Digusted with the lack of Customer Service and Complete disregard for Inconvenie​nces

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

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".
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Similar Messages

  • Very disappointed with the lack of Customer service

    I have been a verizon wireless customer for 15+ years, and have never been more disappointed.  Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together?  I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00.  I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so.  I called.  Quote #2 - totally different - going up 22.00.  I advised we did not want to do that - our bill is already over 200 per month.  Chatted the next day - quote #3 - up 30.00.  The kicker was when we went to the store tonight.  The gentleman basically said if we deal with online - don't bother them.  Don't they both work for VZW?  His customer service was a little more than lacking.  I am considering switching to another carrier - even though I have 3 other phones that are under contract.  I don't want to worry every time I need customer service - which one of them will help.  Anyone suggest another carrier??

    I totally agree -- HORRIBLE customer service experiences recently. What happened?
    I have a been a VZW customer for years and have always appreciated the excellent service.  Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below).  After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made.  He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
    I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times".  After waiting 5-10 minutes each time I have given up.
    VZW had better get their act together.  If I wanted bad service I'd switch to Sprint and save at least 25% each month.

  • Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

    I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help.  What carrier should I move to?  Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is.  So what do you all suggest?

     It's as my original messages states.  After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone.  After weeks, we were sent an email with a picture imbedded that would not display.  It stated the phone had internal damage.  We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged.  We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one.  We were told we could not.   Beyond this - the support was unreal.  The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call.  Three calls later and no one was able to show us the damange, prove it was our phone, etc.  I'm not convinced this isnt some sham to get more money to be honest.  We've been with you for 10 years.  I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect. 
          From: Verizon Wireless Customer Support <[email protected]>
    To: flash sam <[email protected]>
    Sent: Tuesday, October 28, 2014 4:16 PM
    Subject:  - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
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    Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion                  There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
    Thank you…
    ArnettH_VZW
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  • Bt Infinity and the Lack of Customer Service

    Hi all,
    I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
    So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
    For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
    Grrrrr fume fume.
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    I give up.

    Hi there
    I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
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    Sorry. Are you picking up a certain degree of frustration?
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  • Complaints Lack of Customer Service and No respons...

    Hi there
    I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
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    Complained again about my Business Line - losing customers - no response
    Complained via Twitter - no response only more promises of help.
    BT  deceided to  increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
    Credit bill received  which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
    Calls  amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time  number of calls in excess of 20  All calls State that account was closed in April and that bills incorrect.
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    Today -  BT Chat   - waited  20 minutes today no luck -  called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
    At wits end now will write to Chairmain and Onbudsman - BT  have a non existent Customer Service that costs us millions?
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    I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago.  Still nothing from BT.
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  • AT&T Lacking Basic Customer Service and Accountability

    This details the worst customer service for a first time customer that I have ever experienced, attempting to use AT&T service.  To sum up the details explained below, my first experience with AT&T service consisted of a supervisor in the support department being unwilling and unable to solve and correct an error caused by AT&T. This lack of service and empathy for a first-time customer ruined the opinion and reputation in the eyes of this young-professional who had planned to give years of business and compensation to their company as I have just bought my first home. I ordered AT&T Uverse Max at Best Buy (using their experience to choose the best provider). I received an email with my PIN number and a confirmation with the internet installation date and time. I did not receive any other calls or emails. The day of installation arrives on Sunday July 26, 2015 (the earliest appointment time, a week after placing the order). No AT&T representative showed up for service within the 2 hour time frame. I made a call to AT&T UVERSE customer service to check up on the status of my installation only to find the customer service department is closed on Sundays. I also made a call to Best Buy to try to obtain any information regarding when the service reps would be out to install the internet, only to be informed that AT&T is solely responsible. Even the Best Buy manager attempted to contact AT&T with no luck. Only after contacting AT&T UVERSE technical support did I get to speak to a human person for 30 minutes. After being transferred to the supervisor, I was told that an error was made in the AT&T order through their system and an account was created without placing a service order. I had waited at my home for 4 hours (cancelling plans) expecting the internet to be installed. I told the supervisor I worked remotely and I needed installation that same day. He informed me that the soonest he could install is August 4, 2015. I proceeded to cancel my service as he was unwilling to help correct the mistake or do anything to remedy the situation. 

