Customer support - response t

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What do you consider the acceptable time for email response from creative. One day, two days a week? Please let me know as I cant be the only one with problems.

NDIB,
Did you get an automated reply mail back after posting to support? If not, probably your mail did not get through to them. If yes, you will need to reply back to them using the automated reply as quoted from the bottom of the mail.
'If the problem persists or the issue experienced is unrelated to the above solutions, please reply to this e-mail and a customer support advisor will assist you further.'
Jason

Similar Messages

  • Customer support response ti

    I've sent an email concerning returning my micro for repair, and after submitting they state that they will reply within working day, it has been 3, how long should I wait before trying to contact them again?
    how long have other people had to wait for a response?

    well, just for refernece i sent the email from the email support page and on the confirmation email they sent me it is from [email][email protected]][email protected][/url],
    but i'm still waiting for a reply in person
    i sent it in english so i don't see a problem there.
    i mentioned this http://forums.creative.com/creativel...d=34806#M34806, i don't really think this should cause a delay in contacting me
    thanks Cat and SSR

  • Worst ever Customer support in my life

    Hello Team,
    My Name is Anish Mathew and you can reach at my number xxxxxxxxxxx).I would like to report one of the worst customer support I have ever experienced in my life. I am not sure which email address I should be sending this,so marked on all addresses I got from the internet. Please forward this to the right people as I didn't find any escalation point.
    The story begins around last week of June 2013 when my laptop(Lenovo thinkpad edge xxxxxxxxx doesn't detect my battery. Since it was out of warranty I went ahead and bought a new Lenovo genuine battery thinking that my battery is corrupt. But the laptop didn't detect the new battery. As a next step I reached out at one of your Authorized service center in Bangalore below.
    Caddons Computer Services
    No.3350, KR Road,
    BSK II stage,Bengaluru-560070
    Tel-26762986/87/88
    As per the call with the technician I took my laptop to the service center. The initial response itself was pathetic. The problems seems like the chip that is supposed to detect the battery is no longer working. As per Lenovo we cant replace the chip instead we need to replace the Mother board which would cost me 14k. Rahul told me that he will extend the warranty and get the mother board replaced under warranty which would cost me 8k. We agreed this and gave the laptop on 29th June 2013.Attached is the service report copy with the dates for your reference.
    Guys Today is 21st Feb 2014 and you know what still nothing has happened. Wont you get frustrated?. Since today I would have made like 100 calls atleast 1 in a week. Every time I call they would say " we will get back to you sir" and thats it. Today when I called Rahul he says Sir be patient it seems. Are you joking?. I have been showing patience for the last 8 months and in a couple of months we will celebrate 1 year(Anniversary). What would you expect me to do at this point?.I will never ever recommend a Lenovo product to a anybody that I know.Please close such pathetic service centers which frustrates your customers. I need an answer ASAP or planning to go to consumer court for Justice. I still expect positive outcome.
    Moderator Note; private information, name of associate, s/n & picture showing s/n edited for member's & others' protection

    Your complaint is with the computer store that you took the computer to.  Go back to the store in person and get your computer back.  They've had it long enough for you to know they are never going to fix it.  Then call the Lenovo customer service number on this website (for India) and work with them. 
    This is a user forum, not a Lenovo customer service forum.  By all means take the computer store to court (if the Indian court system is anything like the US system, you are wasting your time), but they are not lenovo..
    Keith
    Formerly 600E 2645, T30 2366, X31 2673, T40 2373, T41 2379, T42 2373, T42 2379, T60 1952, T61p 8889, T61p 8891
    Currently T420 4177-CTO, T430 2347-A54, T430 2349-L64, T430 2347-UN9, T430 2342-CTR, Ideapad K1, H520S 2561-1LU

  • Absolute WORST customer support - lied to and ignored

    I have never received worse customer support from a company.
    About a month ago I downloaded the trial for Adobe Media Server 5 as we had been running FCS 1.5 for a long time and decided it was time to update.
    The trial worked well for my custom application, and I was contacted by an Adobe Sales Rep during the trial period.
    I chatted with her on the phone and she assured me that the ONLY difference between AMS 5 Standard and AMS 5 Professional (besided an additional $1000 price tag) was that AMS 5 Professional had IP multicasting, which is functionality we did not need (this was misinformation #1). She assured me there would be educational pricing (as I work at a University).
    I received a link to the regular store, and when I inquired about it I was told there was no education pricing for AMS 5 (misinformation #2).
    So based on the advice of the representative, we purchased the standard edition - purchasing here takes multiple signatures and a few weeks of time. When we finally got AMS 5 standard, I installed it and.. lo and behold my application did not work - but it worked when I removed the serial # from the server. After a ridiculous amount of digging and reading the logs, I found that AMS standard does not support custom applications. I had been misinformed by the sales representative.
    I then contacted support - that took about 1.5 hours for them to get back to me, and then when I picked up the phone (using the callback service) it took another 10 minutes for someone to pick up! I had to give my information 3 separate times to 3 separate staff before I was transferred to the proper department. I spoke to someone on the AMS sales team and told them I had been misinformed by a representative about my purchase, and now I will not be able to make my deadline so I was hoping there was some way this could be fixed. They asked for the name of the representative and mentioned they would speak to them and and get back to me.
    The original sales representative got back to me and I spoke with her and she insisted that I was incorrect and that she specifically mentioned custom apps. I said that was not the case and if possible, could we review the phone call recording for accuracy? She said that would take some time. I said considering this was Adobe's mistake, would it be possible to upgrade my version? She said they do not do that anymore and that the best they could do was a refund. I explained that my deadline was looming and that I would not be able to purchase a new verison in time. She said there was nothing she could do, so I asked to speak to the manager. The manager e-mailed my asking for my phone number, and then never called me. So 2 hours later I sent the following e-mail:
    Hi [Manager],
    I am still anticipating your call today before 4:00 pm PST. I had asked that my original phone conversation recording be reviewed for accuracy. The resolution of this issue is time sensitive so please call as soon as possible.
    Cheers,
    [Me]
    and I received this in response.
    Hi [Me],
    My calendar is tied up today. I will call you first thing tomorrow morning.
    Also wanted to let you know that we do not record calls.
    Thanks,
    [Manager]
    Okay, a call centre that doesn't record calls - really? That's 3 pieces of conflicting information now. Then (admittedly) I got a bit angry:
    I keep getting different information from each person and it has wasted a significant amount of my time. On the phone I was told we could review the recording of the call, now I am told that you don't record the calls. I was told there was educational pricing, then I find there is not educational pricing. I was told that the only difference between the versions was IP multicasting which led me to purchase the standard version, then I had to find out on my own that that was not the case. I would like Adobe to take responsibility for their mistakes and misinformation. I would like an upgrade to the professional version. If you are not authorized to do that, please put me in contact with someone who can.
    And guess what? Nothing. So I sent another e-mail.
    Hi [Manager],
    Is there any reason why I have not gotten a phone call or e-mail response?
    Thanks,
    [Me]
    I got this back:
    I just called and left you a VM.
    Will try to connect with you later today.
    Thanks,
    [Manager]
    And I haven't heard from them since. The deadline was today, now I have no server, no running application, and am totally hooped. We have PO in for the pro version, but that won't be processed for probably another week. I have mailed the manager back and the sales rep letting them know I'll be following up on the issue, but I doubt I will get any repsonse from them either and I have no clue where to even direct my inquiry...
    So, thanks Adobe, for providing the wrong purchasing advice, blaming it on me, giving me the runaround and ignoring me. I guess companies no longer really care about their customers, just the bottom line.

