DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week.  I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed.  The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan.  I traded in my old Iphone 4S and was given a gift card.  This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector.  When I tried to return the device after 1 week the system literally could not process the return in multiple stores.  A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back.  I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions.  Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation.  I would like to get this resolved ASAP.  I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon.  I would think the largest carrier in the country would be able to process a simple return.  This is totally unacceptable. 

Hello cmc29,
I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks.  I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window.  This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day.  After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition.  Please know that I’m looking into this to see what options we may have to fix this.
Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
I greatly appreciate your patience, and I’ll be in touch very soon.
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • X240 complaint - the worst customer service/experience I have ever had

    Hi All,
    I may be having the worst customer experience of my life (hopefully). Here is a summary of my tale:
    I am about to enter the final stage of a PhD and start tutoring, so I need a portable laptop.
    I believe that Lenovo is a professional company, which will provide quality laptops and good service. I choose them over dell and apple. 
    February: Buy x240 with 3 year warrenty. 1 month for laptop to arrive. Comes with a Dead pixel near middle of screen.
    March: As permitted by my warranty, I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
    I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
    April: After two new samsung ssds failing (and the third one I bought not having any issues in my desktop) and five installs (and two months wasted) I ring a CSR
    I explain I think I may have an issue with the motherboard. He says, send in the laptop and the SSD and we will replace/fix it. I clarify several times that the HD is not the one I recieved with the laptop. He says it is no issue. I get sent a box and send the laptop in.
    May: A week later I recieve call from CSR (ALVIN) saying that I will need to pay for new hard drive. He obviously doesn't understand my issue at all. I am unwilling to pay unless they send me back my disk so I can get the refund on it. He says he will get back to me. I say I will take a quote as I want to see if it is reasonable.
    After a few days, I call to see what is happening. I am told by ANNE that they will fix my motherboard for free and send me the hard disk back, but charge for the new hard disk put in.
    I get a a quote for $484 charging for courier costs and service. No information as to how it relates to the parts
    I refuse to accept the quote and send an email explaining the issue, and that I need the laptop back asap as I am leaving the country soon.
    I get a message back saying we will send you a new quote. I am also told that they tested the computer and the motherboard is at fault (contradicting what I was told before)
    After a week or so I get a new quote for $484. The issue description has changed and they have screwed up the tax charge. No information as to how the charges relates to the parts being replaced, or what I will even get
    After some more emails I am getting emails, and they won't even put their name on the email, so that I can see who I am talking to (even when I ask)
    '[email protected]'; '[email protected]'; '[email protected]' are my case managers but they are impossible to contact, and not very useful
    I find out that I cannot get a rfund on the SSD I sent as it has taken too long for me to claim (I lose $169 that it cost me)
    I buy an Macbook pro with applecare to use as my laptop in future.
    After a few more emails, I ring a CSR, they tell me that there was a mistake with the last quote and I will get a new one.
    Five days later, I call about the issue. I am told that the depot has not got back to them, but that I will get a call the next day and a quote.
    I don't get a call or a quote. I ring again and I am told that some other department is handling it, and that I need to wait.
    I think it has nearly been a month now that they have had the laptop for now, and I have yet to use myself as it has broken every time I set it up. I am just glad I can afford to buy a different brand of computer, otherwise I would pretty screwed as I need my laptop to travel on the 6th of June. 

    Just an update. I still haven't got it back (I leave the country in 4 days) and I asked for it to be returned over a week ago. Sent a email in last week (after calling and being told things would be sorted) Just going to ring up again and ask them what is happening now.

  • Worst customer service experience I have ever had.

