphone but it probably wouldn’t have helped us any. I even had one rep say they could help me cancel the service but couldn’t help us upgrade. I also tried to get the Samsung S5 BOGO deal and they wouldn’t let me get that because I was 1 month early and had to do the Edge program.
Why can someone off of the street get a good deal on a new phone, but a loyal customer with real phone issues can’t upgrade a month early?Is that not what you did when you started your service? Why is it that different representatives have different answers and none of them can help?
I used to have no issues with Verizon as the customer service was good and they worked with me. Now we have upgrade fees and less than courteous representatives who apparently have no management and can’t help anyone.
I have been loyal and paid on time for almost 10 years. Now, I am highly considering leaving Verizon because I am not valued as a customer and they refuse to work with me. It’s a shame that loyalty is not valued at Verizon or many other places any more.
I hope someone is willing to help me resolve the issues and win me back as a customer, otherwise, I will have to find a better cell phone company.
All we want is two decent phones and not to up our monthly bill.
Thanks,
>>Personal information removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

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

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

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

Skype Customer Service

Skype Customer Service not available why?i want When chat be available with customer service?

Skype customer chat will be in a popup window. You have to allow for popups (in IE trusded sites) to be able to actually see the chat.
(disclaimer: this is how it used to be from memory, I might be wrong in the current sceanrio).

When Skype Customer Service Doesn't Reply

I have an issue raised with Skype Customer service.
They have promised twice to reply but do not.
I have posted on the board. A mod replies, but does not answer my question fully and does not reply to follow up questions.
My question is not in the database.
So what do I do next?
I am posting this question here as I do not see anywhere else to ask this generic question.

Customer service not replying how do we get in touch with skype my skype to go numbers I use im getting charged on my vodafone bill plus uses my vodaphone mins and also uses my skype credit this is crazy as it internet based but my skype to go numbers start with 09 thus charging vodaphone please contact me [Mod edit: Please do not include personal/private information when making a public post. Thanks!] THANKS

Xperia z2 not good manufacturing defect

dear all, i want to say that please do not buy any sony mobile. i purchased 1 z2 on 21-june but from suturday i am facing problem regarding tuch. i went to service center thy told me that in this device water entered. but i want to say that i am not using water on mobile. so service not good.

Hi 240123,
Welcome to the community,
You could always ask the service agent to perform a vacuum test on the device. A vacuum test will clarify if there is any defect in the device that would cause said issue.

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