Customer Service, Warrenty and Technical Issues

I was so happy when I got my Lenovo Ideapad Y580. It ran like a dream and I loved the look and feel of it, but after 3 months I noticed that one of the speakers was cutting out and would only come back on whe I turned it to full volume. Then a few days later I noticed that the bluetooth didnt function. After this the screen started to fade and show feint lines down one side. The final thing is that the paint has started to fade next to the mouse pad, I guess this is from the sweat on my hand which I could understand after 3 years, but not 3 months. Anyway, I took the laptop back to the shop where I bought it and hopefully they have repaired it. I dont know because as soon as I got it back the harddrive failed. Oh yeah, they also did nothing about the fadded paint. So I took the laptop to the shop again and left the harddrive to be repaired. The day after I left the computer I had to leave the country because of family problems and I havent been able to return to collect my harddrive. I thought this wasnt a problem though because I could just buy a new one, which I did. Upon getting home I realized that I had a problem because I didnt have a copy of Windows 8. So I called Lenovo and asked them what I could do, they told me to go on their website, which I did and there is no listing for my model laptop, so I call them back and after 20min of trying to explain my problem to a very obnoxious man I was told to send an email to the technical department, which I did, I did again and a 3rd time. Which as of today, 2 weeks later, I have still heard nothing. So I called again and asked for my Windows activation code, and again after about 20min of arguing with an extremely obnoxious service technician I was told that the code is embedded on the motherboard. So basically I have no way of getting assitance from Microsoft, which even though they couldn't help were a lot nicer to deal with. So again I call Lenovo, but this time I call the service depertment in Germany, which is where I bought the laptop, and the technician was actually very friendly and really made an effort to speak English even though I was calling a German department.  Basically he told me that I need to pay for the disc or send the whole laptop back to them.
So now im flying back to Germany just to collect my hopefully repaired harddrive because of this extremly simple problem of giving me a download link for Windows 8 home premium or giving me an activation code.
Im actually a little pleased that this has happened because I was so impressed with this laptop that I was going to buy another 10 for my office and I was going to gradually convert all my electrical appliances to lenovo. Now however there isn't much chance of that. Once bitten, twice shy.

Hi Dave,
Welcome to the forum, and sorry to hear of all the problems you’ve had with your parents’ phone line.
If you could send in your details we’ll look into this for you. Our “Contact us” link can be found by clicking on my username under “About me”, top-left of my profile page.
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

  • How do I email customer service? I spent an hour on the phone with a customer service rep and my issue was not remedied.

    Need to email customer service management or supervisor to get an issue resolved. I don't see any email options only chat and call and I don't have time to do another hour phone call today.

    There is no email for customer support.  Your options are phone, chat, or social media.  Or perhaps going in to a corporate store in person?  Since you haven't given a clue as to what your unresolved issue is, it's hard to know what the best approach would be.

  • Terrible Customer Service Experiences and

    Things added to my order I knew nothing about.
    I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
    Today I see there is an appointment scheduled later this week for VOICE.
    I have not idea what this is,
    I was chatting with someone who  was useless, (tech) given to someone in  billing who disconnected me,  This is after an hour.
    I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
    I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
    Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
    Solved!
    Go to Solution.

    tkr wrote:
    For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years.  I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL.  I'm very dissappointed.  And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
    Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
    For example this what I saw when I was using Verizon
        news.giganews.com
        traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
        1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
        2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
        3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
        4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
        5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
        6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
    Step two: Can you provide the Transceiver Statistics from your modem?
    #3 If you don't know how to get that info:
    a) What is the brand and model of your modem?
    b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
    #4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
    If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

  • Installed my Photoshop Elements 7 on my new laptop.  Says my serial number is invalid.  Chatted with customer service rep and she says the number should work. What now?

    Installed my Photoshop Elements 7 on my new laptop.  Says my serial number is invalid.  Chatted with customer service rep and she says the number should work. What now?