    I have never felt so disrespected by a company in my entire life. Their customer service is beyond terrible, as anyone can see by reading the various posts from frustrated customers on this forum.
    I ordered a laptop on November 30th as a present for a family member's birthday but, when I saw that the shipping date would be later than than the actual birthday, I emailed them to cancel the order. Most modern companies give you a cancel option right on the site but not Lenovo ... you have to email them. Fine (I thought), it's a little less convenient but what the heck? I then called the next day to confirm the cancellation, just to make sure, and was told that the cancellation would probably be processed the next week, on tuesday, and that I would get an email to confirm. That email never came. I called back a couple of days later and a different rep told me that they were still waiting for the warehouse to confirm the cancellation and that it could still take a couple of days. Ok, fine, I guessed I would have to wait a bit but it would surely go through in time since the cancellation process was started almost immediately after the order. I didn't receive any other emails so I emailed again, and again ... and again and never once got a reply. I even emailed one of the reps I spoke to on the phone directly since she gave me her own direct email address (a nice gesture, I thought ...) but she never replied, either. Then, to my surprise, I find out that they actually shipped the unit on December 5th, even though my account must've been full of notes detailing my various emails and calls (if they even keep those on record like any reputable company would but... who knows?). I finally receive the **bleep** laptop by mail after all this! Like all the calls and emails had been completely ignored! I suppose they do this on purpose, betting that the customer will be too lazy to return it.
    I start chargeback proceedings with my credit card company just to make sure I don't get screwed but I cancel them when I see that they finally replied to my request for a return label (the first, last and only reply I ever got from them) so I cancel the chargeback, thinking that this crappy experience will soon be over.
    They received the unit on December 30th. I never even opened the box it came in, so I know it's 100% working and not damaged so their should be no delay caused by their quality check. Still, here we are, January 10th and no refund. Still not getting any replies to my emails either. Calling them is, of course, useless since you either can't get through, are transferred to another department that has no clue on the issue, are told they will get in touch with you later or to just wait for calls and emails that never come. Meanwhile, I’m paying interest on a purchase I cancelled minutes after the order, not the mention the initial charge still on my account. So now I have no laptop, they have my money and any attempt to reach them is ignored.
    Now I have to write this long and boring post on a public forum just to get a reply (I see that hey at least reply to these, sometimes ...). I am way beyond the end of my rope here so, if anyone from lenovo reads this, get in touch with me NOW so we can finally resolve this matter.
    Solved!
    Go to Solution.

    They finally e-mailed me yesterday, telling me that they will check with their billing department and get back to me. The thing is, they told me the same thing over the phone and in the support chat before and they never ever get back to me. We are now well beyond the regular delay for a refund so isn't this outright theft, at this point? What do I do? Call the cops? Get a lawyer? I'm afraid to issue a chargeback because people have been screwed before with lenovo refunding them way late, causing the cc company to reverse the chargeback and then Lenovo, being brain dead as they are and thinking the chargeback still went through, cancelled the refund, leaving the client with no money and no product.
    I hope potential customers will read this forum and avoid Lenovo like the plague. Lenovo really are a bunch of heartless crooks.

  • Don't EVER BUY HP again the worst customer service experience I have ever had.

     $39 dollar to answer a question regarding a product you sell! Mathew employee [text removed for privacy] not only rude and not helpful but actually gave me the wrong number to call for his supervisor. An hour and a half of wasted time at work trying to get a simple question answered. I have never had a problem with Dell customer service or products.  Now my employer knows and will never buy HP again as well. Hopefully by writing this it will save someone the time, energy, and headache. Keep doing business like that HP and you won’t have one.

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    Wendy M - HP Support Forums Moderator
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  • Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

    Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
    Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
    Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
    Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
    Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
    Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day...  Seriously???
    Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

    Having worked in customer service, I have some experience with this kind of situation.  Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors.  They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor.  One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want.  If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
    There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue.  Yes, I wasn't moving at light speed, but that doesn't make me an idiot.  It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
    I have never had a job that I executed flawlessly day in and day out.  Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
    I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
    Just to clarify: I do not work for Verizon and never have.  I worked for a residential phone and internet company.

