Customer Service/Shipping Woes

Just got off the phone with Best Buy customer service (had to call 3 times, total time on phone was well over an hour).
I ordered an item which shipped on 10/16/2014 via UPS. Expected delivery date was 10/24/2014. On 10/27/2014, I contacted UPS to see what was up. They told me that Best Buy shipped it via a service called "Sure Post", which means that at some point UPS handed the package over to the US Postal Service. I was given a USPS new tracking number, which I checked at USPS -- which said that my package was delivered in Houston, Texas. The problem is that I am in California! So after explaining this to the customer service rep (who put me on hold and forgot about me), I was finally told that a replacement item would be expressed shipped to me a no charge. After this 45+ minute phone call I hung up.
A minute later, I got an alert from my credit card company that a $19.99 charge was just made to my card from Best Buy! Upon checking it appears that Best Buy an immediate charge on my account to pay for the shipping (not what the customer service rep promised). So I immedately get back on the phone to try to get this straightened out -- I explain the situation to the next customer service rep, and she tries to transfer me back to the original rep who placed the replacement order -- call went on hold (about 10 minutes), then the line dropped. Frustrated, I call again and speak with a different rep, who transferred me to the shipping(?) department. I was told that the original rep had made a mistake and they couldn't remove the $19.99 shipping charge. I was told that a $19.99 credit would be put on the original order to make up for this. So...15 minutes later, I was done and went to check on my account. I see a credit of $19.99 as "Digital Dollar Credit" (or something like that), but I'm skeptical as to what the really means as the $19.99 is still pending on my credit card.
A really frustrating experience. The item I originally ordered was only $69, too....really not worth the time that I had to spend on the phone to resolve this (of course, I'm assuming that it will be eventually resolved when I actually get the replacement product).

Hello jerryaqua-
If you are like me, you hate waiting for your orders to arrive. I’m constantly checking the status of the order to see when it ships and when it’s due to show up. I know I would be alarmed to see my order was going to another state entirely!
It’s also concerning that you were told the shipping fee would be waived on your re-ship, only to see that charge appear on your credit card. In looking over your order, I can confirm what you were told, in that the shipping fee was charged, but they did apply a credit back for the $19.99 back to your account (which would generally appear as what you described, each bank usually listed these differently).
From what I can see, it looks like your product arrived yesterday, so I hope you received it and are currently enjoying it! We have documented the issues that you encountered here for review by our BestBuy.com management staff and I absolutely apologize for any inconvenience that it caused you.
I hope that this will not impact your desire to order again with us in the future!
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

IPhone 4 Display woes and no Apple customer service from Apple.

Just purchased 2 iPhone 4s yesterday and get home and they both have developed a yellowish tint in the corner. I then noticed on my phone a dark blob in the middle. All in addition to the iphone having to require me to buy the bumpers that I don't want.
I have called Apple, the store doesn't have any. Called customer care, they want me to pay $30 per phone to ship them back and wait a week. I have no house phone so I cannot be without a phone. I don't have a credit card so I cannot afford to have them draft my funds. I just bought 2 64 3g iPads and so I'm very frustrated.
Does anyone have any other suggestions as to what I should do other than return the phones back to the store and go with another provider?
I love Apple, but this is just silly.

SaTownTexan wrote:
Verizon has this thing going on where if you start a new contract you can buy one droid get one free. I'm canceling my at&t service and the cancelation fee will pay for itself by the end of the year. Updating my 3gs to iOS4 turned my phone into a paperweight, i made a mac genius appointment via tech support after being walked through the "recovery" process on my iphone, which would lock up my entire computer. when I get to the store they tell me that sometimes "appointments made via tech support will sometimes get dropped" they weren't able to "fit me in" until five hours later.
Get used to awful tech support and costumer service if you stay with at&t/apple
Funny how they have to give Droids away to get people signed up, yet even w/ known issues iPhones are still the ones people want to own. Personally I had a yellow screen iPhone. The local store exchanged it for me, no prob. Took about 5 min. I can't imagine getting better customer service at Verizon. In fact I know you can't from personal experience.

Customer service rep to be picked from ship-to

Hi,
I have a requirement to pickup the Customer service rep from Ship-to party. As per the SAP standards if the Sold-to party is maintained with partner function, then it will flow in the sales order.
But one of the Sold-to has around 50 ship-to parties; I would maintain the Customer Service rep in Ship-to party. Please suggest where I need to do the enhancement in Sales order.
Regards,
Jagadish

Hai Jagadish R ,
In the sales order standard program, in
Include MF02DFEX
and ask your abaper to Use the order data in the Sales order header details
and in the Ship to Party field make the entry of the Customer service rep from Ship-to party.
Regards,
Mani

Warranty replacement shipping issues (Poor Customer Service)