    Well, it's now end-of-day on the 10th.
    After sending e-mails to the 2 parties above telling them I would be following up, I got a follow up late last Friday with someone who claimed to be getting a temporary serial key, only then to tell me afterwards that it was not possible.
    Monday, my support ticket was closed with no explanation. I reopened it.
    I have had someone PM me on the forums yesterday, telling me a senior agent would contact me. They haven't.
    So, the nightmare continues I suppose. I'll keep updating this until it gets resolved.

  • Customer support - how do I get them to talk to

    I have a problem with my zen nano plus - it keeps losing its display. I bought it last September but have only been using it since November as Amazon delayed shipping it. Whatever its still under warranty.
    I first started e-mailing Customer Support early in June and they were very helpful but all the ideas they suggested simply did not work . Eventually I think they accepted that. About a fortnight ago I got a message which asked for more information , but which also gave me the impression that they may be intending to deli'ver a replacement or at least an envelope to return my faulty machine in. On the other hand it may be that the information I provided was insufficient.
    Since then I have heard nothing and they have not responded to my E mails asking for a response or at least an acknowledgement of my reply.
    So I am sending this in the hope that someone in their customer support will read it and e mail me with an update or send me a telephone number so I can speak to a human being!

    As long as the application is in the Applications folder and its permissions are not restricted to you, your husband can use the application from his account unless his is a managed account. If he has an admin account then he should have open access unless the application's permissions are wrong. This may happen if an application is installed by drag and drop instead of with a proper installer. In the former case the application takes on permissions for the user who installed it.
    A properly installed application in the Applications folder should have these permissions:
    Owner=system with r/w privileges
    Group=admin with r/w privileges
    Other with read-only privileges
    You can check and change these by selecting the application and pressing COMMAND-I to open the Get Info window. The information is in the Ownership and Permissions pane of the window. To make changes you need to click on the little lock icon and authenticate with your admin password.