  • WORST customer service experience, xperia care Canada

    Hello, I have been desperately trying to get my voice heard and report about extremely unprofessional, unethical, and inappropriate customer service provided by Sony Xperia Canada.I bought my Xperia Z2 when I was in Finland last year. I decided to make this purchase because it claimed to be waterproof. I had carefully studied and followed all the necessary precautions while taking photos underwater. Just after a couple of months of use, the phone displayed following problems;Cover of charging port use to fall ofPhone was frequently loosing signals (other phones were functioning properly, same time same place)WIFI and 4G performance was inconsistent (other phones were functioning properly, same time same place)Occasionally phone rebooted itselfFor these reasons, the unit was sent under warranty 3 times between the period of July and December 2014. In January 2015, I came to BC, Canada for study purposes. The phone encountered same problems and was sent 4th time for repair to Sony Xperia Canada. I got the phone back after one month in March 2015. In June 2015, I visited a BC lake and at the bank I dipped the unit under water barely few inches to catch some fish on the camera, within seconds the unit shut itself down. Although all the covers were properly closed but it didn’t even take a minute that water somehow penetrated in the system. I immediately tried to dry and opened the covers and saw a tiny stream of water coming out of the charging dock. I opened all the covers and waited for a couple of days, hoping it will dry. Then I put it to charge and saw the “red light” on, tried to turn it on after few hours of charging but it just vibrated a little but no display. I sent the phone again because it was still under warranty. The phone was sent in the end of June 2015, on 20th of July I got an email from SBE (repairing company), informing me that the cost will be beyond economic repair and if I want the phone back, I must pay $25 diagnostic fee. I told them that I had clearly stated my case to Sony and claimed it to be a defect in manufacturing or in the fixation done back in Feb 2015. SBE suggested I should contact Sony as they wont negotiate anything with me. I thought that Xperia care will contact me because they must have the same info. No word came from them and I finally contacted them on August 4th 2015. They told me, in their system the repair is still “under progress”. I was surprised to find out that they have no communication with the repair company so I informed them about the email that I received from SBE. And the customer service agent was like “oh yeah I see, so it is beyond economic repair and you have to pay $25 to get the phone back”. Absolute genius! This conversation took place on chat server. I requested him to give me a contact number so I can call and talk to somebody who knows. A number was given, I called and again I had to repeat the entire story to another agent as she did not have any clue. I felt like I am banging my head with a wall. Upon me insisting, she put me through to a manager called Alex, yet again I had to play the same film to make him understand what I actually mean. He promised that he will take a look into the matter and will get back to me within 24 hours. This was on 4th of August, today is 6th. Today I received an email from repairing company (SBE) again, they informed me that I have not responded so far and I have 30 days to pay $25 to get the phone back or it will be SBE’s property. Alex never got back to me and evidently he didn’t even bother to care to contact SBE. So I called Sony Xperia “care” again just few minutes ago, another agent picked up the call and I knew I have to tell me the entire story again. All they do is “apologize” or “thanks” but real work never gets done. He told me, Alex is busy on another case and will contact me as soon as possible. It has already been an hour and I really think he will not, because Sony has never contacted me, it was always me. I have lived in 4 different countries; my field is indirectly linked with new technologies and IT business in particular. This is the WORST communication and customer service system that I have ever encountered. I don’t know if there is anybody that I can report it to. But Sony, like its phone competitors, Apple, Samsung, or HTC, sells expensive devices but the level of customer services and after sales services is undeniably inferior.  

    Thank you for replying.  The link you provided, I had used always in my previous queries. It directs me to the same people again, Xperia Care Canada. I haven't got any concrete answer or response from them. And I just dont know how can I approach someone who could actually make some sense so I decided to post it here.

  • By far the worst customer service experience

    I haven't had Comcast for a year and every time I contact customer service nothing is done correctly. It took them 3 months just t give me the correct package and on top of that none of my request have ever been "noted" in my account. I requested to do a payment arrangement in one of the local store branches and was told that my service will stay active as long as I kept up with the payment agreement . Well 2 days later my service was disconnected. I had tried contacting customer service for the past 3 days. Finally on the 3rd day someone FINALLY ANSWERS the phone JUST to tell me that they have no record of me requesting a payment arrangement and that I would have to pay the next 2 months balance upfront to restore my service. When I ask to speak to a manager I get told that the department I need to speak with is not available on Weekends ... I'm so over Comcast and am waiting for them to come get their equipment!!!!!

    Not a novel but you wrote a short story!
    http://www.t-mobile.com
    http://www.att.com
    http://www.sprint.com
    Good luck at your new provider. However I think they are all starting to get just a bad as what you went through with Verizon.
    Good Luck

  • APPLE Customer service best I've ever had. ANYONE ELSE AGREE

    Apples customer service is really amazing. THEY CARE ABOUT THEIR CUSTOMERS. They really try hard to find a solution to a problem and want the customer to leave the store with the issue resolved.
    Hopefully this Great Service spreads to other companies

    I've been an Apple customer since my first Mac 512KE, which was upgraded to a Plus. <G> That was back in the '80s. I've never had a negative experience with Apple support, whether in the Store or on the phone, and I've had several truly great experiences with techs who went far above and beyond to help me. On the two occasions when I've had to send my Mac away for service, Apple has sent a FedEx prepaid box to my home within one day. The computer went from my home in Nevada to Tennessee for service and was back within 48 hours.
    Right now I have my Mac (and my husband now has one, too — his first computer ever) and an iPod Touch, but I'm just waiting for my Verizon contract to run out in a few weeks before getting an iPhone.

