Customer Service Outage on 4/16/2012

On 4/16/2012 Adobe experienced a customer service outage in one of our data centers. This CSO occured at around 10:30 PM Pacific time and was the result of a hardware failure in a switch. This outage impacted many aspects of DPS from publishing, notification and delivery of content to customer devices. The faulty hardware was bypassed and operation were resumed approximately 90 minutes later. Over the course of this morning we've experienced some lengthy times for queued operations like publishing and notifications. Monitors show the systems are mostly back to normal now but we are monitoring queues in case of backups.
Please respond to this post if you are currently experiencing issues with any part of the DPS workflow. Particularly areas that you work with regularly, if they now appear to be non performant or fail.

I still cannot download updates (or anything) on any of our iPads using the Adobe Content viewer.
When it finally started to download an update it took a half hour to download 1.9MB then hung-up then said "cannot connect to server"
I've been trying all morning with similar results.
On the most recent attempt, it took about 15 minutes to download 2.9MB then failed.
Sometimes it says cannot connect to server.
Last time it totally crashed the Content Viewer.
When will this be fixed?
Dave

Similar Messages

  • Errors, Outages, and Lousy Customer Service

    For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm.  You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains!  I called customer service & tried several options but couldn't get through to a human being.  All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs."  24 HOURS!  GOOD GRIEF, what's the problem?  My mother, who lives just a couple of miles away, still has her cable service.  The recording also said I could use my PC or smartphone to check for updates.  Thanks.  I guess it's a good thing I don't have Comcast internet huh? I'm really sick of this.  I just spent over a week trying to get my ON DEMAND service to work.  I was repeatedly getting error messages and the service did not function at all.  After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy).  The tech. arrived promptly and was very nice.  We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages.  The tech. then told me that a "node" in my area had been down for some time and was being repaired.  There was nothing for him to do, so he left.  I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me.  How STUUUPIDDD is that?  Sounds pretty stupid to me, not to mention a waste of time.  Of course, it's possible they didn't know or no one bothered to check(which is just as bad). And I'm supposed to believe "Comcast Cares"?  Yeah, right . . . .   I'm tired of waiting for you guys to improve.  I have come to the conclusion that you never will. Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages.  The American public needs to wake up and demand better.  We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages.   Internet providers have similar issues and the rates for both continue to increase.  Is the product you get really as good as the price makes it seem?  We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.

    baz123 wrote:
    For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm.  You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains!  I called customer service & tried several options but couldn't get through to a human being.  All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs."  24 HOURS!  GOOD GRIEF, what's the problem?  My mother, who lives just a couple of miles away, still has her cable service.  The recording also said I could use my PC or smartphone to check for updates.  Thanks.  I guess it's a good thing I don't have Comcast internet huh?
    I'm really sick of this.  I just spent over a week trying to get my ON DEMAND service to work.  I was repeatedly getting error messages and the service did not function at all.  After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy).  The tech. arrived promptly and was very nice.  We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages.  The tech. then told me that a "node" in my area had been down for some time and was being repaired.  There was nothing for him to do, so he left.  I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me.  How STUUUPIDDD is that?  Sounds pretty stupid to me, not to mention a waste of time.  Of course, it's possible they didn't know or no one bothered to check
    (which is just as bad).
    And I'm supposed to believe "Comcast Cares"?  Yeah, right . . . .   I'm tired of waiting for you guys to improve.  I have come to the conclusion that you never will.
    Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages.  The American public needs to wake up and demand better.  We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages.   Internet providers have similar issues and the rates for both continue to increase.  Is the product you get really as good as the price makes it seem?  We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.
    I was able to see the repeated issues on the area and a credit was submitted for this. Can you send me a private message? We do see several options to lower your bill but it might required a downgrade from your current services. -FC 

  • Lack of customer service etiquette for faulty product

    I acquired an Apple MacBook Pro i15 inchi n early 2012 and it performed beautifully until Apple released their latest OS named Mavericks. Upon being advised of Mavericks userbility,I decided to upgrade my OS via Apple's Itunes Store. Suddenly,my machine would not boot up and cuts off during operation. I immediately went to the Apple store,located in NYC Fifth Avenue, only to be informed there would be a surcharge of $310 to repair an hardware issue caused by Apple's software upgrade. Subsequently,an Apple employee followed up with a price compromise of half the original amout stated. My response to Apple is my back up PC which is eight years old has been repaired complimentary free of cost by Sony in the past two (2) years for a faulty battery.
    Mark my words Apple,I currently own a $2,000 Apple paperweight and I will never acquire,advise or initiate a friend,foe,associate or colleague to purchase any of your products.
    Good luck trying to compete against Amazon's Kindle,Dell's Alienware and last but not least your outsourcing competitor,namely Samsung.(Hint:Their customer service retains their customers) The art of good business is bringing people together.

    If you are interested in possibly resolving your problem, please let us know.  If it is not a hardware issue we may be able to assist you.  You may want to start with this:
    https://discussions.apple.com/docs/DOC-6162