    Hi,
    Did the serial number come from a boxed set and previously installed from disc and are you now trying to install from a download?
    If so, that will not work - the serial numbers are different.
    If you don't have a dvd drive on your new system, perhaps you could get someone to copy your disc to a memory stick and install from that.
    Brian

  • Terrible Customer Service Experience and Misinformation

    Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home.  According the Verizon website all three services are available.   I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new.  I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th.  Two days ago I called to add some receivers to my order for my additional TVs in my new home.  The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order.  I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th.  I was assured that there would be no change in my installation date.  After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything.  I was then transferred to another representative (who I had to explain my whole situation  to AGAIN).  She assured me that she could help me.  I again indicated that I needed the installation date to be on the 5th.  She added the equipment and proceeded to tell me that the date was pushed out until December 28th.  I objected strongly and insisted that my installation date not change.  After a heated exchange I demanded to speak to a superviser (which was refused).  The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm.  However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it.  Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th.  I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV  - to which I agreed.  Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday. 
    This is completely unacceptable!  Let me sum up the long paragraph above.  I ordered your bundled service for 2 years.  I have been a loyal Verizon customer for MANY years.  You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money).  All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

    NotHappy410 wrote:
    Yes, it is.  Thank you for your help.  You can close this out.
    It was our pleasure to help out getting this taken care of. Anytime you need assistance please make a post so we can assist further.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

  • Horrible Customer Service!  And a 33 month old BB problem continues to exist!

    I have been a Verizon Wireless Customer for over 7 years.  I have been a Blackberry user for even longer.  In November of 2008, I switched my Blackberry World phone for the then new, Blackberry Storm.  I kept my same phone number, had no previous problems with the World phone or any calling issues, etc.  I just thought I might like the latest and greatest.  Almost immediately after getting the Storm, I started getting these strange 1 way audio problems.  When I say 1 way audio, I mean, I could here the other person on the end of the line, but they could no longer here me.  It was strange and it happened infrequently.  After about two weeks of having the storm, I decided that I really did hate not having the qwerty keyboard and so I took the storm back and got the BB Curve.  Again, noticed that I had the same 1 way audio problems and contacted VZW customer service.  After sending me out a new phone and several customer service calls, VZW opened a trouble tickets.  It was never resolved and conveniently closed, with Verizon saying they could not duplicate the problem.  I was not experiencing dropped calls.  I still had full bars, was still connected to the party on the other end of the line and it was happening in a bunch of different places.  I went thru this with the Storm, the Curve, the Tour and the Bold, all with this same sporadic one way audio, all with multiple different Blackberries being sent out to me, because Verizon was sure it was the Blackberry and not them!   Customer service suggested, on many occasions, that I switch my phone number.  WHY???  It didn't happen the first 3 years I had the phone number.  They also, had the audacity to suggest that I switch to a different platform.  HUH???  All of the sudden, I'm the only one in the neighborhood, who cannot have a blackberry phone, because it just no longer works for me????  Numerous tickets were open and no one would ever get back to me.  I couldn't get a VZW Tech to call me back if my life depended on it.  Call with one way audio were hounding me and VZW told me to mark my calls, where this happened.  Did all of that and they still couldn't find the problem.  The one way audio even happened when I was on one of the many calls to a Verizon Tech....yet they still could not "duplicate" my problem.  To this very day, they still have not found a solution.  After many months of dealing with Verizon (or not dealing with them, because they wouldn't call back) and researching new phones, I decided today, to try out an Android platform phone, just to stop the madness.  I called VZW and told them which phone I wanted (I needed something that would have a long battery life, had good reviews, etc) and they told me that I could NOT have the Motorola Android 3, but I would have to take a reconditioned Droid Pro instead.  I explained to them in no uncertain terms, that I was unwilling to pay for this change, as it's been an ongoing issue, that Verizon failed to ever fix or even acknowledge.  While I was getting stuck with a phone that I really don't want, I was completely tired of dealing with these issues, Verizon and my understandably irritated customers.  After the phone order was placed, the Verizon Customer Service guy, tells me that I have to return my Blackberry, within 10 business days or I would be charged for it.  WAIT!!!!  I don't even really want to change to an Android phone, I just want to try one out and see if this is going to give me the same issues as the BB.  Why do I have to return the Blackberry?  And why did Customer Service wait until we were almost finished with the conversation to unleash that little bit of information??  I would have never agreed to getting an Android, should I have known they were going to make me give up my BB too.  No, I don't want the Android phone just to have an Android.  I want Verizon to figure out what is wrong with my phone in the first place, but it's not going to happen!!!!  So, I was really left with no alternative, but to try another phone.  I have never gotten any compensation, in the almost 3 years this problem has been going on.  I have not asked for anything, except for Verizon to fix an issue that is clearly their problem.  We have another Verizon phone in our house and another line somewhere else and we have no problems with the other phones.  I have had at least 10 different blackberries in the last 33 months and all have had the same issue.  Quit blaming the phone VERIZON.  Don't ask your customers to give up their phone numbers and change platforms, all because of your incompetence.  I NEVER write reviews or go into any kind of forums, etc., but I've had it!!  Customer Service ignores the issues.  I didn't even know that any of the tickets were closed, until I called back with a ticket number, only to find out that the issue was unresolved and because of this, they had closed yet another ticket.  To me, the fact they are making me return my Blackberry, just to try out another phone, is beyond comprehension.  To top it all off, at the end of each of the conversations, the guy had the nerve to ask me if all of my needs were met, due to the issue.  Lol!  Yeah, they were all met!  Why ask that question to someone you know that is completely ticked off at you????    