This entire customer service experience has been a complete nightmare. From mystery hardware problems to a Warranty replacement gone wrong, I'm 100% dissatisfied with HP right now.
This all started when my office printer (LaserJet Pro 200 Color MFP M27) started showing an error code. it's been so long ago now, I don't even remember what it WAS, but my entire company of IT professionals couldn't get it to work. We contacted HP through chat to get a warranty replacement, as we were still covered. I can understand that they need to ask some questions to rule out certain issues and maybe avoid an unessecary replacement, but we were on this support chat for OVER AN HOUR, being asked "have you tried plugging it back in? Have you tried removing all the ink cartridges?..."
But the fun didn't stop here, no. We finally got to set up a warranty exchange, and I checked my chat log... I gave the correct adress. I got the tracking number and monitored the shipment. It came in to the UPS facility on a friday, was marked as "incorrect address" and sat, waiting for someone from HP to respond and/ or reach out to us to correct it. Nobody did, (I never got any emails or calls either), and as of Monday, the printer was HEADED BACK TO HP.
I'm going on 2 weeks now without a printer and I can't get in contact with anybody from HP because my warranty on the current printer sitting, useless, in my office has been "canceled" as soon as they shipped the replacement. I can't get in a support chat because my warranty is no longer in effect and I don't have the S/N of the new printer to get in either. I can't email anyone directly. I tried to dispute the warranty, explained my situation in the notice, and got an email that said "Sorry, you have reached the warranty department. Contact the correct department", and a link to right back where I started. I'm being pushed around in circles and I am not amused.
Now what are my options? Pay $30+ for a phone call? I need this printer, and I'm not paying a single cent for HP's mistakes.
My suggestion? Get your act together. This is entire fiasco is pathetic.

AZRiddle, I hope you're feeling better since being released from the hospital. Even as a big company, we understand that some life changes are unavoidable. I'm sorry to hear that your issue is has still not been addressed after several phone calls to our Customer Service Department. On behalf of our leadership team, I' eager to assist you and address all of your concerns. Please send a private message to me, Lasina_VZW with your account mobile number and I will personally call you. I'm standing by for you.
Lasina_VZW
Please follow us on twitter @VZWSupport

Anyone in Customer Service actually able to tell when an order will ship?

I purchased a laptop on 3-31 and am now 48 hours past the ship date. No one in Customer Service has been able to tell me when my laptop will ship. I've called 6 times and sent numerous emails.
To top it off, I was charged $300 more than I should have been, but cannot get a refund until my laptop ships.
Each time I contact HP I am told to call back tomorrow or to wait for my shipping confirmation email. That's not very helpful and downright infuriating.
Is there anyone in the entire company that can actually tell me when my order whill ship, or do I just need to cancel it and take my business elsewhere?

Welcome to the HP Consumer Support Community. This is a peer-to-peer community for customers to connect and share solutions regarding their HP products. If you have additional or direct feedback for HP about their products or services, please use the link below.
http://welcome.hp.com/country/us/en/wwcontact_us.html
If you have other questions and concerns, please feel free to send me a private message.
Thank you.
Clicking the "Kudos star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
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Registration Woes and Frustrating Customer Service

Will be moving into a new house soon, so I went ahead and ordered FIOS service. After getting the order confirmation, I go to register for MyVerizon, where I'm told the following: Would you like to use an Existing Verizon Wireless User ID?If you have an existing Verizon Wireless account, you can use your existing User ID or Mobile Number to manage Residential and Wireless Services online. We may also use contact information from either account to send you important account related notices. Great! Having one login instead of two sounds like a good idea. Try to login using my wireless ID when I'm prompted, and I'm told it's already taken/invalid. Strange. I finally figure out that it's probably because I had FIOS a few years ago with that same login. So I wind up talking to customer service a bunch of different times: Call the registration help number. I'm told it's a customer service issue. Transferred.Talk to customer service, told it has to be escalated to a specialist. Transferred.After transfer, I'm told a manager can deactivate or change the old account so I can then use it again to keep wireless/residential together. Great! I'm put on hold for an hour and figure I was forgotten about, so I hang up and try customer service again.This time, the customer service rep, after loudly yawning into the phone a number of times and acting completely disinterested, tells me it's a registration help issue, and tries to transfer me back to the people I originally talk to in 1 above. She hangs up on me instead.I call back the the registration help line anyway, and am told that I can't use the wireless login ID at all, contradicting what I was told in 3 and what their very website says during registration. I decide to thank her for her time and try again to get someone else.This time I try chat. I'm told, just like in 5, that I can't use the wireless ID. When I point out the "would you like to use an existing Verizon Wireless User ID" bit from above, she then corrects herself by saying I can use the ID, but not the password. What?At this point I gave up completely and just registered using a different username, lacking any confidence whatsoever in finding someone who knows what they're talking about (except for the guy in 3, he knew, but forgot about me).

Just want to make sure you are on the correct page. You should have started on activate.verizon.net. Do not use the register at the top of verizon page. If you cannot enter the credentials there and get in, skip that section. Getting help will be impossible. FIOS rep cant see or verify your Wireless creds. Once service is installed you will not be able to get onto internet until you complete the terms of service which is on the same page. You may want to create a new user name. You may be able to get back your old Verizon user name, but the name on both accounts must be the same and you need the account number from old service.