  • Complaint BAD customer service experience in Hong Kong

    I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
    My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
    She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the  two iPhone 6 Plus 64GB Gold earlier and  later.  He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first.  How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
    At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
    Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong.  He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
    Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff.  Apple customer service is terrible, he really don't care about helping you with a problem.
    Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!

    << Personal comments removed >>
    You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
    Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
    Message was edited by: Verizon Moderator

  • DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service

    My DSL light has been blinking for 7 days.  A technician came out Monday and checked inside my house and outside.  He said the problem is outside, that there is an issue with the wires on the street.  He said that the "Home Office" needs to internally switch the wires.  The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched.  In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch.  When I got home from work, my internet was not working and my DSL light was blinking again.  I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again.  Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work.  It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street.  A visit was scheduled for the next day, Tuesday.  I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived.  I never heard back from him and when I got home, my internet was still down.  I immediately called Verizon to check on the status of the ticket.  At first, the agent couldn't even locate my ticket but then informed me it was closed.  I questioned the closure of the ticket since the problem had not been resolved.  I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed.  After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN.  The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street.  The agent then told me I needed to be home so the technician could update me.  I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday.  The agent agreed and I gave my cell phone number again for the technician to call me.  There are no appointments available until Thursday which will be 8 days since the internet went down.  At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday.  I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years.  I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
    This experience has been frustrating and the worst customer service I've ever experienced. 

    Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

  • I would like to know how to contact someone in Verizon corporate to file a complaint.  I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do.  The la

    Verizon Wireless has the absolute worst customer service I have ever received.  The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers.  They are not at all knowledgeable and even state they do not know what they are doing.  When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue.  I have received NO call backs that were promised and the latest person I spoke to was incredibly rude.  Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up.  I am incredibly disappointed at how poorly I have been treated.  I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

    This is a customer to customer forum, so this is not the place.
    What is going on with your account? maybe we can help you.

  • Worst Customer Service Installing New Phone Line

    I am experiencing the worst customer service i've ever dealt with. First it took 3attempts to set up a home phone line. Verizon scheduled me between 8am-12pm the first time and came around 2:30, no one was there. Second time we scheduled between 12p-4p, they came around 8:30am. No one was there. Then they wanted to schedule again 5 days later. I wasn't having it, so they schedule next day (Sat) between 8am-12pm. Finally a technician came. He installed a new phone line. I needed this line for my son who was coming home on house arrest. All of this was explained to Verizon. The longer it took them to install the line, the longer he would be in jail. After the line was installed, my son came home on Friday, 7/3. Some time on Sat 7/4 The line stopped working, and 1am he was re-arrested because there was no phone service.Today is the 9th and still there is no service. I sat in my cvar this morning from 7:45am to 1:15 pm waiting for a technician who was supposed to be there between 8am-12pm. After numerous clls to Verizon, and numerous promises to call me back, no one ever called back, and the phone is still not on. I have never had a customer service experience as bad as this EVER! I am so glad I have my wireless with Sprint. I have Verizon FIOS at my home in Jersey, but this phone is in Philly. To top it off, one Verizon employee tells me today that The house arrest equipment doesn't work with fiber optics. Why wasn't I told this when I first ordered the service? I'm still waiting for a Verizon Supervisor to call. My last call, i was conviently disconnected while being transferred to a supervisor. Because of Verizon's no care attitude, now it will probably take another week before my son is released again.

    Hi chopsuper,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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.