    Pepsio07 wrote:
    I'm sorry, but when does swaping from a Blackberry Bold to an Droid Pro (certified pre-owned) qualify as an upgrade?
    Secondly, I've had my phone number for over 7 years.  It worked just fine for over 3 of those years.  Why should I have to give up my phone number?  It's not only a personal number, but a business number as well.  I have more than worked with Verizon to figure out this problem.  Done way more than my share and for anyone to say that I'm unwilling to work with them is beyond belief.  I have marked every single call that has gone bad.  I have turned off my phone for a period, to see if it was the network.  I have switched Blackberry's numerious times.  Why does everyone just jump to changing a phone number?  Say I did this.  What are they going to do with that phone number?  It goes right back out there for someone else to have.  That's what Verizon told me.  If that's the case and the next person who picks it up has no problem, then it wasn't the phone, or me, or the number.  
    Oh, and Verizon has spent a lot of money trying to fix my problem??  Well, I've spent a ton of money myself, paying for a phone that doesn't work, time and energy switching from Blackberry to Blackberry, and not even mentioning the amount of time I've spent trying to figure out this problem, to no avail!
    If something didn't work for 4 years I would be willing to try something else. Then again I don't run a business from a cell phone..

  • LEAVING VERIZON - Lack of Customer Service Knowledge and Waste of my time

    My son who has his own Verizon account for a year, and was a sub my account from when he was  15, went in on his account and some how was linked to our account.  He was moving and requested a change in service, which changed ours, not his  and it is a mess.  Our service was disconnected, we were given a new phone number and our old number( for 17 years) has been disconnected, our bundle with Directv has been disconnected and I paid through Verizon and now Directv says I am past due!  I call about 6 times, now help just a run around.  I have wasted so much of my time and it has been an inconvience to me and our son son as he had to come out 2 times for a installer to connect his internet and wait for over 2 weeks to get it porcessed.  I am done and over Verizon.  Customer service you call, can't help and only redirect me to other depts.  

    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 in the middle, right at the top 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.
    To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • Customer Service Miscommunication and a large lack of communication and follow through