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

    I've been using Verizon jetpacks for 9 months now.  Seemed like a sweet deal. Prepaid. Convenient. Fast and reliable.  WRONG!  I logged my 1000th hour on the phone with customer service today after a 5 hour "troubleshooting" session, second one this week. I've been having to make this exact 5 hour phone call every week sometimes up to 4x per week.  I've never spent less than 3 hours on the phone or gone more than 4 days without having to contact customer "service."  Naturally, this is pretty ignorant sounding.  But, I paid $100 for a significantly small amount of data.  I prepaid to be exact. For a service to be rendered one must be able to receive the service paid for.  That's simply not the case.  I paid $100 for this data already and can't actually use it with any convenience. Unless of course, 5-20 per week on the phone with customer service is typical of any other company.  Other than Virgin Mobile, No.  It's in fact an extremely absurd amount time for ANY customer to spend on the phone with ANY customer service.  No exception.  I feel rather abused, used and ****** over by this so call "service".  I lost 6 clients. They all sued me in small claims for $3000 each for failing to maintain my end due to my weekly dose of hours on the phone with customer service and NOT doing the job I was employed to do. Nope. Instead, I spent my time with Verizon Customer Service and COURT! Yay!  So, I've lost my home, my car was repo'd, $18k loss, 6 customers... and not one time has Verizon spent one second and said to me "Verizon could be the problem"... NEVER has that been the case in all 1000 hours logged.  Interesting?  No.  Just abusive.  I resent having to call customer service at all any more. It's even causing my mental health to suffer after all this.  You know what is found every time?  I'm on a prepaid plan on a device customer service told me to purchase.  But wait... thats the second device.  Every week I'm told The OTHER device is the one that works with this plan... then a few days later, no that other device is the one that works with the plan, a few days later... The OTHER DEVICE IS THE ONE THAT WORKS.. FFS. See a pattern? I've been directed by Verizon to replace my device 3 times, at $100+ per device plus the $10 sim card, plus the 5 hours on the phone with them every few days.  I'd say there's an issue with customer service.  First, yes it IS possible there is an issue on YOUR end.  I'm pretty sure that having to buy a new device every time I call isn't really the best answer.  Second, for the extremely limited amount of data I can't afford to watch a video for fear of capping my data before the end of the 30 days because its 10gig of data.  Yeah, 2 whole movies worth!  Third, its possible to be wrong, yet Verizon has never, not one single time chose to check their end.  ALWAYS and ONLY my end. I don't find that surprising or ironic, I find it the most ignorant and worst customer service in existence only second to Virgin Mobile.  Virgin mobile did finally acknowledge the issue was in the broken tower nearby. It took them 6 months and yes... 100's of hours on the phone.  Verizon hasn't made any effort to accept responsibility for this issue.  I'm sure they are very sincere when they are consuming my 5 hours per phone call trouble shooting my device for the third time this week.  It's actually to the point where they have violated their terms of service and failed to look into an issue on their end.  The tower has been hit.  Hmmm... Ironic. Its quite a distance from here, but is a main tower that has caused an outage across my state. Verizon couldnt tell me that?  Is that admitting your wrong so hard to do that it's easier to spend 5 hours on the phone trouble shooting my device than 5 mins looking for outages?  Yeah, it could have saved my house and job, but I'm the customer... clueless idiot at the mercy of a company who is never wrong nor makes an effort to correct an issue on their end before stealing my hours from me.  At one point, I actually fell asleep in my 2nd hour on hold.  Customer service? Nope, a waste.  I could dig it if this issue was on my end, but I'm confident that spending up to 20 hours a week troubleshooting to no avail is a HUGE red flag that its not on my end after all.  Only cost me a house, a job, car and $18k plus court costs and fees.  Fair? Nope.  But it would be nice if just ONCE there was an initiative to provide actual support to a customer. I KNOW if this is my experience it is impossible to be an isolated incident with me alone.  If I'm tying up 5 hours on the phone, what is the next guy doing? waiting to trouble shoot his box for the next 5 hours over a downed tower. Pride is what that is. People too proud to be wrong at someone else's expense. Definitely an issue if I've paid $900 in 9 months and I spent more hours on the phone with customer service than I have online.  Pretty ******. Verizon, you ARE WRONG. Owning it would save the embarrassment of having to ***** about it on this site. I didnt' deserve my losses and it was at my expense and it is STILL at my expense that I'm having to contact that 888-294-6804 number. I've got it memorized like it was my best friends number - that's how often and how many times i've used it. Shame how simple it would be if Verizon wasn't so ******* proud and spent a few moments looking for issues on their end before stealing 5 hours from me doing the obvious over and over and over again... Small claims can be used to sue up to $3k. Looks like that's my only alternative, perhaps if I do that maybe checking for issues on their end will occur instead of pretending its impossible.  It feels like I went to mcd's and paid for a meal at the window that took 5 hours to get a bag of raw patties thrown at me from inside after sitting at the window for 5 hours and waiting. I'm wrong  of course. I'm am the customer.  How could I possibly be right? I've troubleshooted my device over 1000 times. Of course its on my end. Must be.... 1000 times isn't enough to find out there's a potential issue that isn't related to my specific device, no? Is it gonna take 1000 more hours on the phone before one of the representatives decide to look for an outage before the 5 hours of daily trouble shooting? Thats a huge red flag that just keeps getting ignored.  I can't think of any other companies besides these two internet providers that finds that acceptable.  Better Business Bureau didn't. I'll be filing that complaint with them next.  High time Verizon stepped off such a prideful pedestal and seek a remedy before a class action suit sinks them in the future from all other raging bitches not being provided with reasonable service.  It's not a rant, this has been a life shattering experience for me and a simple quick check for an issue on their end could have prevented it.  BAD BAD BAD Customer service policies to keep a customer on the phone for that length of time to repetitiously check the exact same thing repeatedly every few days.  Disgusted.  How dare that term "service" even be used if they can't provide "service" via support or otherwise.  I'm on the internet finally after 10 hours and the news reported the Verizon tower down. Not verizon... A police officer interviewed on a Detroit News station instead. God knows police have nothing better to do in Detroit than make news appearances for verizon. 

    Simple solution. Get a real internet service and not a cell phone internet connection service it was never meant to be used as the primary internet service
    And how do you lose a home and job and be sued as you claim. What over 10 Gb of data? Give me a break
    In my city small claims is $5000.00
    And over that amount you can go to a superior court to have your issue settled.
    http://www.bbb.org
    Good Luck, Elector

  • Internet Service drops for days and Useless Customer Service

    Does anyone know how to get through Verizon's shield of 'customer service' and actually get a problem resolved?  There's no means of direct access that I have found that can get past the technical support gate keepers to anyone with enough authority to think outside the script or actually look at a customers history and recognize something is wrong. 
    I have had DSL/High Speed Internet Enhanced service for 4 or 5 months now and have experienced probably 6 or 7 periods where I lose internet connectivity for about 2 to 5 days.  The first couple of times I was nieve and believed it was because I live in the boonies and there had been some (mildly) bad weather, which could have knocked out local service.  But it's been a reoccuring theme and I've discovered that the problem isn't infrastructure in the boonies, but the tie in to the internet at their central offices that is the problem.  And each time I've always had 'dsl' connecitivity, but the 'internet' LED on my modem would be off. 
    Each time I call I'm forced to go through the same routines over and over.  Here's a synopsis of how it goes (though the full routine eats up 30 minutes to an hour of time):
      * Please turn equipment on/off (never mind I've already done that, connected to the modem's management interface, looked at settings/status long before I even considered calling Verizon)
      * conveying the modem's model number (don't they have a record of this anywhere?)
      * waiting while they perform a line test
      * hearing 'there's no outage in your area, arguing that it isn't my equipment or on my end, hearing 'oh wait.... it turns out there is an outage in your area',
      * hearing 'i'll contact the mysterious outage team (that you shall never directly speak to)'  and call you back with a prognosis',
      * (optional step) Receive a call back that says 'they're working on it and it will be back online in a few days.
      * (optional step) Have it actually working in a couple of days.
    Then I'm good to go for another 2 or 3 weeks.
    On the previous round of outages I spoke to a 'supervisor', who actually called me back and let me know that he recognized this was a recurring problem and he had traced it to a router that had repeated failed.  He assured me that I would be switched to another router immediately so it would not occur again  (he actually 'promised' this won't be an issue going forward, not that I believed anything a verizon employee said to me at this point).  He also mentioned the router was going to be replaced too.  And he promised to pro-rate my bill to componsate me for all the days I didn't have service.
    Fast forward two or three weeks, and he's proven wrong.  Not only did I not get the discount in compensation for no service (not to mention rediculous amounts of time on the phone), the service was also down again.  This time they called the day after I filed my initial repair request and reported it should be working, but to call 1800 verizon if it isn't.  Since I wasn't home waiting on their call, they closed the ticket because of 'no customer response'  Of course it wasn't actually working, so i called and opened another ticket.  Now they claim it will be resolved tomorrow (about 6 days after I first called).
    Now I understand equipment fails, lines get cut, etc. and I don't expect 100% uptime.  But a nice, HONEST response explaining the situation and a recognition that a failure once or twice is fine, but 6 or 7 times is a chronic problem and should be escalated in priority would be great.  And please don't placate me by telling me you're 'very sorry for my inconvenience' and that you will 'get it resolved for me'.  I don't buy it at this point.  Verizon has lost all of my trust.  If there were a better alternative, I'd switch in a heart beat.