    
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  • Lack of Customer Service and Faulty Phone Line

    Over the last 2 and a half weeks we have suffered variously from lack of broadband/ TV services and land line usage.
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    You can register an official complaint with BT and if it is not resolved satisfactorily with them within 8 weeks then you can take it to the Communications Ombudsman who will progress things and I believe can compel BT to compensate/take certain courses of action.
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  • I set my phone to restore and erase all settings directly from the phone, the screen is black with the little white loading sign and has been for 10 hours?! is my phone completely broken?

    so yeah, my phone is totally unresponsive, what do i do :/

    Hi McCrubb!
    I have an article here that can help you restore your iOS device more thoroughly:
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  • Very frustrated with poor customer service and lack of integrity

    Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to.  Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

    Hello lauralou1105,
    Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
    I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
    It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
    Please know that I'm grateful that you shared your experience with us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Lack of Customer service unacceptable

    I went to my local Verizon store 2 weeks ago to discuss how I could lower my monthly bill - the manager advised me that changing the name on my account to my husbands name would lower the bill substantially because of state credit - we changed that day - I just received my new bill and it is higher than the original - I went back to Verizon to discuss and was told I must have misunderstood - even though I have a paper with the managers figures on it - and because I changed the name on the account I no longer qualify for a loyal customer discount - incredible lack of customer service and rude - I will now take my business elsewhere as it seems Verizon does not care about loyalty to good customers. I will also tell anyone who will listen to Never sign up with this company - Shame on you Verizon!

    I was told that I could qualify for the 4 lines for $140 that is being offered at this time (even though I only have 3 phones 2 of which are iPhones) and with the discount for changing account to my husbands name (because he works for the state of NJ) the total monthly bill would be $113. I purposely went there to lower my bill and when I left that is what I thought happened. The manager even wrote out the different plan options on paper that I took with me I can scan this and send to you if needed - when I came back with my husband the manager passed me to an associate to give her experience - she had to keep asking questions and eventually needed to call into main office to make changes. I would have never agreed to make my bill higher and am desperate to get this straightened out. I did not even realize this happened until I received my current invoice for $209 - when I went back to the Verizon yesterday I spoke to someone (unfortunately I did not get her name) she stated there was nothing that could be done and maybe I just didn't understand what I did. Then she proceeded to go to another person and loudly state "Oh she's just mad because she didn't know what she is doing". She also told me that by changing the name on the account I no longer qualified for a loyal customer discount. Any help would be much appreciated and I am really hoping that I can continue my relationship with Verizon.
    Thank you
    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Edited by:  Verizon Moderator

  • Customer service and computer have gone from bad to totally unbelievable

    I have a friend who was not computer savvy and asked for my help in purchasing a computer before going on vacation. I have been a best buy customer for a very long time,I would say my house was a best buy house.After the experience that she has endured and continues to deal with,I'm sorry that I took her to best buy.I private messaged Karina on the 12th so as not to make a fuss if I could get help privately but did not receive a response.The saga of customer service and her non-functioning computer from two stores in town has gone from bad to totally unbelievable.I used to work customer service and if I had treated my customers in the manner she has received I would have been looking for a job.She was accused of stealing money or the computer she paid for, she has been lied to, delayed from her vacation, had her extended warranty cancelled,numerous other things and is still dealing with a computer that is not functioning properly. I'm trying to help her and this has become harder and harder to do.I would appreciate some help as we have asked to speak to a district manager and that seems to be an impossibility.

    Hi deafdragon,
    It sounds like your friend is going through a complete and utter nightmare of a situation, so it’s very nice of you to be reaching out to us on her behalf. Trying to receive service on a broken computer should never be this difficult, and it’s especially concerning to hear of the serious allegations we’ve reportedly made against her while requesting assistance. As I’d hate for this to cause you both further aggravation, I’d really appreciate the opportunity to see how I may help.
    Due to our Privacy Policy though, I’m unable to discuss the details of your friend’s case with you.  Please have your friend create a forum account using her email address we may have on file with her Best Buy account. From there, please tell her to send me a private message with her full name, contact information, and any information she wishes me to know so that I may see what options we may have available for her.
    Respectfully,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Verizon Customer Service and Samsung Galaxy S III

    A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
    The exact store is:
    224 North Weber Road,
    Bolingbrook, IL 60440
    (630) 226-4660
    When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back.  However, he assured me that I would LOVE my new phone.
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    I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone.  I don’t know if it will, but with social media as it is, I hope it DOES!
    Thanks for nothing Verizon!!!
    Sincerely
    Donna {edited for privacy}

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

  • Extremely Frustrated with Purchase and Lack of Customer Service

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    Robert {removed per forum guidelines}

    Hi rmpagejr3,
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    Regards,
    Elizabeth|Social Media Supervisor|Best Buy® Corporate
     Private Message

  • Problems with Customer Service AND unexplained charges!

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