    I seem to be having a lot of difficulty with Verizon Wireless Customer Service the last few months and am becoming increasingly frustrated. Let me start by saying I have been with Verizon for years, my wife, kids, and in laws all have Verizon, and my Father and Step mother are soon making a decision to move their service over from AT&T.  I may tell them to think again about that.
    October to 2012 we bought my step daughter a basic phone.  She has had a number of problems with it.  It doesn't hold a charge, it restarts or shuts down randomly. They sent her a replacement, and that phone had the same issues.  So we decided we would upgrade to an iPhone for her back in March.  Customer service said her plan was grandfathered in for an early upgrade and she would be eligible in May.  Great, so we waited a couple of months and when we looked into upgrading, the sales rep said she is not eligible until October, no early upgrades are available.  We told him what the CSR said, he said thats not what his system said and he began walking away.  I asked him to please call customer service.  He did, and after 45 minutes on the phone between Customer service and him and then customer service and my wife, it was determined she could upgrade that day, but it would have to be through the phone.  I wish she did it on the phone there so all of this time wouldn't had been wasted, but we had things to do so she said we would call back when in the car.  The sales rep told us to ask about the free promotion Verizon is offering a free 32 GB iPhone 5C.
    We got in the car, called the Customer Service number, talked to a rep who said that line was not eligible until October.  We told him about the entire conversation we just had 5 minutes ago at the store, he just kept insisting we were not eligible.  I asked to speak with a supervisor, he then put us on hold for 45 minutes and then we got disconnected.
    We called back, spoke with another rep, told her about the upgrade, were told once again we were not eligible until October.  Once again we went through the entire conversation from the store, told her about being on the phone an hour and getting disconnected, she said she would look into everything, put us on hold for 15 minutes, came back and said we would be eligible June 30th....not today.  I asked about the Free 32GB 5C, she said that was for "select" customers and she could not offer that to us.  This was now disappointing on a few levels, between the last 2 hours of getting nowhere and now we are not eligible for something others can get, this left a bad taste in my mouth.  She put us on hold for a supervisor.  After going back and forth on being told by multiple reps we could upgrade in May and now being told we can't and not being given any reasons as to why this changes from one person to another, the Supervisor said she would make us eligible to upgrade early that day, but that because it was before 6/30 we could not get the 5C promotion.  We asked if we would be eligible for the promotion if we waited until June 30, she said yes, but we could not get it before then.  We confirmed this 3 times and asked her to put a note in the system so we would not have to go through this again.  She confirmed with me 3 times, we could upgrade that day and pay the discounted price for the 5C, but if we waited until 6/30 we would be eligible for the 32GB 5C at no charge.  This was what we were looking for and were willing to wait.
    The other day I called to confirm that when we walk into the store next Monday-6/30 the notes were in the system, and we would not have any problem getting the promotion.  The rep said we would not be eligible to upgrade for any discounts until October....<sigh>  Went through previous conversations once again, asked for her to please look through the notes, she saw the supervisors note showing we could upgrade at the discount but no mention of the 5C promotion and said Marketing had not "Flagged" us for that promo and we could not get it.  I asked once again to speak to a supervisor, she looked through the account and repeated the same thing about not being flagged but she would send an email to the supervisor that added the notes and find out what was going on.  I asked to be CC'ed so I can have this all in writing, she said yes, and to expect to hear back from someone by the end of the next business day.
    It is  now 4 days later, I have not heard from anybody, I figured today I would look at MY plan and see if I could at least use one of the lines on my account and see if I was eligible for the promotion.  Mind you, last year when I upgraded to the 5S, I was talked into adding my Verizon iPad to it, and instead of going month to month on it, add it to a shared plan, and I would be able to use the line on my iPad to upgrade to a newer phone, he even showed me how to do it myself.  So now when I was looking to do what I was promised I could do, I am not able to do it, it only showed I can upgrade to another tablet only.  I did the online chat and the rep told me that policies can change from day to day without notice.  This does not sit well with me at all.  I get sold to do something based on what the rules are one day, and tomorrow the rules change, this to me is equivalent to Bait & Switch and I now have to question the ethics here.  This also tells me Verizon at this point takes retained customers for granted where my past experience was so much better than it is now.
    Due to the complete lack of communication and simply keeping notes of previous conversations in their system so you don't have to keep explaining yourself over and over and being told different things by every rep I speak to down the line, I am not just back at square one with my step daughters phone, but a step back on what I signed up for on my plan.
    AT&T has a program now that pays the Early Termination Fee and gives full discounts and Promos for new customers.  I may be forced to look into this as it will cost me much less down the line in time and money, and I can use talk and data at the same time.
    All I ask from Verizon is to listen, communicate, follow up and follow through.