    So how do I get my issue escalated like everyone else?  Can any moderators hook me up? Or am I just out of luck?  
    Feel free to give me kudos so a moderator might notice this.  Thanks.

  • My experience in Toshibas product and customer services

    Just a warning to people who may be considering purchasing a Qosmio based on my own experiences and the research I have done in the last week.
    Toshibas customer service is simply not what it once was and there are 100s of reports of Qosmios of all generations suffering extreme issues just outside of warranty periods.
    Ref: Toshiba Qosmio X500-149, Support call reference ********
    I am writing to express my frustration, anger and disappointment in Toshibas product and customer services.
    I am a Freelance Community Manager, Video Game and hardware reviewer in the video games industry presently looking after 2 communities for 2 employers totalling over 2.5m users, I travel to a lot of trade shows, expos and community meet and greets where I require a laptop suitable of showing the employers products which are usually AAA video games or editing video on the fly for publication to social networking sites.
    In January of 2011 my 4 year old Alienware hit that point where it really needed replaced, I opted for a Toshiba Qosmio over the Asus G73 as there was a 300 price difference for near identical spec.
    I managed to source a X500-149 at PCWorld the companies flagship model here in the UK paying 1499 for it on January 26th 2011 reduced from 1799.
    For the 1st 13 month this laptop performed admirably aside a design issue of the fan guards that I raised on the 16th May 2011 with PCWorld where the heat expelled causes the rear guard plastics to become exceptionally brittle and crack. I evangelised the product to anyone who asked me what laptop and model it was that was running these AAA games in such great detail, something I certainly won't be doing in future.
    In early March 2012 it then began randomly locking up requiring a hard reboot this would then suffer issues restarting, reporting Operating system could not be found this would usually point to a fault on the primary HD, disk checking software however reported no errors but this continued to happen which would lead me to suspect the motherboard.
    Within a month of this problem starting the left laptop fan began making a horrible screeching noise and had a distinct wobble whenever high RPM's were required and the machine began to often go into thermal shut-down whilst performing my work duties and utilising graphics and higher than idle CPU.
    I decided on the 23rd April 2012 that enough was enough and I was going to speak to Toshiba as for this to happen to a flagship laptop that was only just out of warranty was simply unacceptable.
    23rd April called to report the issue and was basically told tough luck its out of warranty at this point I also updated my tel numbers with Toshiba as the info was outdated, after expressing my anger at this Toshiba agreed to offer me a extended warranty at a cost of 166.
    I was fuming to say the least Toshibas flagship laptop breaks at 14 month old and I am expected to stump up more money. If I was not desperate as the machine is critical to my work I would have returned the machine to PCWorld under the sales of goods act and it not being fit for purpose.
    As that course of action would likely lead to legal proceedings, engineer reports and even more delay than just dealing with Toshiba for a repair, against my better judgement I called back at 11am on 24th April paid the 166 and took Toshiba up on the warranty extension, order number ********** again having to provide correct tel numbers as where once again incorrect, immediately after I reported the faults.
    Toshiba Support centre on fault reporting where great noting each issue in detail and raised a collection with UPS for the following day.
    The evening of the 24th April whilst I was retrieving data from the laptop in preparation for factory resetting it the machine went into thermal shut-down with a very distinct smell of burning chemical/plastic coming from the rear vents.
    It took me over 90 minutes to get the machine cool enough to actually reboot and get my data after this I shut it back down and boxed it up not be used again.
    I thought the best course of action would be to report this as it was a fair step up from the previous overheating. Wednesday 25th April at around 9am I called Toshiba to report this and was advised this would have to be dealt with by a head office case manager, as the item had become hazardous thus the collection that would take the laptop to the service centre was cancelled.
    At this stage the advisor took my contact numbers again and escalated the case to head office advising at that time that I would be called by HO within 24 hrs.
    Thursday 26th April 15:31 Well past the 24 hr mark and no sign of a call so I called support again and spoke to a advisor called Jacob. Jacob advise that HO had indeed tried calling on 01670 ******* this number was my old number, this number was the number I had advised twice already was incorrect and had provided both a correct land-line and mobile number 3 times previously. To say I was annoyed was a understatement.
    Jacob attempted to contact Chloe Sontag who was looking after my case but the line just rang out so Jacob advised that he had sent an email asking for Chloe to contact myself.
    Friday came and still no contact by 15:00 so I called support who once again tried to patch me to Chloe who's number once again just rang out and again an email was sent asking to call me.
    No call by 17:30 so I called tech support again and spoke to Ian asking for head offices number so I could call them direct, Ian provided the number yet advised that HO are now closed.
    After expressing my frustration with this whole process and just how critical this machine is to my daily working life Ian promised to look into the case on Monday AM and try and expedite actually getting a phone call to at least start the process of having this laptop repaired.
    To say I'm annoyed is really a understatement not only has this failure to receive a simple phone call at least delayed the repair by almost a week but it is costing me more and money daily when I spent a large amount on what I imagined would be a great laptop for 3-4 years and believed Toshiba actually had good customer service in the event something did happen.
    My best guess is that Chloe is on holiday or is part time or such like as her phone just rings out and if that is the case then I would question why assign a case to her, if she isn't then I would want to know why after 2 additional mails advising that the customer is not happy and to contact them has there been no contact or are your case workers just so overworked with faulty products that they can't manage the workload ??
    So far Toshibas inability to produce a product that last as long as you expect it would has cost me 2 days off work that I am having to make up this weekend thus cancelling prior commitments, 166 extended warranty 600 for a HP laptop that I had to go and purchase yesterday 27th April 2012 to actually perform my work on and who knows how much in phone calls by the time this matter will finally be resolved.
    I was happy with Toshiba as a manufacturer and of course laptops can have issues however having now researched these issues far to many Qosmio X500 users report severe overheating just after the 12 month period or within it and many state that repair after repair has taken place but still to no avail, this on top of the cracking of the rear heat-sink guards has to be a design fault.
    This letter will not arrive with you before I have hopefully had a phone call and my laptop has at least been collected for repair, If I have not had that phone call then I would expect another letter very shortly.
    Why have I wrote this letter ? To express my disappointment with just how poor the durability of your flagship laptop is and also at just how poor your customer service are, 1500 is a lot of money in the PC purchasing scheme of things and to expect this quality of hardware and customer service is simply unacceptable.
    I expect the repair to be expedited and if like some of the horror storys I have read online parts required will take 4 weeks + then I would expect a replacement laptop, not everyone uses these things for entertainment and whilst the HP I had to rush out and buy with money I didn't really have available can allow me to perform my core duties to the minimum it cannot allow me to perform my duties to my standards, my employers standards or my expectant communities standards.
    This has been a really unfortunate series of events as I had been considering the X870 Ivy Bridge based on the Nvidia 670m Qosmio which would release soon and passing this X500 onto my partner but after these events and the fact that the HP laptop had to come out of the money saved for it then I can categorically state that will not be the case and I will instead opt for the Asus G55 or G75.
    If this issue cannot be resolved to a satisfactory manner then I will have no option but to seek an independent engineers report as well as printing the myriad of similar reports of these issues on the internet and return the item to PCWorld.
    In line with the sale of goods act 1979 a large electrical item has to be of satisfactory quality and fit for purpose for a period of 6 years whilst I wouldn't expect the full 6 years from a laptop I would expect at least 3-4 year especially considering that this is a near 2000 flagship model not a 200 budget model.
    This is a action I really do not want to take as it will likely end in small claims court against PCWorld a company that on this occasion has done nothing wrong, I do not believe in punishing those who are not at fault so its a action I really wouldn't be happy with and I'm sure PCWorld one of if not the largest vendor of Toshiba products when you incorporate the rest of the DSG group wouldn't be too pleased with it either.
    Frustratingly