  • Complaints for iPad 2/Customer Support

    Please bear with me, I am new and extremely dissatisfied/frustratedwith Apple’s hardware, software and customer support.
    I received my apple iPad 2 the day before yesterday (orderedthrough AAFES).  I am abroad working inKuwait with the military.  I charged thedevice (of course with the supplied charger and cable), plugged it into mylaptop, which has the most recent iTunes, registered my product and powered iton.  After less than a minute of checkingthe device I noticed a dead (not misfired, but dead) pixel.  My first reactive step was to reset the ipad,hoping that would help.  Reset was successful, but did not correct the dead pixel. I then connected to the net through my wifi router and d/l a couple basecolor photos to see if this would show some reaction from the pixel, the pixeldid not change… it’s dead.
    I took the iPad 2 to the nearest distributor in Kuwait.  The representative verified that it was adead pixel and notified me that Kuwait doesn’t “officially” support iPad 2 yetand that they have just gained the support for iPad 1 and that I must contactApple in the States.
    I went through the motions and attempted to do an RMA through the net… BUT, Apple will not mail a device to an APO (their reasoninghad something to do with signature confirmation not being available at APO…which I know as a fact is bogus because I work for the APO and yes, we sign forALL accountable items… delivery confirmation, insured, certified and registeredmail on the PS Form 3883 and when a customer picks up their parcel, they sign aPS Form 3849, so please Apple, get your information straight!).  So because of this dilemma, I had to call thecustomer service center.
    Luckily I have VOIP because it’s roughly $1 to $2 a minuteto call the US from Kuwait (no, 800 numbers aren’t toll free for internationalcalls, just in case anyone did not know that). The representative was kind and curious, so no complaint with himpersonally.  He asked me to go to a localstore, I filled him in on all the steps I took and asked if I can just ship itto a service center and if they could send me a shipping label (yes, Apple,good customer service departments actually DO pay for a shipping label), he putme on hold to see if he could get approval from senior officer, I mean seniorsupport specialist (I’m guessing it was a “lead” and not a “supervisor”).  He told me that was a no go.  He asked when I would be in America on leave…this is not an option for me in my position. The ONLY option he could give me was for me to ship my device to a friend/familymember, have them go to a retail store, have them “test” the device, then havemy family member/friend ship it back to me. This is very very very problematic for me for soooo many reasons.  First off, it seemed as though, through hisvoice/tone that they would not replace my item with a new item… meaning, theywould repair the BRAND NEW LEMON for me. Second thing is, my only point of contact, my mother, is inFayetteville/Ft. Bragg, North Carolina. The rep told me that the nearest service center is in Raleigh, NorthCarolina.  That is about a two hourdrive, or course depending on traffic; meaning my mom, would have to dedicate aminimum of 4 hours driving.  Next issueis economics, gas is not cheap, and my mom drives a (constant) 4x4 FordExplorer… $$$.  Not Apple’s fault, Iknow.  Next thing is, if they arerepairing the device, how long would that take? She would probably have to drop it off and pick it up later on in theweek.  That now puts us to 8 hours of traveltime, and pretty much two days out of my mom’s schedule.  And the last issue would be, I should now berequired to keep a LEMON.  I want a brandnew, fully functional device, THAT is what I paid for.
    How can a company which, according to its June earningsreport, has $76.2 billion in cash and marketable securities treat theirconsumers in such a fashion??? (According to the latest statement from the US Treasury, the governmenthas a cash balance of $73.8 billion, as of Wednesday, FYI.)  This is total and utter bullsh*t.
    I will next rant about my hates about their software; I mustremind you that I’m a newb to iTunes and supporting software (I own a coupleiPod classics and had an iPhone 1, but the software continues to mutate).
    The iPad 2 Safari browser will not natively allow one todownload… anything.  But for $5 you cango ahead and pay Apple $5 to buy their Safari downloader.
    In order to download “FREE” apps from iTunes, you MUST enter your creditinformation… Apple has two work-arounds for this, you can BUY an iTunes prepaidcard… um, guys, please define to me the word, FREE; next (as the rep told me onthe phone) I can register with my credit card, and delete it out later on…hmmmmm I bet it is still saved on the server. Anyone know what just happened to Sony’s network recently?  Yeah, I’m wondering about the legality ofthis, but I’m not a lawyer and US e-laws are about 20 years out dated anyways.
    As I said earlier, I reset my device, from the device.  I tried to do this again, and it would justhang on the black screen with the apple logo and a non-responsive statusbar.  So I tried to reset through iTunes.  You can’t just reset the device,you are REQUIRED to have an internet connection and download the newestsoftware.  This is fine if you’re always plugged in, I might not even complain if I was in the US right now… but torequire that is ridiculous… not to mention, if one were to have their device jailbroken (yup, Apple, you lost in court, so deal with it… not just in America,America took a long time to finally tell you that, MULTIPLE countries sewed you and found your tactics unlawful); this makes it difficult to use you free,non-big-brother approved software.
    You cannot natively test your video, audio or microphone quality.  Wow, you guys could at leastload an Apple commercial on your device so someone could watch and listen toit.  So I have to d/l skype just to testmy microphone (I’m sure there are many other programs, but the fact that I haveto go out of my way just to make sure the device works, is just, wow, non-expletivesjust can’t explain it).
    And last, and probably least, they could have put a couple songs, videos, pictures or games on there. Not a big deal, but if this is supposed to be such an awesome device,Apple, show it off, don’t just advertise and trick the end users into believingthat they will have a nifty device right out of the box.  Do you other users actually pay the extracouple hundred dollars for your programs like Apple wants?.. or are you alljail breaking and unlocking?
    I’m sorry to all you die hard Apple lovers if you areoffended, and I’m sorry if I’m naïve or maybe a little ignorant to the “Appleway of life,” but if Microsoft did this, everyone would flip out.  Heck, they got sued for adding extra stuff totheir OS; but, it’s ok for Apple to make their devices so minimalistic that it’shardly better than a word processor with web browsing capability and a couplecameras?  I like my Kindle a lot more, it’san ebook, advertised as an ebook, works as an ebook, and they added some cool extras like text to voice and web browsing.
    Ok, I’m done for now. Can anyone please give me some information on how I can get this POS replaced with a brand new, in the box, sealed and fully functional (lol, well,as functional as the iPad 2’s come, out of the box)?  If not, how can I spread my complaint as farand wide as possible?  And with that,does anyone know the buyer’s remorse policy on electronics?  (oh, AAFES won’t give one ounce of supportfor Apple products, normally they would give a 15 day, but for Apple, becausethere have been SO MANY issues, they no longer assist, as a matter of fact,when you buy an Apple device from them, you have to sign a paper saying thatyou understand that if the device is defective or inoperable in any way, thatyou will not ask AAFES for help… at least in the local PX’s here.)
    PS I appologize for the typoeees, I cut and pasted all this and for some reason it smushed some of the words together.

    I’m not quite sure what you’re referencing as“misinformation” or “ridiculous statements,”
    I was referring to these:
    The iPad 2 Safari browser will not natively allow one todownload… anything.
    Not true. It can download PDFs and Images. iOS apps are downloaded through the AppStore. But not allowing you to download just any old files is what keeps iOS free of viruses and malware. It's a security feature.
    pay Apple $5 to buy their Safari downloader.
    Not true. Apple does not make and charge for any Safari Downloader app.
    In order to download “FREE” apps from iTunes, you MUST enter your creditinformation…
    Not true, as the link posted above proves.
    So I tried to reset through iTunes.
    No you didn't. You can't reset the device through iTunes. You can restore it, which means re-installing the OS, which of course requires an internet connection to download it.
    if one were to have their device jailbroken (yup, Apple, you lost in court, so deal with it…
    Not true. Apple didn't lose anything in court. They never even went to court. It was the Copyright Office.
    MULTIPLE countries sued you and found your tactics unlawful
    Not true. No countries have sued Apple.
    You cannot natively test your video, audio or microphone quality.
    Not true. iPad is designed to be synced with iTunes, which is where your music and video is stored. The AppStore has many easily downloadable free apps that use the microphone. Videos and music can both very easily be played in the web browser.
    they could have put a couple songs, videos, pictures or games on there.
    Why? Your iTunes Library should already have songs and videos in. Pictures are easily obtainable, and so are many free games. People would complain like crazy if Apple put loads of crap nobody asked for on their iPad from new like you get on a Windows PC.
    don’t just advertise and trick the end users into believing that they will have a nifty device right out of the box.
    The iPad does everything it is advertised as doing right out of the box. But you will need videos, music and games to put on it. Same as a CD player plays CDs out of the box, but you need CDs to play on it. A car will take you on journeys, but you need gas to put in it.
    Do you other users actually pay the extra couple hundred dollars for your programs like Apple wants?.
    Of course people buy apps for their devices. There are hundreds of thousands of apps available. You expect Apple to provide you with every app ever made for free, pre-installed? Get real! People also buy applications for computers and other electronic devices, like they buy CDs for their CD player, DVDs for their DVD player. Nobody expects the manufacturers to provide them for free.
    it’s ok for Apple to make their devices so minimalistic that it’s hardly better than a word processor with web browsing capability and a couple cameras?
    If you had read reviews of the iPad and read the product info pages on Apple's website, you would've known EXACTLY what the iPad comes with in terms of hardware and software. It's all there in black and white.
    I like my Kindle a lot more, it’s an ebook, advertised as an ebook, works as an ebook
    The iPad does everything exactly as advertised - if it didn't, Apple would be in trouble with advertising regulators all over the world. Millions of people like the iPad, but if you prefer the Kindle, why buy an iPad? That makes no sense at all.
    I have seen and read dozens upon dozens of reviews on the iPad and iPad 2…
    Hmmm... somehow I doubt it. If you had, there is absolutely no way you could've had so much misinformation and misconceptions about what the iPad is, does, and comes with.