    Feel free to sink this, I rang and sorted it.

  • CUSTOM Service - multi Byte character issue

    Hi Experts,
    I wrote a custom Service. What this service is doing, its id reading some data from Database and then generates CSV report. Code is working fine. But if we have multi - byte characters in data, then these characters are not properly shown in report. Given below is my service code :
    byte bytes[] = CustomServiceHelper.getReport(this.m_binder,providerName);
                        DataStreamWrapper wrapper = new DataStreamWrapper();
                        wrapper.m_dataEncoding="UTF-8";
                        wrapper.m_dataType="application/vnd.ms-excel;charset=UTF-8";
                        wrapper.m_clientFileName="Report.csv";
                        wrapper.initWithInputStream(new ByteArrayInputStream(bytes), bytes.length);
                        this.m_service.getHttpImplementor().sendStreamResponse(m_binder, wrapper);
    NOTE - This code is working fine on my local ucm (windows) for multi-byte characters. But When I install this service on our DEV and Staging servers (SOLARIS), then multi-byte characters issue occurs.
    Thanks in Advance..!!
    Edited by: user4884609 on May 17, 2011 4:12 PM

    Please Help

  • Customer service problem and disabled parents

    Hello I was wondering if anyone could offer any clarification or advice on this situation.
    My parents are both disabled, my dad having severe Parkinson and my mum having a variety of problems and mobility issues.
    A couple weeks ago they took a door to door sales man from talk talk up on his offer and signed up with them for his package. ( this wouldn't usually been done without me) Anyway they quit virgin as it was more expensive, but this meant that BT would have to run a line into the house to carry talk talk. So the other day a guy turns up so fit this but we find out that he is not BT as they have sub contracted the work. He completely messes up the work and an actually BT engineer tunrs up the following day who very annoyed and does his best to sort out the problem. After 3 hours he has to leave because of fading light and says that he will be back which is fair enough.
    My dad then discovers that talk talk are not carrying over the same number which causes a huge amount of problems for them as all the different agencies, police, nhs, home help etc have the number which they have had for the past 27 years! As such my dad has to pull out of the contract as talk talk will not budge and my mum cannot deal with the stress of a new number ( I know this may seem insignificant, but for them, particularly in their situation it causes massive issues)
    Anyway as the BT engineer had been really good they contact BT and discuss the situation who offer to sort it out and take out a contract without any additional costs or charges. They then take out the contract and say they they have to contact customer service to arrange connection.
    Well eventually they speak with someone who states that this cannot happen until 29th Nov which isn't great. My dad rings around again and spends an hour or so yesterday getting passed pillar to post trying to speak with someone to sort the situation. I then get a phone call around 2030 last night from a guy called nimhal wanting to speak with me as I have now been put as the point of contact to arrange to bring the date forward as he was aware my parents were disabled. At this point I wasn't aware of the full situation or that all of this had happened so couldn't provide the guy with any info or a order number so as such he couldn't deal with me and asked me to ring back this morning at 9am when they opened.
    So..... went away got all the required info to ring this morning, and I must say I am absolutely disgusted with the customer service. I must have spent almost 2 hours getting put on hold and being transferred, only to be hung up on when I politely asked to speak to a supervisor who apparently would tell me the same thing.  
    Yet again, I rang up (all of which on a mobile as no land line at my parents) explained the situation to a different guy who apologised and was keen to help. After around forty mins of discussion and being on hold he said that he had sent a message to the chap (nimhal) that I spoke to last night, that he was still dealing with it by bringing the date forward and that he would contact me directly. I thought fantastic!
    I then get a phone call from someone else completely who states that it has been brought forward to the 25th. I again explain the situation asking them to take into account and this isn't good enough from the safety aspect of my parents alone. The guy would not listen at all and states that the date has already been changed and cannot be done again.
    My parents are not even going to be in on that day as they are both at hospital!!!!! I asked if I could have a direct number for the British engineer Dept that deal with this or a manager, he refuses and says this does not happen. I then ask him if he could pass my details on for them then to contact me instead, again he says no.
    I have now realised that there is now in fact an actually working bt phone line on behalf of talk talk which has been cancelled. I am not sure why is still rings or works but it does.
    So these are my questions
    1 If there is now a bt phone line which was put in on thursday, why do they have to wait until the 25 to get it sorted?
    2 Can they keep there old number? (as there is a different number on this new line currently)
    I would like to say I have been patient and polite throughout, I am a police officer and fully appreciate that it is not nice to be abused! However I find this unacceptable and all the alarms and call 24etc go through the phone line on thier old number, both of which they have not got so desperately need it sorted.
    Sorry for the long message and the shoddy spelling but I would be eternally grateful for a bit of help on what to do to escalate this.
    Regards
    Dave