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Yet Another Customer Service Complaint

For at least the past ten years, I have been a Verizon Wireless customer, & until recently, I have never had an issue with the company. Their plans have great pricing, the coverage in my area is impeccable, & the representatives in the store have always been more than willing to meet customer satisfaction.
Until recently, that is. Last year, I upgraded my phone to the LG Rival, after my LG EnV was clearly out of date & useless to me. This is where the issues begin. Clearly, like any young adult, I purchased the insurance on the phone since accidents & loss are bound to happen. By the time summer rolled around, my Rival was having extreme software issues, due to no fault of my own. The phone would often freeze, the screen would glitch out, resembling a TV static screen, the phone would underline random words in red, it wouldn’t hold a charge, the phone would shut off or restart itself for no reason or in the middle of a text or phone call, or it would completely shift the screen to the left or right so that only half of the screen was visible.
I took it into the store of course & was informed that the insurance program had switched over to Asurion, & I would have to file a claim with them & wait the specified number of days for a new [aka refurbished] phone to arrive in the mail. Fine, I could deal with that, three days wasn’t too long of a wait to continue to deal with the piece of crap I was holding in my hand.
My refurbished phone arrived, I shipped the old one back to them, & all seemed well. Until two weeks later, when the refurbished phone started showing the same symptoms as the first. First the charge started failing to hold. Next came the shutting off & restarting, followed by the screen shifting. Once again, I returned to the store. Went through the same motions, filed the claim, waited three days, & was once again gifted with a refurbished version of the EnV.
Can you guess what was happening two weeks later? I’m sure you can. I went through this five times. *Five*. By the fifth time, they were completely disregarding what information I was giving them in the store, & had simply started shipping a new battery pack. Through November & December, I was in the store every few days, sometimes multiple times a day, seeing as I was not the primary phone holder or account holder. I was continually given attitude, shifted from person to person, & blown off.
I’m used to this kind of treatment. I’m a twenty-one year old female with a mohawk, facial piercings, & tattoos. In the beginning, never once was I rude, irate, or anything other than courteous, laying out my plight in brief & to-the-point conversations, & simply asking for help. Towards the end, I had started making it clear that I was sick of being [Edited to comply with Terms of Service] around, that I was a long-standing customer who until recently had no issues with their service, & that I expected the situation to be remedied. What kind of service was I paying for anyways?
It finally boiled down to I could either cancel my contract early, having to pay the fees, or I could buy a new phone at my own expense. My mother, who is the account owner, had finally had just as much as I had, & went into the store with me. Just as I had before, she laid out our problems, was calm with a business-like manner, & wouldn’t you just know it, she was treated much more receptively than myself & offered a different array of options. We ended up using the up-grade available on her line to acquire a Kin-Two for myself, since the available free Wi-Fi at hot spots was something that would [hopefully] end some of the hidden fees I had been receiving with my Rival. We extended our contract & once again purchased insurance on the device.
A little over a month ago, on January 19th, we were once again hit with a larger-than-expected bill due to data charges. I will accept this as my fault; a little too much status-updating. She called customer service to have a data plan added to my phone. All should be just fine, correct?
On February 4th, I was at a club with some friends & my phone was misplaced. Whether it was taken, slipped from my pocket, sat down somewhere, the reason is irrelevant. Point is I didn’t have it. We contacted Ansurion to file the claim, & they would not accept it. According to their records, on January 19th, the insurance on my phone was canceled, the same day we had the data plan put on it. We were told to contact Verizon. After doing so, we were informed that they couldn’t name the representative for us who canceled the insurance, because their system does not keep those kind of records. Now began the telephone shifting, from one representative to another as they very nearly refused to let us speak to a supervisor as requested. All we wanted was the insurance reinstated on the phone so that I could get another Kin-Two.
They informed us that they no longer sold the Kin-Twos, nor did they have any refurbished ones in stock. They said that if they re-instated the insurance [which we would have to pay for] they couldn’t guarantee what phone would be sent, but that I would receive a new phone. No, I didn’t want to be sent a phone that would require a data plan simply to work, nor did I want some outdated phone that would just continue to glitch out a few weeks after receiving, as was clearly the issue in the past. They recommended we call our local store to see if they had any Kin-Twos in stock.
Guess what our final options were? After speaking to the representative there, we were told that we could either purchase a new Kin-Two in the store at $430. Excuse me? I only paid $75 for the phone to begin with. Next option. I could wait until May when another of the lines under our names was eligible for an upgrade. Going four months without a phone? Not happening. Or, we could purchase a different phone, once again at our own expense.
I will admit that by this point, the two of us were pretty peeved. We asked what the cost would be to simply cancel the contract & take our business else where. $95 to cancel just my line, $365 to cancel all three lines. Both options were cheaper than buying a new phone, new insurance & extending my contract once again. Now, I know what some of you out there are thinking.
“You were given multiple options to work with, & you chose to disregard each option.”
With the experience & treatment I have received in the past year, & how often I have had to threaten to cancel my contract in order to receive any kind of help what-so-ever, so be it. I would rather pay $95 dollars & take my business elsewhere - say MetroPCS or Cricket where you can get unlimited everything for less than $50 a month. I’m not going to make my family suffer through the cancellation fees & start-up fees elsewhere since they both adore their phones & have no issues with them.
That doesn’t mean that I am not greatly **bleep** off, insulted, & dissatisfied with what I have had to deal with. I don’t know exactly what policy changes have been made within the company from recent mergers & such, but the website’s claim of “Expect the best customer service at every turn from our employees,” is complete & utter rubbish. The customer service we have dealt with in the past few months has been nothing but, & excuse my French, complete **bleep**.
I *will* be cancelling my contract & taking my business elsewhere, & you can bet I will be informing anyone thinking of switching to Verizon of my experience. Friends of mine have been dropping Verizon left & right due to the fact that just because you offer great coverage & plans, doesn’t mean that you can treat the people paying you their money each month like trash. For those who continue to adore Verizon, just wait.