  • Worst Customer Service at Store # 438 - San Diego Mission Valley

    For the second time I experienced last night the worst customer service at any store I've been too. I don't know if the employee (Jackie) is to blame or General Management (or Corporate Training Management) but I have been so unlucky to have to speak with this person for the second time. I will describe the two experiences to see if this is the kind of Customer Service training this people get:
    The First time I talked to Jackie at the Customer Service desk I was there to return a Camera I had purchase and was not happy with it. This time she informed me of the 15 days return policy (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude and with a tone of voice of are you stupid?). I had to inform her I was an Elite Plus Member and I was entitled to a 45 days return policy. To my surprise even though she went into her system and verified I was an Elite Plus Member she dared to tell me: "Maybe when you bought the camera you were not an elite plus member, so you were not entitled to the 45 days return policy". Then I assured here this year alone I had spent already over 10,000 dlls at that particular best buy store (mostly) and I was definately NOT NEW to the Elite Plus program, even mentioned I had been a Silver Member since 2009 with no stop. To my surprise again she insinuated I was a liar and said: "How can I be certain of that?"...  I mean, are you for real? Do BB train people to talk this way to customers and call them liars? Why would I lie about this kind of thing? Why didn't she bother to check online when my Elite Plus Status kicked in?  Anyway after arguing for a while and having to put up with her she offered the refund in a Gift Card which I said FINE, I had to get going, and anyway I usually buy a lot of stuff here, so that would not bother me. But she made me feel not welcome at the store and made me consider other store options with good customer service.
    As if practially being called a liar wasn't enough, last night I had my second encounter with this same Jackie rep at the Customer Service at the same store. This time I was there to exchange a ASUS Transformer Pad I had bought in Vegas (during a trip I made there). The tablet was defective and battery only lasted 1 hour. I received the same treatment, (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude). Never explained my options or said, don't worry we will take care. She seemed so unhappy as usual and kept me in suspense to see what was going to happen until I asked her. She then said she was waiting for someone to pass by and go get a new tablet (which I was hoping for). After a few minutes somebody passed by she asked for the tablet and at the time of procesing the exchange she tells me: "where did you buy the table?" I responded in Vegas. So she said, ok well, there is a CA recycle fee you have to pay now. I argueed, I am not buying it, I bought it in Vegas and it was defective, I am only exchanging it, why am I am being now charged 3 dollars more?  To my surprise what she responded was: "well, this is the way it is, if you don't like it, then go back to Vegas and exchange it there" (on a very "are you stupid" kind of voice)...  Seriously I had enought and said, OK just charge my card and write your name on the receipt (which she gladly did).
    I don't know if she is to blame or the Management at the Store is, but she obviously lacks people skills and definately has zero training. She knew I was an Elite Plus Member again and did not care to be a bit nicer about it. Honestly I had never experienced this kind of service anywhere before, she made me so upset I did not even want to talk to the General Manager or whatever available manager because I was then going to be extremely rude and I don't like to be that way. So I had to go home and cool down.
    Then I decided to fill up the customer feed back and write about my experience, but I am also hoping to reach the corporate offices with this post. I am hoping the store gets a service audit in case you have any interest in us (customers) coming back and purchase at the store. People are moving to purchase online and there are plenty of stores and good offers to take advantage of, but I am one of those who love the store purchase experience (not at this bestbuy thought).
    To finish my post I am telling you last night I had the intention to get a 4K 55" TV at the store after my exchange. Ask me if I went ahead with my 1,800 dlls purchase?

    Hello saulillo,
    There is never a circumstance where it is appropriate for our associates to behave in the manner that you describe. In addition, it is imperative that our representatives are informed on our policies and procedures -- such as our Return & Exchange Promise -- so that your experience is both smooth and painless. I apologize for your having to cope with such unprofessional behavior and incorrect information.
    I will pass your remarks in full along to the store leadership team. It is my hope that they will use your feedback to ensure that you -- and our other customers -- have an improved experience on your next visit.
    I am extremely grateful that you took the time to write to us about your experience.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • My Customer Service Experience (Store #55)

    I went to this Best Buy store because of a laptop that I found for sale in their Open Box section online. The laptop was listed online and at the store for $839.99. When I arrived at the store, a gentlemen assisted me is picking the laptop up and I was ready for check out, this was where my customer service experience with Best Buy got worse. I had given the checkout associate a 10% coupon that I had received, he was unable to add the coupon the to cart so he called a manager, Chad (removed per forum guidelines). 
    Mr. (removed per forum guidelines) then tried to add the coupon to the order but ultimately said that I could not use the coupon for this order, because it was Open Box item with a discount already presented. However, my coupon's terms and conditions stated nothing about being able to use this coupon on Open Box items. I asked Mr. (removed per forum guidelines) to contact a manager that I could speak with, he called Josh (removed per forum guidelines).
    Mr. (removed per forum guidelines) then came to me and stated that the coupon could also not be used, but only be used on the original price. However, I once again stated that NO WHERE on the coupon did it state that this coupon could not be used on Open Box items. I then asked Mr. (removed per forum guidelines) to tell me that he would not honor the coupon and he stated verbatim, "I will not honor the 10% coupon". I also asked him to write this down for me to document however he declined to do so. I wonder why that was..maybe he knew he was wrong and didn't want it documented.
    The problem that I am facing here is that no where on the coupon did it state that the coupon could not be used, however, Mr. (removed per forum guidelines) and Mr. (removed per forum guidelines) both did not honor my coupon. This was my worst experience at Best Buy and I am truly frustrated with the customer service I received. I shop at Best Buy often, I am an Elite Plus RewardZone customer.
    I did end up buying the laptop or $839.99 + $69.30 tax with a total of $909.29. However, I did not receive my 10% discount which I believe is unacceptable on Best Buy's part. I am not impressed with Best Buy's service and experience at all.
    An apology would be a start, but what I really want is my 10% discount or a good reason of why I couldn't get one.