    Hi Dave,
    Welcome to the forum, and sorry to hear of all the problems you’ve had with your parents’ phone line.
    If you could send in your details we’ll look into this for you. Our “Contact us” link can be found by clicking on my username under “About me”, top-left of my profile page.
    Stephanie
    Stephanie
    BTCare Community Manager
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Poor customer service with resolving billing issue

    I ported 3 numbers from my AT&T account to Verizon in the Hudson Valley Mall, Kingston , NY. Matt << last name removed to comply with Verizon Wireless Terms of Service >> who is the stores manager and an excellent sales person encouraged us to each get the new iPhone 6. We also got a hotspot and tablet on the same day. He made a big deal about how there were no activation fees, there were mail in rebates and line credits for bringing our lines over on 12/22/14 as I had mentioned that being so close to Christmas I was anxious not to overspend. He wrote down what our bill would be monthly for 3 iPhones, 1 hotspot and 10GB of data inclusive of tax @$172 prior to my signing up. We subsequently added the tablet since he "introduced" it to my 4 year old daughter while we were signing up as being "free if you get it today with mail in rebate" that was going to add an additional $10/month and $11/month for one line with insurance. That brings the bill to roughly $198 - allowing for an additional $5 for tax on those items.
    When I received my first bill there was $70 worth of activation fees and my monthly bill is significantly more than what was marked down for us. I am, what I consider a savvy consumer and asked all of the right questions before committing to your service. I imagined the activation fees were merely an oversight since there had been insurance placed on 2 lines instead of one also. I called customer service to remove the charges erroneously placed on my bill. The agent was happy to remove the insurance but advised me that she'd need to talk to Matt at the store before making further adjustments. (That seemed odd to me, that a company deals with an account on a case by case basis?)I was confident that that would not be a problem as I was certain it was simply an error but the call I received the following day was that the charges could not be removed since activations fees applied to the tablet and hotspot. This was NEVER communicated to me, in fact, it was a selling point that there were none. I did not misunderstand this. I was told by the agent that Matt said if I had any questions or comments that I could address him directly. I sent him a message immediately to which I got no reply and I visited the store and he was miraculously not there.
    I am a brand new customer and am disgusted with the treatment or lack of it, I should say, that I have received. The customer service department is based on passing the buck and leads only to dead ends. Resolving this issue seems of little or no importance to you.
    Message was edited by: Verizon Moderator

    If the activation fees were on your first bill, you did NOT go to a Verizon store. Verizon stores charge activation fees at the point of sale, not on your first bill. 3rd party retailers are not able to charge activation fees at the point of sale, but are instead added to your first bill. Since you did not pay the activation fees at the point of sale, but instead on your first bill, the store was a 3rd party retailer, premium retailer, etc...
    Additionally, while Verizon occasionally waives activation fees they are ALWAYS charged initially, and then refunded within the 1st 2-3 billing cycles. They are NEVER not initially charged but refunded after the fact.
    Finally, pointing out that Verizon took the time to edit your post but not address your situation is similar to saying that a hospital took the time to clean your room when a janitor does so, but did not take the time to perform your surgery as a surgeon and janitor have completely different roles for the company, just as a forum moderator and CS agent have at Verizon. One does not perform the tasks assigned to the other, nor do they necessarily even have the knowledge or authority to do so.