Absolutely Horrible Customer Service - both in the store and the 800 number.
My phone quit working - not my fault. I was suppose to get a replacement overnight and if for some reason it didn't arrive overnight, I was assured that it would be delivered Saturday. Today is Monday, no phone. They put the wrong address on the shipping form and they don't know when I will get it.
They won't send another one because there is a phone out there and they have to get it back first. They know I don't have it. Ridiculous!
Why don't they have replacement phones in the store. Option 1: phone breaks, go to store and get replaced same day. Option 2: phone breaks, wait for phone to arrive in mail and hope it is the next day. One is more convenient for the customer and the other is more convenient for Verizon. Seriously - It's not brain surgery.
The lack of concern among the 3 Verizon employees I spoke with was unbelievable. "This is just the way we do things. There is nothing I can do to help you." The store manager doesn't know how Verizon's replacement service works or how long it takes for them to notify FedEX to correct the delivery mistake and get the phone to me! "I can't control FedEX." No but you're the reason they delivered the phone to the wrong address. Rep had the nerve to tell me he would "correct the address mistake IF I wanted him to." Under what circumstance would I not want him to????? Absolutely, no acceptance of responsibility!!!
Cell phone companies should not be allowed to require two year contracts but should have to provide month to month service. They KNOW they don't have to treat you well or provide service with these long term contracts. They know you have no recourse.

Lack Of Customer Service

I have been a loyal Verizon customer, with little or no complaints. I didn't even mind pay more for "better and more reliable service". With my past experience for the 2 months I am a big advocate for leaving them and going back to my old carrier. It would be a lot cheaper, there would be a lot less aggravation. I recently purchased my iPad Air 64GB from Verizon. The iPad had some technical issues, I reluctantly shipped it back to Verizon to be repaired or changed. I express to technician I live by 2 Apple Store. After being assured the turn around time would be a nominal week I mailed my iPad to Verizon's warehouse in Texas. Verizon has had my iPad for well over 4 weeks, I have called in to speak with them every other day to get a status update. Every time I call I receive a different answer, the responses vary from the warehouse doesn't have it. I have a tracking number showing it was signed and delivered. The iPad is on back order, I called back 30 minutes later and someone else informed me they were not on back order. We will ship you one at the end of the week, well 4 weeks have come and gone since this promise was made. Then once a week during my call they transfer me to Apple technical support. To oblige Verizon I explain the circumstances and apple technicians are shocked and confused how they can troubleshoot/diagnosis a product which is in Verizon's possession. I have spoken to 10-15 "supervisors" who all claim they will call me back within a day or so. I have yet to have a "supervisor" return a call to provide me with a status update. I hate to call in every other day for and update, which I need to do since NO "SUPERVISORS" call me back. It is the typical thing explain the circumstances have the first technician read to notes wait on hold for and hour as they research this. All of this is being done so they can then transfer me to a supervisor who make empty promises to call me back and never does. I am sick and tired of spending 6-7 hours on the phone with Verizon every week in order to get MY product back. I have explained at this point I DO NOT want my product fix I want it to simply be return and I will bring it to Apple myself especially considering it was only 3 months old and still covered under Apple Care. I can and have called Verizon a few times a day so I can confirm the "story" I was told by the prior technician with out fail they cannot confirm anything and offer a different story or circumstance with every phone call. I have no problem with pulling my 6 Lines and go elsewhere, it would be a lot cheaper and the other carriers would buy me out of my contracts, I cannot do so until I receive my iPad back. I pay monthly for a product which is not in my possession for a service which I am unable to use. The best solution I have received is a discounted rate, what good is a discounted rate if I cannot use the product because Verizon has it. Luckily the company I work for of 500 people also has discounted rates with the other major carriers. Get your act together, customer service my name is to service the customer not give the, the run around. I am not asking for the impossible, rather something which should be acceptable practice with any company.

store location
24920 N Lake Pleasant Pkwy,Ste 107
Peoria
AZ 85383
Sent from my iPad
I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
Just thought I would let you all know how customers are being treated

Terrible customer service after systemboard on T400 died for no apparent reason.