    Hello arsalann24,
    Buying a new computer has always been very fun and exciting for me, and I assume that it is so for everyone else as well. The process should not become complex or frustrating at any point, and I regret that this seems to be the case with your recent computer shopping experience.
    Many coupons contain exclusions to how they may be used. For example, some may not be used on certain categories of products, or on specific brands. Not all can be used on products that have already been reduced in price. Some may not be used on prior purchases. That being said, I have a few questions for you:
    At what store did you make your purchase?
    Did you make your purchase as an online order for store pickup?
    From what source did you acquire the coupon, i.e., Movers coupon, College Student Deals, etc.
    I'm grateful that you took the time to write to us with your concerns and I look forward to hearing from you.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Lousy Customer Service Experience

    My husband and I purchased a TV on 7/31/14. What started out as a good experience has turned into some of the worst customer service I have had the displeasure of experiencing. We made an online purchase for in-store pick up. When we got to the store and saw the TV we were purchasing, we changed our minds and went with a different TV. The sales person was extremely helpful and went above and beyond assisting us with our decision and purchase. We were told to cancel our online order, which we did. We received an email confirmation stating, "At your request, we've canceled your order. Be assured that if you paid by credit card, it has not been charged..." What we discovered was that we were indeed charged for the online purchase, in addition to the in store purchase. As soon as we noticed the charge, my husband called customer service and was told we should receive a refund within 7-10 business days. The customer service rep refused to look into it further, and my husband left the call feeling frustrated and annoyed.
    Several days passed when I decided to call yesterday, 8/11/14, to address this issue again since we had still not received our refund. I was told the same thing by a different customer service rep. I informed this person that I understood the policy, however, according to the email, our card should never have been charged in the first place. His attitude was that he couldn't care less, that was the policy, they didn't have the money- it would be refunded soon. I asked to speak with a supervisor who immediately met me on the defense, and repeated the same policy back at me. I expressed my irritation and frustration at hearing the policy over and over again, without hearing a solution AND they were failing to understand that my issue was not with the policy, but the fact that my card had been charged despite the cancelation email saying otherwise.
    After insinuating that 'if I needed the money,' he said that the best he could do was fax my bank to have them make the funds available. He told me he'd need my bank's fax number and put me on hold. I was on my bank's web site looking for a fax number, when he came back on the line. When I explained to him all I see is an 800 number and asked if that would work, he responded, "I guess" in the most put-out way possible. He said he would call me personally to inform me when this happened.  It's now the next day. No phone call from Dimitri, the customer service manager, no refund in the bank. This has truly been an eye opening and disappointing experience. 
    In this day and age of Amazon and other competitive big box retailers, the most precious asset a company has is it's employees and their ability to deliver exceptional customer service. This experience has left me questioning if I ever want to shop at Best Buy again.
    Sincerely,
    Maja (removed per forum guidelines)

    Hello jbuck,
    Purchasing a brand-new TV should be a quick, easy and painless process -- not a tiresome experience like you described -- so I can imagine how frustrated you must feel. I'd be disappointed too if I cancelled an order only to later discover that transaction on my credit card statement. We rely on our in-store and phone support reps to provide prompt and courteous service, so it's disheartening to learn of situations where that expectation may not have been met.
    Like AWBrown mentioned, a hold may be placed on the paying debit/credit card whenever an order is placed on BestBuy.com. These funds aren't officially collected until the order has been fulfilled (shipped or picked by in-store personnel), but this may have an effect on your available credit in the interim. If the order is later cancelled, Best Buy's role in the transaction is complete and it's the responsibility of the card's issuing bank to ensure any pending or expired authorizations are properly removed from the customer's account. Most banks are able to do so within 2-5 business days, but some may require up to one full billing cycle. For more information on this process, please refer to BestBuy.com's Conditions of Use, our Payment Options FAQ, and your card issuer.
    That said, I'd like to take this opportunity to gather some information. Please make sure to check your private messages when you can by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

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