  • RIDICULOUS customer support and invoice due to fraud - Still not resolved since April

    I am posting my story from the past 9 and a half months here only because I’ve tried many many other ways to get in touch with Verizon about issuing a billing credit but have received TERRIBLE customer service during this entire time.  I am now trying any other means possible to get in touch with the proper people at Verizon to get this matter resolved.  It is a very long story, but this has been our life since April.
    Beginning in April, we received a couple emails stating that there had been a change on our wireless account.  Thinking nothing of it, we continued on until the three phones on our account started getting shut off.  Calling Verizon, they stated that there were indeed changes made to our account and they shut our phones off to prevent any future changes.  We had to cancel our online MyVerizon account to prevent hacking into the account to make changes.
    Weeks went by with our phones being turned off for days at a time and the fraudulent international minutes starting to rack up.  Every time we called customer service, they would ask us if we were making the hundreds and hundreds of minutes of calls to and from Jamaica and Cuba – no, we only make less than 50 minutes of calls a month. They would eventually turn our phones back on but it would never be fixed.
    After many weeks, approximately 30-40 hours spent on the phone with tech and customer support, wasting a day of vacation to work on this problem in a Verizon store, approximately 5,000 fraudulent international minutes, and a $10,725.48 bill for April (YES almost 11 THOUSAND DOLLARS), the problem was finally solved.  The final outcome was to credit back all the fraudulent charges on the next bill, and I demanded 6 months free service because of all the inconvenience we had to deal with.
    During the next bill, there was a credit balance of $1,029.44, which made sense to me because our monthly bill is between $150-$160, plus about half a month of having our phones shut off.  After our normal monthly charges, the May bill had a credit balance of $871.55.  The June bill was fine.  The July bill was fine.  The August bill was fine – a $414.26 credit balance with the words “DO NOT PAY” next to the balance.  The September bill is when it hit the fan again.
    On the September bill, there were $986.02 of “Other Charges”, mainly state sales tax and the Federal Universal Surcharge.  $838.08 of it was specifically on the one line that only has a $9.99 monthly access charge.  Does $838.08 of sales taxes and surcharges on a $9.99 monthly charge make sense to anyone?
    I called on October 10th– the person who I spoke with said they would ‘research’ it and call me back by 4:00 that day.  Never did.  I called back on 10/22 said they agreed with me that $986.02 of “Other Charges” does not make sense.  He was able to credit back those charges, but they would not appear until the next bill and it should still leave a $261.10 credit balance.
    Then the October bill came in the mail with no credits issued. I called on 11/12 and found out that the supervisor from the last person who said the amounts should be credited back would call me by 11/14, but they would push them to call me on the 12th instead.  Never called back on the 12th.  Never called back on the 14th.  That’s when our phones were shut off again because of non-payment.
    I called back on 11/14 and was transferred from customer service, to fraud, to customer service, to billing, to fraud, to financial services, to customer service.  Finally the last person I spoke with said it was a billing issue and she would fill out the necessary paperwork to get the charges reversed and our phones turned back on. The credits should appear on our next bill (where have I heard that before).  And she even gave me her email address so we could follow up with each other.
    The November bill had arrived and on it there was now a $1,059.65 balance due!  Again, messages were received demanding payment.  I reached out to the last person via email on November 25, November 26, November 27, December 4, December 9, and December 16.  I am not surprised that I have never received a response from them.
    I called customer service on 12/3 where the person submitted all my information into fraud to have them investigate.  She then gave me a ticket number and stated I needed to call fraud. I called fraud on the afternoon of 12/3 and was on hold for over an hour with no one picking up.  I called back on 12/4 and fraud stated they cannot give billing credits, so I was transferred to financial services, who said they only accept payments.  Then I was transferred to customer service.  That person agreed that something was wrong and would ‘research’ it and call me back the next day –they never did.
    I called customer service on 12/10 and they said it is a fraud issue – that the sales taxes from the $10,725.48 bill back in April finally caught up and were billed on September’s bill.  I asked why I would be liable for sales taxes on an invoice I was NOT liable for? They said since it was a fraud issue, I would have to speak with them.  So I was then transferred to fraud, who said they would need to research it and call me back later in the day.  Of course, they never called back.
    Once our phones were shut off again for non-payment, I called back on 12/11, demanding to speak with a supervisor of a department who could issue credits.  I again was transferred 9 times between customer service, financial services, billing, fraud, and back again.  I did learn that the bill was so high because we haven’t made any payments in the months after the fraud.  I said that we were promised 6 months free, and there was a credit balance, and that our bills, with the credit balance, said “DO NOT PAY” on them, why would I make a payment?  No one could explain, other that our bill is so high because we haven’t made a payment.
    Finally, on 12/11 I was able to speak with a young woman who again said she submitted paperwork to the billing department to have them look at it. The process would take 24-48 hours. She also gave me her email address, and she’s been very responsive to my inquiries regarding the status, even though there have been no status updates.  On 12/16 I spoke with her again and she said she hasn’t heard back yet, but at least she was able to turn our phones back on.
    On 12/16, my wife visited a Verizon store in hopes that an actual human may be able to help.  The representative in the store called customer service and received the same run around and was bounced around to several different people.  My wife then got on the line with a helpful customer service rep (I believe the same rep who has at least been responding to my emails, although she cannot resolve the matter).  This woman at least found out that the original over credit was for international taxes that would come at a later, unknown date.  This was never told to us and thought it was the 6 month credit of service we demanded and hence, have not paid Verizon since the credit was applied in May (with the words "DO NOT PAY" written on each bill).  My wife then spoke with someone in "customer relations" who offered only $150 to resolve this $1,000 issue.  After stating we wouldn’t accept anything less than the full amount, she then gave the name and number of a customer service manager.  The manager returned my wife's call promptly but argued that nothing could be done because we have not paid our bill in 7 months.  She would not listen to history of what has taken place and would not accept our offer to pay December's bill for our normal monthly service and then continue forward.  That phone call was disconnected at 4:30PM EST on 12/16.  Four voicemails have been left for her and as of 12/17 at 1:30PM EST, none have been returned and the "manager's" name is no longer on the voicemail box for that phone number, when it was on the first attempts to reach her.
    We are giving until 12/20 to settle this issue.  I see two options:  1.)We will take our money and sign up with a different carrier. Verizon will not receive payment for the amount that is said to be owed, since we do not owe this money, and we will go to the state attorney general.  Or 2.) Our account can be credited, this issue settled, and we will continue to be happy customers, who pay on time, in full, every month, dating back more than a decade.  This, again, has taken an astronomical amount of time and energy to try and settle this.  We really should be receiving another 6 months free service.