    So I received my laptop back today after having fans replaced and a good clean as well as the top cover replaced.
    Opened the box and took the laptop out 1st thing I noticed was a screw rattling around inside, SIGH!!!!
    Plugged the laptop in and attempted to boot it at this point it just cycle through finalisation of windows install and shutdown.
    How could a laptop have been tested if it didn't even have windows installed ?
    An hour later and I gave up unplugged it and lo and behold it actually booted when on battery only.
    I then noticed that the SSD was full, oh wait no it wasn't the head office engineer in his infinite wisdom decided that partitioning a 64GB SSD to 2 drives barely even leaving enough for Windows on the C: and wait for it putting the HDD recovery on the second partition was a good course of action.
    So a completely borked install and a screw floating around inside remind me how this particular engineer has a job ??
    I spent the next 15 minutes just moving data around and creating and deleting partiitions to fix this mess up.
    Grabbed HWMonitor to check temps and at an idle 50c on CPU and 36c on GPU they didn't look too bad,
    Installed the Toshiba recommended Nvidia driver a driver I hasten to add that was released in 2010 as Toshiba have not updated the drivers for their flagship series laptop since then, They are happy to take your 1643 that the unit cost but then don't expect support for it.
    Anyway that aside I then installed 1 of the games I work on and began to run the machine through our benchmark software wooooosh the temps shot up to 90c+ on both CPU and GPU and remained at this temp for the duration of the benchmark never quite triggering thermal shutdown, I then loaded into a warzone for further testing and sure enough half way through it the machine shut down due to thermal shutdown.
    I then uninstalled the toshiba driver and tried a NVidia one sure enough as others have advised actual Nvidia drivers seem worse and thermal shutdown came so much earlier.
    I have been to PCWorld today to begin proceedings of returning outside of warranty due to not being fit for purpose or of suitable quality. This is costing me a further 60 and at least 2 weeks more without a proper machine and will likely result in me getting about 1300 back from PCWorld.
    So lets do the math on just what this will have cost me by the time its finished.
    1634 Original purchase
    166 Extended Warranty
    600 Backup Laptop whilst this was away for a month
    60 outside of warranty assessment
    50 phone calls
    I will probably receive 1300 back but then 1300 doenst buy me the spec I need for work so I will have to pull out another 300-400 for the required spec so lets add that to the original figures.
    A Toshiba Qosmio, Toshibas flagship laptop will have cost me in total 2910 almost double its actual retail price.
    I will NEVER buy a Toshiba product again and it will become my lifes mission to let everyone know just how terrible they are.

  • Tennis Channel and Customer Service

    My saga continues.  Let me first start out by saying that I divorced DIRECTV to come to Verizon.  So far with the exception of your customer service,  the marriage has been great.  I was watching the Tennis Channel last on Sunday; the Mutua Madrid Open was scheduled to start on Monday.  Imagine, my outrage, when I saw “you are not subscripted to the Tennis Channel” popup on my TV screen.  This took me back to 2011 when Verizon and the Tennis Channel were battling and I could only see the U.S. Open on CBS and ESPN. 
    When I phone Verizon on Monday, I was informed there was a program outage and that my service would be restored on Monday night.  That did not happen.  Same song and dance on Tuesday.  On my third day of calling I was finally informed that my current package was outdated no longer carried the Tennis Channel, but if I switched to another plan, for an additional fee, I could get the Tennis Channel.  Reluctantly, I did.  I was assured by Samaritan, that the Tennis Channel would be available in 5 minutes.  It wasn't’t and still isn't’t.  Today, when I spoke to Mike, he informed that the programming change was scheduled to take place on 5/8/13.  At this writing and when I spoke to Mike it was 5/8/13.  Once informed Mike that it indeed now 5/8/13.  He then informed me that Central Time on 5/8/13, that programming was set up for.  Samantha also informed me that my programming was outdated and was no longer offered.  I asked about the 99.00 plan that was being offered on your website for new customers, but she said that I did not qualify for the plan.  What am  I chopped liver?  If I am on a plan that does not exist, why can’t I get the special that is being offered to new customer.  I did not have an agreement in place?
    Verizon, I am irate with all the runaround, and all the “is there something I can help you with” when I have not received any help in the first place.  I am at a loss as to why does the recording ask you for your account information, when the representative finally gets on the phone, they start over and ask for the very same account information, then when, they pass you to another department, I again have to provide my account information.  Yes, my frustration is mounting.
    The bottom line is your customer service stinks; you don’t deliver when you say you are.  And if I was not still angry with DIRECTV, I would go back to them.  My search continues for a cable company that offers actual customer service.  When I find a new cable company that has the Tennis Channel and appears to be somewhat reliable, beware Verizon!
    Sad Customer
    Meta Fitzgerald

    Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".
    There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

  • Poor follow up from Customer Service

    Customer Service has very poor follow up.  Multiple times I have called with phone not properly working and the initial person was not able to help. After an hour of being on the phone with him he said he would have to have someone else call me back.  About 6  months later I called back and this time I waited until they could get me to the right person, but it took another hour plus, however, this time they helped. 
    The thing that brings me to this comment however is the fact that I called last month when I noticed my usage was going over and tried to get them to up my usage plan.  The customer service lady said that because the billing cycle was closed they could not.  I know they have done this before and why I went over my minutes when within the prior year I did not even come close baffled me.  We discussed the issue with no resolution and finally I just hung up on her.  She called right back and said that she emailed her supervisory and that her supervisor will be getting back with me.  Yep, you guessed it, no follow up from supervisor.  Bill went through, I paid a ridiculous amount for overage and have become a very dissatisfied Verizon customer.  Trapped now that I have new phone, but in 2 years I will be gone from Verizon after being with them for over 10+ years.  Guess sometimes the little guys get lost.  Good luck all!

    The message you sent requires that you verify that you
    are a real live human being and not a spam source.
    To complete this verification, simply reply to this message and leave
    the subject line intact or click the link below:
    http://www.utahhomecare.com/cgi-sys/bxd.cgi?a=[email protected]&id=zMWNEPr6ZygeAloum6N3i-1345062048//www.utahhomecare.com/cgi-sys/bxd.cgi?a=[email protected]&id=zMWNEPr6ZygeAloum6N3i-1345062048
    The headers of the message sent from your address are shown below:
    From [email protected] Wed Aug 15 15:20:48 2012
    Received: from mail.sgaur.hosted.jivesoftware.com (209.46.39.252:3527 helo=mx-out5.sgvm2hosted.jiveland.com)
         by alexandria89.etcserver.com with esmtps (TLSv1:AES256-SHA:256)
         (Exim 4.77)
         (envelope-from <[email protected]>)
         id 1T1k4v-0003Ez-3r
         for [email protected]; Wed, 15 Aug 2012 15:20:48 -0500
    Received: from verizonwireless-wa03.sgvm2hosted.jiveland.com (unknown 10.122.0.4)
         by mx-out5.sgvm2hosted.jiveland.com (Postfix) with ESMTP id 70448D01D8
         for <[email protected]>; Wed, 15 Aug 2012 14:20:32 -0600 (MDT)
    Date: Wed, 15 Aug 2012 14:20:31 -0600

  • How can I get anyone in Customer Services to respo...

    Copy of letter to Customer Services sent in July 2012 and again via email a month later:
    Dear Mr Spencer
    Your ref: *************
    Further to your letter regarding my complaint about the Broadband package taken out from my mother’s address, I am writing to respond as follows:
    The original conversation with a member of BT staff about the set up of a Broadband package at my mother’s property  took place in August 2011 – sometime around 17.08.11.
    It was during this exchange that the discussion took place about transferring the said Broadband package from my mother’s phone line to my flat (address above) when I returned to that address in March 2012.
    Because I knew at that time that we would only require the Broadband services at my mother's address during my residence there, I made it clear that I would require the service to be transferred when I returned to my own home address.
    My mother is 84 years old – does not know how to use the internet and since I moved out of her home in March, has not had a PC/laptop or any Internet-receiving equipment in her home.  We unplugged the Home Hub on the day I left and it has remained in the box ever since.  She does not require the internet now, and never will. 
    My mother and I have both been long-standing customers of BT with unblemished credit records with your company.  I am most disappointed that this situation has now escalated and as you can imagine, my mother is most distressed.
    I cannot accept the results of your findings based on the recordings of only one telephone conversation with your organisation about the original set up of the Broadband account.
    It is the unavoidable fact that I have had many telephone conversations across the last 10 months about both my account  and my mother’s.  Some of the calls with your Customer Services staff will not have been of the standard I would have thought your organisation will expect.

    Hi JulieG,
    Welcome to the forum.  I am sorry to read of the problems you and your mom have had with BT.  I would like the chance to sort this out for you.  I will need account details so that I can look into this properly.
    Please follow John46's advise and drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include the BT account details in question and the link to this thread.  Once I have these details I will investigate and am sure I can help.
    Cheers
    Sean
    BTCare Community Manager
    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 :-)

  • Verizon Reception and Customer Service On Extreme Decline

    My husband has been a loyal Verizon customer for almost a decade and I was on Tmobile several years back.  He told me that Verizon was great and it was true...3 years ago, and so I decided to cancel my Tmobile service and join Verizon....even though it was much more expensive.  Verizon use to be known as the more expensive, but much better quality and reception carrier...(e.g. "Can you hear me now?" commercials, which funny, have now dropped off the face of the earth).   So we both had been on Verizon and been paying an arm and a leg and of course, we buy their phones, which come with these limited warranties and essentially stop working before the contract term is up, you end up renewing your contract.  We had no problem with doing this and I was able to get an IPhone 4S before the IPhone 5 came out.  That was middle of last year, and we had noticed the service was starting to go bad, but the people at the Corporate Verizon Store told me they were working on it and it would get better.  So I signed on the dotted line...and little did I know because I got another phone, the people at the store decided to add some "third phantom line" I didn't even know about so my bill jumped!  So we have two phones and are paying for three!  My bill runs for two phones with limited data and minutes to around $170.00-$190.00...which is fine if the service was worth anything.  But the service has just been going down the drain!  My calls get dropped, they go in and out, my emails don't load, the internet doesn't work half the time and my husband pretty much completely can't use his phone - he can't ever get any emails and never has reception.  I have to leave him voicemails or text him to call me because his phone always just goes straight to v/m.   So, we were pretty much fed up - we wanted to stick it out because my husband had been such a long time customer and we were hoping things with get better, but they didnt.  My husband was always telling me how great customer service was, and if you call them they will take care of you...but I don't know how they could make the service better. 
    But anyways, we call trying to see what the termination fee was and wow...$300+ for each line including a line no one told me they added on?  Seems like fraud.  So I googled it and apparently this was a big issues with Verizon doubling cancellation fees - how can they get away with this?  They said it goes down $10 for every month up until the day the contract terminates and even if you cancel a day before it would be over $100...So we were looking at $900+ to terminate!  Okay, fine, so seems like we are stuck apparently.  Funny, because when I went in 2012 to get a new phone, I explicitly asked if there was anything different (my friends who HAD verizon told me to be careful because Verizon is getting worse and worse and really sneaky) and they guy failed to mention that they doubled the cancellation fee...misrepresentation?  So we said fine, if we are stuck with awful service for a few more years, well we don't want to pay a premium for bad service (in fact, we were thinking to just get another phone with someone else in the mean time because we both need the phones and data packages for our work in Corporate America)...and we were paying $168 and the lady told us she can drop us down to $175...um...wait you are trying to upsell me?  I know how much I pay each month.  Unreal.  And the lady at customer service was literally arguing with us.  It was unreal!  What happened Verizon??  I was really taken aback and we kept asking to talk to a supervisor because she was so unprofessional and rude and clearly trying to rip us off and she kept refusing for 30 minutes...Its been almost 2 hours on the phone with them and they said okay, we'll try to give you a tiny bit of credit and oh yeah, it takes 5 minutes to load one page on the internet and your calls get dropped and your email doesnt work?  Too bad, wait out your contract....I will be sure to tell all my friends and family members just how awful Verizon has become because I am just beyond disappointed.