  • Terrible customer service experience and I will leave Verizon ASAP.

    I had the worst experience with Verizon ever . I never had such a unprofessional and humiliating experience before... I got an email from Verizon saying they will upgrade my plan free of charge and no need any action since I m loyal customer. After couple days my plan did not change and I had to call Verizon. They customer service Rep told me That Verizon made a mistake(?) and send me a wrong email. She read the email and confirmed that Verizon telling at the  email that they will upgrade my plan "free of charge" clearly. since I have been informed by Verizon that my plan will be upgraded free of charge by mistake or not, I asked her that Verizon should stand behind their email and honer me upgrading my plan. She said she wont do this. I was trying to explain why they should honer me,  she told me "shut up". I got so up sad and asked her to transfer me to cancellation department. she said she is the cancellation department supervisor and " tell me your number I will cancel your line". I got shocked and decided to stop this conversation. Next day I called Verizon again to talk another Rep.I explained him my situation. I forwarded the email Verizon sent  to me to him. After he read the email he said" definitely you are right, email says my plan will be upgraded and if he were in my situation he would do the same thing and ask Verizon to honer him. He said he ll elevate my complain to higher manger, and I will get a phone call in 24 hours. Guess what?? i never got  a phone call. Lucky I had the email address of him. and emailed him about what happened,He said he will call me in a min.. Guess what? he did not call me .. I sent him couple emails asking him to call me. After an hour he had to call me and he said I m not going to get upgrade you plan . Clearly he never got my complain to the upper management . He denied the phone conversation between us the previous day. ( I know Verizon record all the phone conversation). After another an hour unproductive phone call , he said somebody from upper management will call me tomorrow morning. I never get any phone call. I do have names of both Rep.  I m really so angry to Verizon I have been their customer for a long time including Fios. I will cancel my line and go to T-Mobile or At&T. Also I will carry this case to  Bureau of Consumer Protection. I suggest everybody switch to another provider ASAP

    Well besides your lack of paragraphs making you rant very hard to read, exactly what kind of "upgrade" were they talking about? And no I'm not switching to another carrier just because you have issues with Verizon. Was that the whole point of your rant to get people to switch? Like you're some pied piper and you're going to "get back" at Verizon by helping them lose customers? As if that was going to work and even if a few people left because some stranger on a messagebaord told them too because of HIS issues like that will matter at all to Verizon.

  • Poor Service Experience and pending issue needs resolution

    Terrible Customer Service Experience: Starting on 1/14 when I called the Dbulin, OH location I was met with rude and uncaring customer service personnel: Dashawnaa, Daniel and Brian.  Most recently Brian placed me on hold without allowing me to talk and I have been on hold for 15 minutes without him getting back on the line (he said it would be 5 minutes).  All in I have spent almost 2 hours on the phone today!   I found an issue with my bill that goes back 2 years for a service I never 'Authorized' but was told I was ignorant about my bill and that I did 'Authorize' it despite the simple fact that I NEVER 'Authorized' the service.    I plan on leaving Verizon as soon as possible if not sooner if I don't get some help on this.  In the end it is between $80-85 I am looking for a correction on my bill for two applications I did NOT authorize.   Feedback will be filed anywhere possible to warn others of the poor service!

    Here's a reply from Upender,
    Here's a reply from Upender,
    Here's a reply from Upender,
    You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
    Here's a reply from Upender,
    You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
    Here's a reply from Upender,
    You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
    My sincere apologies for making the mistake of buying an HP product, even worse, I am goling to make a mistake of Dragging HP to the Consuymer Court and to add to that I am going to add a bigger mistake of

  • I was hung up on by a customer service representative and am sitting here with no one to help me

    I was hung up on by a customer service representative after waiting 43 minutes. I am sitting here with no one to help me. There is not even an email to contact anyone with my comolaint

    I was hung up on two times in a row today, a few seconds after I told them I had a problem with my purchase history. They charged me 18 bucks when they should have charged me 2 bucks. I had an 18 buck purchase half a year ago, but a couple days ago I only bought 2 songs. I was hung up on 2 times in a row, back to back, right after I mentioned what had happened. I don't think it was a dropped call! It's really starting to **** me off. I am about to remove all my ccard info and get rid of everything apple on my computer.
    They are so big that they can stomp on the little guy like me and I can't do anything about it. If they are going to charge my card for whatever price they want, then screw them!