    Take verizon to small claims court, do it now. Pay the small court fee and take them to court.
    You must also write a certified return receipt letter to Verizon's remittance address and dispute all the amounts in question.
    Get all your paperwork together and names places and dates of contact, see the judge. Its that simple.
    Don't even bother jumping through hoops with verizon wireless. But do as I told you to protect yourself and your rights and your credit. Verizon has to answer court summons. Let them come to you. Let them contact you and settle.
    I doubt you will get six months free. But hey it doesn't hurt to try.
    Good Luck

  • Lack of customer support follow up.

    I am facing a very large overage bill. I have called in 3 times to speak to customer service about it, have been promised follow ups 3 times, and never received a call back. 1st and 2nd occurrence were to be once monthly bill was processed. After no response for a month after bill cycle and I received my extremely large bill I called in again. This last occurrence I was promised a call back from a level 2 supervisor within 48 hours. This was a week ago.

    Update. After 4 calls to "customer support" and not getting a single follow up, I chose the billing option instead. Surprisingly, the rep was great. He started turning my experience with VZW around. Through other means I was able to speak to someone in a higher office, and at this point I am a happy customer. I still have some questions, but I understand why they can't answer them, and realize that the burden of proof falls on me. I find that unfortunate through. Your average consumer of this product is not going to have the know-how to trace and capture the traffic, and why should they? While they did make it right for me, this was a hard battle, and I still feel like I have to be on-guard constantly.

  • Lied to by customer support; disappointed in Verizon

    This is just to get the story out there, at this point I've talked to 4 reps and 3 supervisors I can't handle fighting with them anymore. I've just given up on winning the argument but I did feel I'd share this story I hope none of you ever have a similar experience.
    I've been wanting a new phone I've been using the same old worn down Droid X for a few years and I just felt it was time to get a new one, I have been looking over the phones trying to figure out which would be the one for me and then by chance the other day the new DNA caught my eye and I loved the phone I knew it was the one for me.
    I checked my account and I'm not eligible for an upgrade for another 7 weeks but I figured what the heck I'll call customer support and ask about it. I spoke to a rep and explained everything to her she went over my account with me and after putting me on hold for a few minutes to speak to her supervisor came back and told me that she was very happy to inform me they would go ahead and push my upgrade up the couple weeks. She told me it would go into the system that night and as of today I'd be eligible for the upgrade. Now mind you we went over exactly which phone I wanted it was not a vague conversation where I told her I just wanted an upgrade I was very specific in which phone I was after and she ranted about how great the DNA was and how much I'd love it so we were very clear on this matter.
    I purchased a case for the phone and had it shipped overnight so it would be here today and I planned on going down to the local Verizon store to get my phone. I check my account today and notice my upgrade date hasn't changed, I figured I better follow up before going to the store. 2 hours, 4 reps, and 3 supervisors later I still get the same tale over and over. The rep from yesterday lied to me and had no authority to tell me she could give me the upgrade that they can't do an early upgrade for that phone and sorry there is nothing they can do.
    I really am disappointed and a little hurt I feel blatantly lied to and like they don't really care that much about it, no real effort was made to accommodate the matter other then asking if I was interested in a different phone we could take a look at and a few half sincere feeling apologies.
    It wasn't about the phone I'm not that upset over the phone I'm just upset I was lied to that I was excited about this all and felt I was promised something and then they turned around and just yanked it away I've been 100% satisfied and a happy member of the Verizon family until now and at this point I don't know what I think of Verizon other then I've lost a lot of confidence in them and question their concern for customers.
    Sorry for the long story everyone thank you for reading it and hopefully no one else goes through this ordeal I've had to suffer all morning.