    1. Verizon doesn't make any phones, the warranty comes from the manufacture. It is a one year limited waranty, same as ANY electronic device (hard drive, monitor, usb etc etc)
    you bought a subsizied phone, you didnt pay full price that is why there is an ETF..it is not some trick or scam, it is common sense. (removed)
    2. verizon ad campaigns change, watch the superbowl last year there was a can you hear me now commercial.
    3. verizon invests more into its network than all the other carriers combined every year. Not every area will get the same service, some carriers are stronger than others.. what city do you live in?
    4. you pay for service, you get service. there is no loyalty here.
    5. where do you calls drop? have you tried marking them and putting in a ticket?
    6. where does your data drop, email not loading? are you indoors when this happens?
    7. Where is your husband when you call him and and it goes to VM, does he turn his phone off when he is at work?
    Comment edited as required by the Terms of Service.
    Message was edited by: Admin Moderator

  • Verizon Customer Service - Impersonal, scripted, unhelpful.

    This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
    I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
    By the way, my repeated request for escalation to upper management was ignored.
    In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
    Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
    I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
    My original message Sent: Sun Feb 12 03:41:19 MST 2012:
    Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
    I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
    PLEASE RESPOND BY EMAIL because of lack of coverage.
    VZW Response On 02/14/12 12:28 - 2 days later:
    (Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
    Good afternoon David,
    My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
    and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
    I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
    in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
    You also have the following options to process your order:
    1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
    www.verizonwireless.com/storelocator
    2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
    3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
    Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
    beginning of 2011. You will not be eligible for these programs after you upgrade.
    I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
    If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
    David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
    Wireless family since 2008.
    Have a great day!
    Sincerely,
    Ariel
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Tue Feb 14 13:48:18 MST 2012:
    Ariel,
    I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
    Very frustrated,
    David Ford
    VZW Response On 02/16/12 16:19 - 2 days later:
    (Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
    Hello David ,
    My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
    I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
    In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
    Respectfully,
    Clyde
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Thu Feb 16 19:09:01 MST 2012 :
    Clyde,
    I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
    I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
    Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
    David
    VZW Response 02/20/12 09:25 - 4 days later:
    (Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
    Hello David,
    My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
    We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
    The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
    This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
    For additional information regarding Verizon Wireless Network Extender visit the following website:
    Network Extender
    Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
    Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
    Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
    Sincerely,
    Larry
    Verizon Wireless
    Internet Response Team
    My Response 02/20/12 15:03:
    Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
    VZW Response 02/21/12 14:26 - 1 day later:
    (Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
    Dear Verizon Wireless Customer,
    Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
    Just click on the link below to take a quick 3-question survey.
    It is part of our commitment to making your wireless experience the best that it can be.
    Sincerely,
    Verizon Wireless
    >Edited internal VZW phone numbers and extensions<
    Message was edited by: Verizon Administrator

    David, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
    Send the FCC a complaint. You will get a response. I did after 5 months of getting the **. Please pass this along to everyone, that the FCC responds. They will log the complaint with Verizon and then you can followup with a confirmation number. It took approx. 30 days to receive a letter from Verizon. A few weeks later my issue was resolved.
    I think it's time to gather enough willing customers to file a class action lawsuit. It is unfortunate that corporations won't take responsibility with customer complaints/issues unless they are threatened with a lawsuit. We need to hold businesses and their employees accountable.  WWW.esupport.fcc.gov/ccmsforms  888-225-5322  email [email protected]

  • Verizon customer service Has to be the worst yet!!!