So I hate for my first post to be a negative one, but here goes.
I'm sorry if my actions sound rude or impatient, but I'm sure some of you understand the aggravation and worry that accompanies a computer that suddenly stops working when it is needed.
Warning... here's the abridged version, it will still be long. I have also attached a email I sent to Lenovo websales... it has not gotten a response. So far I have not received parts that were supposed to be shipped. I have been hung up on. I have been interrupted. I have been ignored. I have been told that if I want my product fixed I should upgrade my current existing warranty to an on-site service.
I bought a T400 roughly six months ago. I had minor issues with the sound cutting in and out after waking up from sleep since new. I figured it was probably a driver issue. Never bothered to try and fix it, it wasn't a big deal. Other than that, I loved my T400 and recommended that everybody check out Lenovo if they're in the market for a new laptop. Well... no more. I recently put my T400 to sleep. Left it on my desk and walked away. I came back about 20 minutes later, noticed that all the indicator lights were not lit. Strange... okay. I tried to start it. Nothing. I did a search on google, came up with the procedure to press the buttons to drain the system board. Nothing. Oh no. I immediately call Lenovo since I was going to be returning to classes soon. The phone conversations I had with Lenovo techs were less than stellar. One tech told me he could not ship out the box since the system was down... but he somehow managed to look up my serial number, input my information, and issue a case number. Well... turns out he also closed that case. Since he couldn't ship out a box, I brought it to a local authorized warranty service center. They told me it would be no problem. I dropped it off first thing in the morning, several hours later, a tech had called to tell me that the systemboard was dead (what I thought) and that he had already placed the order with Lenovo and that the part was in stock and should be in the next day. I wait two days and did not hear anything. I call the shop. They call Lenovo. Apparently the part is now backordered and there is no ETA on when it may be back in stock. They said I should pick up my laptop and send it in. So I pick up my laptop and call Lenovo to try and obtain a box. I spoke to one gentlman who seems to empathize with me. He wanted to speak to a supervisor to see if he could have the case elevated. I was put on hold... several minutes later, I was somehow transferred to another tech. This guy had no idea what was going on, he was less than helpful, and he did not seem to be interested in helping me at all. I finally convinced him to ship me a box. When I got off the phone, I realized I should try and obtain some sort of time frame. I called back. Some women picked up. I explained my situation once again. She told me the part was in stock (not what the store and 2 techs had just told me). So I asked if it could be shipped to the store? "Uh... Well..." *Click* She either hung up or we got disconnected. I waited several minutes for a call back. There was none. So I called again... This employee told me that the part does not have an ETA and he has no idea when it might be back in stock. This gentleman is a little pushy and interupts me a few times, but for the most part seems to want to try and help. I was told that Lenovo would keep my laptop for an indefinite period of time until the part is no longer backordered. That's not what I want to hear. I need my laptop for school and research projects. He tells me that if I want to get my laptop fixed in a timely manner, I should upgrade my warranty service to a better one. This raises flags. Is Lenovo just trying to pocket more of my money? Shouldn't the standard warranty cover this? So I decide to email Lenovo and see if they can shed any light on the situation and offer any alternatives. I have tried twice since last week and gotten no response.
Here's the email I sent.
To whom it may concern:
My name is William Xiao. I purchased a Lenovo Thinkpad t400 roughly 6 months ago. The deciding factors in this purchase were all the things I had heard about Thinkpad's excellent reliability, durability, and the outstanding customer service. Unfortunately, none of these have been true in my experience thus far. I had recently put the laptop to sleep. When I came back twenty minutes later, none of the indicator lights were illuminated. The system would not power up. I performed all of the procedures offered by the technical support to completely drain/power down the system board. This did not rectify the situation. When I did call technical support, I do not feel that I was treated with respect. One time I called, the employee was very unenthusiastic to help. The technician was very rude. He frequently interrupted me and did not listen to what I had to say. I asked him to ship a box out. He told me he could not (or would not) do that. He told me to call back the next day with the case number to get somebody else to ship out a box. Or to take it to a repair center. I decided to take it to a local repair center first thing the next morning (Jan 5, 2010). The center assured me that the repair would take no longer than 3 or 4 days. Several days later (Jan 7, 2010), I called to check on the status of the repair. Apparently the system board that was needed was in stock when they ordered it, but became backordered with no ETA on when it might become available again. Unfortunately, I am leaving town to return to college on January 11. The shop suggested that I pick up my laptop and have it shipped to Lenovo. I called Lenovo the evening of January 7th. The first person I spoke to seemed knowledgeable and empathetic to my situation. He looked up the part and said it was out of stock at their depot. I explained to him that I would be returning to school soon and needed my laptop for classes and my research projects. He put me on hold while he went and spoke to a supervisor about escalating the case. For one reason or another, I was transferred to another employee who was not a supervisor. This employee was absolutely clueless about what was going on. His attitude was very poor. He told me that the original case that was opened had been closed on Jan 4 or 5. I had not asked for this case to be closed. When I asked him to to ship a box, he seemed somewhat reluctant to do so. He seemed frustrated when I asked him to have it shipped to a different address. As I said, I would be returning to my school over 200 miles away. I would no longer be able to have the box shipped to my home where I was over winter break. For whatever reason, this employee just did not seem to understand that. I asked if the parts were not in stock, how long would it take to get them in stock and get my laptop repaired. He could offer no answer. I asked him if there was any way this case could be escalated since I cannot be without a computer at school. He told me no. I do not feel that I was treated very respectfully. He told me to call some other department. I asked if I could be transferred. He very reluctantly did so. The other department was closed for the night. I called back to the technical service center in Atlanta, Georgia. This time I spoke to a woman. She told me the parts ARE in stock. I asked if they are in stock, can they be shipped to the store where I was having my computer repaired at. She said "Uh... Well..." and then she either hung up on me or I was disconnected. I waited several minutes for a call back. None was ever received. Thus far, I have been extremely unsatisfied with the customer service that has been offered. I asked if there was any way that a temporary unit could be offered while mine was being repaired since I was told that my laptop would be kept for an indefinite period of time while waiting for the part become available again. Or I asked if they could pull a T400 from the shelves, take the system board out, and use that system board to repair mine. I was interrupted and told no. This seemed to be a common theme: interrupt the customer, do not know what is going on, tell them no to any sort of request. It is interesting that the recording on the telephone says how much Lenovo values customer satisfaction. Well, I am not satisfied at all. This computer is still under warranty. It should not be my responsibility to drive to and from service centers to try and obtain repair. It should not be my responsibility to have to call back whenever somebody decides they do not want to perform a task at that time. Lenovo should be repairing my computer in a timely manner. I was told that if I wanted my computer repaired in a timely manner, I should upgrade my current warranty to a on-site service. I feel that they should be doing whatever is possible in order to best serve the customer. It looks like Lenovo is more concerned with making a fast buck. A computer is very important to my education, as I said, I need it for both classes and research projects. Based on the quality of the product and the customer service that has been offered, I will not be buying any Lenovo product in the future. I was strongly considering purchasing a Edge for both my girlfriend and my mother. And I had previously recommended many people to buy Lenovo after I initially purchased mine. But that is no longer the case. Not only will I likely not be purchasing another Lenovo product, I will warn all of the people I know who are in the market for a new computer to look somewhere else. I really want to like and enjoy my Thinkpad, it is very unfortunate that I cannot and that Lenovo will not do what is necessary to make things right again.
Your very unsatisfied consumer,
William Xiao
Any ideas? Any other email addressed I might be able to reach somebody at?
Thanks for reading that mess. I appreciate any input that this forum may have to offer.