    1) Few years exaggerated I confess in my frustration, the Droid X is my first and only phone with Verizon I've never upgraded I am just about to hit my 2 years time with them after coming over from T-Mobile
    2) The rep agreed to push my 7 week upgrade up "yesterday" not "a few days ago" this has happened over a 24 hour period. I am frustrated over the agreement being made, being told her supervisor had approved it, and then it being yanked away within 24 hours.
    3) Again, I was told by her I could go down to my local store tomorrow (now today) and get the new phone as my upgrade would be changed to today from the time it is set to. I have not dealt with a retail store, I have dealt with customer support in which as I said over and over I was told one thing very plainly and all my questions were answered in which I was assured the upgrade was going into the system as of today and I would be able to purchase the phone with the full upgrade "at my local store".
    Did you read all of this? I am not trying to be rude to you in any way shape or form but considering everything that has happened over the last 24 hours I don't appreciate you calling ** on my story it has been a frustrating and tiresome 24 hours.
    Bottom Line
    -I exaggerated the X that is my fault I claim responsibility on that one, I have had it since I joined Verizon in May, 2011
    -I was told plainly by the rep her supervisor cleared her to push my full upgrade ahead as of today and I could get the phone we spoke candidly about the DNA at my local store and it would reflect on my account that my upgrade was available as of today (none of this turned out to be true now)
    End of the day bottom line either a rep blatantly lied to me, or a rep and supervisor lied because none of the people I talked to today backed what I was told yesterday at all and as I told  them all I harbor no ill will towards them they didn't do it and had I been told yesterday no you can't upgrade early to this phone that would have been just fine with me I knew I was taking a long shot on it even asking but to be told yes sure go get your phone, to purchase accessories for the phone, and then to turn around and have different reps/supervisors tell me I was lied to and they won't honor what the other rep told me is just point blank frustrating as a customer.
    So please explain to me how they or at least the rep from yesterday is not wrong for flagrantly lying about something to a customer?

  • Is this a typical Adobe support response?

    My wife bought me a copy of PSE8 at Costco. I installed it on my Windows 7 PC. When I launched it, none of the scroll bars worked. Neither did most of the click to select an object functions. Drove me crazy for a couple of hours. Then it hit me - I'm left-handed and my mouse is set up left-handed. Could it be that simple? Yep, I switched my mouse to right-handed and everything worked fine. Now, I've used computers for years, and have always set my mouse up left-handed. And EVERY software product I've ever owned has worked with my mouse set that way. Until now. I opened a support case with Adobe. I never heard anything, so logged on here and checked in the support portal. My case had been "withdrawn". The response? Set my mouse up right-handed. No offer to look into it, no explanation as to why such an elementary feature should be either poorly implemented or not implemented at all. Just 'case closed", it's your problem not ours. So, I'm supposed to switch my mouse set-up back and forth every time I use PSE? I don't think so. Is this standard operating procedure at Adobe or did I just get a jerk responding to my problem? Thank you.

    Re the switching the mouse buttons, I just tried it on my PSE 8 / Windows 7 and observed the same thing. I suspect the problem may be caused by Adobe's use of its in-house user-interface toolkit, rather than standard Windows tools, to make the Editor run on both Windows and Mac.   In general, PSE fails to follow a number of Windows user-interface standards, and Adobe doesn't put a high-priority on fixing those issues.
    function(){return A.apply(null,[this].concat($A(arguments)))}
    I opened a support case with Adobe. I never heard anything, so logged on here and checked in the support portal. My case had been "withdrawn". The response? Set my mouse up right-handed. No offer to look into it, no explanation as to why such an elementary feature should be either poorly implemented or not implemented at all. Just 'case closed", it's your problem not ours.
    This is unfortunately all too typical of Adobe customer support for PSE for the past several years. 
    In the last couple of months, they've started marking cases as Withdrawn, sometimes without even supplying a response.   Adobe is never supposed to mark a case as Withdrawn -- only the submitter is supposed to do that (e.g. because you've discovered the problem is unrelated to the product).    Customer support is supposed to provide a response and then mark the case as Pending - Awaiting Customer Response, and then if they don't hear back from you after some number of days, mark the case as Closed.
    In August, the Adobe VP responsible for customer support published an open letter of apology across the Adobe.com site, acknowledging there were severe problems with the Adobe's outsourced customer support.   Not only has the situation not improved since then, it looks like it's getting worse.

  • Payment withheld and customer support unable to help

    My payment for about $4,000 was withheld this month because of an outstanding $30 app ad campaign balance.
    The balance exists because my bank issued me a new credit card, replacing my old credit card on file. Ok, fine, I assumed I can pay the balance and have my payment issued, right? Wrong, the problem is that there is no way to pay the balance. I was finally
    able to add my new card as a payment option but even adding the new card as a payment option does nothing; the ad campaign remains unpaid and no payment can be issued.
    I've created support tickets and customer support has been unable to resolve this issue, with no end in sight. What few responses I've received from customer support all read the same way: "we are investigating the issue but have no updates for you
    at this time". Meanwhile I fully expect my next month's payment to be withheld as well, because the outstanding balance is still there.
    Has this happened to anybody else? If so were you able to resolve this? I find it hard to believe I'm the only one who has an outstanding balance for an app ad campaign.
    I am half-hoping that somebody higher up reads this who has the authority or resources to help with this. I'm amazed there is no solution for this after weeks. I am simply out of options, I have no idea what can be done about this.

    Hello Nate,
    You might not be able to create a new campaign in the payment failed state, but you can go to campaign creation page, add a new credit card and select the same. This will change the credit card associated with your account. If the card is good for swipe,
    the account will be unblocked during the next monthly swipe cycle.
    Please do so before the end of this month, so that your accounts get unblocked before the next payout cycle which is usually in the first week of every month.
    If you have other feedback, please do let us know at
    [email protected]
    Thanks,
    Vikram

  • Dreamweaver customer support woes...