    Here we go again, below is an email I sent you back in March of 2012 about the extremely poor customer service that Verizon seems to consistently offers its customers.  the email was sent to William {edited for privacy}.
    On Saturday morning I woke up to find my internet and cable service was out.  I called for service and the woman I spoke with again had a difficult time finding my account.  after she was able to locate my account, she did attempt to help me get my service up and running. we were unable to do so.  so she indicated that she would put in a service call for a repair man to come to my home.  She told me the waiting window was from 8:00 am to 9:30 pm.  This in itself is a ridicules time window 13 hours.  I explained I had some volunteer work to do that day and I would not be home until after 4:30 and she told me that she would mark the ticket to indicate that.  While I was doing the volunteer work, I had received a telephone message from “peter” telling me he was going to be at my house at 2:00pm.  I received this message and called the service number to remind them that I would not be home at that time. Again it too 10 minutes to find my account, and the person I was speaking to told me he would check with dispatch and call me back.. I had finished my work earlier than expected and headed home.  I then received a phone call back telling me that the repair man would be at my house at 3:30.
    At 4:00 I called service again because I have not seen the repair man.  I talked to a man named Kyle, who with my name, address, telephone number (a Verizon cell phone) and service ticket number too 15 minutes to find my account. After he found my account, he told me that the service man is scheduled between 4:30 and 9:30 to come to my house.  I asked him to talk to someone to narrow down the time a little bit as I was told it would be 3:30 and that 5 hour window was ludicrous.  he told me he could not.  I asked to speak to his boss.
    Dennis was the boss’ name, he told me he was going to call dispatch and “get to the bottom” of this.  He called me back, only to tell me that there would be no repair man coming to my house because it was not scheduled and they do not have anyone available to send.  I told him that my call was given to a tech as I was told two specific times that he was going to be there.  He said that the dispatcher did not log my call correctly and that there was nothing that could be done, I would have to way until the next day for repair service.  Imagine that, I called at 5:46 am for service and I cannot receive service for more than 24 hours.
    So once again like back in March of 2012 I had to waste hours of my time, and on Saturday and Sunday 1 hour and 45 minutes of my air time on my Verizon cell phone to attempt to obtain something the even resembles good customer service.
    Today I went online to the “chat” service and talked to someone in India, Dyvia, I explained I wanted to file a complaint, she told me that she to transfer me to “billing”. Robert in billing told me he could not help me as he had to transfer me to technical Support.  Jagannath told me he could not help and that I could go to
    https://www22.verizon.com/Content/ContactUs/EmailUs/emailus.htm to file a complaint.  That site does not have dropdowns for complaints.  while he was looking for some alternative I called back to the technical service number to try to obtain the corporate headquarters number.  again they could not find my account and I said you do not need my account to give me a phone number.  they reluctantly gave me the number.  I called {edited for privacy} ended up speaking with Ms. DelGado,  who listened to my complaint, and told me that she would  have someone call me tomorrow. 
    tonight at 8:53pm I received a phone call, by the time I got to the phone it had gone to voice mail.  it was someone named “Celeste” I think, she was not very clear and spoke too fast for voice mail. she told me that she would update my account so that service technicians would be able to find my account if I ever call.  While this may be all well and good, this is the same thing you did for me in 2012 and I am still having this problem. 
    This “fix” does not go far enough, I feel that Verizon owes me for my wasted time and my cell phone minutes and I want to know what Verizon is going to do about it.  I spend a lot of money on my Verizon services, and I want and expect to receive good customer service.  I do not think it is too much to ask for that a company can at least fine my account, but they MUST be able to provide prompt service calls.
    When you have had a chance to research this please contact me by email and let me know how Verizon is going to handle this.  Xfinity is looking better and better
    Thank you
    PRIOR EMAIL FROM MARCH 2012
    William
    Thank you for taking the time to talk to my this morning. I wanted to let you know that my situation has still not been resolved.
    After Spending 35 minutes one night and was promised my box would be shipped to my office and be delivered on Tuesday, it was not
    The second time I called spending 55 minutes on the phone, Kelvin assured me that UPS would deliver the box to my office on Wednesday, he assured me! Well here it is 7:15 pm on Wednesday and I still do not have the replacement box.  Totally wasted an hour and a half on the phone.
    As I told you earlier today, I am totally shocked at the lack of service I have been receiving, and this just goes to prove the point. today when I called and asked to speak to a supervisor it took 20 minutes to get to you, because they can NEVER find my account, my phone # which is a Verizon cell phone, the only phone I have cannot,. for some reason be linked to my account. (I called one night and they could not find my account even though I was giving them my account # from online. some people complain they are only a number to big companies, seems I am not even a number to this company.)
    You told me today that you would personally handle any issues I have with Verizon, so I am asking you now to fix this problem, and have my new box delivered. I have to tell you I am really considering moving my accounts to Comcast.  I spend a lot of money on my FIOS PHONE and Internet services with your company, and I feel that it is not appreciated by Verizon.
    I am looking forward to your assisting me, and hopefully saving me as a customer.

    Hi buonopaul,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

  • Do you value customer service in a cell phone company?

    I am a military member currently living in Arlington, VA.  On August 10, 2013, I visited the Verizon Wireless at Fashion Centre store at the Pentagon City Mall (1100 S Hayes St., Ste 3032, Arlington, VA 22202).  I visited the store because my cell phone, Droid RAZR, was displaying a blank screen when powered on, rendering it impossible for me to utilize the phone.  The phone was a refurbished model because the original purchased in September of 2012 failed in December 2012.  The refurbished phone had issues from the get-go, but with my military travel and irregular work hours, getting to the store during a time when it was both open and my phone was acting up, was extremely challenging.
    Upon entering the store (Verizon Wireless at Fashion Centre) on the afternoon of August 10, 2013, I was greeted by the manager, Ms. L.  After explaining my situation with the phone to Ms. L, she indicated that there was nothing she could do because she believed that the damage was my fault.  I reminded her that it was a refurbished phone, meaning it was not new and had been repaired previously.  After arguing with me in an inappropriately loud tone and repeatedly calling me a “liar” for stating that my phone had been acting up for a significant amount of time, Ms. L stated that she would upgrade me a year early to a new phone, but that I couldn’t have an Apple model phone.  She indicated that new phones would be coming out the following week and that I might want to wait to make my choice until I saw them.  Ms. L  provided me with her personal cell phone number in case I had questions.  I thanked her immensely for agreeing to assist me and agreed to return to the store early in the next week to make my selection.
    I called Ms. L on Monday August 12, 2013 to inquire about whether or not the new phones had come in yet.  She stated that they had not.  Wednesday August 14, 2013, I visited the store to make my selection because my phone had stopped working entirely and I could not wait any longer.  When I arrived at the store, Ms. L refused to come out from the back room.  Her employees stated that she was out at lunch.  I worked with one employee, Paula, to find a phone that would work for me, though I was extremely disappointed that I was not allowed to get the iPhone.  We finally settled on the Galaxy SIII. 
    When I went to purchase my new phone, Paula set me up with another employee, Dionne, for check out.  Dionne lacked any sort of professionalism.  She had multiple facial piercings and was dressed in a totally inappropriate manner for her job.  During our interaction, she got up and wandered around to talk to other people on several occasions without saying a word to me.  I asked her to move all of my pictures and contacts from my old phone to my new phone because I was unclear how to do that myself.  She told me that she had done so.  I also asked her to remove everything from my old phone at the end of the process so as to make sure all of my personal information was cleared off.  To this day, I am not confident Dionne even heard half of what I had asked her to do because she was getting up so frequently.  After making an approximately $150 purchase (phone, case, and charger), I thanked Dionne and Ms. L, who had finally emerged from the back room, and departed the store.
    When I arrived home that evening, I found that I was missing approximately half of my contacts and over 150 of my pictures.  Dionne had neglected to transfer everything the right away.  I called Ms. L on the personnel number she had provided me and explained that I was distraught over the loss of my pictures and asked her how that could have happened.  (I lost numerous pictures from my military deployments, travel, and of my friends that I will never be able to get back).  I also lost numerous contact numbers that I will never be able to get back.  Ms. L apologized on behalf of her employee, Dionne, and stated that my pictures must not have been backed up to the SD card when the transfer occurred.  I asked her why Dionne had not checked on that because not all clients are technically savvy enough to know how to do that.  Ms. L again apologized for Dionne’s neglect and incompetence, stating that she planned to “write her up.”  Ms. L asked me to call her back the following day so that she could see if anything could be done about retrieving my pictures. 
    On Thursday August 15, I called Ms. L back as she had requested around approximately 5:00PM.  Instead of answering the phone herself, she immediately placed Dionne on the phone.  Dionne began rambling about how it was not her fault that my pictures were missing and that I should have known how to use my phone well enough to understand how an SD card worked.  When I attempted to interject, she said “Hold on,” set the phone down, and placed me on hold for approximately 3 minutes.  Ms. L then picked up the phone and began shouting at me.  She stated, “What more do you want from me?...I already got you a new phone, which I should not have done…You are ungrateful…”  I stated that I was not seeking anything further, other than I could not understand how Ms. L would let an employee act so inappropriately (particularly in reference to Dionne and how she had gotten up multiple times while I was trying to purchase my phone).  I told her that I held Dionne totally responsible for the loss of my pictures and contacts because she did not take the time to ensure my pictures and contacts were backed up and she left the desk to talk to other people frequently during my purchase.  Ms. L then stated, “Well, when other customers enter the store, we have to greet them.”  I stated that I understood that, but that I was making a significant purchase and believe that I warranted attention as well.  To that, Ms. L stated, “Well it’s not like you were buying a $600 phone outright, so that didn’t exactly make you my best customer.”  When I attempted to respond to her, Ms. L stated, “You were rude and I put up with your **** the first time you were in the store with your old phone, but I’m not going to put up with you now.  I hope sincerely that your phone works, so that I never have to see you again.”  I told her I hoped my phone worked as well and said goodbye.
    Immediately after my final interaction with Ms. L on August 15, 2013, I called the Verizon customer service line where I spoke with Anthony.  Anthony and I talked at length about my experience and the sheer unprofessionalism displayed by the employees of the store (demeanor, language, and appearance).  He helped me to file an official report against the store.  I spent approximately an hour on the phone with Anthony.  At the end of our conversation, Anthony and I set up a 3:30 PM (EST) follow-up phone call for Monday August 19, 2013 to follow-up on the situation.  It is now Thursday August 22, 2013, and I have yet to receive a follow-up call from Anthony or anyone at Verizon.
    I am disgusted by the all-around unprofessionalism, inappropriate language and tone displayed by the employees of the Verizon Wireless at Fashion Centre store, and the lack of care displayed for the customer by Verizon on the whole.  My family and I have been customers of Verizon for years.  As a military member, I have been taught that ethics, professionalism and respect are of the utmost value.  Not only were none of those values displayed in a positive way during my recent interactions with Verizon, but I am now literally afraid to enter the Verizon Wireless at Fashion Centre store for fear of another negative encounter with Ms. L (the manager) or Dionne.  I am truly disturbed that even after making a report like this to Verizon, I have received no follow-up as was promised.  I have been treated poorly, demeaned, degraded, and made to feel valueless to a company that my family and I have loyally supported for many years.  To add insult to injury, I didn’t even get the phone I actually wanted!  At this point, I can say with certainty that I will be shopping around for another cell phone provider in the future and recommending to my family members and friends that they do the same.
    << Post edited to remove full name, profanity, and to comply with Verizon Wireless Terms of Service >>
    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • Verizon Customer Service and Samsung Galaxy S III