As I said (in my overly long post), I had already brought it to a reputable local warranty service center (still about a half hour to forty minute drive each way) after an employee refused to ship out a box (supposedly the system was down, but he looked up my information and was able to both open and close a case without telling me that he was closing it, he told me to call back about it later) because the turnaround time SHOULD have been faster. I was quoted a 3 day turnaround time, 4 days MAX. I dropped it off first thing the morning after I spoke to somebody at Lenovo. Tech took a look at it later that day, before noon, put the order in, called me to let me know that he ordered the part and that it was in stock. He tells me that generally they receive the part the next day. I hadn't heard from the shop in 2 days. So I call. They call Lenovo, part is now on backorder. That's why they told me to ship it. Now I'm dealing with this headache.
I should not have to spend this much time trying to obtain a warranty. The staff has been rude, unhelpful, and uninspiring.
If something is not done to rectify this situation... at least some sort of apology or attempt to make amends, this will certainly be my last Lenovo product. I will not be purchasing a Lenovo for my girlfriend or family members. I cannot in good conscience recommend that others purchase a Lenovo. My faith in the product and in the company has been corrupted. I would hate to have the new motherboard fail unexpectedly and without reason in another 6 months (which would be just after my warranty runs out), but the service provided thus far cannot justify me spending 140 dollars on a on-site service. If things don't take a turn for the better, it would seem that the best option for me may be to sell my once loved T400 when I get it back and buy a new laptop from a company that actually stands behind their product.
I NEED a laptop for school. The turnaround time I was quoted should have my laptop back to me right before school started again. I have been back to school for a week, and after all this time, they cannot even tell me when I might be able to have my laptop back. The staff flat out refused to offer any sort of temporary laptop for me to use while they held mine for an unknown period of time. I have read of people being offered loaners. They also refused to pull the system board from another T400 because "it will not work." That's just incorrect.
I want to love my Lenovo. I really do.
Edited to add more information. I figured it was better than posting multiple times in a row and cluttering things up.

Store rep signed me up under the wrong plan and no one in customer service has fixed it in over a month