    Hoping that someone at Adobe might actually read customer letters...
    Bill Curry
    Box 44, Port Maitland
    Nova Scotia, Canada   B0W2V0
    July 22, 2009
    Shantanu Narayen
    President and Chief Executive Officer
    Adobe Systems, Inc.
    345 Park Avenue

    San Jose, CA 95110-2704 USA
    Re: Dissatsfaction with Adobe Service
       Case 0202204015
       Case 0303346809
       Case 0202270349
       Case 0181023140
    I am writing to express my dissatisfaction with your product, your licensing structure and more particularly your customer service. 
    I am unable to run my copy of Studio MX 2004. I have attempted to install the software on my Mac Book Pro laptop, and the software returns an error code indicating it “has been activated too many times”. I can no longer run the software, and attempts to contact Adobe customer support over the last month have not yielded a response which would enable me to use the software I own, and have owned for some time. Currently this product is non-functioning and is of no use to me.
    This problem has not been resolved.
    At the same time as I tried to install this software, June 23, 2009, I called Adobe sales and was told by a customer service representative that I was eligible for an upgrade from Studio MX 2004 to a stand alone copy of Dreamweaver CS4 for the price of $199 US dollars. I agreed this would be easier than re-installing Studio MX 2004, and so placed the order on my credit card. I have since been charged $294.45 Cdn, which is the cost plus tax, shipping, duty and conversion of funds to Canadian dollars. When I received the copy of Dreamweaver CS4, I attempted to install it, the serial number returned a green checkmark, but the software then asked for the old serial number from MX 2004, and when I entered my serial number from my MX 2004 software, Dreamweaver indicated this was an invalid number. I called Adobe on July 9, 2009 and was informed that the original customer service agent had erred, and that my copy of Studio MX 2004 does not qualify for an upgrade to a stand alone product. I asked about returning the Dreamweaver product I had purchased, and was informed of your Letter of Destruction procedure, and the process to follow. I have followed your instructions to the letter.
    I have returned your product Dreamweaver CS4 via the LOD and expected repayment of monies under your return policy.  I contacted your company about returning your product but I have gotten no response regarding this issue other than the fact you have received my LOD, it has now been almost a week since this last communication.
    I have made four complaints to date through your Customer Service Portal.
    On your website you advertise a 24 hour response time.  Two of my claims
    have been open since June regarding the installation issue of the Studio MX 2004 software, and have simply been unaddressed other than to tell me to call Technical Support, which I have done with no resolution – and twice after being on hold for more than an hour I was disconnected. Two of the cases have been opened by Adobe staff in order to respond to my issues, but I have now been waiting over a month to have someone give the proper code so I might re-install my copy of Studio MX 2004. I find this a completely unsatisfactory response time.
    I have telephoned your company eight (8) times since late June.  During those
    eight calls I have been placed on hold for an unreasonable amount of time.
    During my calls I have been disconnected numerous times.
    I have called Adobe Corporate Headquarters twice.  When I called headquarters I was placed on hold each time, routed through to customer support and my problems were still not resolved.
    When I contacted your first agent, on June 23rd, they assured
    me that I would be upgraded from Studio MX 2004 to stand alone Dreamweaver CS4.
    I have since been informed that this was promised to me in error.  I expect
    that this promise be fulfilled as I am currently unable to run Studio MX 2004.
    I used to be very impressed with Adobe products having owned Photoshop 3 and
    having upgraded from PS 3 to 5 to 7 to CS 3 to CS 4.  Up until now I have had
    no complaints.  However, this experience has caused me to reconsider my
    loyalty to your products.
    While my complaints with your products are of a personal nature, my
    experience will affect the use of your product at my place of employment.
    As Director of Tri-County Regional School Board in Nova Scotia, Canada,
    and formerly as Technology Consultant for the Board, I make major decisions
    regarding software that is run in all of the English speaking elementary,
    middle and high schools in Yarmouth, Shelburne and Digby counties, Nova
    Scotia, which encompasses over 8000 students.
    The School Board currently owns hundreds of copies of Adobe products, and I personally own a 50 license copy of CS3, which I use when in-servicing staff.
    If I do not receive a prompt and satisfactory remedy from your company I
    will recommend that all of the schools under my care cease using any Adobe
    products.  I will report my experience to the Nova Scotia Department of
    Education and recommend that all schools in Nova Scotia cease using Adobe
    products. 
    As I have not yet received any response from your company about my
    complaints, I have contacted the Better Business Bureau regarding customer service issues and VISA regarding the Dreamweaver CS4 purchase and return via LOD.
    In conclusion, I am seeking the following remedies from your company:
    1.  A written apology for poor customer service
    2.  an upgrade from Studio MX 2004 to stand alone Dreamweaver CS 4
    3.  Monies owing from the return of my original purchase based on your agent’s representation in the amount of $294.45 Cdn.
    I hope that this matter can be resolved promptly and in a satisfactory
    manner.  If it is not, I will stop using any of your products and recommend
    they be pulled out of the schools in my board and throughout the province.
    I look forward to your immediate response.
    Sincerely,
    Bill Curry
    By Fax: 408-537-6000
    Cc
    Ann Lewnes
    Senior Vice President of Corporate Marketing and Communications
    Kevin Burr
    Vice President, Corporate Affairs and Communications

    Bill,
    I don't want to imply in any way that you have not been treated badly, because you have been. I hope you won't really take steps to deprive the students of your district the opportunity to learn Adobe applications which are industry standards and arguably the best available for many tasks.
    I noted that your problem started initially with an Activation issue. Did you see an option to call activation support (activate by telephone) on the error screen? I've not had to do that with Dreamweaver, but I have with InDesign, and the experience was not unpleasant at all.
    It is important to note that the activation number is a separate call center, not connected to "customer service" in any way (though it, too seems to be located in India). I think it's been about two years now since I had a problem (hard drive replacement, as I recall), and I called the number. The representative asked me for my serial number and why I needed to have my activation reset, and I was up and running again in five minutes. I've heard other customer service horror stories, but never any about the activation center. The only reason I can imagine for not receiving help with activation would be a pattern of excess activations in a short period that might be considered fraud. Is it possible you have been switching the activation between machines on a regular basis (not to commit fraud, but to allow you to work with properly licensed software in multiple locations)? Again, I don't know anything about the MX suite, but InDesign has a "soft" limit of, I believe, 20 activations before you must call and explain yourself. That counter resets automatically after a (unknown to me) period of time to allow for things like hard drive failures and system upgrades.
    Again, there is no excuse for what you have experienced, but I'm not entirely surprised by some confusion about the different licensing criteria involved with pre-acquisition Macromedia products (which I believe Studio MX would be), and post-acquisition versions. I'm not entirely sure anyone knows what is allowed, what versions can be upgraded to what other versions, etc. It's possible to find conflicting information, I think, on different pages at Adobe.com, and the rules are even muddier outside the US. I agree, though, that if a representative promises you that you are eligible for an upgrade, the company has a responsibility to provide you with a working product at the upgrade price, even if it means shipping a full retail version.
    I wish you luck.
    Peter