    A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
    The exact store is:
    224 North Weber Road,
    Bolingbrook, IL 60440
    (630) 226-4660
    When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back.  However, he assured me that I would LOVE my new phone.
    I had just come off using a Blackberry for 4 years with no problems AT ALL!  I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone.  Well, I went for the best…… or so I thought.
    As soon as I got my new phone in the car, I started using the speaker phone hands free.  The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying.  I used the speakerphone on my Blackberry without issue.  I did not think much of it because I was so happy to have my new phone.  I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly.  Then my phone started to drop calls.  Again, I thought it may have been the area, but it started happening a lot.  So now I was really beginning to wonder.  Having though I was still under the 30 DAY warranty, I gave it a few more days.  I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app.  I had to once again take out the battery and have the unit restart.  Well, I could not take it anymore.  With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me.  I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that.  She put me in line on her IPad just like everyone else for someone to assist me.  I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you.  I, not knowing very much about the technology said ok and walked out of the store.  Well it kept on getting worse.  I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone.   They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said.  So, obviously, she has no managerial skills at all.   She stated that they would have to totally reset my phone to see if some apps where conflicting etc.  Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc.  I just downloaded a calendar and Xfinity because that is what I have my e-mail on.  I don’t’ think that was the issue, but you could not tell Katie anything. 
    I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone.  She would not have it.  She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!.   OMGsh 14 days????  I was told 30!  Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having.  At that time, I was still under the 14 day policy!  I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me.  Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage”  I cleaned it up a little, but still got my point across.  I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon.  I don’t think that she believed me, but here I am taking my time for this stuff.  Time I don’t have much of, but I feel very strongly about this situation.  I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier.  THAT is unacceptable by any standards!!! 
    Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone.  I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone.  I will not put any time into this phone for them to tell me they need to reset the whole darn thing again!  I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
    My husband wants an IPhone 5.  We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone.  I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
    I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone.  I don’t know if it will, but with social media as it is, I hope it DOES!
    Thanks for nothing Verizon!!!
    Sincerely
    Donna {edited for privacy}

    These forums are dedicated to Residential products and services offered by Verizon.
    For help on Verizon Wireless issues, please post your topic on the
    Verizon Wireless community.

  • Moving Home / Lack of Customer Service / Cancellat...

    I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
    I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
    In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
    On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
    On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
    At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
    Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
    I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
    After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
    I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
    Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
    Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
    How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
    Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
    - That BT have carried out the service with reasonable care and skill
    - That BT have carried out the work in reasonable time
    - That BT ensure the work will be carried out at a reasonable cost
    I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
    I have sent a personal letter to Ian Livingston - CEO of BT  -  can't wait for the comical reply to that!!
    Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Maybe you are looking for

  • ITunes 9 will not download podcasts

    Tried to get my latest podcasts, but the download progress bar remains at 0 and I get no data transfer. I thought it might be a bug in version 9 so I downgraded to 8 but podcasts won't download on that version either. I tried again on my windows mach

  • Font size Elements 12 way too small - how to enlarge the font?

    Windows 8.1 and Elements 12.  The font in Elements is so small I can hardly see it, much less use it.   I've tried everything I can think of and I cannot get the font any larger.  Any ideas???   This is crazy!

  • How did a single mystery message get sent from my iphone3?

    Help me solve this mystery! Last night a single yahoo message (which is my mail on my iphone) was sent out. 1) It had just a two word subject line "Hi Justin" and nothing was written in the body. 2) On the bottom was my signature "Sent from my iphone

  • Iphone4s wont connect to my windows computer over usb cable

    i have an iphone 4s with the latest ios 7.1.2 and have tried to connect it to my computer (which uses windows 7) using the usb port. However, when i plug in the phone the computer doesn't seem to recognise it. The phone buzzes as it still charges, i

  • MSI fx5200 T128

    i bought this card but when i install the driver the system sometimes crushes out.  And an error message appers "system recovered from a serious problem".  what can i do?is there a general problem with this cards between the drivers which comes toget