I was bait and switched. I signed up under the pretense that I was getting the promotional rate of 40gb/$150 that was scheduled to end on November 5 2014.
I walked into a Verizon wireless store on November 4th with the intent to trade in my iPhone 5s which I was offered $350 trade in value and port over 2 of my lines with T-Mobile under the Verizon promotion. Once I was approved and offered my trade in I was told that the phones I was seeking to purchase from Verizon was not in stock and needed to be ordered, and delivered separately with the iPhone 6 being shipped out November 14 and the iPhone 6+ shipped November 21. Thomas, the Verizon wireless sales representative, also informed me that for me to get the promotional rate I would have to open the account with an active line before the 5th or I wouldn't be able to get the promotional rate since the phones would be delivered past the promotional date period. The sales representative insisted I should add an iPad that was in stock at the store and I could leave the store with an active account and once my phones were delivered I would be all set to go with my promotional plan and devices. I had no need for an iPad but decided it was worth getting for the sake of the promotion.
ON November 14 I recieved via FedEx a package containing not a iPhone 6 as promised, but a iPhone 6+. I called Verizon to activate the phone that was ported to my personal phone number, and didn't have my iPhone 6 that was set to port my out of state business line and cancel service with T-Mobile on the 14th of November. To say the least I was extremely upset for which I had no means of recieving business calls from North Carolina while I live in Florida. At that point I asked the Verizon customer care representative I had on the phone to see if they could see if there was a store that had the iphone 6 I ordered in stock so that I an could have a business phone the same day. He found a store that had it in stock and it happened to be the store I originally signed up at. I was told that it was in the color and storage capacity I had originally ordered and that I could pick it up at the store to complete my purchase with Verizon. Again, for the sake of having a business line I ran to the store and spoke with Thomas and explained the mix up. upon moving forward I was informed that they had an iPhone 6 in stock with the capacity I had requested but not the same color I had ordered. At that point I didn't care I just needed a phone and proceeded to activate the phone he had in stock And ported over my business line.
After recieving a text from Verizon that I had consumed all of my data just days after I recieved my phones I called Verizon 611 from my phone and spoke to a customer care representative named Fallon, which informed me I was set up on the wrong plan and that she see's the notes that Thomas notated that I was subscribing for a 40gb plan and that she was going to send a request I D # [removed] form to make the corrections and that there was no need for me to cancel service as I was within my cancelation period, again she insisted that there was no need to cancel and that the request would be granted and she would be calling me once my billing cycle reset and the corrections were made and she would credit my account based on the promotional rate. I NEVER RECIEVED A CALL FROM FALLON! Not even to be notified that the request was denied! I came to realize later in December when I recieved a $1200 bill that this wasn't resolved. I called customer service again and spoke with a gentleman that explained the request was denied and that this will be resolved after I explained what transpired. He assured me that he was going to expedite another request and he would be in contact with me within a few hours....... I'm still waiting for his call as well!
I called again several times in the past few days and have spoken to several supervisors that promised to resolve this matter and call me back promptly........ Again, no one has called me back!
December the 8th I spoke with a supervisor named Victoria which assured me she would get this resolved within the next 24 hours and gave me her direct number to reach her if I didn't hear from her [removed], again I haven't heard from her yet and I've made several attempts to reach her at her direct line to no avail.
December the 9th I spoke with supervisor named Mike employee #[removed] in the Seattle call center, he appoligized for the mix up and that no one has called me back and that he would handle this matter and get back to me today December 10th....... Again no call..... I have spoken to 3 people today all which have made promises to call me back today within a few hours and none that have. I just got off the phone with a supervisor named Vanessa Jentfield at the Chicago call center and saw all the notations and assured me that there is no reason why this shouldn't be corrected and that she would be calling me back tonight or tomorrow. I will be sitting by the phone unless Verizon wireless decides to disconnect my service for non payment of $1200+.........
I have filed a complaint giving a detailed explanation of what has transpired with the FCC as well as the FTC, my next step is to file a small claims lawsuit tomorrow morning with the state of Florida and see if Verizon finds a way to contact me then,I guess I will just have to wait and see.
Personal information removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

It was a good idea to file a complaint with the FCC, someone from Verizon will contact you by phone in an effort to resolve your issue. I wouldn't suggest small claims court as they have not done anything illegal, (just bad customer service) and their contract with you is usually upheld, which in this case is not for the plan you want. The person contacting you likely has a little more pull, as the call centers can only uphold the written customer agreement made.

Customer service is a joke!!!

So there seems to be nowhere to inform Adobe of
their shortcomings with the customer service provided over the
phone, so I guess this place is a good as any.
A recent online purchase was shipped to an incorrect address
of which I had previously and in person, corrected with a customer
service rep. I thought that would be the end of it. So I call up
after I realize that the product has not been delivered and I am
told that the shipping company sent it to the wrong address. So I
call the shipping Co, and they had shipped to the provided address
(from Adobe, which was the old incorrect address). So now I call
back Adobe customer service again, and go through all the BS that I
did the first time to try and "correct" this issue. After being
passed around, and told that the address is correct that Adobe was
going to send me a replacement product "gratis". Well I patiently
wait for this new product to show up and again the time passes with
no sign of the product. So here we go again and call Adobe customer
service. This time I'm told that the product was not sent due to
Adobe having no "state" location for my shipping address, (yes -
the address that I have given them now for the third time). So I
express my concern that this is such an issue, why did they not
contact me and ask for the my state, why did they not look at the
zip and figure it out? Anyway the customer service rep puts me back
on hold to try and find out "why" and then they come back and tell
me that the Adobe ordering system was "resting" over the fourth of
July long weekend and as such no . Resting - now i really had to
contain my desire to laugh. This is Adobe people!!!! Anyway I'm now
told they are generating a third order and that I am to call back
in 24hrs to get my tracking number. I asked the rep could Adobe not
send me a email confirmation with the tracking number (like every
other online merchant does) No that was no allowed by customer
service and that another Adobe department would have to handle
that. So now I'm playing the waiting game again, still no tracking
number, a third order number and I still have to contact them again
to get the information.
This is 2008 and us professionals who rely on Adobe products
to make a living are being treated like the proverbial mushrooms -
kept in the dark and fed a lot of sh#t!!!!
Thanks Adobe!