  • Customer Support Won't Respond to Emails or Phone Calls. Give up. Need help.

    This is the second time I've purchased an Adobe Design product, encountered bugs, and received no help from Customer Support. The last time, with Dreamweaver, several people in our office tried and failed to get help from Customer Support. We eventually had to find a work around on our own. This time, I'm on my own, and don't think a work around is possible.
    My copy of ID 5.5 is corrupt. All images place and then export as pixilated and jagged, plus html tags for ePub become corrupted on export. I phoned Adobe Tech Support last week. Spoke to someone in India, who shared my screen with me, and agreed I'm using the program correctly, that InDesign shouldn't be doing what it's doing. He told me he would call back in two hours with a solution. Still hasn't called back. Got an email that my support case was open and that a response was required from me, but when I go to the open ticket page, there is absolutely no information about the case. It doesn't list the problem I've reported, what is being done, nor what type of response they're requesting from me. The only thing on the page is a box for me to type in a message. Did it. Did it twice. No response from Adobe.
    I am really getting frustrated here and believe the best thing to do would be to re-install the program. Only problem, I'm a subscription user. I don't have a disk. I also can't locate the page on adobe.com that even says if uninstalling and reinstalling the program is allowed.
    Does anyone know how to do this and where to find the page about re-installing Adobe subscription software? Not just the regular Adobe Support page. Already been there a number of times. The actual page where you go to reinstall your subscription software, or perhaps order a disk after the fact.
    Thank you. I would really appreciate the help. WIthout fixing this, the software is useless.

    No, but.
    I think there's not a lot of experience with subscription problems here -- most of us are existing InDesign users and the subscription model is new.
    Adobe North America is on vacation all this week. I realize support is mostly in India (InDia?) but that probably doesn't help.
    I can't imagine uninstalling and reinstalling is not allowed.
    I would download the trial version of InDesign and install that -- it's exactly the same as the regular version, and I imagine the same as the subscription version. With normal licensing, you can install the trial, wait 30 days, and then punch in a valid serial number without having to reinstall. So I imagine that subscription model is somewhat similar, but again, I can't speak with authority.
    Anyhow, have you tried the standard solutions linked from the main forum page?
    Trash, Replace, Reset, or Restore the application Preferences: http://forums.adobe.com/thread/526990
    Clean  corrupt files by exporting to Interchange Format (.idml): http://forums.adobe.com/thread/526991
    Best of luck.

  • WOW! what do you have to do to get a simple customer support answer?

    Error 213:19

    Thank you for the response, Pat.
       I'm not very good with computer chatting. the replys' didn't really
    help. II have resolved the issue on my own. I needed to change to
    administrator privileges, even though I was logged in as one. Once
    again, thank you for the response. Jason
    Pat Willener http://forums.adobe.com/people/pwillener created the
    discussion
    "Re: WOW! what do you have to do to get a simple customer support answer?"
    To view the discussion, visit:
    http://forums.adobe.com/message/5789766#5789766

  • I wish to make a formal complaint about when i called through to your customer support department.

    I never make formal complaints but i feel really compelled to do so right now because I was so upset by the service I recieved I wasted 2hours and I even broke out in hives I was so fustrated. It was really annoying when I was speaking to the lady because she kept going away from the conversation after I was answering a question. I would answer her request/question then sit there waiting for her to communicate back and the line was silent after approx a min I would say "hello?" and she then would continue with the conversation. Or the line would go silent for ages and after sitting there I would say "is anyone there?" and she would again continue the conversation. I felt like she was very very distracted as she still didn't seem to understand what i wanted after 24mins!!!! I was thinking maybe she's talking to someone, maybe shes trying to have lunch or maybe she's reading a really good book at the same time??? What every she was doing she wasn't helping me and she wasn't listening to me. My problem was a relatively easy one. I just needed to get past the "Adobe Acrobat Trial" popup as it didn't find my installatiion of my new purchased Adobe Acrobat X Pro.
    After listening to your hold music till I wanted to scream I hung up and continued to try and solve the problem myself online. Luckily I found the "Live Chat Help" a customer service officer (I think his name was Punhub- something like that) assisted me with professionalism and quickly. He made me feel maybe it will be ok to continue to purchase & use Adobe products, as after speaking to the girl on the phone I wanted to never use any Adobe products ever again.
    This ended up to be a 3 hour ordeal instead of a 7 minute product installation and a 10min max customer support assistance (even though of course it would have been better if I didn't need to use customer support and my installation to have worked right, but i understand sometimes things happen).
    I just want the customer service offices that are on the phone to pay attention to us (their customers) and actually listen/understand our problem, instead of taking a nap during the process.
    Sincerely, your customer
    Kristal Johnson

    An added comment to extend graffiti's info a bit, your experience is similar to how many of us ended up here looking for answers. In that sense, why not ask your question here and see if you get an answer. The response time will not be immediate, but it is often more directed to your need from other users that have either experience the problem or have seen the problem from someone else. The long term knowledge here is rather large as a result and often is more than calling Adobe. Of course, there are some questions we would still refer you to Adobe for an answer since they are not related to using the product.
    Welcome to the world of other users.

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