  • Poor Customer Service, Phones, and Edge

    Hello.
     I just wanted to make another official complaint about Verizon Wireless customer service.  
    I have been using a phone that i received from Verizon as a warranty replacement that was suppose to be "Like New".  This was the last of many phones that i was given that where "Like New" but broken when i received it.  And even this one was suffering from problems, like a poor quality camera that tints everything rose in color, and a faulty proximity sensor.  I ended up keeping this one b/c i was so frustrated with setting up each phone after i received it, then having to return it again.  I figure i could bit my tongue and wait a few more months to upgrade completely to a new phone.
    Normally after a year with a phone, I would pay the annual upgrade fee and get a brand new phone that would last me about a year before it broke and I could use the annual upgrade to a new one.  This system worked out PERFECT for me, but Verizon policy makers decided to get rid of that awesome option.   Then they took away the early upgrade that allowed me to get a new phone a few months before my contract expired.  Without any warning.  I understand it was a courtesy and they didn't have to tell customers.  But it was still something i was looking forward to since my phone and all the replacements from Verizon where broken.  And I feel that they could have honored that option until I signed a new contract.
    So after all my normal options to upgrade my broken phone (other then buying a full price phone) had been removed by Verizon, I received an email that i could upgrade to the Edge plan and get a new phone early.
    Great!  but my previous research into edge looked like a terrible financial deal for customers.  The idea of paying the full price of a phone over a 2 year period while receiving no discount to the service plan (that includes a premium to subsidize a phone over 2 years) is like paying for a phone twice!  What kind of deal/plan is that?  Again, the policy makers are making things worse for their customers.
    I did notice later, after initially ignoring the Edge offer, that Verizon was now giving a discount on the service plan to Edge users.  Even tho i don't think a 10$ discount completely makes up the premium Verizon added into the plan for the subsidized phone it was enough for me to consider making the change.  As this is the only way for me to receive a new phone every year at about the point the life of the phone has reached its limits.So today I walked into an Verizon Wireless store to take advantage of the offer to upgrade to Verizon Edge.  After waiting 20 minutes to be helped I left almost immediately after talking to a Verizon employee. 
    He told me that i would have to turn in my current phone!   That is absurd. My contract ends in 2 weeks.  I have paid 2 years worth of subsidized payments.  I have paid for my phone.  I should not have to turn it in when beginning a new contract/plan.  And again, the policy makers at Verizon find a fun new way to not care about their longtime customers.
    Unfortunately there are still a few things I like at Verizon; like the quality of their cell service and network speed.  I'm sure i'll run into problems with another wireless provider, but I'm getting closer and closer to trying out a new company and hoping the evil I don't know is a little better then the evil i do know.
    There is no need to respond to this email especially with the typical 'Verizon scripted sympathy.'  I just felt the need to voice my opinion and hope that someone that can effect policy and cares for making their customers happy will see this and make an effort to turn things around at Verizon.
    Thank you for taking the time to read this and forwarding it up the chain of command.
    Adam
    P.S.  Where have the emails to Verizon Customer Service gone?  I would rather send this email directly to a Verizon, instead of hoping someone from Verizon sees this message...
    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

        AdamPetrasek,
    I am sorry you feel this way about out customer service. We want to leave you a good taste in your mouth after every experience. The Edge is a great offer for those, such as myself, that like to keep up to date with the latest and greatest devices. I know the thought of turning in your previous device can be troublesome but it does provide you with the opportunity to take advantage of our great Edge program. I see you mentioned the $10 discount towards the plan if you participate in our Edge program. There is also an option to receive a $20 discount towards our More Everything plan if you have 10GB or higher. If you have any concerns or questions regarding the Edge program we would be happy to further assist you.
    LindseyT_VZW
    Follow us on Twitter @VZWSupport

Maybe you are looking for