I completely agree. I cancelled my landline service last night after my service being out 3 times in the last month and being stood up by the technician yesterday. Received an automated call at 5:30pm saying they couldn't make it and rescheduling for today for an all day appt. Cause I guess none of us have to work. I called back reinforcing that the reason I had to have the appt kept is because I have an adult son with autism who has to be able to communcate with me when I am at work. It is safety issue. They told me i needed to have called by 1:30 that day. I don't think he even realized what a ridiculous statement that was since they cancelled at 5:30! Apparently there was no one in all of the company who could contact the technician and tell him to keep the appt so I cancelled servcie and went out a got a cell phone for my son. I feel your pain!

Customer Service is a real joke!

I quite possibly could be cancelling my service with Verizon.
I've had issues in the past with receiving damaged "certified like new" replacements, but never with a new phone.
July 15th I placed an order over the phone for 2 Droid X's after checking one out in the store, one for myself and one for my fiancee at full retail pricing. I was told by the rep that these phones were in stock at the moment and were shipping Overnight and that I would receive them on July 17th. However that was not the case and I had to repeatedly call to get a tracking number. ( I was never sent a receipt or tracking number at any time ) I only got a receipt when the phones came on the 21st.
However, Verizon did not wait one bit on the withdraw from my bank account as that cleared 1 day later.
Once receving the phones I noticed that the buttons on the bottom of my phone were very loose and the back / search button were getting stuck when I pressed them I notified Verizon of this issue on July 26th and was told I was being sent out a brand new phone with Overnight shipping no charge because I will be returning the original one( ship on 7/27 and receive on 7/28 ) However, this was not the case either as the phone did not ship until 7/30 with 2 day fedex. I just received the phone today 8/ and after looking at it, it's worse then the current one I have, Extremely Loose.
I once again contacted customer service to get a ANOTHER one sent out. Except now they want to place a $428 charge on my account for another one until I return BOTH my original and the new one they sent out to me. I am shipping the new one out tomorrow morning and they should have it by thursday at max. BUT I have to have a $428 charge placed on my account. Now, I would normally not be worried about this except I was told that another Droid X will not ship til AT LEAST 8/18 ( Another half of a frickin month ) and my bill is due 8/20. So if I do not receive this phone by then I will be forced to pay an upwards of $600+ for this month's bill when I dont even have the new phone PLUS have to worry about the refund process to my bank account.
This is unacceptable, I have a house payment, 2 car payments, etc to worry about then a possible $600+ phone bill.
On a side note, I love how Verizon warehouses ship out their phones by just tossing 1 bubble bag and the phone in the box. Great shipping there!

I hear ya!!!!!! I thought it was just me that thought the customer service suck. I have a storm 2 that was to be replaced and they sent me a storm 1 I called and asked what model of phone was on the line that they were replacing and they said storm 2 my next question was so why did i get a storm 1. I still wondering how they pick and choose who get the updates for the new droid x first? what a mess. I always choose to be survey after every service call so I can let them know i was not happy about the service i was given. I called today and asked about the update and the guy told me to do *228 to get the update LOL what a retard. I almost like you about to tell Verizon to take a hike. The iphone might be bad for reception but i bet they have better customer service.

Best Buy Elite Plus-Worst Customer Service Department EVER.

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

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

The lack of details and customer service.

After less than one month of ownership, my Ideapad K1 power button broke. After talking to a customer service rep (K). She informed me it will have to be returned to Lenovo for repair, which will take about 7 to 10 business days from time of delivery. I asked to speak to a supervisor at which point she puts me on hold and then comes back on the line to tell me the supervisor stated the same thing. At no point did I ask her to confirm this with the supervisor. I asked again to speak to her supervisor, to which she puts me on hold again. The supervisor (R) comes on the line to tell me that the Ideapad K1 will have to be returned for repair. He then transfers me back to K to finalize the return, to which she now informs me I will have to pay for shipping. This is very poor customer service in my view. I will never buy another Lenovo product as long as I live and would advise every one I meet not to buy one either. I was looking at their high end laptops for my corporate deployment, its a shame. Maybe I will be going with DELL as they will send a Tech to my house to perform repairs. I do hope that all customer calls are recorded as I believe someone needs to listen to the lack of professionalism and customer service that both K and R display.
Note from Moderator: Employee name/e-mail/phone removed to protect their privacy per the forum rules.

Hi i had the excact same thing i got the k1 for christmas and now its january and the power button doesnt work ..i never dropped it always put it in its case and there is not a dam scratch on the thing least they could do is pay for shipping there defective product back to them so it can be fixed

Customer Service/Shipping Woes

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